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Alila Ventana Big Sur Reviews from The Last Year
Unacceptable Customer Service -
I have stayed at this property too many times to count over the years, and have seen it change ownership multiple times. The treatment I received recently was unacceptable, and I feel compelled to document my experience. I made the reservation with Ventana several months ago and at the time of the booking, paid the entire fee for a three night stay - $7,600. Earlier this week, I heard from a colleague who was booked at The Post Ranch a week after my anticipated stay that the Post Ranch called and emailed to inform him about closures on Hwy 1, which completely cut off access to Big Sur. My initial thought was this can't be correct. I have traveled up to Ventana on several occasions during road closures, and was always able to access the property. I immediately attempted to contact the hotel with no success - no one was picking up on any of the lines. After multiple attempts, I left a message on the reservation line, but did not hear back from the property for several hours. I called the hotel again and finally got a person on the line - Marissa, who confirmed Ventana was indeed closed. I asked her if the property intended to reach out to people with existing reservations, or if we were supposed to find out on our own the hotel was closed. She informed me until recently, the hotel was under the impression the roads would open, and they would be able to welcome guests starting on April 19th, - I reminded her my reservation began on the 18th! She continued to repeat the same statement over and over and made no effort to justify the hotel's lack of concern for guests with existing reservations. I let her know I made this reservation several months ago for my birthday, and had a very small window for travel due to work commitments. I let her know the unprofessionalism demonstrated by the hotel and management team left me with little to no time to come up with alternate travel plans as my arrival date was four days away. She could care less. I asked to speak to a manager and she informed me she was in charge of guest relations. Admittedly, I was extremely upset with the situation, but she made no effort to apologize for the situation, and the longer I was on the phone, the angrier I became. I realize my short vacation was insignificant in terms of the overall economic impact Big Sur is experiencing due to the current road conditions, but my treatment by this individual was a joke - she has no business working in guest relations. I wonder when the property was planning to reach out about the closures as I had to find out on my own... It saddens me to have such feelings toward a beloved property I have frequented more than 15 times over the years. As I mentioned at the top of my review - ownership has changed multiple times. I fear now that Ventana is owned by Hyatt, the treatment of guests who have a long history with the property is no longer a priority. The room rates continue to escalate, but the customer service has dipped to a new low. Incredibly disappointing.
Second stay at the Alila Ventana but this time we brought
Second stay at the Alila Ventana but this time we brought our kids (well they're adults now which is mind blowing to me) and it was awesome. I love seeing things through my daughters eyes and even my wife and I knew 100% they were going to love Alila Ventana, just watching them discover the beauty and enjoy the offerings of this fabulous resort is more than worth the price. Special shoutout to Katie who led us on several activities including a beekeeping/honey lesson, a foraging tour through the garden for a wild crafting session, and then (for my daughters only) a lesson on kintsugi (Japanese broken pottery art). Katie was very personalable and passionate about her lessons. Additional kudos to Katelyn who led us on an easy level hike that was educational and magical as we moved through the redwoods. She shared so much interesting tidbits and stories of thr surrounding forest including how to spot poison oak which o know for sure I would have walked smack into on my own. Our tour group got lucky and ran into the falconer (if thst is the correct term lol) as he was actually getting ready to close his lesson. He was kind enough to show us a few of his animals including a peregrine falcon!!! Our rooms were immaculate each with a spa overlooking the forest. Fireplace definitely got use . All staff no matter their position always took the time to give a warm greeting. We were there to celebrate my wife's birthday and they gave her a surprise welcome birthday gift when we entered our room. Such a classy touch!! (An additional update on dining will be done in the Sur House site).
