The Reeds at Shelter Haven

All the staff were excellent. Thanks to all. Special mention to Diana Wade who got us a wheel chair for my hubby and a close parking spot to make it happen over the weekend. The hotel is simply beautiful. The wedding celebration was awesome. Food was delicious. 5 stars.

Make sure you review cancellation policy !!! As soon as you book, you are paying for it immediately. Need to cancel before 30 days? You’re paying 50.00. After 30 days you’ve lost it all. Encouraged to download App for mobile check in which didn’t work. It did have my two room numbers that I paid up front for on the App BUT they gave one of the rooms to someone else AND gave me their key when I checked in. Front desk didn’t believe someone else was in the room and called the room to verify it. Attended a beautiful wedding reception there though and the atmosphere was fantastic. Very attentive servers at the bar and reception. Dinner was delicious. It’s a shame they were so disorganized with the rooms. I wasn’t the only one affected by it.

Very nice hotel on the outside, we felt like we were staying in a Pottery Barn store, everything smelled good including the public spaces but service is extremely lacking. The front staff employees are not friendly and welcoming. None of them told us what the hotel offers. We just found everything ourselves after asking different times. The staff appear very young so are very inexperienced in customer service. They do not offer a smile when first greeted and they are quick tongued, defensive even, and are poor in actual service. There is no way that they will go out of their way or take the extra mile by anyone in this hotel to serve. They held our bags when we arrived early and when our room was ready, we were told that it will be delivered after offering the ticket to collect them, but the bags were never delivered when we got to the room so we called them to let them know that. Long story short, being in the spa building we had go outside, cross the street to collect the bags when they never had anyone deliver the bags after asking and waiting for at least 30 minutes in our room. No complimentary razor kits or toothbrush so do not bother to ask for them if you forget. Please do not expect the level of service one would have in a normal world where you pay $500+ per night. The only good service level experience that I can think of is the valet parking included in the room. We appreciate the fact that our EV vehicle is getting charged as we stayed in the hotel and to this, only to this, we thank you.

Small, but upscale boutique hotel overlooking the bay (see photos). Rooms vary by size, location, and view (bay view or town view). Suites have a balcony overlooking the outdoor restaurant and bay. The hotel has a free shuttle service to the beach where their staff set up chairs and umbrella and provide guests with towels and a bottle of water. The hotel is centrally located within easy 🚶‍♂️ distance of a variety of restaurants and ice cream stores 😋. The staff is warm and friendly and very helpful. This was our first stay at the hotel, but we have already decided to return soon.

I'm very sad to leave a bad review as we have stayed at the Reeds before and had a very nice time. We even brought friends this time and would actually like to stay there again. The issue wasn't with the hotel itself, but managements handling of an issue and their persistence in IGNORING us. All they needed to do was contact us and maybe give us a fruit basket or a bottle of wine or something simple and I wouldn't be leaving this review. Our stay overall this time was very nice too, but it's completely clouded by the poor management and their lack of desire to keep their own word. When the incident happened the front desk person immediately informed us that we would be compensated in some way. They did offer to move us, but our friends were coming the next day and were appointed the room right next to us and we didn't want to repack. Not to mention the "problems" checked out that day so there was no need to move. The "problems" were a large group of unsupervised children being very loud and knocking on doors until 1;30am. I don't blame the Reeds for the noise, but they should have contacted the parents. I'm sure they had their phone numbers. I guess since we didn't want to move their offer of compensation was negated. I hope they will read this review and learn not to ignore guests.

A very nice hotel but VERY OVERPRICED! Stone Harbor only has a few hotels, and all seem to be very expensive. The hotel is very clean, the staff are polite and professional. The Reeds is not a huge hotel by most standards, and is in the heart of downtown Stone Harbor. The rear deck area overlooks a lagoon, where the wedding service and follow-on reception was held. Both were extremely well-done by Reeds staff! Great hors d'oeuvres, a very competent bar staff, and the accompanying dinner was superb. Valet service upon arriving and departing was excellent. Although the wedding dinner was very good, friends who had breakfast in one of the restaurants did not give a good review. We had breakfast elsewhere. An annoying aspect upon checkin was that the Reeds added a $200 "contingency" charge to our credit card, just in case we used or damaged something during our stay. It did not clear until 5 days after checkout! Annoying!!!

