The Estes Park Resort — Hotel in Four Corners States

I will say the view was incredible! Your resort has one of the best views in town and the patios were nice and large to hang out on. Also your beds were one of the better hotel beds I have slept on and the pillows were great. On the other hand we had these issues...

Reservation: It started out that our reservation wasn't found when my husband called in a week ahead of time to have a special delivery to our room so he had to ruin the surprise and tell me there was no reservation even though I had paid for first night already. I am curious if this is a glitch in your system or an Expedia issue as it is stressful when you think you have plans and don't and was frustrating for my husband who wanted to create a surprise and had to ruin it.

Key cards: After a 3 hour hike we came back to room, and our cards didn't work, either of them. we didn't have near phones or anything so weird that both didn't work. I went down to front desk and no one was there. I asked housekeeping for someone and she said sorry - as if she didn't understand English and couldn't help. I waited and someone came but I must say the customer service and friendliness is not there. We did see one other housekeeper who didn't offer to help when noticing us trying to get in room, and reeked like smoke.

Room Cleaning service: I am not sure what your schedule is normally like but it seemed very strange that we didn't get service until 4pm. And even then, I have photos attached of how our room looked. The beds were half made, I actually forgot I had a tissue with me and pulled my half made bed over and my tissue was laying right there in the middle of bed. My sisters bed was turned down but very sloppy. Our towels and robe were on chair still ( not a huge deal and maybe they don't clean that up but assumed that would be folded or hung after service as most resorts do). Our used coffee mugs were still on counter,, no replacements and no water put back in our fridge. I called the front desk and she brought some up to us ,but they were also dirty ( photo attached of our "new clean mug" with something crusty and gross in it. So we opted not to have coffee the second day.

The shower: the shower handle would not budge but maybe an 1/8th of an inch when trying to adjust water.... it would be super hot most times and one time really cold and wouldn't adjust. the hot was so hot you can barely stand in it, we would jump in rinse, step over, wash, jump in quickly to wash soap off and hop out as fast as possible. Showers are so important in a hotel room as if you are a parent or caregiver you would know that is the only "you" time and even then have little ones yelling for you, knocking on the door, or trying to jump in with you. It is something I really love when away to take a Nice long shower and to have to take a 1 minute burning shower is frustrating.

hot tub: the hot tub there although thankful you even have one, is somewhat small - we came back a new time due to when a family of 4 is already in there , there isn't room for anyone else, for such a large resort it is quite small. the temperature although hot, is more of bath hot and not hot tub hot , and the jets are the weakest jets I have ever been in.

All in all, I would give your resort a 2 out of 5. I was very disappointed that for almost $300 a night our service and amenities did not hold up to your marketing . I would appreciate a message back so I know that someone reviewed my...

