Fairmont Heritage Place - Franz Klammer Lodge — Hotel in Mountain Village

Your website advertises with a photo showing a gorgeous condo with a breathtaking view of the mountains. Although I requested verbally and in writing repeatedly a condo with this view AND it was confirmed on my written confirmation from the Franz Klammer that we would have a 3 bedroom condo. However, we were given a 2 bedroom condo at check in. We immediately brought it to the attention of the check in person & concierge and showed both employees our confirmation reflecting a 3 bedroom. We were told by concierge that the 2 bedroom was all that was available, we didn't "need" a 3 bedroom, and "sorry". In talking with a Franz Klammer Owner that I met at the spa - there are very few condos with the spectacular view advertised on the website and the chances of getting one is extremely small as the Madeline resort was built next door blocking the majority of the mountain views from the Franz Klammer condos. She went on to say you have to get a 3 bedroom to have any chance at a view. Obviously, the 3 bedroom we were confirmed to have prior to arrival & at time of payment was given to another guest with no thought or value given to their written confirmation/promise to us. We booked our ski rentals through Telluride Sports which has multiple locations - one location that is in the Franz Klammer. Upon check in, we asked the check in person, the concierge, the bell hop, and a random resort employee riding in the elevator with us what floor Telluride Sports was located in the Franz Klammer - not one had any idea and a couple of employees said it wasn't located in the Franz Klammer. We did happen upon Telluride Sports exiting the resort - it's a rather large store and located in the Franz Klammer on the 1st floor!! We completed the "Guest Vacation Planner" emailed to us and returned it weeks before our date of arrival. We requested housekeeping mid week, 1 time only, anytime between 9AM-12PM during our stay. The second day of our visit, I received a text from housekeeping saying the "Do Not Disturb" was hanging on our condo door and they were there to clean the condo and told me they did not have the information from the "Guest Vacation Planner". The resort staff overall seem bored and looked as if they wished they were anywhere except at the Franz Klammer. The 2 bedroom condo was nice and the location was great, but don't expect to get what they confirm-you'll get what you get and you're on your own as the staff isn't helpful or...

Overall, it was a decent stay. Upside is the staff and location. Downside was the heat of the room (no A/C) and the disappointing balcony. The staff, as noted elsewhere, is amazing. Very friendly, professional, and helpful. We had a hard time getting the spa to contact us about setting up a few appointments, but that could have been a one-off. Room/residence was massive (we had a three bedroom) and the kitchen worked great for our needs. Living area is a little dated but it's nicer than the photos show. Big downside was the heat in the rooms. They have no air conditioning (Madeline does and we'll go back there for our annual summer Telluride trips, most likely) and our rooms got above 80 degrees every afternoon and didn't cool down until midnight or so. As we had a young baby with us, this was a concern. The staff did all they could to assist, including bringing in a no kidding giant swamp cooler and multiple fans. Nothing says Fairmont experience like a giant, loud swamp cooler in the living room and cheap rotating plastic fans! ;-) The swamp cooler worked okay but required filling with water every 6-8 hours or so. And did I mention it was loud? The other big negative about the room was the tiny balcony with a view of a little nook of the exterior of the hotel. We enjoy morning coffee and evening bevvies on the balcony but that wasn't possible here. I understand different rooms have different views, but when you book, you should have the option of picking which "kind of view/room" you want, like you do at most other hotels that offer view/non-view rooms. We would have paid extra for one. As the hotel was fairly well booked up, our request to switch rooms was not able to be accommodated. Bottom line, the Fairmont is a nice place with a great location in the village. We might go back in the future if we can somehow figure out how to get a decent balcony. Just not in the summer. We'll go back to...

While the location is ideal, we won’t be returning to this property. First off — there is no AC, and we didn’t realize this until we arrived for our mid July stay and we’re hit with a wall of heat in the rooms. Normally this wouldn’t be a big deal, but there was NO air flow at all, so even when the temps got cool at night, there was very little we could do to cool it down, even with the very noisy swamp cooler unit they gave us and windows open. There are not even ceiling fans, and the fan they gave us was a loud, old rickety oscillating fan. When we asked for a different one, we were told they’d look, but they didn’t think they’d have one. We never heard back from them. ||To add insult to injury, there was a ridiculously loud garbage dumpster dragged aggressively across the cobblestone each and every morning prior to 7am… This continued multiple times for at least an hour. It was truly an awful way to be woken up every day since all the windows had to be open to try to get a decent night’s sleep. ||The rooms and bathrooms are dated but clean. The king bed was two twins pushed together, which you could definitely feel. The pool is nice but is a fishbowl. You are surrounded by suites, including some RIGHT next to the pool so that you could hear them listening to the TV right next to you while sitting in the hot tub. ||This is really not your typical Fairmont experience....