Grand Summit Hotel — Hotel in Four Corners States

My family and I stayed here on Saturday night. To say we were disappointed is an understatement. We showed up to the front desk to check-in, disheveled and frazzled carrying all our bags and two young children (11 mo. old, and a 4 yr old). We asked the lady checking us in if there was a room upgrade available (we were willing to pay the difference). If available, we wanted a suite or room that had two rooms instead of one room with two queen beds. That way we could put our baby down to sleep in one room and the rest of us could sleep in the other room and possibly hang out while our baby slept. Her initial reaction was that of complete apathy. She clearly had no desire or intention of making any accommodations or trying to make us happy. So she then fetched her manager (I'm guessing--his name is Scott). He reaction was even worse. When we requested a room upgrade and told him we'd be happy to pay the difference he looked at us like we were asking for his right arm. Everyone could clearly tell that we were exhausted and frazzled trying to manage our two kids with all of our bags while requesting a room upgrade (one woman waiting behind us in line even said "I've been there before"). Everyone except for the hotel employees apparently. He first asked condescendingly, "You guys booked this room right?" Clearly we're idiots for booking this room and realizing we needed an upgrade while checking in. After looking at the computer for about 3 seconds he said "If you want a room upgrade you will have to book it through Southwest (since that is where we booked our original room). The only way you can upgrade your room is to call Southwest and do it with them." So two capable employees looking at the rooms available on the computer cannot simply see what vacancies there are and throw us a bone? We told him we'd pay for the upgrade so it made zero sense that he was so unwilling to help us and told us our only option was to call Southwest. With a crying baby and a rambunctious 4 year old and people waiting behind us we said forget it, we'll just take what we have. We weren't about to try and get on the phone with Southwest for 20 minutes while our two children made chaos in the lobby. Even if that was the case that we HAD to book through southwest, which I don't believe for a second, they could have at least had an iota of empathy or pretended to care about making accommodations. But instead, we received a condescending tone and complete apathy. So because he was so unwilling to help us out, we had to pack up and leave our hotel room in the middle of the night because our baby won't sleep in a pack in play if she sees us in the room with her. I will NEVER stay at this...

I was sure hoping our second experience at the Grand Summit was like our first but sadly it was not even close. We stayed at the Grand Summit In very early November so the peak season was not in and the hotel was not full, as confirmed by the front desk associate. I was greeted by the front desk associate with a “happy anniversary” and I really appreciated it since we were celebrating our 25th wedding anniversary so ya, it was a big deal to us and we were really looking forward to a fantastic stay. I was looking forward to a great hotel room with a Mountain View (remember the House was not full) but again, I was sadly disappointed as we were stuck in probably the worst room in the House, a first floor room with a beautiful view of the driveway. Imagine how fun it was to be in your room and have everyone on the outside able to watch your every move...not fun, so we closed the blinds and watched the room get really dark. We also noticed a few things wrong with the room, missing light bulb in the bed room, burned out light bulb in the bathroom and a broken piece of plastic on the inside door lock so I alerted a housekeeper and she said she would alert maintenance and fix the problem but that never happened. The fire place also didn’t work and an access door in the bathroom ceiling (provided access for maintenance to the bathroom drains on the second floor) kept falling open. We did however like the awesome shower in the bathroom; it had a bench to sit on, two shower heads and a nice sliding glass door. The inside of the shower was big enough for two to shower at the same time but again, this was a disappointment too. Looks again are very deceiving. The shower heads, interestingly enough, could not be adjusted very much so they both sprayed in the middle of the shower so a large shower became really small because you both had to stand in the middle of the shower. And to make matters worse, the angle of the shower sprayed water out of the shower door and totally soaked the floor. That’s ok though, we had towels. No wait a minute, no we didn’t. We only had two bath towels for the both of us and no extras. Again, big time fail! However the one thing that made me mad was the hair we found in the shower which we noticed as we were showering. It made me wonder if the shower was cleaned from the prior guests?? GROSS! As I checked out, I mentioned the problems to the front desk clerk in addition to the hair in the shower and all she said was “I’m sorry, I hope you give us another chance.” We’ll lets see, I spent $200.00 for the room and all we got was a “sucks for you reply.” Pretty sure we...

We stayed at the hotel for nearly a week. We had a standard room on the second floor. When we checked in we had picked up some fresh food from Whole Foods and were excited to put it in the mini fridge in the room - when we entered we couldn’t find the fridge. So I called the front desk and they told us they were all out of fridges. The front desk said they would get back to us about a fridge when it became available and never heard back so our food went bad.

Next we noticed at night is gets extremely dry so they were so kind as to include a humidifier in the room - that was great but after an hour or two we figured out it was broken!

It was clear the employees are not that happy here, when you pass the cleaning crews or staff in the hallways they don’t ever say hello or even smile at anyone. Also no one has cash on hand so be prepared to have cash to tip.

Food options in the hotel were quite poor. Every restaurant requires advanced booking so many times we had to drive 15-20 minutes into town to restaurants as the canyon village only has 2-3 restaurants and they are continually booked.

One evening we decided it would be nice after skiing to go to the jacuzzi & heated pool. It was around 7:30 and the pool area was filthy. There must have been a good 20-30 towels left out on the pool deck and near the spa. There was a floating water bottle in the spa. We did not stay very long and did not return for the rest of the trip.

Rooms - the standard rooms are tiny, also you can hear the neighbors like they are in the room with you. We had an adjoining door and we could clearly see into the neighbors room - who ever built this place did not insulate the doors or walls in between rooms - you can hear everything. The TV’s are nice and new, beds were comfortable.

The one advantage this hotel has is location (ski in / out) but honestly this has a large motel vibe with lackluster food and service. Not a good value in my humble opinion. We were traveling with another family and they said...