The hotel has a great location overlooking the bay and a variety of room options, including a suite with a balcony overlooking the bay, a king room facing the bay, a room with a balcony that has a town view. ||Your room includes complimentary valet parking and shuttle service to the beach where staff set up your chair and umbrella and provide towels and bottle water. ||The staff is warm and friendly and very helpful. We will be back

We celebrated my husband's 80th birthday with our large extended family at the Reeds. The upper deck dining space was perfect for our event........I highly recommend that space. Such a beautiful, private and relaxed atmosphere. The food was superb. The entire staff was kind, professional and accommodating. Our event coordinators, Jess and Daniella, were pleasant and very easy to work with. Thank you for making it a memorable evening for our family.

We just returned from our first visit to Stone Harbor and The Reeds and we were very impressed. The hotel staff went above and beyond to take great care of us and we were grateful for the five star treatment. The outdoor restaurant was spectacular as we enjoyed a terrific lunch on the waterside featuring excellent food and service. We will definitely return soon.

Absolute disaster! Not only did I find a giant fruit fly in my espresso martini, but there were at least six more buzzing around the bar. I barely touched my drink, and the shrimp cocktail was served warm - disgusting! The oysters were small and tasteless. To top it all off, they had the audacity to ask for my credit card before I even started my tab. Horrible experience, will never return!

Will not return. we went for a sister weekend. There was a wedding there. So No AmENITIES!!! no use of the hot tub. can't get ice, can't use the deck, nothing. the place was packed. Staff was rude!

Food is mediocre especially since the prices are high. You're basically paying for the view not the quality of the food.

This review is for the Spa. I tried to make an appt on my iPhone but it glitched on me. But I was able to see availability. I called and made an appt and they held it with my credit card. She was very nice. When I got the confirmation e-mail it said I could use the steam room. I called to ask about the gym. But they said no, you need a room key to access. Bummer- that would have been nice. I arrived very early and did the steam room and the brine room. First, let me say that is probably the best steam room I have ever been in. So hot! The brine room was relaxing and I read a book. The pedicure was perfection. This is going in my regular rotation for future Stone Harbor visits!

Listen to me!!! There's a reason you pay a few extra dollars. It's all about the experience. I go everywhere and this place is as good as any shore hotel. Let me correct this. It's better than most because they care about every detail. I read some of the complaints and they must be miserable tourist. My wife loves the spa and the Turkish bath is like no other. The deck is the place to be on the weekend and the inside bar is always hopping with great people. I wish I could give this place a six. ******

Absolutely incredible stay. The room was immaculate and the staff was so kind and accommodating. Had the pleasure of going to the Salt Spa for a massage with Jack who gave me the best massage I've ever had in my life! A gem in stone harbor!

Beautiful and sparkling clean! Located just a few blocks from the beach, we stayed here for a couple nights while our new home was being completed. The hotel is well decorated with convenient amenities, such as wireless phone charging, tv, Keurig and high end toiletries. We stayed January 2021, and the room was sterilized and ready for. They continue to offer turn down service with a little sweet delivered. We felt very comfortable and if needed would stay again.

DO NOT RECOMMEND. Room had large quantity of ants and food and garbage under furniture. Reported this to housekeeping and the front desk and roomed was "cleaned". Ants and garbage remained. For three days I reported ants and they claimed to "clean" while we were out. On our last night we came back to find ants in our bedding and swarming the dresser and my daughters electronics. Could not unpack, was never offered another room, a discount or even an apology from management. I sent an email directly to the manager once home and she never even responded. So unacceptable and disappointing. Never an excuse for bugs in a hotel but for one at this cost it was shocking and the lack of care extended to us was appaling. NEVER AGAIN, which is a bummer as my father grew up in Stone Harbor and we visit often.

Poor management. Poor customer service. No one answers the phone when trying to contact the hotel. This is unacceptable. Left multiple messages for the manager Leslie and 4 days have gone by with no call back. Don't stay here.

