Keystone Lodge and Spa — Hotel in Four Corners States

I had a recent unfortunate experience at the Keystone Lodge while attending a conference. I received the below response from the General Manager of the lodge that was not only dismissive but condescending. This manager failed to provide a constructive response, meaning one which would indicate he actually cared about his patron’s experience.

Most concerning is that for a place of lodging it is not unreasonable for a guest to expect a peaceful night of sleep. A $40 comp for one night of resort fees does not make up for two restless nights and two stressful days of not being able to accomplish my work due to lack of Wi-Fi while also listening to the relentless mechanical system noise.

In addition to this, the general manager doubled down on the robust Wi-Fi system which was in and out for the duration of my stay. I carry two cellular devices, on different networks, neither of which would receive an incoming call while I was in the room on the Wi-Fi system. To make a call I had to walk out to the balcony and turn off the Wi-Fi. A lack of cellular service was/is not the issue.

As a resident of Colorado I have patroned many mountain towns some with more and some with less accommodations. None of which, have resulted in sleepless nights and being insulted. The lodge should reconsider hosting an event such as the annual AIA conference if it is going to insult attendees and dismiss their experience. I frequently travel, locally and abroad, and prefer to leave a positive note on my experiences, by no means are my expectations unreasonable for a lodging that is hosting a professional event.

I am truly saddened to spend my time writing this. However it is still my reasonable understanding that a hospitality industry business would care to do something about poor management and aging building systems (simple mechanical vibration isolator, fastener tightening may help). A business model that incorporates one of continuous improvement in the betterment of guest experience should be one to strive for.

Initial Review:

1. The mechanical systems are loud and kept me up all night both nights. When I asked the front desk to change my room it could not be accommodated and the young person working there was absolutely clueless about what I was talking about. I know I was not the only person at this conference who had this issue. Others were accommodated by switching out their rooms. I was basically comped one night of resort fees.

2. The facilities are dated. For the price/room paid for this conference it would have been better to stay up the road for cheaper.

3. The amount of fees/surcharges/taxes/etc line items on the billing statement is astounding.

4. The cheap hair dryer in the bathroom kept dying after one minute of use until it cooled down. Why. Why furnish your rooms with cheap appliances that dont work. It would have been better to buy some quality ones and have the guests call and borrow one for their stay than to furnish each room with garbage.

5. The wifi systems went down in the middle of the day when I had a deadline due. The phone reception was terrible in the building and I had to go outside on the patio to make/take calls.

Management Response:

Dustin Stokes, General Manager at Keystone Lodge and Spa, responded to this review Responded yesterday.

Thank you for taking the time to review your stay. I am glad to hear that the Front Office team was able to offer compensation for the issues encountered. We have extremely robust internet, I am sorry to hear that there was a brief outage at a critical time you needed it. Cell signal in the mountains can definitely be spotty. As the hotel is often full for conferences, it can make relocation of rooms tricky in the late hours after the majority of guests have arrived. I hope you have the opportunity to come and experience the resorts of the Rockies again in the future, maybe one that is in an is in an incorporated city may be able to offer more of what you may be looking for for your...

Definitively a few factors that contributed to this rating. The first part was the failure to provide customer service that was warranted when we made the recommendation. We were recently in town for the wonderful 9280 Pond Hockey event. The reservation was made with their reservation company close to 3 months ago. My family is a total of 4. When the reservation was made, we requested 2 queens and a pull out. When this was request was made, there was no mention or conversation that this accommodation could not be completed.

When I arrived to check in, I met with Susan Wazalinski. We went through the normal check in process and I provided her my ID and Credit card. As soon as she had my information, she informed me, that they would not be able to provide the accommodations that we requested with the pull out bed. She said that it was not her fault, and that the reservation company (that they have a contract with) should not have agreed to the accommodation. When I reviewed that this should have been made clear at the time of the reservation, let alone to not offer a concession was not proper customer service. She then offered a second room to help accommodate, that I would have to pay an additional $600 for 2 nights. I explained that I would like to speak with the manager, and she stated that she was the manager on duty and I would need to speak with Alyssa Platte (Front Office Manager) the following day.

At this point, I had 30 minutes to get my daughter ready for her game, and was not in the mood to argue let alone have a conversation with someone that refused to take responsibility to provide the accommodations that were warranted by the reservation company. From her vantage point-other than charging me an additional $600 on top of the $710 for a second room as opposed to providing the pull out that they agreed to at the time we made the reservation. At no point have I ever been contacted by Alysa Platte and at no time was a reasonable concession made nor a discount provided from their failure to provide a reasonable accommodation or the accommodation that they originally agreed to.

Part 2-minor in comparison to the first complaint--we sat for dinner at Bighorn Bistro. The Bolognese was cold and the past was not cooked through. To top it off, the dinner rolls provided were rock hard. Quite literally, could not pull apart the roll by hand. When we showed this to the waiter, he did nothing other than take the rolls away and never brought back fresh rolls.

Part 3-I agree that this was a very busy weekend given the Hockey Event. But with that, if they knew that it was a high peak time, steps should have been taken to make sure that the valet, restaurant, and front desk were fully staffed through the weekend. No accommodations would be given for a late check out other than to charge an additional $100 after 11:30, a full night if after 2:00pm. Given the volume of folks checking out, the Valet was extremely backed up (those guys were working their butts off), not enough carts to help get baggage to the valet area, extremely slow elevators since everyone was forced to check out at the same time, but no real choice other than to be checked out at 1130, or pay a ridiculous late check out fee.

Keystone Ski resort is excellent, as all are many of the ski resorts tied to Vail. But with that, the level of service, for an establishment tied to Vail was way overpriced given a product that was no better than a common Motel.

I frequent the ski areas almost every weekend, and will be back for the Pond Hockey event. Rest assured, we will not consider staying at Keystone Lodge and Spa and will never recommend to our friends. But, sadly, I...

I was treated as lower priority and made me feel as if I wasn't good enough for their hotel for them to treat me with care.

I booked my stay for the weekend of Feb. 10-11, when I arrived that night the room I had booked in the hotel was not available. It was no problem, and took about 20 minutes. After processing a new room they booked me in a condo down the street in an adjacent building. It was no big deal at first, but the room they gave me was incorrect and the keys would not work. I was not expecting this and did not dress properly to be standing outside in the cold for too long. After calling the front desk for help they said they aren't familiar with that building so it was a mistake and were sending someone to drive over and bring me keys. The person called me to ask where I was, I told them the building name and they drove to a different building in the wrong direciton. When they said the wrong building name I corrected them saying I was at a different building they sounded displeased as if I led them astray in the first place. I waited for about 30 minutes outside in the cold for the person dropping them off to arrive, barely roll down the window without saying anything hand me the keys and drive off. At this point I'm freezing cold hoping my third room works out, so I called the front desk to have them on the phone while I got into my room just in case. At this point it was late and I just wanted to be able to use the hot tub. I walked from the condo to the hotel in the cold and snow to get to the hot tub. I found out the the condo did not come with the amenities that the hotel came with when I got to the hot tub everyone had robes and pool towels which were only available in their rooms. My room did not come with that. At this point I was pretty disappointed in the amount of time and lack of care that went into my circumstances. I did not at all get what I paid for. And when it was all said and done I was charged $61 for resort room and amenity fees. Not happy with the way they treated me. I give them 2 stars because at the end of the day I did have a place to sleep and an area to...