Hyatt Carmel Highlands, Overlooking Big Sur Coast & Highlands Inn, A Hyatt Residence Club

Check-in took 30 minutes because the girl was clueless, untrained and unprofessional; she tried to give me a standard room when I booked a suite- For the same price! Finally, the manager came and magically found our room to be available.
The size of the suite is perfect, but the furniture was mismatched and really old. I found 2 cushions in the broom closet left behind and used them on the hard wooden chairs, just to enjoy the view. Don't waste your money here, you pay for Hyatt name but it is barely a 3 star these days. No dinner, no room service, no housekeeping; what are we paying exorbitant prices for?

We paid more than usd 600 for what was supposed to be a good room. First they gave us a room that did not have the amenities promised on the booking. And the room had a terrible smell.
So we asked to change rooms. Second room was a little better but did not have the spare bed I had paid for at the time of the reservation. They said they would put it. They did not. We called and they said they had run out of it (although I had paid for it at the booking).
Terrible service. Terrible rooms. Terrible hotel. Not worth at all for what you pay for. Avoid by any means to stay here, I am sure you will regret it. Never coming back. There are much better options in the region. You pay a lot to be treated poorly.

This place is beautiful and I would give it 5 stars based on the resort grounds and views alone, however, the rooms and service leave room for improvement.

I arrived around 3: 15pm (check in is at 4) and stopped by the main desk to see if my room was ready by chance. The person at the desk said they were finishing up cleaning the room and took my number to text me when the room was ready. I waited in the lobby and at 4: 30 when I hadn’t heard anything, I checked in with the desk to see if there were any updates. A different worker said my room had been given to someone else.

They promptly gave me another room which was nice, but it was a lower level room and I could hear every footstep from the room upstairs. It was so loud. The room itself was ok. The bathroom was pretty outdated. I understand that they aren’t doing daily cleaning service due to COVID, but it would be great to provide enough coffee, coffee cups and towels for more than one night.

At 10 am on the day I was checking out, housekeeping knocked on my door and asked if I was leaving (check out is at 12pm). About 30 minutes later, my fiancé went to pull our car up and I had left our room door slightly open while I waited in our room for him. Housekeeping walked into my room without knocking and again asked when I was leaving. It was kind of off putting considering it wasn’t quite checkout time.

Overall, the views were pretty but I’d probably stay somewhere else next time.

Booked this place for my brother and his new wife’s wedding night. We booked a suite.

We asked if they couldn’t do something nice like rose petals in the room beforehand and they said no because of COVID protocol. (?)

Upon check in, they downgraded their room to a queen bed and said it was an “upgrade”.

All they wanted to do was watch a movie and relax after a long day. Then, the tv didn’t work so they couldn't even do that. You’d think simply paying $600+ that they’d have a check box for “make sure the tv works”. With their lack of attention to detail I lack faith in their “COVID protocol” which they claim to take so seriously.

They had a perfect day and the end of it was just ruined by poor hospitality. We’ll be calling to speak with management.

Great Hyatt resort, in the Carmel Highlands. Most of the rooms have great views of the Pacific ocean. We had a great stay here. The restaurant has great views. When we were there, their menu was limited, due to the pandemic and staffing issues. A wonderful place to stay and joy.

Beautiful views, amazing location and a real fireplace to top it off. Front desk and bell staff are always friendly and ready to help with anything. After checking in a staff member follows you to your car, once you park they help you unload all of your luggage into a golf cart and give you a ride to your room and lend a hand with luggage the whole way there. They do a good job of making their customers feel like V. I. P!

The only negative comment I have is one night I was woken up by a man (no name tag or employee shirt) at the door telling me to be quiet down because the person in the room next to me called to complain. Not sure what that was about considering I had been asleep, also not sure why he would say who it was that complained. Seemed very strange and unprofessional.

This five star review is for the gentleman who helped out in our conference room last week. He went above and beyond to give me food when I was hungry towards the end of our company meeting and realized that lunch wasn't being served. Your kindness made this hotel stand out from other beautiful places I had stayed. Another person in the team made the efforts to remember my name and my coworker's name. Thank you for making our stay special.

