Stayed last weekend, overall a good stay. When checking in - did not acknowledge Globalist but did provide a suite upgrade "because of our anniversary " - Big Sur Shower Suite was very nice. This was our fifth stay but they asked us probably 5-6 times if this is our first time here. No big deal, I prefer to be incognito anyway. Perhaps they don't have many repeat guests.
Service at the main pool was terrible as has been the case in most previous stays. You literally have to hunt someone down to get a food order in and then wait forever to get it, if it comes at all. This time, also every single seat at the pool was "occupied" with old towels and leftover glasses that were not cleaned up or removed. Note the people had long left - there were no personal belongings left, just towels and leftover food. Service at the pool seems always bad but this was a new low.
Dinner at the Sur House took 3 hours, incl. about 1 hour before the first appetizer was served. Wait staff was very friendly but they had a large and very loud birthday party group that looks like derailed their entire service routine. They comped all the alcoholic drinks because it took so long - I didn't mind, it felt like a nice and long dinner in France.
Overall, the service at this place is not very good. Front staff are fantastic and always responsive, service at the pool is terrible everytime. They seem understaffed and their service personal definitely lacks proper training and polish. They must not pay them very well, is my best guess.