This was our first visit to The Reeds and Stone Harbor. We booked at a great rate and will not be returning for the $700/night rates in the summer - not sure why this hotel receives the hype and accolades of "top hotel in the mid-Atlantic" Upon arrival, the valet were not very friendly. We did not receive much information about the hotel at check in. No information about the spa, the plunge pool or jacuzzi, no asking if we needed reservations, recommendations for the area, etc. When we got up to the third floor there was a super strong bleach scent that also went into the room. I wasn't feeling well at the time and Diane kindly brought up ginger ale and crackers and apologized for the odor. Then, the toilet wasn't flushing. Maintenance fixed it while we went out to dinner. Within the room there were little things such as stray hairs, paint chips on the armoire and furnishings, and the shower grout was unsightly. The lighting was very poor in the bathroom. We had gone out to dinner on Sunday evening and the valet had not informed us that they would be closed after 8PM and would have to street park - had to find out on our own. Ty was very kind and accommodating throughout our stay. Natasha was great at SAX.

Reserved a mid-week stay for three nights in September. Received a promotional offer the next day from The Reeds at Shelter Haven for the same time period and they refused to honor the promotional pricing. Not a good way to handle a repeat customer. After this coming stay, we will not be going back.

I was very happy with the reception hall at The Reeds. The staff is friendly and helpful. The drinks and food are great. The view is amazing.

Bar service was ridiculously bad with 25 people maximum in the bar area. The bartenders were more interested in talking with friends. Tables were never cleared after guests left. The prices are sky high so we expect a little service.

Beautiful place but the managers are not nice to me or their staff . I witnessed abuse and will never be going there again . This attitude of business before peoples well being is like from the Middle Ages . Good Luck Reeds .also the fly traps the in kitchen, we're full of flys over the food service . They make the valet stand up all day outside in heat and cold . I'm also upset because they called the cops on me . So that's crazy .

What a pleasant experience. There are 2 buildings (across from each other) where you can sleep. One building has the restaurant SAX and the other building has the spa, SALT SPA. Both locations are extremely clean and welcoming. Our room was at the spa location. The single room was extremely spacious - I can appreciate that the bed is actually a few feet away from the the door. The bathroom has a shower (no tub) and the flat screen tv is definitely over 55 inches. My Glow Start Facial at SALT SPA was just what I needed. Rachel made me feel relaxed and was the first esthetician to not hurt me during extractions. She's very gentle but effective. My face is glowing!! They also have Laura Mercier Makeup here for saw SAX restaurant is impeccable. Our Server, Tim, was so accommodating and provided free soda refills. He has great energy and answered all questions promptly and checked in on us frequently. I definitely will be back here for high season for some sun.

My experience with the Reeds...wife there for 6 hours no food or drink except water what luxury Hi Molly disappointed that there had been no response. Two weeks without an update and a promise broken- customer service for the Reeds I guess. Sent from my iPhone On Aug 5, 2022, at 8:56 AM,wrote: Hi Molly I believe you spoke to my wife two weeks ago and came to a resolution on a refund based on her experience. I am just following up on this as I have not seen a credit on my credit card nor a check come thru the mail and two weeks seems to be sufficient time for processing. Can you please provide update. Thanks. Sent from my iPhone Begin forwarded message: Date: July 23, 2022 at 10:11:18 AM EDT To: Subject: Fwd: Your service is insulting Sent from my iPhone Begin forwarded message: From: Molly Berg has mberg@reedsresort.com Date: July 23, 2022 at 9:54:49 AM EDT To: Subject: Re: Your service is insulting Dear Mr. Good Morning, I hope this email finds you well, all concerns considered. First, please allow me to apologize for the lack of response, you have received from our Spa team. I'm so sorry to hear that you had a less than wonderful experience with the Salt Spa and the property as a whole. I would welcome the opportunity to remedy the situation, as I do very much care how guests experience the property. Your candid feedback about the visit, as well as how my management ream responded post visit are the kind of feedback I am looking for, so we can ensure this never happens again. My personal cell number is 559-760-0795, please feel free to call or text at your convenience. I remain at your disposal. Kind regards, image001.jpg Molly Berg General Manager 609.368.0100 mberg@reedsresort.com reeds@shelterhaven.com A REFINED HOSPITALITY PROPERTY From: Sent: Friday, July 22, 2022 9:00:41 PM To: INFO info@refinedhospitality.com Subject: Your service is insulting Hi- just wanted to let you know my wife paid 725 for spa service - she complained to a manger got no call back- stopped in this week and complained again in person - no call back - we stayed at your place multiple times and will never do so again - the fact that I am even typing this now expect no response as your whole team just does not care. Look it up and all the misses your team has had. Continue servicing the weddings - as don't think you care about people actually spending any money here. If you even respond to this would be surprised but if you even ask for what happens again even more insulting. By the way last time Jen went to front desk with this after no one thought it important enough to return her call. How can you say you even value customer service or people ?