Horrific Handling of a Tough Situation
Stunningly poor institutional handling of a challenging situation. We were in Big Sur when Highway 1 eroded to the north of the property. ~2,000 people were trapped in the Big Sur area overnight (with hundreds sleeping in their vehicles), and while we were able to convoy out the next day based on CalTrans assessing that the portion of the highway that hadn’t eroded was stable enough to support traffic, there was a real possibility that everyone would be stuck for a week+ ahead of an alternative evacuation plan. Through all this, the Big Sur community rallied. They supported stranded visitors, distributed food, offered shelter, and worked hard to support those in need. Everyone except the Alila Ventana and its restaurant, the Sur House. The Sur House is open to the public, and its lunch and dinner service is commonly frequented by visitors to Big Sur. While not staying on property, we had both lunch (pre-collapse) and dinner (post collapse) at the Sur House the day of the highway collapse. While the food was fine, what really stood out the day of the collapse was the kindness and grace of the staff members during dinner, as many of them were also trapped in Big Sur for the night, away from their homes. They made room for stranded visitors in the restaurant (it became a hub as it’s one of the few places in Bug Sur with reliable cell service and WiFi) and were extremely supportive given the circumstances. That all changed the next day. We arrived at the Sur House for breakfast on Sunday morning, along with several other weary stranded patrons, expecting to purchase a warm (and overpriced) meal and get some much-needed connectivity to get critical information about emergency response next steps. We and others were completely shocked to be curtly informed that the Alila management had made the dangerous and misguided decision to ban non-hotel-guests from eating at the restaurant. Total 180 from the night prior, and while the rest of Big Sur opened its arms amidst the crisis, the Alila slammed shut its doors. Interestingly, while we were there, alongside others who’d just spend the night huddled in their vehicles, processing that we were effectively being told to leave, despite the emergency situation, a State Park officer arrived to tell the hostess that he’d received complaints they weren’t serving food to non-guests (not from us). Before he could finish, the hostess erupted into a diatribe about how it’s their right to refuse service as an “all-inclusive” (as an aside, it’s not all-inclusive) resort etc. etc., which the officer rightly agreed with, stating that as a private business, it’s their right to refuse service to anyone, but he just wanted to inform them of the complaints. While it is absolutely their right to refuse to feed paying would-be customers in the face of an emergency, the Alila’s management’s decision to exercise that right while the rest of Big Sur rallied to support community members and visitors alike tells you all you need to know, and this particular Alila staff member was incredibly unprofessional. As an institution, the Alila (and its management), with its vanity room prices of ~$2K per night (despite the fact that literally ~75% of its guests are staying on points 😂), made it very clear to us and dozens of others that it operates under a very different definition of community than the rest of Big Sur. Save your points, and if you’re considering spending your hard-earned money to stay in Big Sur, look to Post Ranch Inn or Deetjen’s. We’ll never be back.
10/10 Unbelievably amazing experience!
I can't say enough good things about Alila Ventana Big Sur. Everything including our check-in, stay, experiences, food, and more were impeccably done to perfection. All the staff are so warm and welcoming, and really good out of their way to ensure that you have a great experience. I would stay here again in a heartbeat!
One of the best Hyatt properties in the world, bar none.
We've stayed at this property several times over the past few years and I can definitively say that a stay here should be on everyone's bucket list. The service is as spectacular as the pacific ocean views. There are hiking and other excursions to fill your day, or you can simply hang out in a hammock and do nothing. The meals are incredible and staff aim to please, regardless of the request. There isn't a bad room on the property so do yourself a favor and book a few nights.
Wonderful, luxury experience. Amazing value with points.
We use our Hyatt points and globalist benefits so our review on value may be skewed as we've never paid in cash for our stays, points only. We LOVE this property and have gone 3 years in a row always to celebrate a special occasion. Property is beautiful, relaxing, quiet and adults only. Luxury experience from start to finish. Staff is all friendly, helpful and always accommodated all our requests. The last 2 years getting lunch to go on our departure always took longer than planned but that is my only complaint about our experience. Everything else was wonderful. We usually stay 3-4 nights in the spa suite and will go off property for 1 meal (the Sierra Mar at Post Ranch Inn). Hardest thing is planning all your meals and ensuring you're hungry enough when the next meal comes around :) We try to plan it so we can even order from the late-night menu but were only able to do that once. We love all the food and drinks. We live near the beach so appreciate being amongst all the trees in Big Sur. We love walking to the restaurant as you get to wind through nature, bird watch, see deer, etc. If you cannot walk or don't want to, they have a cart to take you door to door. Extra paid activities we enjoyed: Falconry ($$$), Axe throwing ($), Cocktail making ($). We LOVE birds so getting up close and personal with some and learning about them was a real treat. Was afraid of axe throwing but turned out to be really fun and we were good at it too :-D We learned a lot about honey, herbs and the surrounding area during the cocktail making class. I don't have much to add that others have not said, but I highly recommend this property, you need at least 2 nights, 3-4 if you have points or can afford it.
you must add alila to your bucket list
hard to imagine a more beautiful setting to have a resort. Rain or shine, and we experienced both, there was plenty to enjoy. Spectacular toom and amenities, privacywith our hot tub. Fireplace to sit at at night. Food was just so varied and served with style. canmot wait to go back.
