|Address:||386 Hanson Ranch Rd, Vail, CO 81657, USA|
On the day of my arrival, I started having flu like symptoms. I called the Lodge at around 11 AM and asked if they have early check-in option. Reception told me to come over there and they would be able to get the room as soon as possible. I continue to be febrile and sick with flu and they made me wait 2.5 hours in order to get the room. If they could not get the room, they should not have promised over phone. Secondly, we booked the Mountain view room, they offered us 2nd floor room. On my wifes request as it was my birthday, they did moved up to 4th floor and the next vary day they asked us to come back down to 3rd floor. When I asked why are we being moved, they said " those rooms are reserved for others". When I asked them, when I paid more to get the mountain view room, why we can not get a high floor room, they did not respond convincingly. So we changed the room 3 times in 24 hours time which was a big pain especially with my sickness and their apathy towards their customers. On the contrary side, fourth floor room with balcony was nice. Their room were big and beds were comfortable. Fireplace did work. Other bath supplies were from Loccitane which was very nice. Overall, if they had a better customer service and more empathic to their customers satisfaction, I would have rated them high. Next time, whenever I go, would prefer a bigger chain like Marriott/ Hilton and not a local chain like Tivoli and likely stay in Lionshead area than Vail Village which I found better with more restaurants/ better gondola ride view.
I am a world traveler and I have never had a worse experience at a hotel than I did at the Tivoli Lodge. For starters their maid service almost never came and they did they did a HORRIBLE job cleaning a room my girlfriend and I kept tidy to begin with. Since I was out of the room most of the day I didnt realize what crooks these guys really are. When I checked out they added a $250 smoking fee to our bill, in my haste of checking out at 5 am in 5 degree weather to catch my flight at 8:00 am in Denver I failed to look at the hotel bill incidentals. When I did I saw they added a $250 charge on my credit card for "smoking fee", I dont even smoke cigarettes. I called the hotel about the charge and their manager was always conveniently "unavailable" but the staff there were a bunch of kids so I wouldnt be surprised if the manager was a spaced out teenager that got distracted by a butterfly. Upon returning home and making several calls they gave me the run around every time. Today I got a call from my girlfriend who I stayed a whole weekend there with and spent $2900 for a Thurs-Sunday trip, was also charged $250 for a smoking in room fee. It has been a nightmare dealing with them and still have not heard back from their manager and my girlfriend and I are out $500 in complete bogus charges, I will update if this hotel reimburses us but it doesnt look like they will. Also their breakfast is NOT free and really nothing special for what they charge. STAY AWAY FROM THIS HOTEL BY ALL COSTS
Update: General Manager Brad has followed up with me and has been very understanding of our extenuating circumstances so I wanted to update my review to show my appreciation for the excellent service he provided in finding the best possible solution to our situation. Since I have not yet stayed at the Tivoli, I cant give five stars, but I look forward to staying there the next time my husband and I are in Vail! My husband and I were looking forward to staying at the Tivoli this weekend for the Triple Bypass, an annual biking event ending in Vail, in which my husband was participating this year; however, this evening the Triple Bypass organizers announced that the event was cancelled due to wildfires. When I contacted the hotel to cancel our reservation, the front desk staff informed me that we would not receive a refund even though we are canceling due to an Act of God, which was completely out of our control, because "the wildfires dont affect the hotel". I am waiting to hear from Brad, the General Manager, to see if he is more understanding of our unforeseen circumstances and will process our refund since we no longer need the reservation. I was thinking about booking the Tivoli for other events in Vail because it looks like a nice place; however, the service Ive received has made me seriously reconsider.
I adored the Tivoli from the first time I stayed there last fall. Came back a second time to do a personal retreat in the summer and had a lovely time. On my way home, someone from the front desk called me to tell me that I had forgotten some supplements and that they would send them. I gave them my address and thought "wonderful, theyre going to take care of everything and what amazing customer service." Wrong. I got a call a few days later asking for my credit card number so they could ship the vitamins out. It took me two weeks to actually get someone on the phone to give them my credit card number. I then waited another two weeks but no supplements. Called back a second time and gave my credit card number again. Waited. No supplements. Called a third time and spoke to a manager and Im still waiting.
A Private User
This place may be nice in winter, but they cut way back on the amenities in summer. For example, they list shaving razors as an amenity available at housekeeping. I called housekeeping, asked for razors, and housing answered with "no English?" called the front desk, and they said, " well what did you want?" and was told they dont stock razors in the summer. Also, do not prepay for the breakfast. $15 gets you a continental and a waffle maker. Staff is very unhelpful. They seem irritated that we are first timers. Dont waste your time here.
A Private User
This is one of the most fabulous hotels I have ever stayed at! The service is second to none, and the free breakfast is such a nice touch! The front desk workers will go out of their way to help you out, regardless of what you need. And you can walk anywhere in Vail. Plus, the bus is right there to take you around. The Tivoli is clean, comfortable, welcoming, and convenient. I wouldnt recommend staying anywhere else!
As soon as we got to the hotel, the people were nice and there was no hassle at the front desk. Our room was verry nice and cozy. We had a beautiful veiw and a balcony to stand on. The hot tubs were nice and warm. The best part to me was the free bikes to take around town. Overall it was a great hotel and i really enjoyed it.
A favorite of ours. Weve stayed here multiple times. By far one of the best hotel experiences weve ever had. Get the mountain view with a fireplace for a peaceful getaway. Family owned and feels like it, but still high quality. They now require your to use valet service because of a problem they had last year it so.
Me gusto demasiado por que esta cerca de de donde de práctica sky y de el centro las habitaciones muy cómodas y un servicio extraordinario