Everything was great. Especially the staff. I do not appreciate that they hold the 200. "incidental fee" for 5 to 7 days after you leave before returning. It's your hard earned money they are sitting on. Very disappointed in this practice.

Took six people to dinner. What a disaster. The restaurant brought half of our sides with the first of three salads. The other salads were nowhere in site. Then the time comes for entrees and one of us got our entree fifteen minutes before anyone else. That was followed by four more entrees then another then minutes later one more entree and ten minutes after that the final entree showed up. When the manager asked how everything was I accurately recounted the nonsensical delivery of the food, too which he said, "we intended for it to be that way, it's a free flow kitchen". The arrogance and the stupidity. "Free flow" I guess that what's you call it when your kitchen can't figure out the difference between an appetizer and an entree. What a joke. Go somewhere else.....anywhere else in fact.

Five star pretensions overwhelm this otherwise beautiful property. If I wanted to be condescended to over dinner while I'm laying down a king's ransom for a coffee, I would have walked into the The Polo Lounge in the Beverly Hills Hotel wearing a Trump mask. The staff and kitchen here simply couldn't care less and apparently have decided that attracting transient beach business is lucrative enough without having to do the heavy lifting required to cultivate repeat patronage. Never again.

Condescending staff. Mediocre food. I would not recommend the Reeds for dinner or an event

This was my second time visiting the outside bar/dining area of the Reeds. The first time I felt that the bar area was dirty and not welcoming . Upon my second visit the entire bar too was filled with dirty glasses & dishes from previous guest . We stood off to the side waiting for an area to be cleaned off but it never happen . The Reeds is suppose to be an upscale resort with top notch services , and it's everything but . The area was honestly gross and very unorganized. The view and setting is outstanding, food is also very good!

ATROCIOUS! My wife and I regret choosing this place to stay for a couple of nights for our mini-honeymoon in early September. From the minute we walked in around 10pm, we realized our room was not cleaned. They simply made the beds only (double queen room). Even then, we do not believe they changed the sheets as we found hair in one of the beds as we tried to get in. So, we tried to get in the other bed, and found crayon marks on the pillows (see the pictures). As we walked around, we noticed there were lots of Cheerios cereal on the floor. The water glasses were not clean and sticking to the table as if it had dried soda at the bottom. The small mini fridge still had milk from the previous guests. It was obvious, there were kids in the room before us. We then went into the bathroom and noticed the shower had mold on the corners. We were so disturbed; we called the front desk to ask for another room. The front desk had only one person working and nothing she could do. She said the only thing she could do was to "leave" a note for the manager to get back to us in the morning. I would not expect a $400 a night room to be this dirty and understaffed. We insisted we want something to be done that night since the bed sheets were not clean. Unfortunately, we were forced to move the bed sheets around and use towels to sleep. However, it doesn't end there. In the middle of our sleep, a blue ring light started flashing followed by a white ring light on the ceiling. This light was accompanied by loud beeps which woke us up. We were startled and confused. We were up in the middle of the night trying to silence and turn off the device. After Googling the name on this device, we found out its a Wi-fi access point. Apparently, it malfunctioned. WTF!?! The next day, no manager called us back. So, we went to the front desk to talk to them. The manager never came out. The front desk attendant took notes to "leave" for the manager. We gave them a chance to clean it, but even after we told them, they didn't bother vacuuming the Cheerios off the floor or bother removing the milk bottles from the fridge. We tried to get another hotel for the second night, but were told we still have to pay for both nights even after the issues. It dawned on us we were duped. These people are running a racket. Check out the pictures and decide for yourself. I wish we read the reviews here before booking. The pictures on their website are when the hotel was new. They do not maintain the place well. The room floors and doors have a lot of wear and tear. The bar area by the water is dirty. Specially the patio couches. Forget Covid, they don't even follow basic hygiene.