I am writing this review from my bed in this hotel at 1:30 in the morning—my third night of largely sleepless tossing and turning. I figured, “Hey, why not use the time productively and get the attention of hotel ownership and management?” I am going to ignore the fact that the WiFi is so slow that I’ve had to use my phone as my access point throughout my stay. (Complaining got me nowhere.) I want to vent about one issue: the bedding. I want to speak directly to the people considering this hotel who care about the bed and bedding in their rooms, those planning on sleeping. (If you don’t, move on—nothing to see here.) ||The first thing I noted when I entered the room was that my Queen-sized bed had a two-foot-wide faux fur strip on top of the duvet cover near the foot of the bed. Is that supposed to convey luxury or something? It usually winds up on the floor and I’m sure that housekeeping isn’t cleaning them between guests—and how would they be cleaned anyway? I would love to know what hotel management thinks the messaging/purpose of these faux pelts might be other than collecting germs. I shoved that in a closet.||But the real problem is the bedding: the duvet and pillows. For those of you unfamiliar with the term “duvet,”it’s a type of cover you sleep under. It is supposed to be a light, insulating bed cover which is used instead of a heavy blanket, and it is contained inside a washable cover. The operative word here is “light.” I would estimate that the duvet on my bed weighed around 35 pounds. Did you ever kick the covers off on a warm night? Well, you won’t kick these. It would take an NFL punter to do it. If you’re used to normal covers that you can turn under, as from your back to your side or vice-versa, forget about it. You’ll fight to move under this hotel’s version of a duvet; you’ll be pressed into the mattress. I know that some people who suffer from anxiety prefer the security of a weighted blanket. If that’s you, then good news(!): if you choose this hotel you won’t have to bring your own! ||That brings me to the pillows. I’m particular about pillows: I think they should offer some support for my head and neck—I’m crazy that way. I’ve stayed in many, many—way too many—hotels in my life. I’d have to say the pillows in this hotel were as cheap and formless as any that I can recall. They are just some stuffing in a bag—nothing you would ever use in your home. I should have taken the hint when I saw four pillows on my Queen-sized bed. What that supposed to convey luxury like the faux fur pelt on top of the duvet? Not when the pillows cost about two bucks each. I asked for a foam pillow and the manager said that he had a tempurpedic pillow but couldn’t lend it to me. (He actually said that.) ||It’s now 2:15 in the morning and my plan is to watch YouTube videos until I pass out with the duvet on the floor and my four pillows scattered about. Of course, I won’t be coming back. Here’s a piece of advice from a veteran: when possible, choose a hotel from a chain of at least medium quality because they have bedding standards that franchisees have to meet. It’s not a guarantee but you’ll improve your odds of a decent...

Issues with Room Made Much Worse by Terrible Customer Service

Short Version: After spending thousands of dollars and traveling 2,000 miles, we were disappointed to find that the room we received was different than the one advertised on the site (see the photos comparing the views on the website with the ones in our room, which were blocked by bushes). This was frustrating, but the major issue is that when I brought this to the attention of the front desk (young lady, short, dark hair, working the morning of June 2), I was met with the rudest customer service I have ever received at a hotel.

Full version: We booked the “Jacuzzi Suite”, primarily because the photos on the website showed, in the hotel’s words, “unparalleled views of the Rocky Mountains and Lake Estes” (see the first attached photo, which is taken from the hotel website). When we arrived, we were disappointed to find that a) we were on the ground floor (the room was not labeled “Ground Floor” on the website, as the others were), and b) much of our view was blocked by columns and bushes (see second and third attached photos for comparison). I asked the lady at the front desk if we could switch rooms. She said that she wasn’t sure if there was availability, but she assured me that she would check and call me. I never received a call. After several days, I visited the front desk to explain that, while it was probably unintentional on their part, we couldn’t help but feel like we hadn’t gotten the room that was advertised. The lady at the front desk (young, short, dark hair, working the morning of June 2) gave me the worst customer service I have ever received at a hotel. Her tone was impatient, accusatory, and patronizing. She began by explaining to me that the room was one of her favorites in the hotel, implying that the issue was mine. When I pressed, she pointed out that the fine print on the room noted that it could be on the 1st or 3rd floor (she was correct here), but when I asked why the room wasn’t labeled “ground floor” like the others, she did not have an answer. I also showed her the photos of the bushes blocking our views and compared them with the views shown in the listing. She snarkily (and bizarrely) replied, “well, nature (referring to the bushes, which were blocking our view of the Rockies) is beautiful”, again implying that the issue was mine (for not appreciating the aesthetics of the bushes that were in the way?). It was as bizarre as it was frustrating. I tried to explain that this was a fairly rude and patronizing explanation to give, but it was no use. In the end, my goal wasn’t to get into any sort of argument or leave a bad review. Simply put, after spending thousands of dollars and traveling 2,000 miles, it’s frustrating to feel like you’re a victim of a bait-and-switch. Honestly, if the hotel had just owned the issue and apologized, then I would have been annoyed but made peace with it. What ruined the experience was the miserable attitude of the lady working...