Hyatt Place Keystone / Dillon — Hotel in Silverthorne

We stayed at this particular Hyatt Place location on the tail end of our two week vacation back in June (17th-21st) 2025. Mind you, we were also coming from the Washington, DC area where we stayed at a Hyatt Place near Dulles International Airport that had recently undergone a complete renovation. The differences between the property in Virginia and this location were stark in contrast. Outside of and away from the very well maintained lobby, this facility was absolutely showing signs of wear and tear. To begin, we arrived a few hours later than originally anticipated due to bad weather in Denver. We were greeted by a front desk clerk who promptly checked us in and advised that breakfast would be served in a matter of hours (it was 4AM). Great, it's just above freezing and we're tired and hungry after the drive from the airport.

After obtaining our keycards, it was frustrating to discover that the room temperature couldn't be adjusted no matter what we tried. Mind you, it was 34 degrees when we checked in at 4AM. The heater continued to blow nothing but cold air. The room did heat up a few degrees after a short while, but we came to discover that this was more likely related to our own body temperatures and movement about the room after the lights had been turned on. Once the sun came up, the room heated considerably on its own so we turned the heater off and didn't even bother reporting it to the front desk staff as we had already read some of the reviews on this place.

With that, we went downstairs at 6AM for the complimentary breakfast. Despite having a sign indicating that scrambled eggs would be present, no eggs were ever brought out by the staff (this was remedied in the following days). The waffles were almost frozen solid and only thawed when placed in the toaster. The breakfast meats (sausage and ham) appeared undercooked and weren't very appealing. We ultimately drove down into Dillon and picked up breakfast at the McDonald's.

Aside from the busted (non-functioning) heater, everything about the room itself was acceptable and in accordance with Hyatt Place standards as I've previously experienced them around the country. Beds were comfy, bathroom appropriately apportioned, and a working mini-fridge. The rooms were, however, a little smaller than what we had just experienced in Virginia which did color the experience somewhat but not enough to sour the stay entirely.

I wasn't, however, a fan of the parking situation at this location. They appear to have more rooms than parking spaces available. If you're not back at the property by a certain time, you could end up having to circle the lot a few times before being able to park. After arriving late one night from visiting family in the Western slope, we were ultimately told to just park the car in one of two spaces right out in front of the hotel. There's also a resort fee (which does include parking) added for each night you stay at the property. We were fine with this as it was brought to our attention on the third party website used to make our reservation.

The experience was okay, but absolutely could have been better given what we paid. I also get that many people want a Grand Hyatt experience at Motel 6 prices. That's not us at all, but given that we'd just come from the Washington, DC area where we stayed at a newly renovated Hyatt Place property, I was expecting something on par to what we had just left back east. The experiences were in no way comparable.

Overall, we loved the location because it's close enough to Denver to ensure reasonable proximity to the airport, but also far enough outside of Denver so as to avoid that hipster vibe and the upcharge associated with it these days. While we'll most likely return to the area next year, we may consider reservations at a few other locations before signing back on to this specific Hyatt...

