I recently stayed at Alila Ventana for a babymoon, and I am genuinely confused about why this property gets so much praise.
From the start, I ran into issues with late-night dining. I tried ordering through the Hyatt app link, but it did not work. I then tried the concierge text line and initially got an automated message saying they could not accept messages overnight, followed shortly by a response taking my order. After placing it, I did not hear anything back for a long time and had to call the front desk to finally get the order processed.
The late-night food itself was very underwhelming, closer to pre-made airport-style sandwiches than anything reflective of a luxury property. Breakfast and lunch at Sur House, however, were genuinely good and probably the highlight of the stay.
Service at the pool was another major issue. Drink orders were delayed or forgotten, with one drink being left sitting at the bar until we had to point it out ourselves. Food orders took extremely long even when the pool was nearly empty. In one case, another group waiting for food before an activity had to intervene because their order had been forgotten as well.
What stood out most was the lack of basic follow-through. Used dishes were left outside our room overnight and were still there the next day. The same happened at the pool, where dirty plates remained untouched for hours after we left.
Overall, the consistency of slow or disorganized service made the stay feel far below what I expected from a property at this price point and reputation. Even the suite itself, while having nice views, felt fairly ordinary compared to other luxury properties I have stayed at.
I kept waiting to understand the hype, but I never really got that experience.
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