Nicky's Resort — Hotel in Estes Park

I am giving a poor review based on how poorly the manager handled a situation.

I will also state I am not a person that tries to get free stuff by complaining, nor am I someone that enjoys writing bad reviews for small businesses. When talking to the manager I was pretty reasonable until she started telling me what I did wrong.

Without going into full detail.

My wife and I had an unruly couple above us arguing and slamming doors all night. Called the desk and there was a message that said "go to the lobby(outside)and there is an emergency number". I didn't want put my close on, I didn't want to run into this party that may be outside and be obvious I was the one calling in a complaint, I also didn't want to be part of the altercation. So I called the cops on them...... twice. Barely got any sleep. Reported it to the manager and she pretty much said refunding us isn't valid because we didn't leave the hotel at 3am to "find another hotel". She said if I left the hotel to either find another hotel or drive home (its 3am, my wife and I had a few drinks, its February and freezing,) If we did one of those two things then it would be another conversation. According to the manager "Nikole" (the manager) I didn't do enough. Even after I stated I didn't think going outside at 3am was the best idea esp after I already called the police on them.

My main point is the management didn't want to accept any accountability (not having the emergency # on the away message). All of this seemed to go in one ear and out the other with the manager. After all this she continued to tell me she is trying to help me but kept giving me reasons why she wont. One thing she said to me is "even if I give you a refund, it sounds like you wont stay here again anyways so I cant give it to you" . I'm not even mad about not getting a refund, I'm more angry at her giving me reasons on why she wont and her lack of accountability and professionalism. She offered me a "discount" if I decided to stay there again. So great, you are helping me spend more $$ there.

I don't understand, because if she would have refunded me, or even if she didn't and at least accepted some accountability instead of putting the blame on the customer I may have stayed there again. She was willing to sacrifice not having a customer stay there again and have them post a negative review and that customer telling people they know not to stay there over $80.

I also work in Management and have customers and pride myself on treating my customers with respect. Even if things that don't go right aren't 100% my fault, if an expectation isn't met then I make sure I do whatever it takes to retain them as customers, and I NEVER tell them they where wrong because they didn't do what I expected them to do in a STRESSFUL AND UNIQUE situation that she wasn't a part of. I told her this and she said "You run your business your way, and I run my business my way" - 0 EMPATHY from Nikole.

Luckily there are plenty of other options in town.

Also the walls are thin..You will hear everything everyone is doing all around you.

Update: It looks like they replied to this review and they still don't get it.....If they had their # on the away message then I would have been able to get ahold of them and the managers expectations are skewed and she doesnt seem to be capable of putting herself in the customers shoes. .It is the managers attitude and ignorance toward how to do the right thing in these types of situations that had lead to this...

We had numerous issues with Nickys lodge from the moment we checked in. My family and I booked 5 rooms for our annual Thanksgiving getaway. When my cousins checked into his "suite" we found out, it was given away to some else. They tried fixing the problem by squeezing 2 cots in a 2 person room for 5 people. My other family members room was not what he had reserved and paid for. When he talked to the staff about the room they could have cared less, they told him to leave if he wasn't happy. He decided to just leave it as we were all together and didn't want to worry about relocating. Later that night my family got together in one of our rooms for our Thanksgiving dinner and as we were eating a staff member just opened the door to tell us we were over capacity and to leave. This led to a bad conversation with the so called manager and cops needing to be called for mediation. At this point it was after 10pm so we all agreed to just let it go for the evening and go back to our rooms and call it a night. Our plan was to wake up and check out and find some where else for the weekend. As we were all getting tucked into bed, we got a call from my nephew that there was ticks (later to find out they were bed bugs) in the bed that his small children were about to sleep in. He then called the after hour number and whoever he spoke with threatened us and told us to leave the property, minutes later police were back again (2nd time) and said the owner would like us to leave the property and that we would not be getting a refund. Cops themselves were so shocked over the whole ordeal they arranged for 5 rooms for my myself and my family for the evening. I was then forced to pack up my small children in the cold and relocated them at 11:30 pm. From check-in with the wrong rooms, staff entering the rooms without knocking, BED BUGS and the not so friendly staff we will NEVER return to this place again!! Worst experience EVER!!...

Booked through Priceline, and was not informed the motel was a self check in process. Upon arrival to the motel, we looked everywhere for what room I thought I had from the email (but it was not accurate). A worker found us wandering and actually assisted us stating that third party companies are supposed to send an attachment with check in details however to this day, I didn’t get an attachment anywhere. She started that sometimes it goes to spam, but I checked and I didn’t have anything.

However she told us that this happens so often that she now lives on the property to assist guests. In the past photos where the lobby was no longer exists as that is where she is now living as the full time on property manager. She even gave us recommendations for dinner and we took them and loved it.

To get into your room you have a four digit code instead of hotel keys.

She helped us to our room, which had a sliding door opening up the view, and the front door was right up to the back of our car making loading and unloading so incredibly simple. Inside, it was definitely a motel but with a rustic cabin vibe. It did have an old musty smell but the room and bathroom was clean. There are multiple QR codes to connect to their free onsite WiFi, motel information and dining information.

We stayed in room 208 with two queen beds. One bed was hard and squeaky, and the other was too soft like there was a topper on it.

The AC worked but the temperature needed to be turned down low for it to blow cold air.

The grounds are beautiful and having many activities. There’s a shed of games and equipment, a pool that’s fenced, a nice river view and seating, fire pit (even though there’s a fire ban), and BBQs available to use.

For check out they wanted you to strip the beds and bring out the trash, and text a number that you’ve officially left and checked out.

Would stay again though. Perfect location to Rocky Mountain...