The Imogene Hotel and Rooftop Bar — Hotel in Telluride

Don't Waste Your Money Here

The Imogene didn’t honor my reservation – even after confirming it with them twice. The Imogene isn’t taking care of their customers. There are better hotels in Ouray - don’t waste your money on the Imogene.

I reserved a room at the Imogene a few months ago. I got the usual email with confirmation of dates, room, rates, and reservation number. About a week before my arrival, I got a message from Jared, the manager, saying there was an issue with the reservation because their reservation system was messed up. I returned the call and spoke with Jared. We straightened out the issue and confirmed the reservation dates, etc. Then 2 days before my arrival, I got another message from Jared saying that their messed up reservation system didn’t capture a credit card and now he needed a credit card or he was going to cancel the reservation. The message was left at noon and Jared wanted a reply by 5 PM – 5 hours later – or he would cancel the reservation. At that time, I was in the middle of 3 days off the grid in the mountains. When I went through a small town and had cell reception, I picked up the message and called the hotel to – again! – confirm the reservation. I got vmail and left a message. When I showed up on my arrival date, the reservation had been canceled. Wow! After the issue was entirely their fault, after giving me a completely unreasonable amount of time to help them fix their issue, after my confirmation and re-confirmation of my arrival (which Jared claimed to have no recollection of) … they still canceled my reservation. And didn’t even bother to tell me until I got to the hotel. Rich, the assistant manager, did what he could to help including finding me a room at another hotel and paying for half (the owner's policy) – which is almost reasonable until you consider that I was now paying over $100 for a room at a hotel I didn’t want to stay at.

The bottom line: The owners of the Imogene are making terrible choices (convert to a new reservation system during the high season?!?!) and policies (rather than fix the issue, just provide half compensation for their stupidity?!?!). Jared, the manager, clearly doesn’t know what he’s doing, who’s he’s talking to, or showing any consideration for his customer. Rich, on the other hand, is left to clean up the mess being made by his owners and manager – he should be promoted to manager and the owners should let him make the important decisions!

But wait, there’s more … When I got to the hotel, there was no one around. There was a sign saying to call Jared to check in. I called Jared multiple times, I called the hotel line, multiple times, and I even texted Jared. No one answered or responded. When Rich, the assistant manager, finally showed up – after about 30 minutes – I found out that he is doing everything: managing the “front desk” (just a table in the bar/lobby), cleaning the rooms, tending bar, etc. How is this place even open? Don’t waste your money here – there are better...

The Imogene didn’t honor my reservation – even after confirming it with them twice. The Imogene isn’t taking care of their customers. There are better hotels in Ouray - don’t waste your money on the Imogene. ||||I reserved a room at the Imogene a few months ago. I got the usual email with confirmation of dates, room, rates, and reservation number. About a week before my arrival, I got a message from Jared, the manager, saying there was an issue with the reservation because their reservation system was messed up. I returned the call and spoke with Jared. We straightened out the issue and confirmed the reservation dates, etc. Then 2 days before my arrival, I got another message from Jared saying that their messed up reservation system didn’t capture a credit card and now he needed a credit card or he was going to cancel the reservation. The message was left at noon and Jared wanted a reply by 5 PM – 5 hours later – or he would cancel the reservation. At that time, I was in the middle of 3 days off the grid in the mountains. When I went through a small town and had cell reception, I picked up the message and called the hotel to – again! – confirm the reservation. I got vmail and left a message. When I showed up on my arrival date, the reservation had been canceled. Wow! After the issue was entirely their fault, after giving me a completely unreasonable amount of time to help them fix their issue, after my confirmation and re-confirmation of my arrival (which Jared claimed to have no recollection of) … they still canceled my reservation. And didn’t even bother to tell me until I got to the hotel. Rich, the assistant manager, did what he could to help including finding me a room at another hotel and paying for half (the owner's policy) – which is almost reasonable until you consider that I was now paying over $100 for a room at a hotel I didn’t want to stay at. ||||The bottom line: The owners of the Imogene are making terrible choices (convert to a new reservation system during the high season?!?!) and policies (rather than fix the issue, just provide half compensation for their stupidity?!?!). Jared, the manager, clearly doesn’t know what he’s doing, who’s he’s talking to, or showing any consideration for his customer. Rich, on the other hand, is left to clean up the mess being made by his owners and manager – he should be promoted to manager and the owners should let him make the important decisions! ||||But wait, there’s more … When I got to the hotel, there was no one around. There was a sign saying to call Jared to check in. I called Jared multiple times, I called the hotel line, multiple times, and I even texted Jared. No one answered or responded. When Rich, the assistant manager, finally showed up – after about 30 minutes – I found out that he is doing everything: managing the “front desk” (just a table in the bar/lobby), cleaning the rooms, tending bar, etc. How is this place even open? Don’t waste your money here – there are better...

My partner and I spent a week at The Imogene throughout our week-long stay in Ouray and we wouldn't have it any other way. We did go in Offseason (early May) but still had a wonderful time. We stayed in their room, The Lucky Twenty, and it was beautifully picturesque. Charming. Large windows with a view of Main street, the Imogene's sign, and the mountains. It's in a prime location with plenty of cute shops and restaurants. (Ouray is SO dog friendly!) The room was clean, beautifully designed and furnished. Amazing details were thoughtfully added. We appreciated the autonomy provided to the guests through their lock/security system. We made it to Ouray much later than we anticipated (about 6 hours later - we made it at midnight) and were worried we'd be locked out. Nope! It was no problem and due to their system we were able to always come and go as we pleased. This was especially great because on vacation and in the mountains we were always up to something. And with such a small town and amazing people, someone who worked there was always 5 minutes away.

We used the sauna three times during our stay and it was amazing. An authentic wood burning sauna was just what we needed after long arduous hikes in the thin mountain air. It was beautiful. The guys there are just amazing. We always felt a little uncomfortable asking for something: towels, sauna time, or where the public garbage cans are in Ouray (apparently locked up to keep wildlife out) but they were always incredibly kind. Definitely pretty chill. I want to be their friend lol. On a serious note, they truly seem to go above and beyond for their guests and their comfort. Absolutely.

There are only a few things they may consider for guests who stay more than a night or two. Because it’s an open shower, water gets on the floor quite easily in the bathroom which is kind of a pain when you’re getting ready or using the bathroom after a shower. You also don’t want to use a towel to dry it up either. I’m no expert and this might sound so silly but maybe a squeegee or something to wipe the floor to get the water to the drain easier would be helpful for guests because it takes quite a while for it to dry on its own, and it’s probably not smart having standing water on the floor so often and for as long. I wouldn’t have minded using a squeegee if there was one but idk. I’m no Karen. The only other thing I can really think of would be more shelving or hangers in the bathroom for towels and clothes. Otherwise everything was literally perfect! Plenty of storage in the room and a lovely TV you will hardly watch from the exhaustion you get exploring. Me and my partner really kind of felt like family there. Everyone in the town is just great. We definitely miss it and are already planning a return. If The Imogene will have us, we’ll definitely be back. Highly...