The Hotel at Avalon, Autograph Collection

Noise-sensitive guests should steer clear of second-floor rooms near the pool in summer, when it can get lively. The pool vibe is great, though, and customer service has consistently been five-star. I’ve stayed multiple times because I love the atmosphere at the Shops at Avalon, with restaurants and shops right outside, and South City Kitchen onsite is a big plus. It makes a staycation feel effortless. Over the past two years, though, the property seems to have slipped below a true four-star standard. Photos and reviews show torn curtains, worn bedding, clogged sinks, and less cleanliness. That doesn’t fit rates from $200 to $600, especially once hotel fees and valet add up to over $100+. Self-parking is $22, while shoppers park free, which feels like nickel-and-diming. If you skip valet, you have to carry your own bags because luggage carts aren’t available. Some charges aren’t clearly explained up front either, so plan for that if arriving by Uber or without a car. An Autograph Collection stay should have an elevated feel, but lately the service and refinement seem to be missing. With room revenue at these rates, the hotel should be able to reinvest in maintenance and upgrades. I hope ownership puts in the TLC this place needs so it can get back to the four-star Autograph experience. Watch the price before booking, since higher rates can mean higher expectations and more disappointment if the stay doesn’t match.

The valet team were the bright spot: friendly, professional, and helpful. The hotel service and experience otherwise fell below what was advertised. The nearby area is upscale, which helps explain rates close to $300 a night. I was okay paying that for a more elevated weekend, but it didn’t feel worth it. I ordered breakfast to my room one morning. After 30 minutes with nothing, I called and was told someone would be “right up.” It arrived 15 minutes later, with pink lipstick on my white coffee mug. I thought it was a stain until it wiped off easily with my linen napkin. Disgusted, I called the front desk. They said they’d “talk to the manager about a discount.” I asked them to cover the whole meal, which was just two scrambled eggs, bacon, breakfast potatoes, and an oat milk latte. At checkout the next day, the charges were still there, though the front desk did remove them after I asked for a receipt. I’m disappointed by the staff service and cleanliness during my stay.

We’ve held events for our charity here, and have had Baord Meetings and retreats at the hotel too. It’s spectacularly located, with convenient access to lots of shopping and dining. The management team and staff have always been very responsive and supportive of our needs. This is one of our absolute favorite hotels. I can’t say enough good things about it.

The room next door was getting a full redo with a Sawz all, hammer, and chisel. I told the front desk, who were nice, but they had no idea the work was happening. No power either, though that wasn’t their fault, and communication was poor. They had our phone number, so why did we have to chase down updates? The restaurant was upfront about having only one server, which was okay, but our server acted like we were doing her a favor. Construction meant there was no ice machine and no note about where to find ice. Room service had none. I called back, and the front desk said they’d deliver some, which was great, but it took 45 minutes. I worked for Marriott in the 80’s. What’s going on with staffing? As I write this, the front desk woman, Soan?, has been wonderful and checked that I got the ice. Marriottt needs to stop being greedy and staff properly. The company comes across as greedy, with “hospitality” a distant third.