Terranea Resort — Hotel in Rancho Palos Verdes

As someone who writes travel and hotel blogs and reviews for a living, I will honor my professionalism and be as un-emotional in this review as possible.||To start, it is worth mentioning that the property is beautiful, truly! The landscaping is well preserved, and the architecture is aesthetically pleasing. ||When arriving into the resort, the line to enter took approximately 10 minutes to clear, which I wasn't immediately upset by because I assumed it would be busy entering a holiday weekend. It was disappointing to see only one person at the podium writing tags for people, but I understand things happen. Not sure if there was a staffing issue, or just poor planning. This should have been an omen of things to come. ||When entering the circle drive, you are pretty much left with the only option to valet park and pay the fee. When asking about self-parking, we were advised that we could not do so as overnight guests as they would ticket and/or tow vehicles after midnight. The valet was very frantic and disorganized, almost like they were scrambling and were not quite sure where to send people and what to do.||When we entered the main lobby, there was a line about 8 people long, but credit due to the staff as they had nearly every computer with someone assisting guests, and the line moved fairly quickly. My friends and I were visiting the resort for a girl's weekend, and the room was arranged and booked by my friend, who had raved about the resort. When we approached the employee at the desk, we were told, "I'll call you when I'm ready for you". Not a great greeting, but again, I can sympathize with an overwhelming, busy day, and I'm sure they had been dealing with some not-so-pleasant people.|| The website states that check-in begins at 4pm, but at 4:25, our room was not ready. We were offered a $100 credit for our "inconvenience", but little did we know that was practically useless, as we were unable to be served anywhere that evening due to wait times and reservation issues. Clearly this was another omen of things to come. ||We received a text that our room was ready at 5:15, which then cause us to rush for our 6:00pm dinner reservation at Nelson's. After waiting 37 minutes for our luggage to arrive to the room, my friends and I quickly got ready to go to Nelson's for our 6pm reservation. ||We ultimately arrived to Nelson's at 5:55pm, and there was a line at the host stand, which again, not an immediate problem because of the crowds. We approached the host at 6:02pm, after standing in line for 7 minutes, to check in for our reservation, only to be told that our table had been given away because we were "late". We explained that we had been waiting in line for 7 minutes, and we were told "since we are busy you should have arrived earlier, there is nothing we can do for you now except put you on the waiting list and you are not guaranteed to be accommodated". We were shocked and mortified by this, but clearly we were at their mercy and were sent off to fend for ourselves. This ultimately ended with us ordering DoorDash for dinner, as we were turned away from every other dining option due to them being at capacity and unable to serve us. Shame to be spending $900 a night and have to order delivery services to have dinner.||Unfortunately, the horrors continued with Housekeeping and Room Service. We realized early on that there was only 2 sets of towels in the room, so we requested a third set as there were 3 of us, but that ultimately never arrived. I ended up going down to the Front Desk to get extra towels from the male employee that was there in the evening, whom we would ultimately speak to the next evening. We called Room Service that evening to schedule breakfast delivery, and after waiting on the line for 20 minutes, we ultimately placed the order. We had scheduled the order to be delivered at 9:00am, and after it arrived at 9:25, it was cold and disgusting. We couldn't even finish it.||The room was above average at best, nothing too special. The view was lovely, but for $900/night, I was expecting much, much more. We NEVER received housekeeping for our entire stay, and when we called about it, we were told "Well, did you have a privacy sign on?" Which was infuriating because we didn't even have a privacy sign in our room for the door, it was missing all together. NOBODY staying in a resort this expensive should have to constantly request time and time again for the most basic services that a Holiday Inn can provide without issue. ||Continuing on with the dining issues, we had dinner at Catalina Kitchen for our second night. Even with a 6pm reservation, we were not seated until about 6:40pm, were not greeted by a server until 7:00pm, and when the food finally did arrive over an hour later, it was cold, flavorless, and nearly inedible. Very disappointing to say the least. ||After dinner, continually upset by all of our experiences, we went to the Front Desk to speak to someone about everything that had happened. When we approached, the only employee at the Front Desk was getting screamed at by a man who was voicing all of the concerns we had as well. Poor service and poor experiences throughout their stay. The employee stayed very composed and was responding respectfully and empathetically from what we could hear. The poor employee was practically having to shout because the music from the bar was so loud you could barely have a conversation. When we approached, I asked for his name, and he provided his name (Corey), and asked how he could assist us. We voiced our concerns and experiences to Corey and he was extremely professional, empathetic, and apologetic to our situation and multiple issues. Rather that offer excuses and use the excuse of "It's really busy" he took the time to apologize for our experience and for the lack of service we had received and asked if there was anything he could do to make it better. I believe he gave my friend a credit for the room, but more important to note, this was the FIRST employee on the property we had encountered with ANY professionalism, kindness, and compassion. ||Needless to say our experience was terrible overall. Throughout my travels for pleasure and business, I have stayed at a variety of hotels from Holiday Inns to Ritz-Carltons. I can honestly say aside from the service we received from Corey, I have had better experiences from Holiday Inns. It is so sad because this property is GORGEOUS and has such ENORMOUS potential. I'm not sure if they had a melt down this weekend, or just simply couldn't handle a high booking weekend, but it was definitely a disappointing experience all around.||To whomever reads these, potential guests or hotel staff, the most redeeming quality of this resort is the kindness and professionalism from Corey at the check in desk. To Terranea, his is an asset you desperately need. In my line of work, I work with several individuals that do hotel reports for Forbes and other travel products and suppliers, and after my experience this weekend, it's a miracle this property is recognized at all.||Do better Terranea, you have the potential...

