Carmel Valley Ranch

We decided to return to The Ranch. Unfortunately, our holiday getaway coincided with a historic storm that knocked out power to over 50,000 customers in Monterey County and produced an F-1 tornado less than 50 miles away. Our drive on the morning of December 14 was uneventful. While we were having lunch in Pacific Grove, I received the first of several texts from the property notifying me that the power was out with no updates on restoration. My party (husband with mobility issues and daughter and her family with a 14-month-old), headed to The Ranch regardless, not understanding the severity of the situation. When we checked into our two rooms, we were offered free coffee at the little shop. We took them up on it and made our way to our rooms. I unpacked but my daughter wisely waited, having lots more gear to unload. For four hours we huddled in front of the gas fireplace, used our iPhone flashlights to utilize the blacked-out bathroom and made the most of an increasingly depressing situation. Our two-night stay, one that was planned months out, knowing that it might be the last for our family, was untenable, even with a can of shared Pringles and toddler snacks. With no lactose-free milk for the little one, no refrigeration to keep any future nourishment fresh, and temperatures that were falling as quickly as our spirits, we decided to pack up and head to the lobby and check out. But let’s back up a bit, shall we? I did check in with the front desk around 4 pm to inquire if we could receive a refund for our first night’s deposit and was told yes, of course. No other accommodations were offered, no goodwill gestures even though my daughter had heard the same staff member promise another guest complimentary breakfast the following morning if she and her party stuck it out. During the 4 pm hour, the lobby was overflowing with people as it was the only space that had power with the help of a generator. It resembled an airport terminal during a winter storm. At 6:30 pm, when we drove from our rooms to the lobby, the staff had blocked the entrance and wouldn’t let us park. It was obvious that all spaces were taken, but when my son-in-law attempted to explain that we weren’t staying but merely checking out, his words were met with a turned-back. That particular incident really struck me. I hopped out while everyone waited in the car and what I found in the lobby was surreal. Front desk staff were chatty and laughing, guests were audibly enjoying themselves in the packed restaurant and various people were sitting by the fire. It felt like a club I wasn’t allowed to join. I couldn’t help but wonder how these people would find their way back to their rooms in the dark, stay warm with a gas fireplace that ran on a timer and justify the high nightly rate under the circumstances. I was promptly greeted and the young woman was apologetic. She confirmed that power would not be restored until the following evening and that the deposits for the two rooms would be refunded. She then mentioned that any charges incurred while on the property would also be refunded. Did I miss the memo? Could we at some point have left our frigid room and grabbed a snack or meal on the house as compensation for the ruined family trip? Again, I felt that graciousness evaded me. During the drive home that night, even with the sting of the day still fresh, we discussed attempting another trip to The Ranch before the holiday decor was put away and the grind of work returned. A week later I spent more than an hour on the phone, first speaking with the front desk manager and then the reservation manager, seeking compensation for the inconvenience by way of room rates. Undoubtedly, rates were high due to the holiday season, and as I stated earlier, I had secured a “local” rate months ago. I was simply asking for them to honor my original rate. But they couldn’t do it. There was reverse psych at play while they expressed disappointment that we wouldn’t be able to return as though the burden was on me to reconsider. I ended up booking two rooms for two nights at a substantially higher rate. As soon as I did, I realized my mistake and quickly called back to cancel. My former and current profession provides me with insight into the world of discretionary hotel rates and how to treat customers. I hope management reads this and considers future training for situations when the entire property is affected by man-made or nature-derived catastrophes. Have a protocol in place that grants each and every guest, regardless of their Hyatt status or room rate, the same gratis perks for the inconvenience. Offer more than an apology. Consider sending every guest affected a discount code on a future stay. Something! Oh, and also consider informing people that the rooms are equipped with lanterns. There are loads of wonderful places to travel in the world and wonderful properties to experience. Guests should feel valued, even if their stay is disrupted by an epic storm.

Always a wonderful experience staying at Carmel Valley Ranch. We try to go for a couple nights each year, have been at different times of the year and each lend itself to different seasonal beauty. The grounds, staff, food and atmosphere never disappoint. The level of professionalism and sincerity with the staff, the quality of food and the beauty and cleanliness of the grounds always have me feeling comfortable and welcome. LOVED being there with all of the Christmas decor up this time! The ranch made goat cheese, wine and raw honey tastings were much appreciated!

stayed 3 days for a company event. Room is clean and comfortable. There are different levels/distance of trails for hiking and with nice views too. Had fun at the "meet the goats" activity. Good location to visit Carmel & Monterey, will consider staying for future personal vacation.

The hotel is set in a beautiful setting, and we enjoyed the property very much. Highlight was the service by the food and beverage team led by Sasa, who really ensures every guest has a memorable experience. Very pet friendly. Lots of fun activities.

The guest service is unmatched. You definitely see the Forbes -Five Star training in play. Every employee asks you questions to connect, remembers what you told them and refers to the conversation later. The rooms and property are decorated beautifully. Shout to Chris, the manager of the restaurant. He gets guest service at its finest.