River Stone Resorts and Bear Paw Suites — Hotel in Estes Park

My wife and I have been to Estes Park many times throughout our marriage and we’re very excited to return once again for our 27th anniversary. We love the mountains, the town of Estes Park, and Fall River is always a serene backdrop with the sound of the water flowing downstream over the rocks.||This was our first stay at this specific property and it was based on several things including the photos of how close the Fall River is to the door of the condos, the vicinity to town, and the positive reviews. It was a little pricey, but since it had so many positives, and it was our 27th anniversary, we decided to spend a little extra.||Check-in was fine, we met the nice couple who manage the daily operations and live on property. We were told building D, that each building was a letter with the first one being A, and handed two sets of keys. We pulled to our building and used the sidewalk between C and D to get to the water side, where the entrance is located and noted multiple entrances - my wife pointed out the key ring had D2 on it, so we went to the middle door.||We did as we always do when we arrive somewhere, walk through and check it out with eagerness and excitement, anticipating the fun we will have during our stay. As we go a few steps in we both noticed a strange odor that we did not recognize other than it did not smell good. We finished walking through and everything looked fine. We decided to open the bedroom window on the parking side of the building and keep the front door on the River side propped open to air the condo out while we got our bags. We were not happy about the smell, but we were still happy to be on a trip together away from work and the stresses of home - ready to relax and celebrate being together.||We got the bags inside and my wife pulled one of the dining chairs out to set down our snack bag, when she noticed cracker or chip crumbs on the chair. She pulled the adjacent chair out instead and it had a crumb on it as well. (See pics) At this point we decided to call the office since there had been a smell and there were crumbs on two of the chairs. Our comments were met with replies that included what is the smell, that’s strange, crumbs-what kind of crumbs, and I’m sorry the girls usually do such a good job. We ended the conversation with just wanting them to know.||We were here to have fun, so we set out to town, which was in the middle of massive construction on the main street where the shops are located. We went to dinner and returned later in the evening.||As we were preparing the bed, my wife lifted up one of the big decorative pillows to remove it and found approximately seven small white flecks of something and a long white hair on the turned down edge of the brown comforter (see pic). Finding a single hair would probably not been that big of a deal, but at this point there had been the smell, the crumbs, and now these white flecks and a hair. I called the office and the manager and a member of her staff brought new bedding. Multiple times she reiterated how their girls always do a good job and they always get compliments about cleanliness. She claimed the large white fleck on the bed was a leaf but stated none of the staff that cleans has white hair. She then sprayed the chairs where the crumbs were and cleaned that as well. The next morning though I found the crumbs all under the table (see photo). I guess she just wiped them off the chair onto the floor. Before the manager left the condo I said I did not feel we should have to pay the full amount given the issues. She stated she had come straight away and changed the bedding. I reminded her of the smell and crumbs and that the bedding should have been clean before we arrived and now we were discussing it in the middle of the night as she stood in the room after changing it. She said the property owned would be here the next day and she would discuss it with him. I thanked her.||While I was in the bathroom getting ready for bed, I noticed a hair pin on the floor behind the door (see pic), so it’s safe to say the bathroom wasn’t swept either.||The next day we went to town to walk through all of the fun shops. The construction detour to drive back from the area where Donut Haus and that stuff is at is pretty bad. Anyway…||We got back to the resort and I went to the office to see what the owner thought about our room situation. He was actually in the office, so I introduced myself and asked if he was aware of the issues we had in our room? He said if I was asking if he knew I wanted a discount because there were crumbs on a chair the answer was yes. He also said his girls always do a great job cleaning and when they don’t he writes them up. And that the white hair was really strange because none of his girls have hair that color.||I was taken aback at the lack of customer service empathy in his tone and expression. I reiterated the smell, airing the room out, the white flecks on the comforter under the pillow - at this point he interrupted me and said that was a leaf. I said what!? He said the white thing was a leaf because they brought it to the office. (Remember to look at the pic of the white flecks and hair.) I got upset at this point and expressed it - I work hard for my money, it is an important anniversary, we drove 10 hours, the room was not clean, people had to come to my room in the middle of the night, and I did not think it was fair to pay full price at this point. I also said it didn’t matter to me if the rooms were clean every other time because this was the one time that mattered to me and the room was not clean.||He asked what I wanted and I said just some sort of discount to show a demonstration on your part that you care things didn’t go the way they should. Then he said he would have to contact the condo owners. So now the property caretakers had told me they couldn’t do anything and they would talk to the property manager/management company and I had to seek him out. Now he was telling me he needed to contact the condo owners. The next morning at check out he verified my contact information because he said again he was going to contact the condo owners - not sure what happened to him doing that the day prior, but based on the lack of service etiquette, lack of empathy discussing the situation, lack of follow-up while I was on property and available, I’m not expecting any follow-up once I get back home. ||The Fall River didn’t disappoint and the seating they have and patios for the Bear Paw condos make for a nice and peaceful space to hang out. There is traffic noise since the river is between the condo and road, but it’s still nice. The fall leaves were still on some of the trees so that was cool and with the issues we still had a good time. Estes gets 4 stars (construction brought it down a little), Fall River gets 4 (it’s better in the spring when the snow is melting and it’s rushing), the outside area at the condo gets 4 (road noise), the overall room/furniture/pillows/etc is a 3 (needs some updating), cleanliness 1, attitude and lack of empathy -3.||About a month after our visit, we received a gift certificate for $100 off our next stay. Pretty sure we’ll stay...