We love the Hyatt and all of its brands for the reliability and consistent quality. Unfortunately, our stay at the Hyatt Place Keystone Dillon did not live up to that expectation. Our original plans had us staying for two nights, but after we discovered the lack of services when we arrived, we quickly shifted plans to leave for another hotel for our second night.||First, the staff members who were working were pleasant, accommodating and doing the best that they could. This is not a criticism of any employee we encountered at the hotel. They were all doing their best in a bad situation.||Here are the things that I observed that caused me to have to leave the hotel prematurely.||No WIFI for the duration of the stay. I was told by one staff member that it was an issue with my computer and that it was super slow and I would have to disconnect and reconnect multiple times to get good service. Seriously? That is not normal for a Hyatt. After talking to other customers and realizing it wasn't just my computer, I was told by Andrea at the front desk that IT was being called in for a building-wide issue. With an important business call scheduled for my second night, I couldn't take any chances with faulty internet. This was my primary reason for leaving the hotel a day early.||Some of the other more minor issues were:|1. Mold in the bathroom shower|2. No bartender on staff. The poor fellow who was trying to make drinks was also running to get cars I believe. It was odd.|3. My daughter's key didn't work. She went to the front desk to get it fixed and they gave her two new keys without asking for any identification whatsoever.|4. I couldn't find an operating ice machine. The one I did find was out of order.|5. I was unable to use the luggage trolley to take my items to my room because it couldn't be removed from the area under the building due to cars being parked too closely.|6. Our bathroom sink barely had any water pressure.|7. At 8am, there was an entire bar of guests frustrated waiting for hot coffee.|8. Were awakened by incessant dog barking (clearly not a controllable issue, but disturbing)|9. Steel cut oats resembled soup|10. Only one elevator was working and it was always packed and extremely slow.|11. No security from the parking lot to the breakfast area. Makes me uncomfortable to think anyone can wander in during the middle of the night and not have to use a keycard.|12. Housekeeping knocked on door and then proceeded to enter the room at 9am (fortunately door latch was on) on my check out day. This was clearly a mistake in communication as I've never in 30 years had housekeeping try to enter a room on check out day. Isn't there a procedure in place to alert housekeeping when rooms are vacated on check out day before doing the turn over?||Finally, when I asked to cancel my second night, I was told by Andrea that it might take "a while" to get my points back. This was a points purchase. She told me that they are "usually" credited back, but sometimes it take time. This is unacceptable to me.||I have emailed both Andrea and the hotel's manager Jennifer and have not received a response, a refund of my points or anything else...

The front desk staff is the main reason for a 1 star. This hotel needs to train their staff on ‘hospitality’. Upon check in I was informed there would be a $39 fee for early check in and $20 for parking, until we officially checked in at 4pm. Then she said there were no clean rooms available so early check in wasn’t possible. We went to the slopes and parked instead. Check in at 4:30 went fine with a woman who said it was her fourth day on the job to justify why it took so long for her to navigate the laptop she was using. No problem, I understand. The room was nice, great view. The next morning, breakfast although complimentary, was weak. No oatmeal and no fruit for my wife who is a vegetarian. Fail. The next morning it was back in stock (oatmeal that is, not the fruit) and you couldn’t even stick the ladel in it because it was so thick. Attention to detail is not a forte of the staff here. The rooms were not made up after returning from the mountain. They had to come up at 7pm to make up the room. The excuse by housekeeping was that people called in sick and they were understaffed. The night before the housekeeping carts were scattered throughout the floor at 8pm, which is possibly an epidemic here. No biggie. Upon check out, we got off the elevator and the girl at the front desk saw us and immediately went into the office door next to check out. I thought that was strange but I wasn’t surprised, you get the immediate vibe that guests complain a lot here because of the lack of hospitaly in so many areas and they way the staff speak to the hotel guests. (FYI: I did not complain about anything other than calling the front desk at 6pm to have the room made). Back to check out. There was a woman restocking the snack room and finally heard me rustling about and said she would be there in a moment...

Her: “How can I help you?” Me: “Checking out please” Her: “Room number?” Me: “331” Her: “Ok there is a $60 resort fee and tax left on your bill, would you like to put it in the card on file?” Me thinking it was already covered in my reservation and “resort fee” for WHAT exactly? You’re already collecting resort taxes!: “Sure.” Her: “Ok, you’re all set.” Me: “Can I have a receipt, please?” Her: “Oh, yeah.”

How about the first thing you say to me, upon checking out, that I hear at all other Hilton and Marriott properties I stay at is, “How was your stay?”

I was waiting for it, because I so wanted to say, “you had good points and bad points and unfortunately more bad than good.”

I am the type that waits to write a review unless you give me a reason not to. And you failed miserably. I will NEVER waste my money at this hotel ever again. And as for Hyatt as a whole, I’m sticking with my staple, Hilton. I just checked in to a Hampton Inn by the Denver airport and was treated COMPLETELY different than the Hyatt. This place is kind. And kind will...