I will never stay at this hotel again. We stayed for 2 nights back in June of 2021. The interaction we had with both the hotel staff and the restaurant was pretty poor. I even remember one morning outside of our room a guy was yelling at the valet service screaming "you guys lost my car!" Their staff and management is like a carousel. They go through new people every couple of months. I was even told by one of the employees who actually had been there a while that upper management is a complete mess. Stay away from here. The Windrift and Icona are much better options.

My experience with this establishment has been absolutely atrocious. Attempted to book a room for a wedding as I was in the wedding party. I missed the discounted rate window by 2 days on account of the birth of my daughter. When I asked politely if there was anything that could be done, especially considering this was a Sunday wedding after Labor Day, I was told absolutely not. I was to pay the full price. Fast forward now to this week when due to unforeseen circumstances, I had to cancel the aforementioned room, granted it was 5 days before the check in but I assumed I could at least receive a partial refund considering most places five you a 48 hour courtesy prior to check in to cancel. Again, I was told since it was inside of 14 days there was to be no refund but "they will gladly cancel my reservation". Wow! Thanks! My advice to anyone considering this hotel, based off their customer service alone and the fact that they appear to think they run the Plaza, is to run the other way. There are plenty of establishments that appreciate good customer service and do the right thing, The Reeds I'm sad to say is not one of them.

I have never been more disgusted and disappointed with a Venue in my life. I was a bridesmaid in a wedding in which the bridal suite was in this hotel. Upon leaving for the wedding the room was locked up and the housekeeping was going to clean before the bride and her new husband returned. Three envelopes that were SEALED in a closed bag, containing gifts for the newlyweds, over $1000, was stolen out of the bag. After contacting the reeds they explained this has become a common issue, yet they both wouldn't refund us the money and wouldn't help us sort the mishap, when they knew the EXACT people who cleaned the room. I am currently still in the middle of a police report and the detective told me it was the FIFTH incident that month. Awful customer service. Very sad my gifts were stolen and he newlyweds lost gifts on their wedding nights

-10 for this so called "refined hospitality resort" connected with The River House at Odettes in New Hope. #9 rating to give credit for pleasant and overworked employees Room 230's bathroom had a stagnant water smell. The shower door had a soap scum on it. The room's floor had grit on it and I needed to clean my feet after a shower before I got into bed. During the night I became ill and had to checkout very early, losing our paid week. I didn't take out Trip Cancellation insurance and letters to Ron Gorodesky, CEO, Krista Ostrander, DOS, House services and reservation got a response from some unknown that dismissed all of our upsetting encounters and loss. We came home with sand fleas. We never got to the beach but only a quarter way up 96th street to check out which restaurants were opened. It's a ten year old hotel, definitely not a resort. It is filthy even on their deck, and rundown. Stone Harbor proved to be impressed with itself and taking your money. Wish I had read Yelp before I booked.

This is a review for the bar. It has a nice outside setting on the bay, but super-crowded on a nice day, over-priced for the area and "meh" food. Others have commented on the "free flow" kitchen, which can create an awkward dining experience unless everyone in your party is sharing plates. But I'm really writing to warn people about unexpected charges on your card. They tacked a random $95+ charge on my card, in addition to the separate $250, which was correct. I was just at the bar with my elderly parents for a few hours, so I know what we ate/drank and I know we tipped cash. I've tried to contact the restaurant several times with no response. I don't mind paying higher prices for the bayside setting, but the random extra $95 is a bit much. Hopefully it was just a one-time mistake, but who knows? Anyway, I just wanted to post a warning.

I've been going to The Reeds for quite some time now. The drinks were great, the food was even better and our service was on point! Our servers name was Matt A, he helped make our dining experience better than it has ever been before. We will continue to be a regular customer!

Was very excited to attend a wedding here and sadly the customer service or lack thereof ruined the experience. The rooms are overpriced and there are clear updates needed for the restrooms. I see multiple reviews on here claiming problems with bathrooms, our story is no different. Money is valuable more than ever right now, I advise you utilize yours elsewhere.

