Cambria Hotel Copper Mountain — Hotel in Breckenridge

Our stay started out great. We unexpectedly had to bring my daughter's dog due to him having emergency surgery the day before we arrived. So when we checked in on Sunday evening, we informed them of the dog and knew there would be an additional fee on her room. We had a separate room with our son. On Wednesday evening, we were told through an email that they had gotten complaints about our dog barking. So after being told that, we made sure there were no more complaints and no more barking. On the night before we checked out, we noticed that we were charged a pet fee and some charge for damages to a door. My husband went to talk to the front desk as we did not have a pet in our room. My daughter did in her separate room. After a lengthy discussion and attitude from one certain person at the front desk, they decided to remove the pet fee from our room. The next day at checkout,  we noticed on the bill that they still wanted to charge us the pet fee and insisted there were scratches on the door from having a pet in our room. I, at this point, was getting angry. I asked them how they know there are scratches or damage to any door as we only had our room serviced once on Tuesday morning. They would not answer me. So I insisted we go upstairs to the room to show me the damage and scratches they are accusing me of and charging us for. So we did. They could not show me ANY damages or scratches on ANY door. Needless to say, those charges were removed. I can not believe they were seriously charging for something they have absolutely NO PROOF! The horrible attitude from Alandra was so unprofessional. She constantly rolled her eyes, huffed and puffed, and would just walk away into the room behind the desk and just disappear for a while. She DID NOT know what she was doing and SHOULD NOT be in customer service. She told us many times that she just works there and we shouldn't take it out on her. We asked for the manager both times we talked to her and both times the manager was not there. Her coworker, Jay, who was very accommodating and did everything he could, had to apologize to us for her behavior. If the manager isn't going to be there to do their job, the only recourse guests have is to take everything to whoever is there at the time working for the hotel. That's how customer service works. I will never stay at this hotel again. We go skiing every year as a family. On a side note: breakfast is $16 a person! It is NOT worth that amount of money for the buffet they offer. I have stayed at some very nice hotels over the years and not paid that much for breakfast. Also, there is a chance they run out of parking. We couldn't find parking in the hotel lot after coming back from dinner one night. They have overflow on the side but after a certain time, you have to pay for that parking lot if you don't move your car. The website says you can have one car per room, so they should be able to accommodate that amount of parking. Nice place to stay because location to ski slopes and Center Village is great, but VERY VERY...

So disappointed in this hotel. I never actually stayed there so I can't really comment on anything other than their customer service... Which I would rate a ZERO!

Yes it looks beautiful and appears to be well-kept and is in an absolutely stunning area with not a lot of nice hotels to compete with, and originally based on their reviews and photos I did make a reservation to stay at this hotel. However, unfortunately it was during the Global IT outage and my flight from Southern California to Denver ended up being canceled.

If I was flying to Vegas or somewhere closer I certainly would've jumped in the car and driven, but unfortunately this was over 1000 miles from where I lived.

I was scheduled to fly out on Saturday, July 20, I arrived at the airport and after NINE hours of flight delays, my flight was ultimately canceled. 11 minutes after receiving word that my flight was canceled I was on the phone with this hotel letting them know that I was not going to be able to make it for my reservation the following night.

The gentleman on the phone seemed very understanding (as The global IT outage affected the hotel industry as well) and said he would pass my cancellation onto his manager for approval and that I should be hearing from someone within a couple days.

It's been over a week now and I have not heard from anyone. I have called and emailed several times, I also emailed the general manager, the assistant general manager and the hospitality group that was listed on their website. I also called choice hotels who is in partnership (or ownership?) of Cambria hotels and although they did agree that (in light of the global IT outage) and the cancellation being beyond my control, that I should receive a refund but that the refund had to come directly from the hotel. But I can't seem to get anyone (except the person who answers the telephone) to correspond with me regarding the refund.

I had 2 other nights reserved at a different hotel, I also had a rental car, a whitewater rafting activity, and 4 days parking at my departure airport, ALL were refunded, NO QUESTIONS ASKED!

There was a Global IT outage, it was a 1000% beyond my control and affected the tourism industry as a whole... I don't feel that an exception to the cancellation policy (IN LIGHT OF THE SITUATION) was an unreasonable request.

It's not even really about the money at this point, YES, I certainly would love to have my one night refunded, but the fact that I have called and emailed several times and reached out to multiple people within this organization and NOT ONE of them can give me the common courtesy of a return phone call/email, speaks volumes about the customer service of this brand!

I am a frequent traveler, I have stayed in hundreds of hotels around the world, this hotel takes the number one spot for the worst customer service I've ever...

WATCH YOUR CREDIT CARD BILL! I was planning a nice review until sketchy behavior by the staff today. Booked through Priceline after our usual $400 a night hotel in Dillon was booked. Arrived at 4:30 & Sarah told us our room wasn't cleaned yet so we drove back to Dillon for dinner. We came back at about 7pm & got our king room which was small but clean & comfortable. We were told that since we used Priceline, we needed to post a $50 deposit via a credit card. We scanned a card & although we immediately got an alert from the CC company that we had a $50 charge posting. The hotel said it didn't scan even though we showed the clerk the message from the CC company. We allowed a second scan, again an immediate alert on the phone. We decided to deal with the manager the next morning at checkout. We enjoyed the outdoor hot tub & used the provided towels by the spa entrance. The next morning, I talked to a gentleman who said the double charge would be fixed & it was shortly. A few more days in Colorado, then back home. Yesterday, we got a notification of a $39.25 credit from the hotel, not $50. I called the hotel for an explanation. Had to navigate the automated system to actually get a human, finally success. This girl was on her 2nd day on the job, after several "I don't know" & being on hold again & again I asked for a manager. A young man answered & identified himself as the manager, though he was not the same one who said he was the manager when we checked out. I asked about the charge/credit situation & again got "I don't know" as the canned answer until almost as if someone slid a note to him he said "oh wait, that's the daily HOA fee". Wait, what? The hotel has a homeowners association? I'm a retired real estate broker of almost 40 yrs, licensed in 3 states & have never heard such BS. He tried telling me they do the same thing in his home state of Texas, again BS. This is our 5th vacation this year, we're talking about $11.75, basically a cup of coffee & he wants to lie to me about it? Nondisclosure is not acceptable! He blamed the fact we used Priceline, if it wasn't for Priceline we would have never heard of this place. They should thank travel services for expanding their business and not blame them for their sketchy business practice. Violate my trust & you'll never get a second chance. Choice Hotels corporate, shame on you for...