Lovely 3 night stay that felt otherworldly with fantastic staff!
Front entry at the gate to departure, we had a lovely experience. Everyone working there was so kind and fiercely loyal to the property. I loved hearing that so many people have worked there for 10, 20, even 30 years. It speaks volumes about how the hotel is run. We were created with “Happy Anniversary” and special nods towards our celebration throughout our 3 night stay. Our dinner the first night was phenomenal and our waiter was awesome. We had a couple of meals that were just ok, but overall the food was great. The coffee would be my only complaint - didn’t love the pods or the restaurant drip, but that’s minor. The French toast and avocado toast with over medium eggs were a repeat order! The various amenities from the spa, baths, private hot tub, fire place, walking paths, and sauna were lovely. The bed was so comfortable and the view was spectacular, even when it rained. In room snacks/drinks and bath products were all delightful. We left feeling truly rejuvenated. Thank you to all the staff for making it such a joyful experience.
Birthday Weekend Bliss
The Ventana truly exceeded my already very high expectations. I would return in a heart beat. The resort is so thoughtfully designed to fit right into nature and even though it is a luxury resort it did not feel snooty but rather very down to earth. All the staff was so friendly and the entire experience was seamless. I really enjoyed how all the amenities are open 24/7 like the pools, hot tubs, and Japanese baths. The fact that it is all inclusive really made it relaxing and feel like such a treat.
Stress-free, comfortable, beautiful resort
I wasn’t sure what to expect, but had high expectations for this hotel. Everything and everyone at Alila Ventana exceeded those expectations. Our suite was large, clean, comfortable, and well-maintained. The balcony overlooking the ocean was a perfect spot to unwind after a day of exploring Big Sur. Rooms are stocked with complimentary snacks and drinks, which can be replenished as needed. The only issue with the rooms was the air conditioning. The air conditioners could not fully cool off the large, high-ceiling suite, leading to some very warm nights. The grounds of the hotel offer a taste of everything Big Sur has to offer. Towering redwoods, beautiful gardens, and glimpses of the coast. We spent one afternoon just wandering the grounds and enjoying the spacious pools and hot tubs. Employees were eager to help and service was exceptionally quick, despite no tips expected here. From the moment we parked, we were offered help with our luggage and rides around the resort. Food was delicious and service was quick. We were lucky to enjoy all of our meals on the heated patio. The menu is limited, especially for vegetarian options, but the kitchen seemed happy to provide alternative options. We were offered large packed lunches for days we traveled away from the hotel.
Alila Ventana is heavenly
We splurged on this trip and were not disappointed. Everything about Alila Ventana was a delight - from the beautiful property, to the amazing food, to the fun activities. We were especially impressed by the friendliness and grace of the staff.
We absolutely loved our stay at the Alila Ventana Big Sur.
The staff are all extremely friendly and welcoming. They made us feel like they actively wanted to help. The views were so peaceful and small touches (redwood walk, activities, fireplace in room) were so appreciated. They even quietly found my husband's ring (he was sure he left it behind at home). We highly recommend a visit. It was a gorgeous long weekend getaway. It was a rainy, blustery weekend but you would never guess with how much fun we had! Thank you
Pretty unique all-inclusive adult-only property.
Located in Big Sur surrounded by nature. It's truly a great escape from the busy everyday life. Tried to u plug for a couple days. Service is quite decent, but a lil slow. On a couple occasions room service was as behind and once forgot to deliver (front desk made up for it with resort credit). Room service is decent, but food at the Big Sur house was much better.
