Overall value: While the property itself is in good condition and the location is really beautiful, the service, management and hospitality was truly underwhelming for the high price. There are a few employees who try hard, but in general it seems like the hotel was trying to maximize profit by squeezing as many people + events in, charging as much as possible, and cutting as many costs as possible. I stayed w/ my husband and 2 year old son. We booked a 3 night stay and ate every meal on premise. Overall, we were disappointed with experience. I had been to Terranea in the past and remember it being a preeminent destination with top quality food and service and this was not the case this time. Check in: At check in when we arrived there was a line of about 20 people in front of us- there was a corporate event in front of us. This was a terrible experience for an $800+ a night hotel. It felt like a cattle call. As a principle to honor your guests, corporate events with large check ins should have a separate check in station that is not tied to the check in for regular guests. There were at least 3 corporate events, a large wedding and a a few smaller events happening- really packed. Food Quality: The lack of healthy, fresh food on the menus across the large restaurants in the resort was noticeable. As a parent with a child, I was very disappointed that the primary kids meal offerings were Burgers, Chicken Tenders, + Mac n Cheese. For one or two meals it's no issue, but for multi night stay please do better. I had to beg a server to get a side of vegetables at Catalina kitchen. At Nelsons I was told the only vegetable I could get my child was a cucumber. The food options at the spa cafe looked much healthier, but alas because I was ONLY a paying hotel guest I was turned away. We ate at Bashi twice and it was great, but it gets booked with reservations because it's the best option. It seems with COVID a lot of businesses are looking to maximize returns on costs and vegetables and fresh foods are expensive so they are reducing the quality and availability- this was evident especially at Catalina Kitchen and Nelsons. Pool Cleanliness: Because I have a child I was limited to the kid friendly pool. It was clear the service and cleanliness at this pool was deprioritized. In the morning the patio furniture was still strewn about from the day before. There were drink glasses from the night before. There was trash floating in the pool- yikes.…
This was our first time here. We couldn't believe something like this existed such a short drive from LA. From the views to the pools to the oceanside meals at Nelsons, we felt transported to a far away vacation spot. The highlight was the Ocean Kayaking trip, where we saw dolphins, sea lions and whales. We will definitely be back!
This was my second time staying here and Terranea is awesome!!! I highly recommend companies or even people just looking for a long weekend as this is the perfect setting. The staff are all super friendly and helpful!!!
We had an amazing time. We had an ocean front king.with spectacular view, but it is a long walk from the lobby. We did not like Bashi. It did not feel or taste like a high end restaurant with those prices. Food quality average. We liked Marsel. Amazing views and foot and service. The spa experience was a 10. Couples massage in room 1 with a balcony overlooking the ocean. Only room 1 has that, the other massage rooms have no view. It is a beautiful property with a wonderful walking trail. Highly recommend.
my wife and I stayed at the resort last night for a short getaway and a way for me to find a place to take my company on a team bonding retreat. The location was great but our experience was not up to par for an upscale luxury resort. It began when we tried booking our spa massages. The customer service person on the phone was rude and impatient with my wife. I called the spa manager and he gave us a complimentary upgrade. Next, we had trouble checking in. There was confusion on the date showing up on your computers. This was most likely an error through the third party we booked with. The troubling issue is that we called before arriving to confirm our reservation and the Terranea employee we spoke to said everything looked correct. The issue was resolved and again the front desk upgraded us. They also got a porter to send our luggage to our room so we could get to our spa appointment. At the spa, the 13 nozzle shower in the women’s locker room was out of order, in the mens room, the drain was backed up and water would pool up past my ankles. Upon arriving to our room for the first time, we found the door to be ajar with all our luggage sitting there, unsecured. The porter did not close the door properly. The door in room 3144 does not close properly and has to closed with extra force. Next, we called the concierge to make a reservation at Bashi for 8pm. I received a text message saying our table was ready at Mar’sels at 5:45pm. The concierge booked us the wrong restaurant at the wrong time. We just walked to Bashi to make a reservation with the hostess instead. At Bashi, we were excited to try the full sushi menu listed on the website but when it was time to order, the waiter said that their chef did not show up to work so they could not do many of the sushi items we planned on ordering. We had to make due with the limited items we did not want, and it was not satisfying. It would have been nice if the hostess gave us notice that the full menu was not being served that night. When we got back to the room after dinner, we wanted to take a bath in the tub. We go in the bathroom to find that the tub was not cleaned and had lots of short curly hairs in it. We called housekeeping and they quickly came up to clean it. All the employees we met in person were very nice, the location is beautiful, but the food was not the best and there were too many issues that occurred that did not make me feel good about spending the amount of money that I did there.…
They definitely earned their 5 star rating. All staff is friendly and on top of every detail. Scenery is breathtaking and there are restaurants for every taste. Family friendly also. I counted 4 pools and saw the live band the 80z Allstars at Nelson's and stayed all 4 hours. I only wish we could have stayed longer.
If you need a break from the LA scene, head down to Terranea Resort and have a relaxing weekend. Even though we were there for business, the vibe around the place was that of “come here and relax!” There is much to do with the hiking trails, the various restaurants and pools, and fun music at the local bar.
Visited this resort about 10 years ago and had a good experience. Very different this time around. Waited 2 hours for a simple breakfast room service delivery; good not get anyone to pick up the phone for basic things like a pick up from the room, stains on the couch (of an expensive villa) and carpet, general indifference to service. Given the price point, while the location is fantastic, a major update in service and accommodations is needed.
Prices too high but all else was very nice. Food and coffee prices were way too high but otherwise fabulous. I would suggest less expensive breakfasts at Catalina. Nelsons was great. Would come back if we could get room and food discounts for a family of 5.
5 star stay We will visit again. We would like to bring the children for the day. We would like info on day passes. We asked staff for info, but got mixed answers. Maybe it should be written in your website, and also make a drop menu for the info.
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