The Plaza — Hotel in Crested Butte

I hate having to write this review, I like to have peaceful vacations and pray I never have to complain or leave something like this on the internet, but the service we received was so vile, I was forced to, to save other patrons the experience we had. Truly awful customer service. The desk manager Christopher at the Lodge at Mountaineer Square shouldn't be in customer service, period. The unit we stayed in was about $400/night and has plumbing from the 1980's, the toilet seat was worn out and busted, the shower nozzle looked like a plumber's back up nozzle to test water pressure, it sprayed everywhere except where you wanted it to, and the shower sliding doors from the 1980's kept sliding off the track, and it took a ton of strength and effort to put them back on the slides, a person of smaller stature could have easily hurt themselves. When I brought up these issues with Christopher at the desk, he said "What do you expect, you bought the lowest priced place we had" "You picked the Motel 6 of the Marriott options we had!" "If you don't like it, maybe you shouldn't come back to Crested Butte". Just wow. These are not exaggerations and I'm not paraphrasing one word - I was very calm and reasonable, and he offered a refund of the daily resort fees, about $20/night. Which he never refunded by the way, and it's been almost a month. He gave me the email and name (Dawna) of his supervisor, and the email didn't even go through, so I suspect he lied. I emailed the main customer service of this resort, and I have received no response. Shameful experience we were given. We love Crested Butte, and this location was actually quite nice, we actually chose it because their website said 'recently renovated", when we asked about that after seeing the bathrooms Emma and Christopher said 'just the outsides' were renovated. I should have known when we asked Emma to see photos of the bathrooms weeks before coming, and they ignored this request, that something was up. The owner needs to update these bathrooms, or they need to be honestly shown on the website, and Christopher needs to go to customer service retraining or find another line of work. And we will be returning to Crested Butte, but clearly...

I booked a condo at the Plaza Condominiums in Crested Butte, through Priceline. The condo description is completely different than advertised on Priceline. We arrived to the Plaza to check in, only to find no sign about how to check in or even a check in desk. We ended up being told by another guest that we have to check in at the Lodge at Mountaineer Square. After checking in, we were sent to our condo that they said is in the Axtel Condo building. The condo was advertised at a completely different address, with an elevator, king bed, and washer and dryer in unit. None of these things are in our condo unit… I reached out to customer service for the condo complex (as advised by Priceline) and still have not received any response a week later. Additionally the unit we were in is in need of repairs (broken off shower turn knob, one of the keys we were given didn’t work, the low battery fire alarm chirp was going off all night next door, one of the bathroom door knobs was falling off, broken recliner...

Property photos are misleading. Condos were not updated, blinds were broken. Dishes were so high up they were almost inaccessible. Table wobbled and fireplace did not work. No elevator in the building and parking was far from the entrance. The building itself definitely needs to be updated. Do not recommend. Hotel did reach out to me and told me they would see if the owner would consider updating the unit… they should know the condition of their properties and in order to rent...