Vail Racquet Club Mountain Resort

PLEASE READ: I never have written a review, but my experience with Vail Racquet Club Mountain Resort compelled me to share my profound disappointment. I strongly urge potential customers to take their business elsewhere, where compassion and flexibility are valued. My partner and I, both medical professionals, had meticulously planned our first ski trip to Vail. After extensive research, we chose this resort for its appealing amenities beyond just skiing and dining. We were genuinely excited for this much-needed vacation. Unfortunately, 24 hours before our departure, my partner fell severely ill with influenza. Given the highly contagious nature of the flu and our professional responsibility to public health, we made the difficult decision to cancel our trip. We understood the resort's cancellation policy, but we hoped for a compassionate exception, given the circumstances. We provided comprehensive documentation, including medical records, flight cancellation confirmations, rental car cancellations, and proof of canceled ski lift passes and lessons. This was not a frivolous cancellation; it was a necessary decision to protect myself and others staying at the resort. Despite our detailed documentation and earnest request for either a refund or resort credit for a future stay, Vail Racquet Club and Mountain Resort refused to accommodate us. What’s particularly frustrating is that within an hour of our cancellation request, they rebooked our room, which we confirmed with the front desk staff. This clearly demonstrated that they were not facing any financial loss due to our cancellation, effectively profiting from our misfortune. It is true, we did book through a third party, American Airlines Travel, and not directly - but we also have documentation confirming that AA Travel fully understood our situation and advocated on our behalf for a refund or resort credit. Despite AA Travel's efforts and acknowledgment that 'life happens,' the resort dismissed their request. The manner in which we were treated was equally disheartening. The front desk receptionist was dismissive and initially reluctant to allow us to speak with a manager. After repeated requests, we were finally able to speak with Andrew, the operations manager. His demeanor was dismissive and rushed, similar to Kim, the general manager, who also told my partner, ‘I don’t know what to tell you. Talk to your travel insurance – I have a meeting,’ showing a complete lack of empathy or willingness to consider our situation and a general disrespect for their customers." What the resort failed to realize is that this trip was not solely for leisure. We were also considering Vail Racquet Club and Mountain Resort as a potential venue for our family-owned business’s annual company retreat. We were looking for a change from our usual sunny destinations and were impressed by the resort’s amenities, including kids’ tennis, pickleball, and a gym, perfect for our employees and their families. However, the resort’s inflexibility and lack of understanding have irrevocably changed our perspective. Their refusal to offer any form of credit or refund for a $2,000 booking has resulted in the loss of significant future business. We had intended to bring our company and employees to this resort for years to come. Please note that we WILL be visiting Vail in the near future, but our business will be given to any other resort in the area EXCEPT THIS ONE. Their short-sighted decision to adhere strictly to their cancellation policy, even in the face of documented medical necessity, has cost them far more than a simple refund or credit. They have lost not only our business but also the potential business of our company and any other customers and businesses reading this review. I sincerely hope they learn that kindness and flexibility, especially in unforeseen circumstances, are essential for building lasting customer relationships. They should remember that not all guests are trying to take advantage; sometimes, life simply intervenes.

Like a home away from home, our stay allowed us to kick back after a day at the slopes and regenerate with a full kitchen and access to a nice health spa.

Nice and cozy place to spend a few nights. Not very fair from several of the ski lifts. First time in Vail and it will not be the last!

Great location clean easy to get to slope with bus. Gym and pool facilities were also very nice. The units were clean and well appointed

Nice hot tub