I live in the Bay Area and have known of the Ventana for as long as I can remember. I had been envious of my friends who had stayed in the past and always planned a stay for a special occasion. That occasion finally arrived this year, for my birthday. My husband surprised me with Romantic Spa Package.
During check-in, the receptionist confirmed our spa treatments for the next day, actually calling the spa, right there, in front of us, leaving us thinking all was taken care of.
Our room was fine..but, the special birthday "wine and cheese" that my husband had sent to our room beforehand was...old. The bread was moldy and stale..the cheese was...bad. The stereo did not work...none of this made for a bad review...everything else about it was fine. We went for a lovely hike the next day, anxious to return for our much needed (and confirmed) massages! When we got to the spa, we were then told we had no reservation. We showed them the confirmation both on our hotel reservations and the slip of paper handed to us the night before. "Sorry", the spa girl said. "There's nothing I can do about it". Perhaps call someone else? Maybe get on the phone and find out how this "bump" happened. No, she did nothing. Stared aimlessly at us until we left. We went directly to the receptionist and asked how our reservations were lost? She apologized, made lots of excuses and then...offered us some type of compensation. She didn't know what...but would come up with something while we went to dinner.
Next morning, the same girl told us that she and the spa staff decided to NOT charge us for the massages. (that was an obvious) AND that they would also give us the value of the massage in spa products. The massage was $240.00...therefore, we were to take $240.00 in spa products as their apology for bumping our appointment. I thought this was quite generous but accepted because they practically insisted. Even at the spa, I brought about 100.00 worth of things to the desk and the clerk kept insisting I bring more to the counter until it valued $240.00. In the meantime, my husband asked the clerk AND the receptionist to make sure we were NOT going to be billed for the massage and that this $240.00 in product was in ADDITION to the credit. Yes, yes, yes.
We left. Content. Happy that they came through with a generous apology. Until....we got our bill a couple weeks later. $240.00 for spa treatments. HAD to be an error. We called and recounted the whole experience. At that time, I was told to either send all the spa products back or send them $240.00. This person told me that the spa staff made a mistake. So...I asked...then, where is the "apology" for dumping our reservation? She mentioned MANY times that THEY made a mistake but that they would NEVER give a customer that much money back and thought we should have known that. (this brings up lots of questions about the Inns financial standings if $240.00 of retail causes this much angst) I simply said that we would contest the entire bill (over 2,000.00) and that I would have NEVER taken that much spa product if I wasn't practially forced to do so. They could have picked up the dessert tab if they wanted to make an apology. I would have been fine with that.
Anyway, I feel like I've vented enough. Ventana....still shaking my head over this one. Next time...I'll go across the street!
- Official Description (provided by the hotel):
- Ventana Inn & Spa is a luxurious resort nestled in the mountains above California’s central coast. Situated on 243 acres of wooded hillside, 1,200 feet above the Pacific Ocean on the Big Sur coast, Ventana Inn & Spa is quiet, secluded and beautiful. The Inn provides a peaceful and soothing atmosphere enhanced by its proximity to the area’s natural wonders. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Booking.com, Travelocity, Agoda, Jetsetter, Hotel.de, HRS, Reservation Counter and Despegar.com so you can book your Ventana Inn & Spa reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
- Also Known As:
- Ventana Inn And Spa
- Ventana Hotel Big Sur
- Ventana Resort Big Sur
- Ventana Inn Big Sur