Austria Haus, a Destination by Hyatt Hotel — Hotel in Vail

Absolutely Horrid. We booked a 3 Bedroom Condo through THIRDHOME and we along with other family have stayed several times throughout the years without issue. We were really excited and looking forward to this Expensive Trip.

Fire Alarm went off 4 times they told us we were smoking. No one was smoking. Staff came up no smoke detected. They told us it was the humidifiers which they supplied. Alarm went off again at 4:11 in the morning. I called maintenance and was told there was nothing they could do. The sound was Shocking and Piercing. It went off again before breakfast. I called and was again told there was nothing that could be done. All 8 of us stopped by the front desk to complain about the fire alarm and how upset we were and in need of a solution. FINALLY they sent their real maintenance man, an older nice European American. Luckily for us it went off again this time in front of maintenance. The smoke detectors were removed and replaced saying they were newly installed and set too sensitive. We put the towels we wanted replaced in the bathtub. Housekeeping hung them back up. One of the towels had what appeared to be makeup and my pillow case was stained. I went downstairs to complain. I was seated at the Concierge desk. An Hispanic male came out dressed in black with a radio we believe his name to be Omar. I explained the situation with the towels and I wanted Housekeeping to replace them. I also explained that we are 8 people and not enough towels were left. He said, very disrespectfully, you put makeup on the towels. I replied that I personally had not and repeated my request. I was met with aggression. This man was standing over me telling me no that I wasn't going to get towels while the Concierge sat at the desk dealing with someone eles who walked up later. I asked what was going on ? I said we have also had a problem with alarms. He pointed in my face while standing and told me it was because of smoking in the room. I said, no one has smoked anything in any of the rooms. I was so mad at this point I stormed off and up the elevator. I came back down and asked for the manager. She, also European American was kind, understanding and apologized. However, it was too late for me. I am a Veteran who is disabled. I have Complex PTSD and Panic Attack Disorder. I was emotionally hijacked starting with the first fire alarm. It triggered me and I paid a heavy price. The Concierge asked me to detail my disability and provide my Service Dog's information beyond what is required by law. I complied but let them know about ADA Regulations. Housekeeping. Very poor. What appeared to be the Head Housekeeper waived me away out of the kitchen because she was ready to clean. I have personally never experienced this especially with Hotel staff. She was an Older Hispanic Housekeeper. I am a German European African American. My treatment by the staff in this Hotel was beyond reprehensible. It was mean. There is an older Concierge perhaps a manager also European American. She was kind and remembered us upon arrival but hospitality...

Update: The manager of the Hotel, Paul was very accommodating and took our constructive criticism into making sure communication would be delivered to guests that would prefer A/C. He was amazing and definitely made us see what people really love about this place which is the service. Just because of him I would recommend people giving a try to this hotel as I am hoping he would make sure things are solved going forward.

This hotel has an amazing location. You can walk to all the things Vail has to offer. But if you think that because you paid 1000$ USD plus per night you are entitled to a good nights rest.. think again. I can tell you… this will feel like you are sleeping out in the street. The AC they have is disabled during winter months and their solution for you it’s “to crack open a window” if you actually want a fresh/cold room. Which would be a great thing to do except that the rooms face the street and the hotel is literally in front of the bus station. So once you open the window you can hear the bus, the teenagers laughing and yelling and the typical drunk singing at midnight while waiting on the bus. It is pretty unbearable/loud even when we were on the third floor. (In their defense it was a weekend night) The solution should have been simple as allowing you to close the windows and turn on the AC to keep air circulating… to allow for the guests to actually be comfortable and BE ACTUALLY ABLE TO SLEEP. People are expending insane amounts of money for a small vacation here, spend all day doing stuff around or skiing and activities but sleeping might be hard as you got two choices you get is: close the windows and sleep warm or open them up and don’t sleep at all due...

The Austria House is a category 7 hotel and time share. The hotel is exclusive and small with only 25 rooms. The hotel room was slightly better than the 2 star Vail Grand Hyatt since the room temperature control was excellent, with either fireplace or central air to heat the room. The bathroom floor heating was great as well. As a category 7 hotel, each issue has greater weight than lower category hotels. Here are the issues I found contributing to the 3 star rating. The mini fridge temp control was left on the highest cold that froze all my drinks. Luckily, I have learned to never use cans since they explode like a hand grenade when frozen. Plastic bottles are a better choice. I have seen more than 1 front desk argument because of frozen food issues requiring compensation. Housekeeping should check these on checkout when they clean out the fridge. The patio had an air-conditioning unit on it, which really ruined it. The upgrades are limited due to all nice rooms on the mountainside being reserved for time shares. No gift for Globalists. Had to take one of my keys back to the front desk that was not programmed correctly. There is no microwave in the room, and I have to get a front desk person to use the one in the kitchen. The only ice machine is located in the frozen parking lot. It's not fun going into the freezer to get ice.

The breakfast was much better than expected and had a great view of pool and mountain. Both Paul and Veronica were very helpful. The valet person was great as well. The outdoor hottub and pool were well heating and enjoyable. The stay was not bad, but the price vs. quality did not measure up to my...