My wife and I stayed over at Alila Ventana for a three-day
My wife and I stayed over at Alila Ventana for a three-day stay and we had the time of our lives. I don't think I've been to a more relaxing all-inclusive resort. From start to finish, the staff members of the resort treated us with such warm hospitality. I imagine some folks would be overwhelmed by this experience, but I very much welcomed it. I loved the text-message concierge as well: any time you need something, it's only a quick text message away, including ordering food from room service, booking reservations, and more. If you can swing it, getting a suite with a private hot tub is such a magical experience. While there are plenty of pools onsite and hot-tubs as well, having a hot-tub no more than five feet away from your shower will spoil you for the rest of your life. With a suite, you also get an in-room fireplace with plenty of fire-starter, wood, and matches. If you're a fan of smores, definitely try ordering some to your room so you can roast it over your personal fireplace. If starting your own fire doesn't sound fun, make your way over to the Social House where they'll have a fire each evening and smores material available as well. In terms of the all-inclusive dining, there is only room-service and The Sur House, where you are able to order off a pretty extensive menu for all three of your meals. The food here is quite good! Definitely a 4 out of 5 in my mind. The portions here are massive, so start small before you decide to order extra appetizers and desserts. One thing I'd like to call out is that your dining time matters: if you dine later in the evening (i.e. 8:00 p.m.) you risk some of the more popular dishes selling out. For my stay, the two evenings was perfect, as I felt like I was able to try out everything I had wanted to try out on the menu. I've read online that some folks have issues with dining service taking too long, but that was not my experience at all. Even with the restaurant full, I felt like the pacing felt just fine. If you have an EV, they have both paid charging stations (i.e. multiple Tesla superchargers on-site, albeit older chargers that don't charge at the fastest speeds), as well as power outlets by The Sur House parking lot where you can plug in for free (though these are the normal household outlets that charge very, very slowly). If you have Alila Ventana on your bucket-list, I urge you to try it out. It is an incredible experience through and through.
Ventana Big Sur will always hold a special place in my
Ventana Big Sur will always hold a special place in my heart. Two years ago, my partner and I sealed the deal at Ventana under the redwoods and it's now become an annual holiday trip, if not an anniversary one ;) For rooms, we've been lucky to have been proactively upgraded to the Big Sur Villa both times, but would be happy with any suite if offered. We briefly used the tub, but it can feel like a tight fit for two taller people. Luckily I'm the Frodo if my partner is galdalf, and we could reasonable fit if bathing or showering together in the bathroom. If you're into bath salts and homemade herbal bath bars, this is a really nice touch that sets Alila Ventana apart from the Park Hyatt or Andaz brands we've stayed at. Pretty awesome that the villa has 2 balconies, and the bottom floor has a small patio where you can relax. Amenities include a regular pool, a separate heated pool (faux infinity pool / jacuzzi), and the Japanese heated bath house. All are somewhat shallow. We used each of them and they're more for relaxing in, if anything. The gym is definitely on the smaller side - it's smaller than Park Hyatt Vendome imho - but does have the basics. There's various paid and complimentary activities, and we found the latter sufficient to enjoy when we were on site, but found it worth driving around Big Sur to hike and better coastal viewpoints. Amenities and meals can still be enjoyed after check out too, which is a nice touch if you're not in a rush to leave, or it's pouring rain like it was on our last day on a recent stay! As for meals, we didn't think the menu changed much at the Sur House when comparing stays a year apart, and we're happy with the seasonal menu options. I can see how it would be boring / redundant for some after 2-3 days, but we liked having some of the same healthy options. The portions are decently sized to share, but not overwhelming. We also tried the smokehouse and enjoyed it as a change of pace, but still preferred the Sur House for seafood and healthier options. The dessert options were really good too! Be sure to make dinner reservations closer to sunset in the winter, as it can get quite chilly in the evenings. They do provide a heater and a shawl if you get cold. Overall, don't go in expecting Michelin star quality that tickles your senses. The food is more casual and farm to table style, and the staff are eager to explain the menu offerings. There's a free house cocktail at the bar during happy hour, so be sure to take advantage of that! I appreciate that this hotel is adults only, but also pet friendly. My corgi loved frolicking around along the walking paths and smelling all the trees. Speaking of smells, if you're a fan of herbs, the air smells so crisp as you pass through sage and eucalyptus plants. We let our dog run around the grass lawn right in front of the patio and the pouring rain on one of the days didn't stop her. It does get pretty chilly at night after trekking back to room after a visit to the bath house. It's really just a 5 min. walk though, and the comfy robes and slippers make the trek way easier than we thought. My partner and I seriously love this hotel for the upscale cabin retreat aesthetic. We once went during the spring and saw the cherry blossom tree in full bloom - quite striking against other trees and was seriously an awesome view to pass by while walking to breakfast in the mornings. Can't forget the AMAZING staff who really make sure to take care of you from check-in to check-out and even more after. Kudos to the staff, we really felt like home here. Hope VBS continues to stay under the Hyatt umbrella
- The setting and views are absolutely beautiful.