We had been to Terrenea pre-covid and we enjoyed it and its proximity to LA. So we decided to get away from the snow for a return visit in January of this year. ||It was so disappointing! It still had stunning views of the Pacific. But the level of service has declined and declined badly. The hotel needs refreshing in many places.||When we arrived the first evening, it was after dark. The valet service drives guests down to the Bungalows where we were staying. The big problem was our driver had no idea where our bungalow was. He drove to an area near our bungalow, but not to our bungalow. My husband and I had to search with the flashlights on our Iphones for the correctly numbered bungalow. The guy who takes guests to their bungalows should know where they are. One of the things I do love about Terrenea is how they keep the light pollution down at night. However, no guests should be left to search in the dark for their accommodations. ||We valet parked our rental car. You text the number of your valet ticket to the valet desk so they bring up your car. This system worked for the most part, but once when we texted the number on our ticket to the valet, the valet desk misread the number and brought up the wrong car. I really do understand everyone makes mistakes. It is especially easy to transpose numbers. The problem was no one told us. And the different valet guys kept coming up to us and asking if we needed help. We said we were waiting for our car. The next guy asks if we are waiting for an Uber. No, still waiting for the car. Next guy asks us if we are waiting for a taxi. No, still waiting for our car. The NEXT valet comes up and asks if we need help in arranging transportation off the property. No, still waiting for our car. Since they brought the wrong car up and they had no other outstanding car requests, it began to become evident that they thought we didn’t belong on the property. I finally went to the valet desk and spoke to the guy behind the desk. He started screaming at me that he made a mistake. As I said, I understand people make mistakes, but half an hour had past and we still had no car and the other valet guys were clearly wondering what my husband and I were doing on the property. If you make a mistake, just say so and fix it. And please don’t make your guests paying thousands of dollars a day feel unwelcome. It was a bad moment that left me feeling very uncomfortable. ||My sister was staying in the bungalow with us and she arrived about 5 hours before us. I had called the front desk weeks before arrival and asked that she did not have to produce a credit card for incidentals when she arrived. This trip was a gift to her and I didn’t want her to have to charge things. They told me that was not their policy (it is pretty standard for a hotel to ask for a credit card upon arrival, I know that), but the woman I spoke to weeks before hand had said she spoke to her manager and I could e-sign documents so my sister didn’t have to produce a credit card. She sent me the e-sign documents (several times, apparently I wasn’t e-signing fast enough for her) and I e-signed them saying my credit card would be used when she checked in. Because I knew this was a policy exception (that they told me) they were making for me, I called the front desk the week before we left to confirm this. They said they had no record of this. I asked them to please look again and they found it and said my sister would not be asked for a credit card when she checked in before us. Of course, she arrived and they asked her for a credit card (she was perfectly capable of paying with a credit card). However, it required an extra trip to the front desk to get her credit card off our folio and a lengthy explanation to the front desk clerk who did not understand why I wanted to use my credit card and not my sister’s. ||I asked long before check in that no scents or air fresheners be used in our room. I not only asked when making the reservation, I also sent in Terrenea’s preference form (emailed to me before arrival) which clearly stated we did not want any unnecessary scents in the room. Well, they disregarded that request because they had machines (that plug into the wall) that release scent all day! For someone who is allergic to many scents, this was a nightmare!||The condition of the hotel had also gone downhill. There were several light bulbs that needed to be replaced in our unit. They were never replaced despite telling housekeeping about them. The first night we arrived, the heat didn’t work. They told us how to “fix” the thermostat that night. It didn’t work. I was so tired and cold, that I just put my warmest clothes on and went to sleep. We finally had engineering come in the morning and the whole heating system had been turned off. Did they not know that guests were arriving in that bungalow that night? The carpeting was frayed in many places and was a tripping hazard where it met with the tile. The refrigerator (stainless steel) was severely dented on the front. It worked, but had people been in there throwing rocks at it? ||The final bill? I’m still waiting for it. When we checked out, they said they would email the itemized bill (I specifically asked for the entire bill to be itemized). I got the email from the hotel while waiting at LAX for my flight home. The amount of the final bill? Eight hundred dollars — yes, $800. I called them and asked for the ENTIRE bill to be emailed. They sent the same bill to me again — three times. I know what was charge was for — it was valet parking. That is fine, but I wanted an itemized bill that reflected our entire stay. I spoke to at least 4 people about it since getting home and I still don’t have it. ||Overall, I didn’t feel welcomed or valued as a customer. I had previously really liked Terrenea and was so disappointed by what it had become. The views of the Pacific are still terrific, but I won’t spend money at...

