Hotel Polaris — Hotel in Gleneagle

If I could rate ZERO stars I would. What a despicable establishment.

As a USAFA grad, this is an utter embarrassment to even be remotely affiliated with USAFA. WORST customer service I’ve ever had. We’ve been coming since this place opened in November.

I will chronicle my experiences:

15 November: Went to Aviator for a pregame drink before an Air Force basketball game. 2 cocktails and an appetizer took 1 hour 45 minutes to bring out and we were late to the game. At that time, Aviator opened at 5 and we were there the minute it opened.

Late November: tried Aviator again and ended up walking out because our food took over 75 minutes to be served. We felt neglected and unimportant to the wait staff because we had a child with us. There were more “managers” walking around with suits and earpieces than actual employees.

New Year’s Brunch: went to Pamela’s on NY Day. Took over an hour for the food to come out. When it did, I was served undercooked eggs, and my father was served French toast that was still cold and wasn’t even cooked. It was runny dough. They brought out a different dish and the bagel was still frozen! Not even remotely warmed.

Mid January: Stayed on the 9th floor with my wife and son and had access to the club room. Club room was great. Had breakfast at Pamela’s the morning after our stay. I ordered a bagel with lox. When it came out (55 minutes after ordering), my meal had no lox. I asked where my lox was on my BAGEL & LOX. The server said he will figure it out. He came back…still no lox. And it was at that moment he admitted he had no idea what lox was. Great skill set in Pamela’s!

27 May: Dinner at Pamela’s. I sent my steak back for it not being cooked correctly. I asked for mine medium rare and it was well done. A microwaved McDonald’s patty is more tender than Pamela’s excuse for a steak. My father in law sent his back for being wrongly cooked as well. Our drink order was wrong and our waiter spilled a martini all over my father in law.

Countless times from Feb-June in Doolie’s: What an absolute disaster this place is. They serve hotdogs, nachos, sandwiches, milkshakes, and flatbreads. Their beer tap has been broken since June. I’ve ordered a chili cheese dog…no chili. I’ve ordered the Front Range steak sandwich that I’ve sent back 2 times for it being cold and undercooked. It takes an unreasonably long amount of time to get drinks because there are usually 1-2 workers there. But don’t worry, the “managers” with earpieces who think they are secret service are plentiful.

24 Aug: Doolies again was a nightmare. I sent my front range sandwich back 2 times because my steak was cold. And the third time was NOT a charm as it came out cold AGAIN. Wrong hot dogs came out for others in the party. It was a complete joke.

24 Aug: My cousin had a booking for a simulator ride downstairs at 4 PM. We went downstairs earlier to reserve a time and the guy behind the desk said they were wide open so come back whenever. We came down around 3:30 and a different guy behind the desk rudely shoed us away. He was completely disrespectful and had just an abhorrent personality. Were there any people in the simulator room? No of course not. No one ahead of us, but shoed us away.

Hotel Polaris has had many opportunities to get things right and they continue to fail. Customer service is awful. Food is wildly overpriced. Drinks take far too long to come out because of the lack of employees/staff. Mangers just don’t care.

As a graduate of USAFA, I am incredibly disappointed. This is the last place on earth I would want to bash. But I will NEVER come back to this...

Worst hotel stay I've ever had. It's not because of what happened, but the amount of things that happened, and no semblance of caring or embarrassment from the top down. When, we first got to the hotel, the very nice gentleman up front asked me to hold on because he'd been tasked with "5 different things" and was the only one around. I thought that was odd, but figured sometimes these things happen. Unfortunately, this was just the start. After we got checked in, and waited for someone to bring a luggage cart, I met a nice lady that opened the front door to help me get the cart back in with our luggage. She asked where I found the cart because when she asked someone at the front desk for one, she was told to go look for it. I told her I'd bring ours back right away, and did. For the rest of our 3 nights at this hotel we either opened doors ourselves, or had a nice person staying at the hotel hold the door open for us. I didn't think anything of it until the one hour on afternoon 3 when we found out an employee is assigned to the podium out front to open the door for people staying at the hotel. When we got into our room, it was obvious it hadn't been cleaned, as there was a lot of someone's hair on some of the pillows that were on the unmade bed. There was also a used women's razor in the shower, and a necklace hanging from the towel hook outside the shower. When I informed the front desk, I was told thank you for bringing the necklace. I asked that the room either only be cleaned while we're around, since all our stuff was already in the room, or we get moved to another room. They said they'd get back to me. On night 3, when we'd given up, the power in our room went out. I let the front desk know, and the lady there said that someone needed to get into our room to fix the problem. We had a reservation for Pamela, the restaurant on the property, so I asked them to wait until we returned, but please try to work on anything that might be wrong outside our room. The lady said that she knew there was absolutely nothing wrong anywhere but in our room, even though she hasn't checked. At the restaurant, we were served decent overpriced food, as well as a very undercooked trout with more bones than meat and watered down soft drinks. The nice waitress wanted to do something about it, but had to hunt down the manager for 15 minutes. This seemed very fitting, since most employees at this hotel don't really seem to care. When I went back to the front desk to have someone sent to fix the power to our room, I asked how long the hotel had been running because it seemed like it'd only been open a couple weeks with all the things that had gone wrong in our 3 day stay. The lady laughed and laughed and said "yeah, there's been a lot of things that have gone wrong, huh?" We got to our room and the power was back on, so we called to let the front desk know and find out if someone was still coming, since it seemed they were no longer needed. The person that answered said no one needed to get in the room because they just fixed the problem with breaker down the hall. It's really disappointing that this hotel is so closely associated with the Air Force Academy and just rests on that fact, rather than trying one bit to live up to the...

We just hiked 10 miles from our house in Palmer Lake to this establishment. This was our first hike after I broke my leg and we were so excited to get here and that we hiked that far. What an incredible letdown when Dawn at check in singled us out because we had backpacks and I'm sure she thought we were homeless. She approached us while we were standing in line and asked very condescendingly TO ONLY US, "Is there something I can help you with?" And basically why we were there. She asked nobody else. We were CLEARLY in the line to check in for our already paid room. Absolutely deplorable behavior from Dawn. Nick, the manager, said she did not mean it that way and also did not offer any compensation after my complaint...but she absolutely did mean it that way. I informed her, she should not single out a person for wearing a backpack because they hiked here. Such disgusting human behavior. No compensation was offered. Dawn destroyed our hike that I was so proud of. A cyclist along the way literally warned us about this place. We should have listened.

Update: Nick did end up bringing a "hiker fun" bag to our room with some protein bars and smoothies, Gatorade, and water. They also said they comped us something free on our room service dinner though I'm not sure what they comped. Unfortunately, there was something gross and dried out on the pillow, and we did not venture out to see what the hotel had to offer as we truly just wanted to leave and go back home to our much comfier bed.

Another Update: they put a $150 hold on our card for incidentals and and then $149.69 for room service. At checkout, we paid the $149.69 and the charge cleared our account today...but they STILL have a hold on our card for $299.69 ($150 incidental charge which we charged nothing and double charge $149.69 again on the same room service that we ALREADY paid) ...I do not even see how that is legal?? We already paid the room service bill, how can you hold our card for something we already paid?? I have never had a hotel ever do that before! And no response from the general manager Curtis even though we sent an email Saturday night! I called my bank and they said if the hold is not released by Wednesday my bank will dispute it!! Since when can you double charge us for room service? ...