The staff at the Avila Lighthouse Suites, once you arrive, are not so sweet.
I booked the room on February 17th, speaking with a very pleasant young lady named Kaitlyn. She was kind, and thorough when I asked about upgrading my stay. She was professional, and put me on hold to consult her supervisor. When she returned to the line, she let me know it would be just under $100 to upgrade the room. I gladly booked it.
On Sunday I received a confirmation call from Kathy, who was also very helpful. She confirmed our romantic package, and my excitement started to peak.
Thursday was check in day. After handling all of our responsibilities, we headed out to Avila Beach to relax at 4:30 pm. I handed the receptionist our gift certificate, and she asked me to hold on for a moment, as she disappeared behind a door. Another woman came out, Amy, to inform me she had "called and left a message" on my phone informing me that the gift certificate was unable to upgraded. I pulled my phone out (thank you Apple for this nice huge screen u can't ignore) and showed her my voice-mail box had no such message. I then asked her if she dialed the correct area code when she called (my phone is not based in CA). Immediately she realized the error, and did everything she could to calm down my agitated fiancé and myself.
Our room still ended up having an amazing ocean view, and Amy brought us the champagne (not local, nor good), and glasses we expected to be in the room. She also went a step above to say "I'm sorry", and included a couple boxes of nice truffles. The night started to turn around.
We met Lou Ferrigno on the street on our way to dinner at Custom House. We had a great wine tasting around the corner. Then we decided to go relax back at the Hotel.
The Hot tub was full of kids, most of which were well behaved. However we ultimately got driven from the hot tub, so we decided to play the giant checkers we noticed below our balcony. Nope. For some reason they were put away. It's 8:45 at this point, so we decide to go lay down.
This morning we enjoyed the bountiful breakfast bar, which sadly became the highlight of our stay. We decided to take a stroll on the beach afterward, then soak in the hot tub as soon as it opened (hoping the kids would still be asleep). We were right. It was awesome to lay in the warm (slightly green) water as the waves crashed behind me.
After soaking, we realized this resort didn't provide towels poolside, so we'd have to head to the room, all wet, in the cold morning breeze. My fiancé mentions the cold made her have to pee, so we needed to hurry back to the room. As I put the key in the lock, I get a red light. Still locked. After about 5 more attempts, I figure the key is no longer programmed. I run to the lobby, thinking it would be a quick fix. Wrong. There was 1 person ahead of me, so as I entered I was greeted with a gruff "I'll be right with you". I'm standing in the lobby dripping wet, while my fiancé is about to pee herself in the cold, assuming I'd be right back. I stood for 5 minutes while Lola attended to the other guest, while telling me "it's probably demagnetized because of your cell phone", like I was an idiot. I stood for another 5 minutes before I was "helped". Lola was curt throughout the process, seeming to judge me by appearance, and deciding I was beneath her (at least that's how her vocal inflection made me feel). Lola finally deemed me worthy of having my room key operational, and completed the operation. Upon returning to my fiancé, I see she's in tears. We packed and left shortly after 9am.
I contacted Lori at Martin Resorts, to let her know what happened that same day (hoping for a simple "we're sorry, and we'll do what we can to not let this same thing happen to someone else"). I left a message for her, informing her of our dissapointment. I never received a return phone call. I left a message, a few days later, with the HR manager. Same thing, no return call. I did finally receive a response, by way of social media. All Martin Resorts properties (the same ones that were reposting, and retweeting my excitement) removed @slocountyinfo from their list of followings. Not only did no one reach out for more details, or to give a hollow "sorry", but they remove us from their sight. We had been holding off on publishing this article, wanting to give Martin Resorts a chance to show our experience was an anomaly, not the norm. By not taking the time to reach out, they've shown us that the personnel issues are systemic, from the corporate level down. We're still waiting for a call, and will update this article if it ever happens.
Martin Resorts had a great idea, "take a local resident, we they know posts on social media, and give them a room". However, the staff completely sullied the experience. With so many amazing resorts in the area, make sure you choose one that will deliver....one without the Martin Resorts name behind it.