Balboa Bay Resort

Unfortunately, our overall experience fell far below what we expected from a property of this caliber. From the moment we arrived, we experienced a noticeable lack of hospitality and attention to detail. From wandering the property with three large bags trying to locate the lobby, to disappointing service during a celebratory dinner at A+O, there were numerous service failures throughout our short 48-hour stay. However, the experience that stood out most was our terrible interaction with Elizabeth W. at the pool bar. Once we finally made it to the pool (after struggling with unclear signage and a room key that would not open the pool entrance), there were no available lounge chairs. It was difficult to tell whether chairs were occupied or simply had abandoned towels on them, so we settled on one of the shaded couches nearby. After approximately 10 minutes, despite several servers walking directly past us, no one acknowledged us or offered service. My husband eventually went to the bar himself and ordered two drinks along with chips, salsa, and guacamole. He returned with the drinks, but after another 20 minutes, the food had still not arrived, so he went back to the bar to check on it. The food was delivered about a minute later. By this point, we were ready for another round of drinks, yet we continued to be completely overlooked while multiple servers passed by. I finally went to the bar myself. After waiting while approximately five employees finished chatting behind the counter, Elizabeth W. asked how she could help. I asked if there was a reason we had not been receiving service. She asked where we were seated, and when I explained we were on the couches around the corner, her responses were, in order: “Sometimes it’s hard to see if people are sitting there.” I explained that multiple servers had walked directly past us without acknowledging us. “Sometimes people sitting over there are on business calls.” I let her know that I had not been on a call at any point. “We have a new server today, so he probably didn’t realize you needed anything.” At this point, I had heard three explanations, but not a single apology. Elizabeth eventually brought our drinks to us. When she arrived, instead of apologizing, she asked, “Are you okay? You seem upset.” I was honestly taken aback. I told her I was simply surprised by the level of service we had experienced. Rather than acknowledging our concerns, she began arguing with me, insisting that a server had brought us one of our drinks about 20 minutes earlier. I explained that this was incorrect—those were the drinks my husband had personally gone to the bar to order after we had initially been ignored. Only after offering a fourth explanation did Elizabeth finally apologize before walking away. While disappointing service can happen anywhere, this was probably the most severe lack of customer service I have ever encountered.

Mixed experience. Positives first. Staff is wonderful with a special appreciation for Rami A. at check in. Everyone was very friendly and helpful. One the first day the AC in the room was not working, and Rami A. immediately handle the situation and got us a different room quickly. The location and overall atmosphere are wonderful. The rooms were clean and quiet. There is an adjacent member only yacht club building that our room was in. Members had no problem letting you know you're considered a nuisance staying in their club. Highly suggest requesting a room on the resort side. Plus, there is no pool, restaurant or bar available on the yacht club side, so you have to walk a distance to get a drink. In room dining is available, however you have to wait until 8:00 am if you want breakfast and coffee. Again, you have to walk over to the resort side if want any amenities. Overall, it's decent value. The staff and location are the only reason I would stay again.

Balboa Bay Resort gave us one of the best hotel experiences we have had in a long time. If you want to experience what top-notch customer service truly feels like, this is the place. My spouse and I stayed here for two nights to celebrate our 5-year anniversary, and as a same-sex couple, we felt completely welcomed, respected, and cared for from the moment we arrived. The staff was so accommodating, warm, and genuinely kind. When we arrived, they had chocolate-covered strawberries waiting in our room, along with a complimentary bottle of wine. They also offer nightly turndown service, which added such a thoughtful and luxurious touch to our stay. Our room was huge, beautifully kept, and had a balcony overlooking the pool. The entire resort was clean, elegant, and well maintained. Even though they were renovating the lobby during our stay, it did not take away from the experience at all. Everything still felt peaceful, organized, and high-end. Every staff member we encountered greeted us and made us feel welcome. The food was delicious both at the bar and in the restaurant. Jake, the valet, was amazing and so helpful throughout our stay. The staff at Blend was also wonderful. The butter croissant and spinach and cheese croissant alone are worth coming back for, and the vanilla matcha was absolutely delicious. We loved this resort so much that we are already planning to come back later this year so we can enjoy the pool. It was a little too chilly to get in the water during our anniversary weekend, but that just gives us another reason to return. Trust me, book this resort. You will not be disappointed.