We stayed at 202 Unit from December 28th until January 4th. After late arrival nobody at reception desk. Vert confusing to access to the unit. They just left an envelope containing bunch of codes to access.
After figuring out we enter into our unit to learn that it was under reparation... Big horrible hole in the main bathroom ceiling...! We kindly ask to be transfered to a different unit having a NO as as reply.
It´s a very expensive place to stay and shouldn´t happen. No explanation , no apologies , Nothing... Take it or leave it seems t be the phrase.
Very well located though and comfortable staying...If you ask me I won´t come back.
Comment from Hotel Management
Jul 18, 2015 by Craig, Hotel Management
We would like to thank you for choosing The Caledonian for your stay here in Park City. Our Winter Desk hours are from 8am-10pm and if you happen to arrive at the desk before or after those hours, like in your case, there is an after-hours sign displayed at the desk. The sign directs you to a phone number to talk to a live front desk agent that will walk you through the after-hours check-in process. They will supply you with the code to the lock box to get your envelope that has two codes that will give you access to your room, the elevator code and the unit door code. We found this process to be the easiest for our guest and rarely have any problems with these after-hour instructions.
We sincerely apologize for the leak and consequent inconvenience you had to experience during your stay with us. Please let us explain the situation a bit more in detail, which by no means should be an excuse but hopefully makes you understand that we had limited capability to fix this problem due to its timing.
The leak actually occurred during the prior guest’s stay and a plumber was needed to do the necessary repairs. That guest left the day you arrived and due to the fact that we were completely booked and therefore could not move you into another unit, we did all we could to make the unit rentable without having to walk you to another property. In addition, the leak happened during the holiday season that provided us with limited access contracting services (such as a plumber) and therefore the leak could not be fixed in-time before your arrival. It was most definitely a bad timing issue that we had limited control over.
The drywall contractor could have come during your stay to patch the drywall but we did not want to bother you with additional construction in your unit as the drywall project would have taken three days to complete with a worker in your unit all of those days. Instead, we opted in this case to leave the open drywall, so you could have your privacy.
The special aspect about Unit 202 is that it is a premium, one bedroom unit that has two full bathrooms. Instead of having a construction crew in your room for 3 days we hoped that you would have been ok by using the second full-bathroom instead to ensure privacy.
The reason we were not able to move you to another unit was because we were fully booked and therefore had no available unit to move you to. I know you asked us on more than one occasion if we would ask another in-house guest if they would want to switch rooms with you but unfortunately that is against our policy and we are not able to approach guests in occupied units for such a matter.
The first time you stopped by the front desk, we found that there was a language barrier to overcome, so we translated all of the above mentioned points to you via Google Translate and apologized several times for this unfortunate situation. The next day our front desk agent Carla, who speaks Spanish, once again fully explained the situation and also apologized to you. The day after that you had approached us again in Spanish and we did our best to explain to you the situation and again miscommunication ended in further frustration on your part.
The day you departed from the Caledonian was the first time your husband Ramon came to the front desk and extend our sincere apologies. It was clear at that time that your husband spoke English and confirmed that he completely understood the situation and even though the conditions did not make for a perfect stay, overall realized that our hands were tied due to the timing of the event.
We sincerely apologize for these unfortunate circumstances and encourage you to come see us again.