Try a Nancy's Fancy (tequila, st.Germaine and grapefruit juice w/twist of lime). A local Stone Harbor socialite's cocktail recommendation. Nancy was correct, a delicious bevvie to slurp while sitting under the custom designed overhead branch inspired lighting. Comfortable chairs at the bar and plenty of seating options, couches and decorative furniture pieces. Lots of space for guests to make friends and drink together. A bright, airy and sexy bar interior, with a natural beach house atmosphere. Design details of the outside pleasantville beach village vibes are well fused with the interior space. The boutique hotel has design cues from Cape May county charm and high brow architecture. The bar was designed expertly with the balance of form and function. Entering the bar from the modern hotel lobby or the spacious deck which from the beach porch., with out door seating! The warm feeling from the fire place and the large comfy chairs that surround the hearth, create a great lounge area to sneak away from the humming sounds of a cocktail bar getting bevvied. Looking forward to checking out the upcoming sister Hotel in Pennsylvania.

I am extremely disappointed that I attempted to take my partner to this establishment for our Anniversary. I guess they think corona virus does not pertain to them. Upon entering the front door there are tables by an elevator and lounge area where people were being served food. Very unappealing We continue to walk in further to head towards the restaurant and walk right into a very over crowded bar area with tables that were not spaced apart. No social distancing going on here. Obviously My partner and I decided not to stay here. But it does not end here. We used the restroom before trying to find somewhere else to enjoy our Anniversary. And to top off their covid precautions, they use pump hand soaps. How disgusting in a time like this. I will never return to this establishment. So sad we used to love coming here and enjoying dinner and the sunset. Supposed to be a five star establishment. I can't even give it one star, but had to in order to even post this review. Very poor management.

Checked into a $1,000 + per nite suite for a Sunday through Wednesday stay. The Reeds had a wedding party with bass that vibrated the third floor. Wedding guests yelled profanities from the rear deck F×ck seemed to be the preferred one. With our windows closed and a fan and sound machine running our two year old son cried untill the madness stopped. At this price range this behavior is totally unacceptable. If I want to visit a night club I'll visit a night club, I dont expect to be stuck above a nightclub at a conde nast rated resort. I called the front desk at 9:30 Sunday evening after an hour and a half of trying to put our son to bed. They told me sorry no one can help me, please see Molly (manager) in the morning. I visited her the following morning at 9 to find out she is not in on Mondays. I left my number, and received a worthless return call. Molly called, I expressed my concerns and she told me that noise is not an issue because they have noise proof windows. I told her that doesn't help much when you can feel the bass coming through the floor. We have been loyal Reeds guests staying here many times and I was very shocked with how dismissive her attitude was. I requested she take care of the room charge for Sunday, explaining I dont rent a room for the day but for the evening. She laughed and offered us a free breakfast. This will be disputed with the credit card company. Please pay attention Conde Nast and future potential guests. The Reeds has lost its shine and has a lot of deferred maintenance. Please see the attached photos. One room we rented had a broken fridge so a replacement was set in the hallway. Who expects to receive a room like this? Most doors stick and need to be slammed. Much of the upholstery is stained. Upon check in our desk had the books of the previous guests (practicing cursive), how well are these rooms being cleaned? The Reeds will need to step their game back up to where it used to be if they want to continue playing in this league.

The Reeds isn't good, as a matter of fact it's pretty bad. Pulled up to the hotel only to find out from the valet that their lot was full and he wouldn't park the car. So go park the car on the street somewhere... Do something with it. They wouldn't so I parked myself a few blocks away. Never in my life has a hotel valet ever refused to park a car. Upon entering the restaurant which wasn't anywhere close to full and the bar completely closed the waiter informed us that they were out of numerous items on the menu and had no specials. They knew how many reservations they had and simply choose not to order enough food. This was on Saturday night at 730 so it's not like it was late night and they ran out. As for the food, it was mediocre. However Tim the waiter was good. Try harder

The hotel is overpriced for the current service level and quality. There was a billing issue in our last visit. Had to submit a formal business complaint due to unknown, unauthorized charges on my account. At first they appeared helpful but after a month+ of going back and forth it never got resolved. Won't be going back.

Quality of food was so-so. Service was good .. but .. because of the pandemic they were short staffed .... so it was very slow. That was understandable. Extremely expensive for so-so food.

