Stayed one night at this Autograph Collection Property. As a Marriott Platinum for many years, I was expecting a great experience at this newly acquired property.
fantastic location/views of lake
close proximity to nearby stores/eateries
private hiking/running path at lake
horrible insulation/noise issues in rooms
quality of rooms/maintenance/old decor
Marriott took over this property in past year and seems like a lot of staff newbies who lack training, particularly front desk. They skimped on renovations, baths partially updated, not much else has been done in rooms. A lot of $ spent on lobby/spa area. Unfortunately, room insulation is what you would encounter at a low end motel. No sound insulation between adjoing rooms whatsoever, lots of lobby noise as well.
Front desk issues: upon check in, requested an upgrade to an available suite was advised that hotel policy is only one level upgrade (in this case regular room with view). Unlike most Marriott properties I have stayed (800+ nights), this one made it a point to advise yes we have suite availability, but we won't upgrade you unless you pay $345 extra. This experience did not make me feel like a valued Marriott customer and I would not stay here again based on the service and noise issues.
On a positive note, Ingrid at Bin resturant was an outstanding server/edamane and drinks were very good.
Update: received an email from manager, Tiffany, apologizing; however, she never replied to my request that she clarify exactly what Lake Arrowhead Resort/Spa policy is when it comes to upgrades -- which leads me to conclude it will always be as described above. Management seems more concerned about immediate profits than Marriott brand and customer loyalty.
top floor/away from elevators and lobby, avoid adjoining rooms at all costs!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for taking the time to share your feedback with us. It is very important to us that each of our guests leave Lake Arrowhead Resort and Spa very delighted. To hear that your experience was anything less than a delight is a very serious matter to us all here. I have shared your concerns with the entire team and I am confident that going forward your challenges will not recur. I hope that when you are in the area again you will give us another try. I am sure that if you do, you will find this last experience was an anomaly and not the standard. Please feel free to contact me directly when the time comes so that I might personally ensure your stay is wonderful!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.