It would be hard to find a better view property than the ocean view rooms here. But it will cost you $900/night or $1500+ per night if you have the gall to stay an extra night in car week season. And currently their restaurant is not open for dinner. Figure that one out. Bfast and lunch no dinner. ANNOYING IN THE EXTREME.it’s not like you can walk 5 or 10 minutes to someplace else. Little else goes on here. Pool sketchy because of microclimate spa not available in COVID TIME. Despite several past positive experiences we’re done here.

I had called ahead for wine and strawberries in the room, and was transferred to food and beverage. Left a voice mail with my email address to confirm either way. No email, no wine and berries.

Did the Bed and Breakfast package. Check in provided minimal information about the resort, let alone the package. Told to talk to valet out front about directions, though none was there.

The view and setting is great, but you cannot rely on that and let the service fail. That is what is happening here. Stayed at two other properties on this trip, both less expensive and both far better at service.

The views were great but service was ATROCIOUS. I honestly couldn’t believe the quality at the price you pay to stay there.
When we arrived, there was a real traffic jam to get checked in. Once we managed to find a place to park and get our keys, the lady at the reception said- the valet will show you to your room and he’ll with luggage. Ok, we go outside- there’s a huge queue of cars and no staff. One guy runs up to people parked ahead of us, and starts fretting with those guys. He shouted at us: I’ll be back! Meanwhile, we are blocking way for other people to park and go check in as there’s simply nowhere to park otherwise. It was ridiculous- check in hours and you have one guy trying to manage it? !? ! Never seen this in any other Hyatt. We ended up driving off and looking for our room ourselves (the hotel is in the cliff so it’s not a straightforward layout)
Other things: no dinner at the hotel, no one brings you extra teabag when you ask for one, no soap in the room… just very dissatisfactory. Probably would say the worst Hyatt stay for me. Don’t bother going!

The view of the room is good even though our friends and I stay in 510 & 511 where trees blocks our view.

We are here on honeymoon but when we checked in, the front desk was in a rush and didn’t explain anything about hotels facility and we had to ask everything knowing pandemic might affect service hour… etc.

Being a hotelier myself, I was expecting a bit more than what I experienced.

We’ve first stayed here 15 years ago and since then, this is our favorite hotel in Carmel. The views from our room or the dining areas are incredible.

Strategically located outside of Carmel with a stunning view. Rooms are spacious. They even provide with logs for your fireplace. Restaurant has amazing view almost hypnotizing. Whole different definition of ocean view. Staff is very friendly and helpful. Only few downs: is parking very limited sometimes you have park on the other side of property. Second, hotel is very outdated and needs complete remodeling. Other than that it is nice getaway retreat. Away from big city madness. Night time sky is die for. You can literally can see Milky Way. Not much to do with kids but there is a pool available. Due to its location no available easy accessible hikes. But 5 minutes away nicest Lobo preserve park with stunning views but it is whole new different review.

Beautiful hotel, but.arriving before 400pm is impossible to get anything to eat, the beautiful restaurant gazebo is closed, for the next 3 days for weddings.why am I paying top dollars to stay at this hotel? Not sure if is worth staying here

This is a great base for your Big Sur adventures. Minutes from Carmel by the Sea with lots of celebrities close by. Gorgeous views surround you. Beautiful place to stay

Terrible hotel.
We arrived to find out there was no water in the room. When we asked why we were not notified before our arrival they said it had just happened. When we spoke to the water co crew working on the property they said they had been there for more than 8 hours.
We were given a different room under the restaurant. No pads on the wooden chairs feet made for a 6: 00 wake up every morning.
The furniture in the room was typical of the white ikea build your own. They discounted the room after complaining. The rate went from 800.00 per night to 600.00.
This room was comparable to an old inn at 125.00 per night (at best).

They book timeshares through air bnb, while at the same time reporting locals who rent their houses, and also violating the rules of the Carmel highlands association shining a big fat light right on my house. TRASH

This is BY FAR THE ABSOLUTE BEST hotel you will stay in California. The views breath taking, the rooms are as clean as they can be. Wood burning fire place. Ginormous jacuzzi tub. What else can you ask for. I come here a few times a year and every time it KILLS me to leave.

I’ll start with the positives. The view is totally amazing and the staff that is here is wonderful.

The negatives — no valet, no room service, no housekeeping, internet is amazingly slow, rooms are old and tired. They have added services post lockdown that make them money, but nothing to support or service guests.

Not worth the price by a long shot. Save your money.