Not 4-star hotel
Posted Jan 4, 2016
We had an okay experience here, but this hotel is not up to the usual standards of a well run 4-star hotel and we won't be returning. The physical plant and rooms are a bit faded and in need of rejuvenation. The hotel lacks some of the typical amenities for a Vail hotel of this level, such as 24 hour room service and a complementary ski valet service that handles boots as well as skis/poles. Most importantly, the employees need to perform at a higher level than they do. For example, our room service breakfast order was a daily comedy of errors, as every single day of our 7 night stay, something went wrong or was forgotten with our order, and sometimes it took several trips to fully correct (yes, we'd like our order for tea to include a pot of hot water, not just the tea bags; and yes, a pot of coffee should include spoons so we can stir the coffee cups). When we gave a fax to the front desk that had some trouble being transmitted, it took several calls from me to get them to proactively call the recipients to figure out the problem; and on one occasion, the front desk person insisted that the hotel did not have a fax cover sheet (although, as I explained to them, I had filled one out just the day before). The employees try very hard and are very friendly and eager to please, but they come across as a bit bumbling and untrained.