Within minutes of Carmel and Ocean Avenue, Bixby Bridge, and 17 mile drive at Pebble Beach, the location of the Hyatt Carmel Highlands is ideal for a vacation and getaway along the PCH.
The hotel is pretty dated in terms of the exterior. However the interior is much better updated but still a little dated.
We had an Oceanview Townhouse spa suite, which was two stories. Top story (entry) had the kitchen, living room with sofa bed, and full bathroom. Bottom floor had the king bed and master bathroom.
During covid, the fitness center was closed but poll was open. Restaurant was also closed during our visit.
Parking was pretty limited but hotel staff assisted with carrying your luggage up the hills on golf carts.
Overall for the price/points redemption, the value is not as great considering the same amount of points can get you a really nice hotel at possibly a Grand Hyatt or so in a major city. But the location is very ideal and views are amazing which is why I gave it a 3 star review.
I had hoped to not have to write this review. Yesterday morning I put a call into the general manager, asking for him to call me in my room. Since the manager opted to not call me back, I felt I had no recourse but to offer up some of my observations in this forum (in the rooms there isn't even the option of guest comment cards - clearly management doesn't want to know what its guests are thinking).
While I understand that this pandemic has greatly impacted the hospitality business, there are countless examples of operations that have found ways to accommodate guests. The Hyatt Highlands Carmel is not one of those businesses. On the property they have two of the best view balconies in this gorgeous area. At this time those balconies only appear to be used by individuals trying to sell guests timeshares. That's right. They've closed the gym. They have no food service. There is no ping pong. There is no room service. They've discontinued daily newspaper service. But they're still selling timeshares. Their priorities are clear.
Yesterday we visited the Carmel Crossroads (about four miles from the property). Every restaurant was operational utilizing the outdoor space available. Bear in mind that these spaces were limited, not like the expansive decks at the Hyatt.
Next door at the Tickled Pink Inn breakfasts are brought in daily for their guests. They also have social distanced wine and cheese in the evenings. Clearly, they are accommodating their guests. Not so the Hyatt. We were told that the Hyatt's food and beverage manager has remained on the payroll during the almost one year the food operation has been shut down. What has he been doing all this time?
An easy answer would have been a food outlet for grab and go pickup by guests (that, and/or room service). Alas, management shut down the gift shop two years ago. Huge mistake. It would have been ideal for guests during this pandemic. Another ding on management.
I hate to see this decline in a once great property. In the past, I have written glowing five star reviews. Don't get me wrong. If you are looking for a view, and nothing else, this location is hard to beat. I also don't want to ding housekeeping or maintenance. They are doing the best job possible given the dictates of management.
When it comes to Hyatt Highlands management, I am reminded of the story of the individual who was asked, "Are you ignorant, or are you apathetic?" And to that, the response was, "I don't know, and I don't care."
That seems to be management's answer these days.
I usually stay here on my last day of business before leaving CA. Great View and the Service was Excellent. My last two visits (March 2020 and August 2020) it was more than disappointing! I was told the two restaurants and room service were closed first because of local rules and then because of corporate; funny since they have the best two patios on the CA coast!? They still charge you a resort fee even though nothing is open? (Hot Tub, Bikes, Gym, etc) It's so far out of town, it's best to stay in town...at least you can get a drink of water? The folks working the front desk should not be in hospitality. I feel for the industry and Hyatt, but they have done nothing to keep this Historic Gem going.
The rooms are old. Expect about 3-star room quality. Honestly, I stayed in Courtyard Marriotts that were better.
The hotel had the audacity to charge an additional $20/day "resort fee" even though everything resort-like was closed (spa, fitness center, bar, restaurant).
The location and in-room fireplace is what make it worth it.
However, PCH (HWY-1) passes right under the hotel. about 150 ft below. If you opt for an "ocean-view" room, you will hear the road noise.
I can’t say enough positive things about our recent stay here. We are owners and this type of stay makes me feel so good about that decision! Every staff member we came into contact with was warm, friendly, welcoming and so helpful! We had an amazing room with beautiful ocean views. The house keeping staff were wonderful and we always had enough coffee (very important to me). I love the fireplace and the room is just so nice and comfortable. We played ping pong every day, I enjoyed the very nice gym and we had a wonderful dinner and two amazing breakfasts at the restaurant. We had a split reservation and they were so generous to let us stay in our original room and not have to change rooms in the middle of our stay. The service level here just can’t be beat. Finally, the setting is so beautiful I can’t imagine wanting to stay anywhere else in Carmel. We can’t wait to come back!