This hotel is way over-hyped and overpriced. The amentities are frugal and average quality.
First off, the decor is absolutely boring and dated. The place needs a major facelift. Other travelers may argue this, but the class of resort this is trying to compete in demands the ultimate style, comfort and cleverness in its design. There is absolutely not one single comfortable or inviting furniture layout on the whole property. Lounging in lobby bars, poolside, balconies, and just traipsing around a resort looking for hangout spots is a favorite pasttime of mine. The decor and layout of this hotel is harsh. The only place I could tolerate was the very full bathtub.
The service, while benign, was ignorant and useless. The check-in clerk was nice, but easily confused herself a few times during the process. The concierge couldn't answer a single question about the property or the area. They referred us to the bell staff instead. At checkout, the clerk got into an arguing match with us for incorrect charges posted by the spa (more on that horrible experience later). The stars of the staff were the bellhops and housekeeping. All of them were friendly, knowledgeable, hardworking and consistently helpful.
The food service staff was diligent, too. However, the menu is perplexing. We ordered a tomato shrimp consomme. It was so incomparably bland. It was plain tomato juice and just cocktail shrimp. It was neither sweet, salty, tangy, tart, fishy, spicy, nothing. It so lacked flavor and the lumps of shrimp were confusing in the runny soup. With salt, pepper and some lemon juice, it was palatable, but the whole dish is just confusing. Oh ya, it's served with a side of Terra vegetable chips. Love those, but it doesn't really go with shrimp/tomato soup, not to mention that the soup was too brothy for dipping. I could go on about the other dishes but I don't want to think about it.
As for the accommodations, the bed was painfully hard and the sheets were thin, scratchy, and poor quality. The decor is typical and uninspired - like a holiday inn express. Furniture was not inviting and cosy which made the room unappealing and cold. At least it was a large room. Amenities were scarce, understandable that they want to make a buck, but they take it too far. A coffeemaker in the room should be standard at the least. At a luxury resort, they should have exotic teas and blends, too.
The bathroom, while clean, had signs of age and neglect (large grout cracks, chipped paint). The ginormous double tub was fabulous, but we used all of the shampoo and bath gel as they provide no bath products - what's the point? How stupid is the TV in the bathroom? It's too small to enjoy from the tub, can't be seen from the commode, and has no remote anyway. Luxury hotels usually provide toiletry goodies that you read about in magazines, not this place.
The bathrobes were nice and certainly made lying in bed more comfortable. And they had plush, gold logo embroidered towels enmass. But it's as if they spent all of their money on the towels and had nothing left for other updates and high-quality amenities.
Speaking of the towels, the Spa is packed to the rafters with them. And that's about it. Do NOT go to this spa. First, the room and concierge had no information on the spa! In hindsight, perhaps they didn't want people to go there. But I've never stayed at a luxury resort that didn't give you 150 different easy ways of booking services. After failing to find info anywhere at the resort, we walk over to the spa to check it out.
We decide to get massages after a hike and the spa receptionist fails to clarify what type of massage and masseuse we want. After our hike, we check in and the spa clerk briefly shows us around. she fails to tell us that the door to the hottub/pool locks automatically and you have to go around to the front to return to the locker rooms and lounge. The hottub and pool are located a short stroll past the golf club bag drop zone and the 18th green and adjacent to the many tennis courts. Discreet, relaxing, convenient - they've thought of everything here.
The locker and lounge rooms are very small and awkward. Two people can barely use the lockers at the same time. Changing attire in there is an embarrassment for many, I'm sure. The two showers are cold tile caves with no shelving or seating, not to mention floor towels. The slippers they provide are not textured for wet tile surfaces and get dangerously slick. The shower doors are barely opaque glass, you have no secrets in this spa.
The trash receptacles were overflowing and I didn't bother with the sauna and steam rooms as I was too scared to find out what lurked in there. Don't get me wrong, this place isn't necessarily grungy, it just seems like absolutely no one cares. Especially the management. At least the spa had an overabundance of those logo towels and that was my only source of refuge and comfort on this whole stay.
My massage and masseuse were fabulous, but my husbands turned out to be a man. Not that that's bad, but that's not what my husband wanted. While he went to reschedule for the next day, I was receiving my treatment and had our room key. He had the spa clerk arrange for the hotel to have another key ready for him and he left a note behind for me as we had a tight schedule to make a wedding right after our treatments. AT the appointed time, I asked the spa clerk if my husband had completed his treatment. She said no. I told her I would wait in the lounge for him and to direct him my way when he came out.
After 5 minutes passed, I realized that something had to be wrong as he is very prompt and hates being late. I asked her again and she said she hadn't seen him yet. I walked around once and then returned to check out. I told the clerk I would check us out while I waited for him. As she began the check out process she couldn't find my husband's appointment. After much fretting and searching, she remembered that he had left back to the hotel. By this time, I am 20 minutes late because of her absence of mind. After learning of my experience, my husband cancels his appoitnement the next morning. on the following day, when we check out of the hotel, he sees he has been charged for it anyway. Arguments ensue. A manager was not available to resolve professionally. Hardly surprising as the primary complaint is that this property clearly lacks strong and visible management.
That's because the Loews Ventana is NOT a luxury hotel. Save money on the name-your-price-websites and offer $75 to stay here. (You'll pay $9/day just to park there, but not because land is a premium like Chicago or San Francisco). Or, better yet, find a place that really has outstanding service and pay whatever they ask. It's really not about the money but about the experience. Loews will be "nice" for the inexperienced traveler, but expect mediocre on a good day and horrible on a bad for the experienced.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.