I recently had the pleasure of visiting Terranea Resort in Palos Verdes, CA, and it was an absolute delight. Despite not knowing about the resort beforehand, we received a warm invitation for a site tour from Julia Bakhoum, one of the leisure sales managers. Julia helped us choose a date, took note of our preferences, and prepared a wonderful itinerary for our visit.

Accompanied by my wife, two daughters, and familiar with Palos Verdes, we couldn't help but appreciate the breathtaking scenery on our way to the resort. We arrived a few minutes early, and to our surprise, Julia was waiting outside with her colleague to warmly greet us. From the valet staff to Ms. Bakhoum and her team, everyone made us feel genuinely welcome.

The tour started with an overview of the hotel's history and location. We explored various room options, from the King rooms to the luxurious suites and the stunning Shearwater Suite, all of which were immaculately clean, cozy, and boasted soothing ocean views or pool views. Along the way, we had the pleasure of meeting other managers and supervisors, engaging in pleasant conversations that added a personal touch to our experience.

Following the hotel tour, we headed to The Beach Cove, the resort's charming beach. Although it was a small opening with a rocky beach, it was exceptionally clean. The resort compensates for its size by offering a range of activities, including guided kayaking, stand-up paddleboarding (SUP), and archery with real bows. We were greeted by a manager who took the time to explain all the available activities.

We also had the opportunity to visit the spa, where we met David, the spa manager. He provided a detailed explanation of the spa's offerings for both guests and day pass users. The spa facilities, including the lockers, sauna, segregated areas, and common spaces, were impeccable. The treatment rooms and waiting area boasted breathtaking ocean views, with the sound of waves breaking on the rocks creating a soothing ambiance.

Next, we explored Nelson's, one of the resort's excellent restaurants. The atmosphere and setup were delightful, and we also had the chance to see the Villas, Bungalows, and Casitas. The spacious and cozy accommodations featured elegant decor and top-notch luxury furnishings, leaving us truly impressed.

Although the golf course was a 9-hole, par-3 executive course, not my personal favorite, the well-maintained grounds and breathtaking views made it enticing. We had the opportunity to chat with Mike, the golf manager, who provided us with a tour. The addition of golf simulators for warm-up and lessons was a nice touch, enhancing the overall golfing experience.

We also explored the lobby, Sea Beans (the resort's coffee shop), and Marea The Store before enjoying a delightful seafood buffet dinner at Catalina Kitchen. Despite my usual reservations about buffets, the quality of the food exceeded my expectations, deserving a rating of 9/10. The oysters and crab claws were of exceptional quality, and the service was outstanding. The attentive manager frequently checked on us, ensuring our satisfaction, and a sommelier expertly paired our meal with a lovely Chardonnay.

After dinner, Mrs. Bakhoum had thoughtfully reserved a prime spot for us in the main lobby, where a comedy show featuring three talented comedians entertained us. It was a delightful experience to learn that Terranea offers different activities and shows daily, including live music, magicians, and comedy shows.

Terranea Resort is truly a hidden gem that transports you to another world beyond California, offering a plethora of things to love and do. As someone who frequently travels overseas for business and leisure, I have noticed a decline in hospitality standards within the United States. However, Terranea shattered those perceptions with its old-school hospitality, surpassing expectations and creating lasting memories. I can't wait to return for a staycation or a small...