The Lodge at Mountaineer Square — Hotel in Four Corners States

Immediately Introduced with the impression staff and management place little value on overall customer experience.

My family and I traveled from NC to Creasted Butte, CO by RV. We all were tired and ready for a relaxing hot bath/shower. I immediately went to the front desk at approximately 12 am. We had absolutely no expectation that the hotel would accomadate such an early check-in. Simply wanted them to know (as I explained to the front desk) we will be available when the room is ready. I was told the room was in process of being cleaned and would receive a call when ready. I said, "great! We have travelled a long way and everyone is very tired."

Hmmmm, sure wish they would call. After never hearing an update on the rooms status, i decided to check for myself at 1:45 Speaking with another staff member I learned they yet to even begin cleaning the room regardless of what the previous staff member stated. However, was told the room should be ready in an (1) hour. While the staff member explained and stated he would check with janitorial services, several other groups were in process of being checked-in immediately after walking in the front door.

Welp, guess what? Checked back in an hour and the room had yet to be cleaned. Myself and family (6 people total) decided to wait in the lobby. While setting there for more than 30 minutes we witnessed a half dozen people check-in and walk-off to their awaiting room's.

At 3:20 I checked again, "STILL NOT READY", I was told. "Can I please speak with a manager," I asked. The "manager" walked out and I explained we wasted almost our entire day waiting for a room we were told would be ready in an hour (@ 12pm). There was no apologies. In fact, she simply reiterated the same speech of the previous attendants. Plus, stated she had no control over those services. "The manager has no control over the operations of the facilities they are responsible for managing, what kinda of B.S. is that" I thought to myself. I just shook my head and walked away.

Finally at 3:45 we were able to check-in and walk to our $430/night room. We opened the door and was grossly hit in the nose cavities with the smell of spoiled shell fish. "DAMMIT MAN!" Well, too tired to complain. I threw in the towel.

The above said, hotel staff was great with the regurgitation of the constructed welcome speech. Empty. Room was nice (other than the stink)!

Note* Myself and two others are silent partners of three resorts in Miami and Myrtle Beach, NC. The experience was an affirmation to me of the importance of high quality customer service in the hospitality industry. I immediately called my partners to insure policies and training in our resorts do not compliment such dismissive behaviour by our team. Too many smart buyers today. Talk is cheap. Service...

The good: there is a nice coffee shop on site, and a so/so restaurant with live music. ||The bad: Front desk is only staffed from 8 AM to 7 PM. Neighboring hotel takes care of issues after that time, but good luck with getting service. I tried calling another guest room. It was nearly impossible. It required security person and a maintenance person to literally connect a phone to that room. Keep in mind I wasn’t asking for the room number just to connect me on the house phone. If you check out before the desk opens, good luck getting a receipt emailed. It required multiple attempts. Then they put on a contribution to something called “National Forest fund”. What is that? Is it even a real charity? You have to ask to have it removed, which of course makes you feel like a cheapskate but honestly, it seems like a scam. Perhaps they could ask before doing that and maybe even tell you something about what this charity provides ||Housekeeping must be requested, (not unusual) but they don’t tell you when you check in. You just have to know. Once you do request housekeeping you must make a special request to actually have your bed made. However that costs extra. Have you ever heard of a hotel charging to make your bed? When I did finally receive housekeeping, they picked up one of my towels, but not the other. They left replacement towels in a garbage bag full of towels. They were clean but that kind of presentation is kind of odd. Made it seem like the staff is incredibly inexperienced and not supervised. I mentioned this at the Front Desk. So the next day they provided me with yet another garbage bag full of towels. So now I had 2 garbage bags full of towels. Of course there’s no room service or any other type of service. There is an iHome clock/charger on which you can charge your iPhone if you have one from 2014 or earlier. I mean seriously, you’d think a hotel owned by Vail Resorts could afford to replace these antiques with some $20 USB hubs somewhere near the bed. The rooms themselves, while clean look like they were last renovated about 25 years ago. They are...

This was definitely a lovely resort, but with a few hiccups. When we first arrived, the girl at the front desk was very friendly and welcoming, but was unsure of how to answer a few of our questions because she said she didn't usually work there. She checked our skis for us, but we found out the next day that usually the hotel does not do that, and when we went to retrieve them, we saw they were just sitting in an open room that anyone had access to. We weren't thrilled about that. On to our room - we requested a slopeside facing room, which we did not get, and that's okay. I understand they can't always accommodate those requests. But the hotel was deserted and I did find it a little hard to believe all of those rooms were taken/also requested the view. When we got to our room, they had given us a complimentary bottle of wine for our anniversary, which was really lovely! ...Except they didn't give us a wine opener to open it with! Seemed like an odd oversight. The wifi was very difficult to log onto as well, and there was a massive red stain on the carpet of our room, which was off-putting for such a nice place. However, the room was large, nice, and otherwise clean, and it was a very nice hotel and stay overall. The beds are super comfortable and the hot tub view is great. The short walk to the slopes is...