Balboa Bay Resort

I rarely leave negative reviews, but this experience was extremely disappointing and did not reflect the high rating this resort has. Based on our stay, I genuinely question how this property maintains such a high rating because our experience was nothing like what we expected.

The only positives were the beautiful view and the housekeeping staff, who were polite, hardworking, and doing the best they could.

The lobby was under construction, and this was never communicated to us before our arrival, creating a poor first impression from the start.

While I understand that check in begins at 4:00 PM, we waited nearly four hours to receive our room. Throughout that time, the front desk repeatedly assured us that our room had been “rushed.” However, after speaking with a member of the housekeeping staff, we learned that housekeeping is notified whenever a room actually needs to be prioritized. Based on that conversation, and considering it still took nearly four hours to receive our room, it certainly did not appear that our room had been rushed at all. If it had truly been prioritized, it’s difficult to understand why it would have taken that long. We would have appreciated honest communication instead of repeatedly being told the room was being rushed when our experience suggested otherwise.

When we finally got into the room, it was outdated, had a noticeable unpleasant smell, and certainly wasn’t worth the long wait.

I also want to recognize one employee who stood out. I believe his name was Ramy, and if I understood correctly, he was a new hire still in training. Despite being new, he was by far the most professional, honest, and helpful person we encountered. He genuinely cared about helping guests, and his customer service was exceptional. It’s remarkable that someone in training demonstrated more professionalism than the management team. If anyone represented the level of customer service this resort should strive for, it was Ramy.

Unfortunately, the same cannot be said for management. Adam Shefler displayed one of the worst attitudes I’ve experienced from a manager. Rather than taking ownership of the situation or showing empathy, he made the experience even more frustrating. Susan R. was also unhelpful throughout the process.

This resort has a beautiful location and some excellent frontline employees, but it is being let down by poor management, misleading communication, and a lack of accountability. Based on our experience, I genuinely question whether the current rating reflects what guests can consistently expect. If ownership truly wants this resort to succeed, it should take a serious look at the current management team. Until that happens, I cannot recommend staying here. Don’t let the current rating alone be the deciding factor. It certainly didn’t reflect our experience.

Very clean and good service

A lovely, very clean, attractive resort with nice amenities and wonderful, friendly staff.

Location was great. Lots to do nearby. Fashion Island. Balboa Island. Ferry. Great for families. Room was large and spotless. Great bay view. Atmosphere was very welcoming. All employees were polite and professional.

Lovely property. Staff is top notch. Rooms need a bit updating.

I booked this reservation for my best friend and I to celebrate my birthday. Everything from start to finish has been stellar. We loved the vibe at A&O, and hung out there until our room was ready. Great drinks, beautiful views and solid food. The hotel is in the midst of a renovation, but has not impacted our stay. At the moment we are poolside, and there is some minor construction, but you would expect to see a little here and there.
Our room was upgraded, and we had a beachside room. Peaceful, comfortable and fit our needs. Before going out last night I had a blow out at Drybar located on property, so that was a fun perk to have onsite.
My friend went to the gym in the morning and came back with high praise.
Above all, the staff are nothing short of amazing. While I’ve had good service from a few employees at other resorts, ALL of the staff have gone out of their way to make our stay enjoyable. A huge shout out to Katherine at the front desk - she was above and beyond helpful and accommodating. Donald at the valet desk took us to and from dinner, and he was a gem. I only wish I had remembered more names to mention, but thanks to all staff for making our stay special.
Would I stay here again when in Newport Beqch? Yes! In a heartbeat!

Did not appreciate the extra fees ($40 per night) that were tacked on to the bill at checkout. $55 a day parking fee is excessive!

View of our room was amazing! Service was amazing only down side was we paid for early check in and was disappointed in the wait time but other then that we had a great time like always!

Matt D was my initial experience as I drove up, very welcoming and warm gave me insights to the entire establishment before I even stepped in. He was my first person of contact and made me feel right at home. Derek in valet made everything smooth and welcoming as my guest arrived.. Dining at A+O was phenomenal with beautiful waterfront views, amazing ambiance, and a vibrant upscale coastal atmosphere.

A special thank you to Lexi U at the pool for her incredible hospitality and attentiveness throughout the day. This resort is stunning, lively, and filled with professionals who truly make the Newport experience feel elevated and memorable. I would absolutely recommend visiting and look forward to returning.

Bought vouchers for the hotel stay from Travelzoo. My first time visiting this hotel. Was excited about my staycation with my sister as we love going to Newport Beach. The clerk at the reception desk checking us in was very rude when I handed the vouchers to her and it turned out I didn’t have the right pages. She told me to look for them in my email from months ago when I bought them back in February. While I’m frantically searching as people are piling up in their small reception area and only 2 of them can fit behind the desk, she told me that I had to pay the full price per night. She was making me really uncomfortable and rushed and kept giving wrong directions on how to find the details. Meanwhile, they were in my Travelzoo account as always and all I had to do is click on the redeem your vouchers link to see them. It took abt 10-15 minutes to get them sent to her, after which she handed our keys and gave directions to the room. During this ordeal, a lot of guests came in to the lobby and were offered a glass of champagne which by the way was one of the perks of staying there. She didn’t even do that. She was so condescending and her demeanor was dismissive. She kept whispering things with her co worker and had this smirk on her face as if we were being difficult. I felt like we didn’t belong there and because of that our excitement diminished. Not sure if it was the lack of training on her part or she just didn’t like us, but a little more curtesy and patience would be appreciated, especially in a hotel like that. If they can’t handle guests that don’t fit their usual profile, then the hotel should not participate in Travelzoo discounted programs. All other staff from the busboys to the coffee shop attendant were super nice and respectful. Also, our room was on the street side and was extremely noisy at night as we left the balcony door open for some fresh air. I would not go back to this hotel.

Beautiful stay..the restaurant and patio terrific. If you want to be assured of a double sink in bathroom request it. Pool area is super.

The location is beautiful overlooking the bay. However, the hotel just started a VERY needed total renovation and it’s a mess. Jackhammering all day long and many amenities are not available. The rooms desperately need a renovation. The furniture is falling apart. The staff was friendly and accommodating but stay away until renovations are complete. This is may 2026.

My executive assistant booked this trip. I didn't know what to expect. When I opened the room door and was staring at yachts in the Balboa causeway I was stunned. That was only the beginning. This place has everything I want in a top class hotel. A-O restaurant was great, sitting on the dock for breakfast. Staff was great. I will be back!!