Victorian Inn — Hotel in Telluride

It’s been said that a “rotten apple will ruin the barrel”, or something close to this. Recently my girlfriend and I experienced this first hand while staying at the Victorian Inn in Telluride, CO.

A little background first; I’m a 61 year old paraplegic and had a room reservation at another hotel near Telluride. When we arrived late in the afternoon, upon inspection the room we were assigned would not easily accommodate my specific needs. We immediately requested a refund and began phoning other hotels in the area in desperate search for a room that was ADA accessible. On our fourth or fifth attempt we were able to locate a room at the Victorian Inn. Although it was several hundred dollars more then the room we had just canceled, we felt lucky to have found an accessible room at that late notice.

The young lady who assisted us, Malie, was extremely helpful and was genuinely happy that she could provide us a room that met our needs.

Upon arrival my girlfriend had to go to the hotel front desk as it was up some steps. Malie showed her the room and personally moved a small refrigerator that was in the way to the bathroom. My girlfriend at that time asked Malie for a couple of extra pillows which were provided promptly.

After we removed our luggage and placed it in the room, Malie offered us a couple of grab-and-go bags with muffins and eggs as a snack. She was so kind and really helpful that we were both feeling blessed to have found this hotel.

Unfortunately, the next morning the good vibe we had was snatched from us by a very discourteous and rude morning manager. Because of my condition, I require extra pillows to support my body when I sleep. The extra two pillows from Malie weren’t sufficient. My girlfriend began calling the front desk after we returned from dinner, only to get voicemail. Between 9pm the evening we checked in, until 9:45am the following morning she was unable to speak with anyone despite the fact that she had left several voicemails requesting additional pillows, and now a blanket and bath towels.

When I finally had the chance to call myself, I reached the day manager Karin. When she answered the phone I asked her if she had received any of our voicemails. She said she hadn’t listened to them. While I was a bit irritated upon hearing this answer, I again requested the items we needed. Karin “didn’t like the tone of my voice” and threatened to hang up on me, a known paraplegic staying at a hotel with an inaccessible front desk. Throughout our conversation she remained rude and seemingly unresponsive to our needs. I maintained my composure and asked once again for our items. She said she would see what she could do and then hung up on me before I could complete our conversation.

The items requested were delivered in about 15 minutes, the maid who brought them was quite polite and professional, unlike Karin the manager. Later my girlfriend went to the front desk and spoke with Karin. Rather then being apologetic, Karin insisted that she was doing us a favor despite her antagonistic attitude. She told my girlfriend that listening to voicemails from guests is not a priority, despite having been on the job for several hours that morning. Her very unprofessional behavior made what could have been an exceptional experience very mediocre instead, unfortunately negating all the positive vibes we had from Malie.

My recommendation is to find other accommodations with a more...

!!!!! BEWARE: SHADY BUSINESS!!!!!!!!

This was by Far the WORST EXPERIENCE staying at a hotel in my entire Life. This Business DOES NOT CARE about their guests.

We checked in around 9pm , the price for the room was around $190 which was a little expensive for what we got. The manager (Caroline) at the Front Desk was initially very rude, and told us she would be leaving for the night so to “ask any questions now before she left” we proceeded to our room. Once we opened the door, we realized the room was very cold, so we continued to look for the Heater. After a while we found what looked like a thermostat, turned it up, and then waited. Nothing Happened, we eventually found the heater vents and there was absolutely nothing coming out. We tried to call the front desk but nobody was around to help. That night we slept in layers of clothes and Jackets just to keep warm. At one point we had to use a HAIR DRYER to warm us up.

The next morning we proceeded to the lobby for the “included breakfast” which included two Very OLD looking tangerines, two Hard Boiled Eggs, and a low fat yogurt that looked like it had been picked up at a local gas station. The FOOD looked so DISGUSTINGwe didn’t even touch it.

We were very polite and told the nice girl working at the front desk about our experience the night before. She said she would talk to the Manager (Caroline) later and we would receive a call.

Later that day I received nothing. So I called back and had to politely re explain to the manager the terrible experience we had. She was extremely rude, obviously didn’t believe we were telling the truth...Her response was Well there was a number you could have called !?!? What!?!? She didn’t give us any number whatsoever when we checked in. Her next statement was “well I can’t just take your word for it I’ll have to check it out myself. And then get back to you” wow.

So I then waited another 24 hours and received 0 response. I had to call again, this time reaching a different manager, who was extremely nice. She apologized on her coworkers behalf for being so rude stating that guests should NOT be talked to or treated the way we were. She said she would look into it and get back to us. Again.... no Response.

I called back the Next day, now about 4 days after the Fact, just trying to get some sort of compensation or refund for our FREEZING experience. Unfortunately the RUDE manager answered, she proceeded to tell me that she personally checked out the Room and found no issues with the Heater, so there was nothing that she could do. I proceeded to tell her Human to Human, our room was freezing, the heater didn’t work and we were ice cold. All we wanted was some understanding, possibly a refund for our overly priced room. And instead this RUDE manager refused to help in any kind of way.

Caroline should NOT be working with People. I received such POOR Customer Service and downright RUDE comments. If I was the owner of this business I would not have this extremely rude woman near any of my guests. This has been the WORST EXPERIENCE I have ever had with a hotel, and it is clear that this BUSINESS does not look out for the Guest Experience. DONT GIVE THESE...

Our room was infested with bugs – ants crawling up the wall and over the windowsill, spiders, and, after the lights were turned off, tiny white flying bugs – and there was disgusting brown colored matter caked on the bathroom floor and toilet seat (see photos) when we arrived around 10 pm our first night. Management is not available after 9 pm. After a sleepless night, we asked for a room change or refund. Instead, the hotel surreptitiously entered our room while we were away, ignoring the “Do Not Disturb” sign hung on the doorknob, and sprayed the room with a toxic smelling chemical that seemed to have killed and chased away the bugs (see photos of some of the dead bugs) and made the bird camped outside our window so sick it kept flopping into our window that evening.

Even though the hotel manager admitted the smell was toxic and was advised my husband was familiar with the smell of insecticide from work, the manager insisted the hotel had only cleaned our room and the smell was from their cleaning supplies. When I asked why the bodies of dead bugs would have been left by someone cleaning our room, the manager shrugged and said, “poor cleaning.” When asked why the brown matter would have been left on the bathroom floor, he made a show of being unable to remove it and claimed it was just part of the floor. I then made a video of removing at least two of these disgusting items from the floor. (Video at https://maps.app.goo.gl/boBG919NibaK2N8V8)

The manager said these issues were insufficient to warrant a refund or move to another room, then claimed no rooms were available despite advertising the opposite throughout our stay. Yet, this didn’t stop him from twice trying to intimidate us into leaving on our own.

On our last day, a bucket of cleaning supplies and materials was left outside our room. None of these items smelled like what the hotel sprayed in our room.

If you’re curious what a $400 “classic” room might look like, check out the attached images. The shower fits one average adult. My 6’2” 220 lb husband couldn’t turn around in it.

Despite being in the basement and outside temperatures being 70 F throughout our stay, the room became stifling hot and humid during the day because it is across from the laundry. There appeared to be no way to cool the room. The thermostat was inoperable. This seemed to be an issue for all basement rooms as most had their windows open when we arrived and the door to the basement was left open throughout the day. We were unable to open the window in our room because it led to ants coming...