Instead of blocking people on Social Media commenting in regards to your lack of control over the bad driving and immaturity of your valet driving boys, perhaps you should reach out to them and acknowledge their concerns. As for The Reeds itself -- their food is overpriced and does not meet price expectations, the service from our dining experiences was certainly lacking, and the food provided at our previous family events was unexciting and mediocre at best. Don't bother trying to reach out to them on Social Media or leave an honest, yet critical, comment -- they will simply block you in what is evident frustration.

This hotel is aesthetically gorgeous and certainly the 'best' hotel in the surrounding area, however I'd never ever ever suggest someone stay here. We are locals (with a lot of friends in the area) who have countlessly experienced some of the worst service in all of the travel industry here. Unfortunately, their staff in just this latest 24 hours have been some of the most downright rude, unaccommodating, and shockingly mean and nasty service people I've ever encountered. They have dismissed my 60-year old mother's request simply to honor the type of room she reserved, instead placing her in effectively a storage closet for $1300/night. Every manager has conspired together to specifically offer her 0 options: stay or forfeit the full 3-night expense, even though they have forced her into a room that doesn't match the description of what she booked for her and her friend (there is 1 full bed). Beware. Beware. Beware. We will be sharing this message widely to prevent future headaches and days/trips ruined.

My husband and I booked a room over NYE weekend. Unfortunately, we both became very sick with Covid one week prior. We called to cancel/postpone the reservation, and the hotel refused to either credit us and allow us to reschedule for another weekend, or offer any type of refund. They said that they have a 30-day cancellation policy. We only made the reservation 20 days prior! We expressed that we could still come to the hotel and use all of their amenities even while sick, but that we didn't feel this was the responsible thing to do. This didn't seem to matter much to them, which I feel is negligent putting your staff and other guests at risk. We spoke with a number of people who were unwilling to help and gave us the name Molly Berg. We left multiple messages with her and no response. We were charged $1000 for our stay that never happened. A little bit of customer service would go a long way, as we will never give this establishment another dollar, and will be sure to caution others not to either.

The Reeds doesn't like criticism. Called them on their draconian, covid-insensitive cancellation policy, and they deleted it from FB. So be prepared to lose thousands of dollars (at their rates) if you are having to quarantine instead of checking in. Not willing to understand the unavoidability of the situation nor to accommodate by rebooking the reservation for AFTER you have recovered. In these dangerous and uncertain times, this is shockingly mean spirited.

Upscale Pricing for Third Rate Service For the prices they charge I would have expected a more professional staff. The resort and rooms are nice...nothing special though. I would compare it to a regular Marriott. The service was unprofessional: -There was no valet check-in because of COVID, which is totally understandable, they just had a little stand on the street (which was easy to miss). I was directed to the parking lot around the corner where the attendant told me I had to get the clicker from the guys at the stand in order to open the gate. I guess she saw the surprised look on my face and called the stand to come with the clicker himself. The clicker should not be the customer's problem. -I ordered lunch on the beach. They took my order and charged my credit card. An hour later I followed up and it seems they lost the order and had to place it again. I finally got my food (which was excellent) and when I got home found two charges on my card. I called the hotel twice and was promised a call back both times, but never got a call. I had to dispute the charge with my credit card. -The Water Star Gille is a lovely restaurant except you can't go during the day because they hardly any shady areas. The restaurant was empty and there was nowhere to sit and have a cocktail because all the tables are out in the sun. There were umbrellas, but they weren't shading the tables. I asked a hostess if I could sit in another section that was shaded (and almost empty) but reserved for diners and after some discussion, they reluctantly let me sit (they were clearly not happy about it). They do the majority of their business in the summer so I do not understand the lack of shade for the tables. Also, the "pool" area is covered and sweltering... maybe throw a fan up or something? -There was a storm the morning we left so we called to see if we could get a shuttle to our car (they could have used the beach shuttle) but they said there was nothing they could do. Hey... thanks guys. We were soaked and had to drive hours in wet clothes. All-in-all, the service needs to be taken up a few notches. Maybe think more about the customer experience. The cleaning staff was great though, super friendly, but the restaurant and valet situation could use a lot of work.

Have been coming here since it has opened. The outdoor bar has been a great addition to Stone Harbor. However the food is a fair at best and the wine list is - let's just say below average at premium prices.

