Avila Lighthouse Suites
We've had a few good visits in the past but they really dropped the ball on this one and they weren't going to do anything but apologize for it. My wife and I work hard to get out of town in hopes of relaxing for a few days on the central coast a couple of times a year before having to return to the daily grind. It was her birthday so she wanted to go there. We had reservations for three days: Friday, Saturday, (her birthday), and Sunday. We planned to leave early Monday morning. Early Sunday morning our stay was ruined.
The racket that woke me up started at around 1:30 am. It sounded like a drunken party through the paper thin walls with loud people constantly yelling and laughing and walking and running past our door in high heels. After about an hour it became obvious they weren't going to stop so I called the front desk and told them if they didn’t shut them up I’d call the cops. The desk clerk apologized and said she'd send up security and someone came up after a while. They quieted down for a little while but then they started up again, not as bad as before, but still loud enough to keep us awake.
The next morning, after only getting a couple of hours sleep, I was exhausted and I told them I wanted to talk to the manager. All I got some fluff spanking girl who was full of apologies for what she admitted was, “totally unacceptable and shouldn't have happened at their resort.” I was in no mood for her lame admissions after being kept up half the night. By then, having only gotten a couple of hours sleep, I was tired and not interested. That pretty much ruined the rest of my day.
I looked into what had happened and this is what I gathered from what the desk clerk said, “They had rented rooms to a wedding party returning late into the night. Their security was, 'officer,’ Wade,” Evidently he isn’t an on site security officer patrolling the grounds, but what sounded very much like a called in rent-a-cop. So much for security. The fact that the noise had been permitted in the first place and allowed to go on as long as it did told me that they had no idea what was going on at their property or maybe just didn’t care.
I blame the management's incompetence for our discomfort and I agree with the ‘manager,’ Kelly, who said, “It shouldn't have happened,” but it did. We were originally planning to return in a couple of months but now I'm going to look for other accommodations and I'd recommend to anyone who is seriously looking for a restful stay to do the same. They’re obviously not going to do anything about it. That’s what you can expect from a tourist trap but not from a quality resort.
Some other hotel.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 12, 2013
I would like to again express my sincerest apologies that you did not find your recent stay to be as enjoyable as your previous visits. Our hotel prides itself on accommodating every guest and offering an enjoyable experience for all. One of the ways we strive to offer a leisurely stay is by implementing our “Pleasant Stay Policy”. All guests are required to sign this at check-in to ensure that they are knowledgeable about the considerations we would like them to have during their stay with us. Although we ask this consideration of all guests, unfortunately not all of our guests are compliant with this policy at all times. We would not willingly rent to anyone that would negatively impact another guest’s stay. I want to assure you that each member of our team is thoroughly trained to address situations as soon as they are brought to our attention, our staff and on site security actively seek solutions in accordance to the specifics of the incident. Security did respond as soon as you notified us and made a few rounds to ensure it stayed quiet. Unfortunately, he could not hear the noise from the exterior and we would have gladly addressed the issue more severely if we were aware.
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Again, I want to thank you for giving us the opportunity to discuss all details of your stay with you in person. I understand how disappointing the evening was for you and cannot reverse the past, however we were very pleased that we were able to offer you a resolution to this issue while you still had another evening to enjoy at the hotel.
I do hope that you will provide us another opportunity to provide you the same type of relaxation you have had on previous stays as well as the other 2 nights of this past stay. We would love to leave you once again with a lasting good impression of our hotel.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.