Big Sur Lodge — Hotel in Monterey

Our family, which includes a ten month old, four year old, and two elderly people, pre-booked two rooms at Big Sur lodge for 12/30-1/2. We unfortunately all came down with a major virus and first called Big Sur Lodge to let them know this on 12/28. We obviously did not want to contaminate others and could not make our eagerly anticipated road trip up highway one as a result. Every other lodging / hotel we called that we had reserved with, regardless of their cancellation policy understood the delicate nature of our situation and worked with us to get things resolved and working something out where we wouldn’t have to eat penalties or the fees paid. (Big shout out to Santa Ynez Marriott, Vespera Resort in Pismo, White Water in Cambria, Carmel Valley Inn and Ranch, and Madonna Inn). For whatever reason, Big Sur Lodge was a completely different story. Mason the manager there, first told us we would have to eat the whole prepaid amount. I asked him to please make an exception, that it was new years and the rooms could easily be rebooked by others, and that I could even provide him with the requisite medical paperwork. He wouldn’t budge but finally told me to call the reservations line to see what they could do. I called the reservation line and reservations told me that they would contact the manager, who was Mason, because it was completely within his discretion to make the reasonable accommodation request. Reservations assured that they would speak to Mason, see what they could do and get back to us. One day goes by and no call back. We are getting some to check in and so therefore call reservations and this time they tell us to speak to the front desk. The person working at the front desk also said that the manager, Mason would get back to us, but was not in. Two days pass. Mason still doesn’t get back to us. Now, here we are three days later and multiple calls more from us to the lodge and not vice-versa. Our check in date has passed, and Mason who I cold called, this time finally picked up the line and astonishingly says that we forfeit and don’t get our money back.

To be clear, we had Covid, and called PRIOR to our reservation date to deal with this matter; the lodge doesn’t have the courtesy to deal with the matter head on; leaves us hanging, and then only AFTER THE FACT when I have to chase them down, while also being sick, am told we forfeit our payment. This in my humble opinion is the hospitality business at its worst. Such a Mentality doesn’t belong within the Big Sur community, and shame on Mason and Big Sur Lodge for hanging up on me when I told them so. Bug Sur Lodge is not a business I would support or recommend to friends and family, because they are not friends, family, or customer...

So this an update from my previous review. You'll notice the 5 stars. Oh and it'll be a gooooood reason it is.

Moving on. This review is for room 9. Which has a fireplace and two queen beds with two rooms and a living room area.

They make you feel VERY welcomed here. The staff is absolutely OUTSTANDING. The rooms are updated, very clean and very well taken care of.

I will also be writing a review on their restaurant. But this one is about the lodge/rooms.

Upon walking up to the door of the room I noticed the deck was well maintained. Walking into the room it took me by surprise right away that it was VERY clean and well maintained. The room had a coffee maker, one sink, no bathtub but a great shower. The shower works well, the water is hot and the pressure of the water is great. The fireplace was clean and ready for the next guests. The beds were all fresh. I took the blankets off and inspected them to make sure there was no bed bugs or anything else. They were clean. The floors were vacuumed. Even under the beds had no dust or anything.

Oddly I felt like it was TO nice if that's such a thing. But in Big Sur you're sort of use to the rustic cabin in the woods type of feel. And I'm 100% fine with that. I come here to be apart of nature and enjoy the scenery, the sound of the trees with the wind and the stream.

It also might be the fact that we got very lucky on how not busy it was. There was absolutely 0 people staying anywhere near us. And I do believe that helped A LOT with how quiet it was and how nice our stay was. Had it been different with a full house of people I don't think I would of had such a good time.

Overall though I will say this. The staff here has gotten MUCH better. The kindness and professionalism displayed by them is at the out most highest regard I can say from what it previously was. There was 3 staff members I remember by name in particular.

Ashley. Which was a server in the restaurant that I will speak about in my updated review for the restaurant separate from this. Don't worry, everything about this server was good.

Ernesto. He seems to take care of the rooms, maintenance, trash and well overall... a little bit of everything. He had an excellent attitude towards us as guests and a good vibe. His wife also works here to and she's a wonderful person as well.

Would I recommend staying here? YES BUT I would 100% ask how busy it'll be. if you want the best experience here make sure it isn't busy. Or less busy for...

We arrived at Big Sur lodge for 1 night, as a layover for our journey from San Fran to Los Angeles. The lodge was easy to find from the address listed and sign posts assisted the rest of the way. The staff checked us in quickly and were very welcoming. We stayed in one of the smaller lodges (lodge 44) which had a nice king bed inside and ample space to place our many bags. We ate in the restaurant on site (which you kinda have to as it's in the middle of nowhere). Personally if I were to do this trip again, I would stop off for food before arriving as when we sat down to eat there were only 2 menu items remaining and the food was quite expensive (captive market I would imagine). Nevertheless the food was very good and the service was even better. Following dinner we had an early night in the cabin, followed by a brief stargazing session at midnight. Being able to see the Milky Way galaxy with my own eyes has always been a dream of mine, and our balcony out of the cabin gave us a perfect view. There are also lookout points nearby for those who are more interested.||Pros:|- Great location surrounded by extremely large Big Sur trees|- Friendly staff who provided a good service|- Comfy large king bed that easily fit two adults|- Ample plug sockets to charge devices|- Cute balcony with amazing views of the Milky Way at night|- Parking directly outside of the lodge||Cons:|- Limited menu items and high prices at the onsite restaurant|- Worn down bathroom with a small shower|- Poor WiFi connection|- Lack of modern comforts (such as a TV) - however this is very much publicised by the hotel so no surprises here|- Narrow driveways, make sure you take care turning corners - it is in the middle of the forrest!|- Sky light in the room, which is nice during the day however really needs a blind for those who don't want to...