The Grand Lodge, A Vail Resorts Property

The location and the town of Crested Butte is amazing. Brandon the valet driver was outstanding.

We were switched from our original booking to this hotel. The air conditioning didn’t work well even after having maintenance look at it. They never brought our new towels after requesting them. The room had bunk beds as well as our bed which made it smaller. Not as nice as the original hotel we booked. Getting to the lobby was a challenge from our room not on elevator went to it.

Room was a decent size and the bed was comfortable.

We booked our room through booking .com and after driving 3 hours of the 6 hour trip we got a phone call telling us that there was a problem with our booking and they didn’t have room for us. They told us to contact booking.com because they shouldn’t have let us book the room. After spending over an hour on the phone with the booking company and being told that it was the lodges fault the lodge called and told us that they had found us a room. Now having the next 3 hours of the trip left and being another hour behind we headed to the lodge. When we arrived there was not a front desk to check into, we finally realized that there was someone in a room off to the side. We went in and the guy that was there treated us as if it was our fault for the booking problem. Not very friendly and acted like we were putting him out to check us in. It was not our fault and I didn’t appreciate the way he acted.

The atmosphere and the staff were very nice.

Nothing

Location and Ski Valet. That is about it.

I am writing to formally express my disappointment with the handling of our recent reservation and the misinformation we received regarding our pet-friendly accommodations. On Thursday, January 8th, we spoke with a Vail Resorts representative to confirm that our reservation was for a pet-friendly room and to request placement on the second floor. During that call, we also asked that a note be added regarding our dog’s sensitivity to noise. The representative confirmed that all notes were added to our reservation. The following morning, Friday, January 9th, we called the hotel directly to reconfirm these details. During that call, we were told that no such notes existed and, more concerning, that we would not be allowed to bring our dog at all. Because the reservation was prepaid and non-cancelable, and based on the information provided by your staff member, we were forced to scramble at the last minute to board our dog before our trip. Upon arrival at the hotel, we were then told that pet-friendly rooms were available and that no one had attempted to contact us to clarify the situation. This directly contradicted what we had been told only hours earlier and caused unnecessary stress, inconvenience, and added expense. This experience reflects a serious breakdown in internal communication and guest service. Had accurate information been provided—or had someone reached out to clarify—we would not have had to make last-minute boarding arrangements for our dog.

The hotel was fine. Average and a bit dog eared but I am sure it gets lots of people through in the winter with lots of gear and snow. The hot tub was nice. The bed was comfortable but not the sleep sofa. Our adult son did not get much sleep.

The hotel felt like a timeshare with the way the check in worked. There was no reception desk but an office to check in. The woman who checked us in was not particularly friendly or unfriendly just kind of there, not what you might expect in the hospitality business.