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“Excellent”

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The Resort at Pelican Hill
Ranked #4 of 18 Hotels in Newport Beach
Certificate of Excellence
Reviewed April 8, 2014

Loved this place. Wonderful service. New. Well kept grounds. Service was terrific. They even brought in a firm mattress for me! I'm coming back. Just one suggestion: Upon entry, one needs to get out of the car to check in and then get back in the car to get to the Villa. For such a nice place, it felt like we were going to a motel. In this day and age, with the use of technology, the hotel should check you in at the valet. It would be a nice touch.

  • Stayed: April 2014, traveled as a couple
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1  Thank Richard P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Reviewed April 7, 2014

There is no doubt that this a lavish resort where no expense has been spared in kitting out the estate. Unfortunately the service levels are completely inconsistent. The staff at the pool and in the two restaurants were very attentive and efficient but that was where efficiency ends and of course these are the areas where you have to pay for the service through tipping.....

When we checked in at 10 to 4 (check in time is 4pm) our room was not ready which was not a problem as we wanted to eat by the pool. I then asked the staff there if they could have our keys sent down - it was now half past 5. Keys duly arrived and we walked down to 'our' room and let ourselves in. To our total embarrassment it was not our room but another guests who were present. I'm not going to go into specifics but let's just say we were both left red faced - and understandably so. We flagged down a member of staff on a golf buggy who radioed through. There seemingly no concern at such a monumental mistake. 20 minutes of waiting by the side of the road and a fresh set of keys appeared. We let ourselves into the room - no bags. I call the desk and they say they are on their way down. Another 20 minutes later no bags (bear in mind this is over 2 hours after check in time) I call the duty manager who says they thought we had come in a taxi and now that he realises we dropped our car at valet parking he will "get straight onto it" which begs the question what on earth where they doing previously. We have a small baby who was getting more tired by the second as bedtime came and passed without the appearance of our bags., When they eventually did arrive the duty manager offered by phone "anything we needed - champagne?". Personally we find this approach very embarrassing - we are not on the look out for freebies and anyone who stays at hotels that command 5* prices can afford their own drinks one imagines. What we wanted was our room and our bags both fairly standard requests at any class of hotel! If the duty manager, Casey, felt some making up was needed he should have done it without asking. The few chocolates and card that appeared in the room later that day were a token gesture whereas the mistake was monumental - another guests room, it has never happened to us before anywhere - thank goodness!

Friends were staying at the hotel so we decided to stay an additional night. Before dinner I asked at front desk and was told this would be possible but they may have to move us to a different bungalow in the morning and to call between 8-9am and hopefully there would be a chance we could stay put in ours. When I phoned in the morning I was told there was no availability and that I "should have got the name of the person I spoke to". The staff member, Windsor (I made sure to get his name!), was very curt and rude and the antithesis of 5* service. I asked to speak to the duty manager, Jonathan, who again was fairly disinterested in my complaint. When I said that this was a continuation of very poor service he didn't know what I was talking about. If you have a problem in any 5* hotel in the world all staff are briefed on it so that they are aware for the duration of your stay - clearly not in this '5*' hotel. When I detailed our experiences Jonathan said they "rang a bell". I was flabbergasted. He then managed to find a bungalow where, according to Windsor, none had been available a mere 5 minutes earlier. It was at this point that we decided we no longer wished to pay such a high price for such poor service and promptly left. Nothing was done to try and rectify the situation and it was this lack of interest that typifies the management's approach to problems in this hotel. Amazing location, mediocre to appalling service. What a shame.

  • Stayed: April 2014, traveled with family
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8  Thank Valentina233
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PelicanHillResort, General Manager at The Resort at Pelican Hill, responded to this reviewResponded April 8, 2014

Thank you for taking the time to share your in-depth feedback about your experience. I sincerely apologize for the unfortunate disappointment you encountered during your stay. At Pelican Hill, it is our mission and responsibility to provide exceptional service and memorable experiences for each and every guest who chooses to visit our resort, and it troubles me that your experience did not reflect this. Please know that I have personally discussed your feedback with our front office staff and Villa manager, so we may continue to improve our service levels throughout the resort.

Once again, I apologize that your experience fell short of the Five-Standards you expect and we aim to deliver. What you encountered is the exception, and not the rule. Your candid thoughts are truly appreciated, and I would like to discuss your feedback further. I will provide you with my contact details separately in a private message, so you may contact me directly at your convenience. I look forward to the opportunity to listen and understand your perspective in more detail.

Kind regards,

Giuseppe Lama
Managing Director
The Resort at Pelican Hill

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 28, 2014 via mobile

Four of us stayed in a villa and it was outstanding. The accommodations, the views, the service, and the amenities are top notch! Not to mention the great golf courses and dining! The setting is fantastic and close to all types of restaurants, beaches, and shopping. All in all a place I would recommend to anyone.

