We recently stayed at this hotel while attending a wedding, choosing to extend our stay to explore Vail. Unfortunately, our experience was consistently disappointing, and I feel compelled to share the full scope of what occurred. However, I will say that the staff definitely made the stay more pleasant and tried to accommodate the best they could hence giving it 4 stars. In addition, there were several members of the staff that agree there are issues at the hotel.
1. Reservation Issues
We had a room block for the wedding, but the booking link did not work properly. Around January 2025, I called the hotel directly. A staff member assisted me and provided a confirmation number, but I never received a confirmation email. When I followed up, the second representative couldn’t find any reservation under my name. If I hadn’t double-checked, I would’ve arrived with no room reserved. This was both frustrating and stressful given the nature of our trip.
2. A/C Problems
Upon arrival, we discovered the air conditioning wasn’t working—and no one informed us at check-in. Only when we asked at the front desk were we told it would be fixed the next day. It took two full days, and even then, it never cooled below 71 degrees (despite being set to 65). We had to sleep with the windows open, which only opened 4–5 inches and faced a busy road. Traffic noise and warm temperatures made for uncomfortable nights. Others from the wedding party also had to be moved due to extremely hot rooms.
3. Bellman & Room Upgrade Confusion
Victor, the bellman, was excellent—friendly, informative, and welcoming. We appreciated his tips. However, we never received the water we requested to be sent to our room. I had upgraded our room but wasn’t informed of what the upgrade entailed. When Victor showed us in, the connecting room was unlocked, so he left it open, assuming it was part of the upgrade because we didn't know what the upgrade included. We didn’t use it, except to take the water that was there since ours never arrived. Kimberly later kindly provided bottled water from the lobby when we walked down to request it.
4. Concierge Unavailable
We attempted to reach the concierge, Steve, multiple times, both in person and via phone. He was never at the desk when we asked, and despite leaving messages, he never returned our calls.
5. Room Assignment Mix-Up
Robert from the hotel called about the attached room, but I missed his call and returned it shortly after. He was busy, so I hung up and went to the lobby—only to overhear him discussing my situation with the mother of the bride (MOB). He incorrectly assumed we thought the extra room was ours and stated it was meant for her mother, who had to have her room switched three times. He also claimed it was a handicap-accessible room, which I confirmed it was not after personally showing the MOB. Another person attending the wedding heard be at the desk and said I ditto everything she said, she was having the same frustrating experience.
6. Privacy Violation
While in our room, which has a hallway leading from the main door, I heard a faint knock. Before I could get to the door, a lead housekeeper entered the room—despite the “Do Not Disturb” sign being displayed. I was shocked. She said she needed to access the adjoining room, but I reminded her she had a master key. She claimed her key didn’t work. I let her in and unlocked our side of the door to find that the other side was also closed. She said thank you and was ready to leave when I informed her that a bathroom lightbulb was out, and the door latch was missing—a true safety concerns. Neither issue was addressed during our stay.
7. Unauthorized Entry (Again)
Later, we returned to our room to find a bottle of champagne and macaroons—with no note—despite the DND sign being on the door. While the gesture was appreciated, i had just requested that no one enter our room due to the incident with housekeeping. In addition, no one at the front desk could confirm who sent it. I later learned it came from the event coordinator as an apology—but only found that out after we were already home.
8. Housekeeping Miscommunications
When I asked a housekeeper for towels, she brought robes instead. Small, but frustrating, especially when added to the larger issues.
9. Lack of Follow-Up
a couple of staff members said they’d call me back and either never did or didn’t follow through as promised. Communication throughout the stay was lacking.
10. Billing Confusion
I noticed a charge on my card from a bike shop affiliated with the hotel. No one could identify the charge at first, though they later confirmed it was for a bike rental after i questioned it. In addition, I thought they were affiliated and asked the rental place if we got a discount, they said not. Later I found out we should have received 10% off. This should have been clearer from the start.
11. Wedding Dinner Service
At the wedding, seating was mixed up, so we weren’t in our assigned seats. A server tried to place the fish entrée in front of my husband, who had ordered beef. When we explained the seating issue, she became visibly frustrated, placed the plate down abruptly, said “whatever,” and walked away—never returning. Another server apologized and said she would notify the manager.
12. Front Office Manager Interaction
When I shared my concerns with Haley, the front office manager, she seemed indifferent and annoyed—not nearly as empathetic as others I spoke with.
13. Room Condition
The leather couch in our room was visibly dirty and uncomfortable.
14. Final billing
the bill was extremely confusing. The credits were hard to understand and lacked back up information. There were credits under the payment column. The total was the same under payment/credits/billed information. Took us hours to go through ourselves and figure it out.
Positives:
Kimberly, Mia, and Mary (spa) were all kind, empathetic, and helpful.
Victor, the bellman, stood out with his hospitality.
Bryanna, the group room coordinator, was professional and understanding.
The bed was comfortable, and the rooms themselves were well-designed, although the suite layout was strange, with it being separate rooms plus the adjoining room, all off the same hallway.
Mary at the spa gave me 50% off, which was appreciated.
The hotel did provide some Compensation:
40% off for three nights - provided to all at the wedding for the AC inconvenience. Most didn't have the other concerns/issues we had, or at least I didn't hear of them other than a few having to move due to the heat.
One free night
upgrade fees waived
Parking fees waived
Resort fees waived
However, given the sheer number and seriousness of issues we encountered, I truly felt the entire stay should have been comped. I expressed this to both Haley and Bryanna. Bryanna said she would ask. Haley later called back and offered us one free night on a future stay. I explained we don’t plan to return to Colorado anytime soon. She reiterated that was all they were willing to offer. For context, one night at the hotel is about $400, and they had already comped about $1,100. For the remaining $600, they were willing to accept my review instead of fully owning the guest experience failure.
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