Lobby Bar And Terrace — Restaurant in Rancho Palos Verdes

I never thought I’d leave a review like this, especially for a five-star resort. My family, including two young kids, our spouses, and a friend, went to Terranea to enjoy a relaxing evening with drinks at the lobby bar. What we experienced instead was a series of rude and humiliating encounters with the staff that left us feeling deeply disappointed and, frankly, unwelcome.

It started with our waitress repeatedly asking if we had taken her lighter. Despite our polite responses, she kept insisting, even questioning my friend—who is a surgeon—as though he would steal something so trivial. When he asked to speak with a manager, we assumed there would be some understanding or at least a professional response. But the manager’s only response was to warn us that if we had any further interactions, we’d be removed from the property.

Then, two senior security personnel showed up and told us we would receive no service. When we voiced our concern about being treated unfairly, they warned us that if we even mentioned “racism” again, we would be removed from the resort. This happened right in front of our children and other guests, making us feel embarrassed and singled out.

We were treated with such rudeness and lack of respect that it was hard to believe we were in a five-star resort. It wasn’t just about the accusation over a lighter; it was the dismissive, discriminatory way we were spoken to and the complete lack of accountability from the staff. We even captured part of the incident on video, as it was truly shocking.

Terranea, if this is how you treat your guests, especially those who come with families and expect a welcoming environment, it’s time to re-evaluate your commitment to hospitality. We left feeling humiliated rather than relaxed, and I would caution anyone expecting respectful treatment to think twice...

I agree with the other post in regards to some of the staff being rude and discriminating. I live in RPV, and I've been here for 10 years. I own multiple properties, and I used to always bring my friends and family to Tarranea when they came into town. I was never questioned about my service animal until recently. The waitress, (with the blonde hair), rudely asked me if my dog was a service animal, and told me that "this is a restaurant, and he needs to be on the floor instead of your lap, and technically we don't allow animals here!!" I knew that her statement was false because I've seen other people bring their dogs to Tarranea's balcony, and not get questioned. I also called before hand to clarify bringing my service animal, and I was told that "it wouldn't be a problem because everyone brings their dogs." I sat in the restaurant for one hour and had to ask another waitress for hot tea. She told me that she would get my server, which took another 45 min!! I felt really bad and uncomfortable being treated with such disrespect, luckily the manager helped me, and was very commiserating. I don't know why they insist on hiring such rude and unprofessional people at Tarranea and they should do something to change it. My suggestion perhaps, would be to include a customer service class in regards to diversity, professionalism, and sensitivity. So this type of callous behavior won't...

A big shoutout to the manager at the lobby bar & lounge Rebecca Q. We went for a Mother’s Day celebration a week early as families were coming from different parts of southern CA. We had Reservations at Nelson’s. Unfortunately We were so disappointed as they had some kitchen/ customer service issues so it didn’t workout. I’m just going to leave it at that. We went to the bar lounge and just happens that the waitress overheard our disappointment. Rebecca comes and asked for details. We shared with her what transpired. Long story short she went above & beyond to make up for a bad experience downstairs to a top notch pleasant 5 star experience. If it wasn’t for her and that waitress who took action we wouldn’t ever come back. Rebecca deserves recognition as she was sincere and cared about the guests. Because of her I promised her that we would return. Thank you so much Rebecca for all you have done and made a bad experience to a...