We had a great timeComment of T. Michelle , United States the 2016-03-16
"Amazing location and beautiful resort!"
I surprised my husband for his birthday and took him to Terranea for the night. When we arrived the front desk informed us they had upgraded us from a regular king-size room to a 1 bedroom oceanfront casita! It was unexpected and the casita was beyond our expectations! Everything about our little getaway at Terranea was wonderful...can't wait to go back!
Terranea is a terrific venue. Great for families. Plenty to do. Amenities are terrific. Service was excellent. Food choices and quality were excellent. Rooms were well appointed and spotless. There are many attractive amenities.
"Gorgeous setting--front desk staff need customer service training"
The property is beautifully situated on the coast with gorgeous views. Wonderful food, lovely pools. There is staff everywhere you turn, in the halls, all over the property, which was a little disarming, but most were friendly and helpful. However, I locked myself out of our room (the third time the card keys would not work). I had just finished an hour long run and was sweaty and just wanted to get in the shower. Earlier that week, a good friend had died and I had hoped this trip to the coast would be a good place to help me grieve. When I got to the front desk and explained I needed a new card key, handing the staff the ones that did not work, I was immediately grilled about who I was, told that my name was not on the room roster (I was there with my husband who was attending a conference and they knew he'd brought his wife), what was my husband's name, his phone number, his office address. They refused to give me a new card key, saying I had the phone number wrong (and I couldn't recall his office address as we'd just moved). His secretary had made the reservations, and she had given them her number and email address. I explained this, but they said it didn't matter, they had to focus on their guest's security. I completely understand that I did not have my ID with me (I had been running); I had no way to prove this was my room except for my card key that was linked to the room, etc. But it was the way they made me feel: assuming the worst, that I was the interloper not the guest. She did not offer to try and figure it out or help. After several minutes, I had to call my husband who was in the middle of a business meeting to come to the front desk. They did not ask him for any ID or to answer the security questions; they just saw him, a male presence in a suit, and gave us new card keys! Something about this resort was 'off' from the start: it is pretentious in a 'new money' way. And, to be honest, it feels somewhat sleazy to stay in a huge resort on a gorgeous stretch of beach that is wild and undeveloped except for this place. Maybe it's the old Marineland vibes coming through.
"Beautiful Property - needs to improve Hospitality"
Terrific property in a beautiful setting. Accommodations are very nice. Hospitality is average with service being very much hit or miss. For example: when calling to see if a restaurant is open on more than one occasion the answer was let me check and then yes, only to walk over to the restaurant to find it closed. Better yet: 9am reservation at Mar Sel, arrive at 9am and the door is locked. We tried the door and knocked, nothing happened. We waited a moment and then the door was unlocked but not opened, we went in, were greeted and told it will be a few minutes - that turned into 10 minutes with no further acknowledgement and we left. Trays and plates from room service for the room next to ours were left out overnight & well into the next afternoon until we called and asked them to be picked up. We did speak with Michael (Manager) and Kevin (concierge) regarding the issues & they graciously listened.
"Relaxing visit outside of LA"
We visited with our adult kids and loved every minute....too short! The resort was beautiful and relaxing. Only a 30 min drive from LAX it had everything we needed. Great restaurants, heated pools (loved Cielo the adults only pool to relax with a drink, amazing views, but pool not heated), spa, golf, comfortable lounges, and impeccable accommodations. The Front Desk staff and Ryan our bellman made us feel so welcome, even on a rainy night! The glass of champagne was a nice touch on arrival and the rest of our stay met all of our expectations. Staff in all the food outlets, at the pool, front desk, and throughout the property always had a smile and were very accommodating. As a luxury travel advisor, I can be very picky at hotels, and my kids as well since they work in the hospitality industry for luxury hotels and are real foodies. They loved the food at all the restaurants, especially Mar'sel - our server was spot on and the food/wine selections were great. I can't say enough about this resort. We will definitely be back, and stay longer next time! Thank you Terranea for a great family vacation!
Credit cards accepted by the hotel: Visa - MasterCard - American Express - Diners Club - Japan Credit Bureau (JCB) - Discover
Check-in: 4:00 PM , Check-out: 12:00 PM