My family always visits The Reeds during our annual vacation to Avalon. We called ahead to ask about reservations for a Friday night and were told they were serving outdoors at half capacity on a "first come, first served" basis. When we arrived at 6 pm we were told that the patio was closed due to a wedding. (Not sure why we weren't told this on the phone beforehand.) We immediately switched gears and decided to have a drink along the water outside of the Pizza Shop (which is also owned by The Reeds) Service was good ....drinks were okay although quite expensive. We decided to order Take-Out pizza and salads from the Pizza Shop as well as several Mexican Entrees from the Mexican Restaurant next door (Also owned by The Reeds) Upon opening our Take-Out meals, we were shocked by the contents! A large pizza that looked more like a small frozen pizza! And a Caesar salad with NO DRESSING? Romaine and croutons ONLY! The quesadillas came with NO guacamole ...NO sour cream (So much for asking for EXTRA sour cream!) Needless to say, our family of 10 went to bed hungry our last night in Avalon! I wrote a complaint letter to The Reeds management but have yet to get a response. Not sure if I ever will hear back from them. Beyond disappointed in this place.

I stayed here with my boyfriend for a one night stay. We arrived two hours early of the check-in time (3p.m.) so our room wasn't ready yet. We grabbed lunch at a nearby restaurant that was walking distance so it wasn't a problem. However, we arrived a little after 3 p.m. and our room still wasn't ready. We waited in the lobby for about 10 minutes until we were finally given our room key. The lobby was very nice. We sat near the fire place, which wasn't lit so that was a bummer since it was a bit cold.The next day, the fireplace was lit though so not sure if they have certain time frames they keep it on. Once we got to our room, house keeping was still cleaning it so we had to wait a few minutes in the hall. Apparently, a couple people called out of work that day so house keeping was understaffed. Once we were finally in our room we noticed there was a not a complete set of bath towels so house keeping had to bring us some. The rest of our stay was very pleasant though. Our room had a king bed and balcony with a town view. There was no kitchenette, but there was a side area with a mini fridge, Keurig, plates, bowls and wine glasses. The bathrobes and toiletries that came in the bathroom were a nice touch. In addition, the staff brought us an evening treat which was a s'mores crumble type dessert. It was a tasty surprise. Overall, this hotel was very clean and the staff was super nice. We would definitely come back.

I made a reservation for my husband's birthday in March and then out plans changed and I literally called the day after I made the reservation. Looked at my credit card statement today and they kept $50 of the room fee saying that's their policy. They are keeping $50 dollars for a credit card processing fee!!! On what planet is that even real!! Emailed with Manager and he said sorry that's the policy and offered a credit for a later stay. I told him I'd never go there as if this is how they treat people I wouldn't give them another dime!!

Let me start by saying there is such an amazing opportunity with this location. It overlooks a beautiful bay. The bad news is that The service is just OK and the drink prices are outrageous. The food is good but not worth the price. We were particularly disturbed by the Waiters reaction when we asked if they could break a Dollar bill to pay for parking. They said that many people complain yet they had no quarters available. For such a high-end place, to not have this plan for or at least react in a way that made us feel like we were in a high-end place is ridiculous. We paid our $34 for two glasses of wine and left

We are spending Thanksgiving week and are meeting our daughter and her fiancé at The Reeds at Shelter Haven and needed to express our sincere gratitude to Diane and Margaret who made our check in experience so seamless and uneventful. They exceeded our expectations and started our week's stay in the best possible way with their kindness and genuine caring to make our time at Reeds the most relaxing and restful it could possibly be! We highly recommend The Reeds at Shelter Haven to ALL travelers heading to Stone Harbor!

Beautiful hotel, beautifully designed bright and clean rooms. Loved the service, restaurant bar, lobby, outdoor seating, and pool. The hotel shuttle to the beach is also very convenient, lawn chairs and towels are also provided to guests and carried by hotel staff to your beach spot. It was everything I love about beach hotels, and the stores/shops around the hotel are quaint as well. The hotel staff was very pleasant! 1 star lost for the lack of coffee/caffeine options. There was no where in the area to get coffee! The coffee in the room was a little weak, and I didn't like the $8 cappuccino or coffee options in the restaurant. But, this was my only negative feedback. Everything else was ahhmazing. Definitely visiting again.

I've been staying at The Reeds for several years and I've never been disappointed. It's deluxe accommodations with VIP service. The beach service alone is worth the trip!