TownePlace Suites by Marriott Avon Vail Valley — Hotel in Avon

Being a new property, I understand that there are going to be hiccups here and there. However, despite the beautiful nature and scenic mountains, this hotel is a hellscape.

From the moment my husband walked in to retrieve the room key (after I had checked-in via the app), he was met with a begrudging gentleman who proceeded to say we were not "checked-in" and then asked his female counterpart if "she could handle this customer" right in front of my husband. The woman behind the counter then started to argue with the gentleman if he had handled any part of our interaction, and then he proceeded to walk away. No apology for such an awkward entrance, not anything. My husband got the room key and then told me they were no rolling luggage trays to assist with moving all of our luggage.

The room itself is small but efficient and functional. I love the compact kitchen - great for cooking our meals.

That said, housekeepers were frequently seen around the elevators, just scrolling through their phones and scoffing at us as we walk by to the elevators.

The main issue I have with this hotel is the lack of caring and absolute abhorrent customer service. After driving 15+ hours, suffice to say, my husband and I were both exhausted and wanting a good meal before retiring for the evening. After realizing no restaurants would deliver, he asked the front desk if they had a brochure of any restaurants around, and one of the ladies was polite but yet stated "all of them were given out already". I'm sorry...but why not print some more? Strange they don't even have a printer.

The icing on top of this horrid cake was my husband (on his birthday, today) requested housekeeping services around 1pm today (8/5/24). He was told that they would be coming. Upon arriving back to our room at 5:15pm, we noticed the room had not been cleaned. I called Zach at the front desk who told me that he would check with housekeeping. I waited 10 minutes and did not receive a phone call back. So I called back, and Zach proceeded to inform me that housekeeping has an "internal schedule" of doing cleanings every other day at 11am. We were never informed of this "internal schedule", and Zach had no remedy for me. What hotel doesn't have housekeeping service upon request? At the time of this review, I literally have no toilet paper, towels, nor paper towels in this suite, and nobody is able to help me. I'm sorry, is this a 3rd world country???

I will never stay at this hotel ever again. My entire family and many friends travel to the Avon/Vail area every summer and I will make sure they are aware never to stay at this establishment.

Worst stay of my life. You guys should be ashamed of yourselves. This was my belated honeymoon as my husband I got married in 2020 and haven't had a chance to honeymoon until now. I'm so disappointed. I hope that by writing this review someone will do something to remedy this disgusting and horrible service so you don't lose even more...

Terrible management. First, something that should be a rare problem, but exemplifies the managment's mindset. Checked in for 3 day business stay and at check in (not at time of reservation, nor did they notify people with reservations) they have a note at the desk stating that the entire "west" parking lot would be unavailable for the next 3 days for a "private event" (turns out it was some video shoot). The problem is that they fully booked the hotel with both regular guests and people associated with the shoot.||So, full hotel with only 1/2 the parking. Event staff had a bouncer like person guarding the equipment occupying the parking lot and threatening anyone who parked in the reserved area with being towed.||The event people had a reasonable expectation to what they rented out, but the regular guests (paying $20/night for parking in ski OFF season) also should have a reasonable expectation of a parking spot. NONE, nothing, nada left. No overflow space exists due to terrain.||After a verbal confrontation with the bouncer and then the front desk, the 6 guests at the desk were allowed to park in the reserved area till 0600. I have to be up early and will be out of the spot, but I fully expect the bouncer to vandalize the car because I "won".||Now, the daily breakfast - cannot comment on quality, because they purposely start it at 0630 so that people with business or travel plans won't wait around for it. I went by at 0620. Fully set up with the worker just finalizing putting out plastic-ware and napkins. I asked if could just grab a muffin to go. No. I imagine this saves them thousands a day in ski season by not opening breakfast until most people are making their way to the slopes.||100% cancelling my future reservations. (had 6 future stays scheduled by my company...

Need better training and management. We arrived about 10am on Sunday and told only 1 out of 3 rooms are ready. Great! Check-in is not till later, so we took the 1 room and we were assured by the Front Desk that the other 2 rooms would be near by the 1st room. About 30 minutes later we went to the pool and stopped by the desk just incase to check the other rooms. They said yes, both the other rooms were ready. Were they near each other like the said? NOPE! We told them we would wait , they said that those are the only 2 rooms left. One room on the 1st floor, one on the 3rd, and one on the 4th. It was unacceptable. We asked to speak to a manager and was told that there were no managers on site. Fine, we took what we got. About an hour later my son called and said that the hot water was not working in his room, told him to go to the front desk and let them know. 1.5 hours go by and noone came to check the room. I go back down the front desk about 12ish and not a single person down there. Waited about a minute and some man came around the corner and said we will be right there. He came out and I told him the situation, he shrugged his shoulders and said he would call engineering again. Again 30 minutes no one showed up, went back down to the desk. Spoke to a supervisor at the desk and asked him to have the engineering to meet me at the front desk and we would walk to the room. Was told that engineering is on break, then was told that engineering does not have managers or supervisors on Sunday and that he is the only Manager on Duty. Our 3 night stay became 1. Checked out and went and stayed else where. Will never stay here again. I also email the General Manager and got no response. I would like a follow up. Room...