Hotel Ouray — Hotel in Four Corners States

Make sure you check this hotel's ridiculously stringent cancellation policy before you book your room.

I booked a room through their website at 5:20 pm on February 8th, 2023, with plans of arriving a few hours later, at 9 pm. Katie, the manager, called 5 minutes after making the reservation to inform me that she was leaving for the night and would be emailing me their late check-in procedure. About an hour later, at 6:35 pm, I called and emailed Katie to inform her we could not make it, due to car troubles. Throughout the course of the following week, I emailed twice and called four times; once getting ahold of the receptionist who promised a call back from Katie the following day (never happened) and the last of which I was finally able to talk with Katie.

I explained the situation and she informed me that a reservation cannot be canceled within 7 days of the check-in date and because of this there was nothing she would do. I mentioned that I made the reservation just before she left for the day, so she couldn't have sold the room anyway (though I don't expect them to be at capacity on a Wednesday in early February), and I would have appreciated at least some communication in the last week. She cut me off without listening to reason, made no attempt to figure out another solution, and we ended the call with a very sour taste in my mouth.

It's unfortunate that Hotel Ouray is more worried about making money off these types of situations rather than working with their customers and building a good reputation for customer service. I have worked in the service industry for many years and understand that dealing with the public can be stressful but, when I have a customer come to me with an issue and is cordial, I will always try to find a comfortable compromise.

This hotel has no regard or sympathy for extenuating circumstances and should be avoided at all costs. Give your business instead to an accommodating hotel that understands logic, appreciates its patrons, and values potential...

Staying here was simply a tremendous experience! This is a wonderfully peaceful and family-operated hotel which is centrally located, quiet, and clean as a whistle. Just off of Main street on 6th avenue, it is hard to miss. Antique and handmade hardwood furniture decorate this authentic and lovely 1893 hotel. Beautiful pine trees just outside of my open window created a perfect alpine setting. With no traffic noise, this is just a perfect little town nestled in the beautiful Uncompahgre national forest. Part of this family business which add immense charm are the little details which make the hotel feel so very solid... Every room is freshly painted, every door closes and locks as intended, the transoms actually function with their original hardware in place, etc. The fact is, a skilled carpenter has taken the time needed to address all of these details. This fine old building has been very well cared for and it shows! It is pure delight to stay here. I could go on and on... In fact, I did :-) : I stopped here for one night, and ended up staying three nights because my room and stay was just so enjoyable! This hotel is immaculate, and the town is idyllic... With several great restaurants and shops, and an atmosphere without the more touristy aspects and prices of some of the well-known towns in the area, Ouray provides a very nice mix of local residents and visitors. In short, it is a very real and historic hotel and town. It is a short walk to the hot springs, and to almost everything else in the town. My car didn't move once during my relaxing three night/four day visit. The warm and talented staff at Hotel Ouray also individualizes their support to meet each guest's needs. The hotel is very safe and the guests are very considerate. There's also a lovely handmade gift shop at the back of the...

Before I even got to the hotel, there was problems. I received an email stating it was a contactless entry and the day of checkin I would receive a text message. By 2pm, I didnt receive text with directions on the checkin process. With cell phone service being spotty driving there, I was nervous about how I would get into the hotel. I tried calling, leaving 3 voicemails and sending an email with no reply for 3 hours. A Vanessa emailed me stating that I received the wrong email and that was for the sister property, Imogene Hotel but Vanessa said she was there till 7pm.

After arriving at the hotel, there was no one at the front desk. We waited around 15-20 minutes, in which we walked around, rang the bell and said hello a few times. Then we started to look up other options for hotels since this was such a horrible experience. Just then Vanessa walks in and looked startled to see people even though we told her we were coming in the email and voicemails with arrival times. She mentioned she sent us an email and said she must've sent the email late at night and thats why I recieved the wrong email. When I looked back the email was sent around 2pm so not "late at night". Instead of just apologizing for the mishap, she just came up with excuses.

Then the city was taking down trees the morning of our stay. Not the hotels fault by any means but the city started using a chainsaw at 6:30am right beside our window. The staff member in the morning was very sweet and extremely apologetic for the noise.

My view of this hotel was tainted by my experience with Vanessa. Other than thay, the rooms were nice, other staff were friendly...