Best Western Plus Eagle/Vail Airport — Hotel in Eagle

Hotel appearance, room and to go breakfast were OK. We had a free night voucher which was processed and confirmed at check in. When we went down to ask about the pool, and they caught us and said the voucher wasn’t going through and they’d need to put a hold for the full amount. I said OK and I called the 800 number on the voucher (why didn’t they call their own corporate number for the customer?). The corporate had to call back to this Best Western and then magically the voucher number worked. The woman at the corporate Best Western Reward line was calm, professional, and resolved the issue. She said they typed it in wrong.

The room was average style BW style room. It had a large open bottom floor with microwave/mini fridge and sink. There was an upstairs which had the king bed and a 2nd bathroom. The heater upstairs did not work.

So, we originally went down to ask about the pool which closed in 30 min. OK no problem we’ll use the hot tub real quick. The girl was extremely confusing first she said the pool is full, then said I can look at it, then said if I want to use it but there’s a bunch of kids in there. I just said OK never mind and went back to my room.

We went back down in about an hour to get coffee. We poured coffee and I tried to open where the milk/creamer was, but it was locked. I guess we were loud, and a woman came over (manager?) and kind of glared at us from the side. She finally said, “Are you finding everything okay?” I said yes just getting coffee and she replied, “Oh it seems like your wife is mad.” Okay that’s extremely rude but I diffuse her situation and reply with generic “Yeah I thought I could use the milk in the fridge for coffee, but it was locked.” She goes into a side room and gives me a full 12oz bottle of milk and says, “is this enough?”. I just needed 2 or 3 of those tiny creamer containers. We realize she is hiding behind the corner, so we are quiet and finish quickly. We felt like little kids that found some cookies but are being scolded by an adult. Very odd and...

The hotel itself was just fine, but I am writing a two star review because I was horrified by the amount of people in the place not wearing masks. When we arrived, it was clear to see that there were "Masks Required" signs all over the place. However, in the evening, there were people all over the lobby not wearing masks. In fact, I saw the lady at the front desk taking her mask down to talk to people. This was the case again in the morning. These people were not eating or drinking, and didn't even have their mask anywhere in sight. I felt like I was attending the next super spreader event.

When I originally asked about the pool policy, they said they had 30 min slots available at first come first serve. Then when we asked if we could use the hot tub, they showed us in and there was already a group of four in the small, indoor hot tub. Without masks on. They did not ask them to leave, like expected. I asked her about the policy and she claimed that people don't have to wear masks in hot tubs. She had a real attitude about it. I got in but ended up leaving after a few minutes because I got the heeby jeebies. I think it's BS and unsafe.

After all this it made me wonder how well sanitized the hotel was. Was I even safe inside my room? If they ca't even ask people to wear masks, how can one expect that they will be diligent in other areas? Best Western has lost my trust.

It's a shame that they would rather cater to the whim of their careless guests rather than cater to the safety of ALL guests. I was really disappointed in the staff and their lack of care on this subject.

We are still in a pandemic. Admittedly, staying at a hotel was not the best choice to begin with, and staying at this hotel was...

This is the last time I stay at this hotel because the noise was so disruptive to getting sleep. Our upstairs neighbor was having a party, and I had to call the front desk at 1am. They quieted them, but they still were stomping around and in and out of the slamming door until 2:30am. They did the same the following night, and we got very little sleep.

The sound deadening here leaves way too much to be desired, especially when you're trying to get up early to go skiing. Even if we didn't have noisy upstairs neighbors, the hallway doors all slam super loudly unless the guests guide them closed. I'm also a pilot, and I noticed a few crew members checking in here from nearby KEGE, and I wouldn't be super happy if work put me up here.

When I brought this up at checkout, they were apologetic I was told I'd be offered a discount off my bill, which I was appreciative of since that might have saved the experience for me. Then I received a phone call later from the manager stating that I couldn't be given a discount because I had already booked a discounted rate, and that I'd be offered an upgrade next time. So, because I already got a deal (because I'm a "valued" BW Rewards member), I can't be given any sort of compensation because of a terrible experience? Frankly, what good is an upgrade if there won't be a next time?

Edited to add: I was just contacted by management who apologized for the experience and adjusted my room rate for the stay. The staff here were very nice, so at least that is going for it, and I'm grateful. I'm leaving the review up just so people can adjust their expectations accordingly for booking here. Maybe staying on the upper floor would help, but you'll still deal with...