Stayed: March 2014, traveled with friends
1  Thank Bruce H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed March 25, 2014

Got a great rate via AX Platinum, otherwise typical rates are to high. Great room "villa". Fireplace, huge bath, nice patio with table, loungers. Staff was great, not real flexible in restaurants as everything on xmas eve was prix fix only. Property is large and hilly, so expect to walk/hike, or call for shuttle. Great overall, although expensive for everything, but sometimes it is just worth it.

Stayed: December 2013, traveled with friends
1  Thank David M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed March 21, 2014

every where we we go to was pretty enough to take pictures. it was so fancy and the staff was so nice. OCCASIONALLY, WE ENCOUNTER SMELLY SMOKERS. the food was good but small portion. it consider girl portion instead of men food portion. food is pricey. at the pelican grill, the y have a nice bar lounge with beautiful view. they have 2 giant tv to watch sport and live band music except the music band kept playing songs the average guest don't know so they either ignore the band or get up and leave. the band need to realize they need to play song that guest know and able to sing along or dance along. they were awful.

Room Tip: DON'T SMOKE ON the premise and stop wearing grandma perfume--YUCK. DO not wear bikini if you are...
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  • Stayed: March 2014, traveled with friends
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2  Thank CHAUSTER B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed March 18, 2014

Truly. Combine Tuscany and the Amalfi coast, open your eyes- and you'll find yourself at Pelican Hill...surrounded by European architecture, the expansive pacific..and palm trees.

What a property... What a view... What service...What delicious food...What lovely bungalows ~ complete with sumptuous beds... what a Spa.
What's not to love?!?!?!

If you'd like to experience the best of California (all of the above) and avoid the worst (traffic, crowds,smog, snobs) look no further, and book your stay at Pelican Hill.

Room Tip: Book a King suite bungalow with the best view of the water.
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  • Stayed: January 2014, traveled as a couple
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1  Thank firstandfifteen
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed March 17, 2014

we stayed here for a week in in June 2013 and loved it. The place is luxurious and the unit is impeccable. We saw 2 hummingbird just outside the back porch when we came in for the first time. The smell of the flower garden fills up the room in the morning. We were given oceanview property and loved it. Best pool we've been to. One of the rare occasions where we actually attempted to extend our vacation. Loved the trips to Laguna Beach and the rest of Orange County. Would love to visit this place again, and enthusiastically recommend it!

Room Tip: request for oceanview
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  • Stayed: June 2013, traveled on business
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Thank dimfer
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about The Resort at Pelican Hill

Address: 22701 Pelican Hill Road South, Newport Beach, CA 92657-2008
Phone Number:
Location: United States > California > Orange County > Newport Beach
Amenities:
Bar / Lounge Beach Beverage Selection Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#1 Business Hotel in Newport Beach
#2 On the Beach Hotel in Newport Beach
#2 Romantic Hotel in Newport Beach
#3 Spa Hotel in Newport Beach
#3 Luxury Hotel in Newport Beach
Price Range: $411 - $1,654 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — The Resort at Pelican Hill 5*
Number of rooms: 332
Official Description (provided by the hotel):
Set on 504 acres by the Pacific Ocean in Newport Beach, The Resort at Pelican Hill(R) features: 128 two-, three- and four-bedroom villas with magnificent coastal views and an unparalleled array of appointments, immersing guests in the absolute finest of everything; 204 luxuriously appointed bungalow guest rooms and suites with private terraces; a rejuvenating Five-Star spa with a menu of the world's most celebrated therapies; world-class restaurants, including Andrea serving authentic Northern Italian cuisine; an iconic "Coliseum Pool," one of the largest circular pools anywhere with tiered decks and luxurious cabanas; and Pelican Hill Golf Club with 36 dramatic holes by Tom Fazio, nearly all with ocean panoramas. A Five-Star, Five-Diamond destination, Pelican Hill has earned acclaim as the 2012 Grand Resort selected by Andrew Harper's Hideaway Report; as Conde Nast Traveler Readers' Choice Awards Top Southern California Resort (2013 & 2012), Top U.S. Resort (2011), Top-Rated Golf Resort Worldwide (2012) and Top-Rated California Resort Spa (2012); in Travel + Leisure's "Top 100" World's Best Hotels (2011 Readers' Poll), and with two courses ranked among Golf Digest's America's 100 Greatest Public Golf Courses (2011). ... more   less 
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Also Known As:
Pelican Hill Hotel Newport Beach
Hotel At Pelican Hill
At Pelican Hill Hotel

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