This is, no doubt, a stunning resort. However! Don't expect special treatment, even when you book months in advance and are willing to spend $2,600 per night for the best rooms. This review is mostly for those who are coming here to celebrate a significant event-- and after our experience, it’s probably not a good idea to try and coincide this with a holiday.
It seems romantic to choose a small Hotel for a wedding. However, after years of experience you realize that when the chips are down certain well known, large Hotel groups fall over themselves to fix your problems and smaller Hotels have the potential to leave you out in the cold to dry. Sadly the Post Ranch Inn fits the latter description.
We had booked here to renew our vows and requested one of their newest,Ocean Front rooms. We had stayed at The Post Ranch Inn five times prior. We loved the place. On check in I realized they had given us the wrong room type and mentioned it, but wasn’t too worried as I had booked the best room overlooking the ocean-- and they assured me that I would love the room they were going to allocate to us.
We checked in at 10.30 am and I felt as we were so early, that they would definitely get us into the right type of room as the day progressed. No one came to find us on the property to say otherwise. As this is a small resort they could have tracked us down to let us know how things were going, so we assumed all was well.
We went to get our keys at four. We did not end up with what we thought we had booked. Although I had booked a newer room we ended up with an older one. I needed to get unpacked and organized as the next day we had a wedding to get on with, so I was really quite upset. All our photos were to be in the newer room with a balcony. We went to see the front desk to ask what had happened and they assured us that by tomorrow they would have the right room, which wasn’t a great help as I couldn’t unpack!
What you need to do here is actually reserve the exact room you want which really means a prior visit a year before the actual event.
While waiting for the room we had lunch. We waited two hours to get our main course. During this time a waiter dumped an ice bucket over us (and also the guests next to us)-- and only a brief apology was made. We had sat down at 1.00 and I finally left without eating at 3.00, it would be dark in two hours, and I wanted to enjoy the property.
We were going to eat that evening at the restaurant Sierra Del Mar (a lovely spot) but as no real apology about the room or lunch was forthcoming and as much as it would be a huge hassle for us, we decided to go down to the desk and discuss the possibilities of checking out and rebooking at another time. We were genuinely worried. There were several other weddings on the same weekend, it was very busy and the Hotel seemed 'off' in general. Our event did coincided with a holiday and The Post Ranch could have been overwhelmed, however this is an intimate and very expensive resort and you really do need to know they are interested in the welfare of their guests during their stay!
The lovely front desk manager persuaded us not to leave and assured us we would have the correct room by at least 2.00 the next day. This was pushing it as the ceremony was at 4.00! All of these arrangements had been booked through the Post Ranch yet they seemed to have no understanding how the coordination of a wedding works. How can you have only two hours to both unpack and prepare?
The next morning when we had breakfast; it was unusual to observe that there was no one clearing your table or coming over to ask if you needed anything, it was totally self service, which is not how it had been in the past. After breakfast my husband went to check on the progress of our new room and was then told it may not be available at all??? Seriously?!
At this point we decided to see the GM so we could discuss the situation.
The GM was rude and abrasive. He was completely unaware that we had a wedding planned and basically told us to leave. We were absolutely astonished. He said that we were difficult and the staff was worried that they couldn’t do anything right for us! I explained that not getting the right room in the beginning, having water and ice spilled on us at lunch, then waiting two hours for lunch to arrive and having no help at all at breakfast was not in fact ‘being difficult’! In fact these were things that were the Hotel’s responsibility to get right or make amends for and at no point had we even made a big fuss about any of these events! Interestingly, unlike larger hotel groups, there was absolutley no loyalty from him regarding our past five stays with The Post Ranch.
We explained that leaving at this point would obviously be a huge inconvenience and totally ruin our occasion! If we were going to leave it would have been the day before, as discussed. We would have had to cancel the ceremony, flowers etc and all that goes with renewing vows. We were horrified. He then started making wild accusations, accusing us of having six people in our room and numerous guests coming that were not allowed for. We booked for five and that’s who was coming! It showed this on the records at the hotel. Really quite a bizarre situation.
Finally the GM moved us to another room, absolutely not the type we had booked. Although it did have a view, it was not intimate at all; it was the top floor of a very large unit with no charm. At this point we just dealt with it.
The wedding was lovely; thank goodness for the person who performed the ceremony, she was fabulous-- as were the flowers and the photographer. At no point did anyone from the management call to see if we needed anything and when we left no inquires were made as to if we had enjoyed the ceremony, or indeed were any apologies ever made.
Instead of lingering, we left early the next day, we had been looking forward to the idea of relaxing on the beautiful property, this was now quite impossible. So many other criteria that shape a hotel are just as important as location: in this case the lack of compassion and an 'out of touch' GM tainted what should have been a unique and happy experience at what used to be, a wonderful and attentive establishment.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.