I'm here now for my birthday (new years eve ) we paid for 2 days and I don't even want to stay the 2nd day. Can't use the jacuzzi tub and it's literally the only reason we rented a room. This is supposed to be the most romantic day of the year and our water will not get hot it's not even luke warm. I would've preferred my bathtub at home it gets hotter The room is freezing and fire place bairly lets hot air out and can't get into the tub to warm up ! we had to boil water on the stove 10 pots of water and it's still not warm. there is a sign that says if you run out of hot water to wait a full 10 mins to run it again , the problem with that is it only fills the tub up 5 inches and u wait 10 mins and its cold again so there is literally no way to use the jacuzzi tub , we complained and told them the room is freezing the the tub is useless. they offfed for us to leave and get reimbursed for the day ! absolutely ridiculous that i paid for 2 days and now we have no where else to go on the busiest day of the year and my birthday everything is booked. i shouldn't of paid for 1 day let alone 2 days to have a miserable time. Will never stay here again , completely ridiculous paying these prices and can't even use the tub. will leave bad reviews based on this experience that i wish i could forget ! thanks for my husband for trying so hard , no extra blankets anywhere either ! we stayed at timber and i've stayed at bear paw. bear...

$190 a night isn't something we can afford often, but we saved up for my birthday, got to stay in Bear Paw 6 and it was amazing. Hopefully we'll be able to return on my boyfriend's birthday. We drove up from Fort Collins and it was the best stay-cation! The rooms have EVERYTHING you need. Completely FULL kitchen...even a BBQ on your little private patio area. We baked my birthday cake and cooked breakfast...all we brought is the food. The Jacuzzi tub in the room is addictive. There's even a full sized washer and dryer.

My complaints are the TVs both in the living room and bedroom are TINY...like laptop monitor size. Also no USB or HDMI hookups on the TVs so we couldn't use our FireStick.

Then when we were checking in and out the lady at the front was not the most welcoming by any means. And, though we are in the midst of COVID, she was not wearing a mask...yet she asked is to step outside in heavy wind on Jan 24th (so quite chilly...) because another couple was still checking in. Then proceeded to sniffle and wipe her nose on her sleeve and giggle and say it's allergies...there's nothing to worry about. That interaction kinda threw me off lol. Then we were like 8 mins late checking out and again not the nicest.

But overall an amazing, private, relaxing, happy time. We will return someday...Hopefully warmer weather so we can check out the river right behind the back patio! (You can even fish if you...