- The golf cart drivers are helpful and friendly. - My room was gorgeous. However: 1) They have a theft problem. Two of us had our sunglasses "disappear," and forget about getting back anything you left in the room on departure. There is feigned concern when you report the loss, but no actual effort to help while you are there. Then after you leave, they will not even respond to an email following up. 2) The staff at the restaurant does not care much about the food. Be sure not to eat there if you're celiac (or gluten-free for other reasons). The staff doesn't know what's in the dishes, and if you attend a group event, nothing will be labeled. And there is no effort to avoid cross-contamination: when there is a gluten-free item, it's often put on the same serving dish as gluten.
Our stay here was really peaceful and a definite way to
Our stay here was really peaceful and a definite way to feel like you were escaping from day to day life. Every staff member we encountered was kind and knowledgeable about the resort and the little touches were especially nice - things like lemonade and tea in the afternoon with lavender syrup in the lobby and the mini fridge goodies/snacks in the rooms. The included food was honestly hit or miss, with certainly more good than bad, but a few dishes were pretty inconsistent when we got them twice. The servers were incredible and very attentive. The activities were a really nice addition too - we did a morning hike with an amazing guide, Katie, who was super knowledgeable and engaging. Pro tips- there's a resort kitty named Lily who hangs out by the lobby and is adorable and poolside lunch was our favorite meal and lunch the whole time - honestly so relaxing and I wish we'd discovered this the first day! Overall, I'm rating this agnostic of the cost. If this took into account the cost, I'm not sure I feel the amenities and experience was worth it from my perspective, given the high price tag (we used points so we're a little more flexible in our perspective!) A cool life experience for sure though.
The place is pretty amazing.
The only drawback is the cost... but you don't come to a place like this if you're worried about cost. It's much more affordable on Hyatt points but the availability is hit or miss. If you're looking for a quiet couples getaway this is the place. It's so peaceful and quiet everywhere. Being adults only helps. It's nestled up in the hills overlooking the ocean. Amazing views everywhere, either of far off ocean or serene woods. Clean crisp air with scents of redwoods, fir, occasional smokey fire burning, and lavender. Lots of lavender. It's all-inclusive (excludes alcohol and spa treatments) so you don't have to worry about anything. Tips are included except for alcohol and spa. The service is top notch as it the attention to detail. From the moment you get to the gate to the evening turn down. Everything is done well. They have the only Tesla supercharger around. They charged my car to 100% both times. After I arrived and before I left. They have a collection of vinyl records you can borrow. I'm assuming each room has a record player. The rooms have real fire burning fireplaces. They provide little satchels of special wood that burns clean so decreased risk of forest fires. You just light the whole bag with a match. Works great. Love the soap they provide. It has a very strong exfoliant on one side and smooth on the other side. They have beach blankets and chairs to borrow. Beach blankets look brand new. Chairs are nice compact chairs that also look brand new. They even give you little things of bottles sun block and aloe vera. They have daily cocktail hour form 4p-5p. 1 free cocktail or mocktail. Their signature drink, the Marine Layer. They top it with a large bubble full of lavender smoke. There's smores every night at 8pm at the social house. The social house always has lemonade and sweet tea available. Lavender syrup is always available. There are multiple free activities daily and several special paid activities. There's something for everyone. We tried ax throwing, had a lot of fun. Chris was a great instructor. I really wanted to try falconry but it wasn't available on the days we were there. The food at most all-inclusives are not great, but this place the food is fantastic. It can compete with any high end restaurant. Breakfast, lunch, and dinner are served at the Sur House on a large patio overlooking the ocean. It can get chilly in the mornings and evenings, they will provide a blanket if needed. They have 24 hour room service. You can order a "hiker's lunch" the night before if you're going to be out and about the next day. There are 2 pools . The meadow pool overlooks the ocean and has a inifinity hot tub. It has a bar and so tends to be busier. The mountain pool is quieter with less people, slightly smaller. You can still order whatever you want to the pool via text/phone/etc. The mountain pool also has the clothing optional Japanese bath. There are separate men and women area but they are connected in the middle. If you're looking for a quiet pampered couples getaway, this is definitely a place you need to consider. There's something for everyone. You can unwind and relax, get pampered at the spa, go exploring beautiful Big Sur, eat lots of good food, or all the above.
This review is for GLAMPING at Ventana in Big Sur.
Overall, it was excellent. The highlights were the cozy tents, comfortable adirondack chairs, gas fire pit on the deck, comfortable beds, heated blankets, electrical outlets, and wifi which was very good. All of these conveniences in the middle of giant redwoods. The setting is STUNNING, especially when streams of light peek through the trees. Glamp sites were well spaced, and some were very near the stream which runs through the property. The bath house was excellent and very clean. Parking spaces are very near the glamp sites, which makes things easy. There was some degree of room service...our bed was made and fresh towels were delivered daily. One suggestion, which hopefully someone reads. There were cobwebs and some dead spiders hanging over our bed (T11). Yes, I realize that it's glamping, but the cobwebs could (and should) have been easily removed by housekeeping. NOTE: driving through the glampsite can be tricky if you have a large/wide vehicle. Some of the trees are very close to the side of the one-way road. NOTE 2: as a glamper, you do NOT have access to the Alila Ventana resort (i.e., no pool, gym, etc.) You can't even walk up to the resort area to look around, as entry is restricted to registered guests. However, you can go to Sur House, as the restaurant is disconnected from the main part of the resort and has separate access. Reservation priority is first given to hotel guests, but I was able to get in for dinner. Reservations are a must. Simply a great and different experience without losing some of the creature comforts which I appreciate. I would do this again in a heartbeat.
This place was amazing.
Stayed here for 3 nights. Was proactively upgraded to the Big Sur Spa Suite (I'm a Globalist). The room was spacious and charming. The private hot tub on the deck was fabulous. The views throughout the property are amazing. Two pools and a Japanese Bath House. The food at the Sur House was top notch fine dining. Loved the variety. Staff was attentive and friendly.
Big Sur's Best Hotels that are most frequently booked by customers of Alila Ventana Big Sur
Prepaid Reservation Fee
By 👻 @CivilizedCard10, 07/06/2023 5:26 pm
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When you sell a reservation that has a prepaid fee AT takes a commission on that fee. This doesn’t really make sense because it’s an expense the seller incurs not part of the profit that is shared.
For example:
Carbone NYC fee to book table for 2 is $108.88
If you sell it for $200 on AT you get $140 from them.
Your net profit is $31 and AT collects $60 in fees.
It would make more sense not to charge commission on the upfront fee as this creates a disincentive and results in higher costs for buyers.
2 Answers
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Answer from 🥩 @FamousStation67 (07/06/2023 6:51 pm)
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Agreed. Ultimately not addressing this month after month is clearly resulting in a drop in certain venue’s rankings & sales.
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By 👻 @CivilizedCard10 (07/08/2023 3:03 pm)
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By 🍑 @BraveCloth47 (07/07/2023 9:32 am)
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By 🧿 @DefendableJump50 (08/20/2023 3:21 pm)
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By 🥩 @FamousStation67 (07/11/2023 10:39 pm)
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By 👻 @CuddlyRice61 (10/13/2023 1:15 am)
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By 👻 @EarthyCook75 (11/05/2023 1:15 pm)
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Answer from 👻 @LaudableSupport16 (10/23/2023 11:47 am)
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I agree to this!
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