Four Seasons Resort and Residences Vail — Hotel in Vail

My cousin came into town from the East Coast. She is engaged to a retired military man, who upon retiring, decided to work as a patrol on the ski slopes. His younger brother (just a kid of 22) also works on the slopes. I saw the "Haute Chocolate" online and decided it would be a fun group activity for the four of us to enjoy after we spent the day snowboarding.

We walked in and were not acknowledged, so naturally, I went towards the back patio to find a place to sit. We sat down around a very nice fire and waited. After ten minutes or so, my cousin and I looked around and realized no one was coming to give us menus. We got up and flagged a nice busboy who then gave us menus. We sat down and continued to wait, and wait, and wait. Mind you, we only wanted to order these "Haute Chocolates", something I had told my cousin I was treating her to after our fun day.

Finally, a young woman brought some waters out and began to talk- my cousin politely let her know that we were really only hoping to get these drinks we had heard so much about. She says "Oh, that's great! That's what I'm here for!"

This was a bit better, until she awkwardly said "I'll just need to put a credit card on file before we begin the order." It was obvious that she was told to do so.

I was shocked.

Everyone is clamoring for their cards, which my cousin gets to first, and hands to the waitress.

Let me tell you how we looked, because clearly, that must have played a part. I am just shy of 30. My long hair was down and I always wear relatively natural make-up. I wore well-fitting jeans and a white snow jacket with Adidas tennis shoes. I am very "Colorado" looking (as I should, I am a Native).

My cousin is wearing nice jeans, a flannel top, and a black hat as well as natural make-up. Her boyfriend is the nicest dressed, as he is more into name brands than the rest of us. His brother (who is all of 22 and works on the slopes) has a beard, a beanie, and a tie-dyed scarf around his neck.

I can understand if we were opening a tab, absolutely, take a card! But not only did no one greet us or want to serve us, but to flat out demand we give them a card before ordering? (though we had made it clear all we wanted were these hot chocolates)

The waitress brought the credit card back after a few minutes- not sure why, because a card is usually kept until the is closed. The guys were oblivious to what was happening, but my cousin and I were still quite shocked at what had transpired thus far. This was suppose to be a fun experience to celebrate not only a good day, but many years without seeing one another.

We ordered the drinks with a shot of alcohol in each. Originally, I was going to treat only my cousin (I had only just met her fiance and brother); but I was quite embarrassed at this point in how we had been treated. I pulled the waitress aside and asked her to put everything on my debit card. We paid our $100 bill and left her a $20.

Never, in any 4 or 5 star restaurant that I have been to in Colorado, have I been asked to make sure I have money prior to ordering. Admittedly, in some of these restaurants I have have dressed more appropriately, but I would have not thought that wearing casual clothes, post-skiing, would have dubbed us unworthy of the same respect bestowed upon the other patrons of the restaurant.

Luckily, my cousin is a complete doll and made the experience wonderful, despite the treatment we received. I will not be recommending this place to anyone. In fact, it has already become an entertaining story to tell my friends and family.

Certainly, when I informed my father, who owns the #1 log home restoration company in Colorado, and has for the last 30 years, he was very displeased. After all, TSS Inc works with some of the wealthiest clientele in the country on their 2nd, 3rd, and 4th homes in the high country (did I mention they just worked on Red Rocks Amphitheater, too?)

I hate to bring money into it, but apparently it's necessary if you want to order hot chocolate at the Four Season Resort and...

I have stayed in many Four Seasons resorts in my life and wanted to take advantage of my honeymoon to show my new husband what the hype was all about ! These hotels have a reputation for excellent service that is unparalleled... that service has been the centerpiece of all my family's vacations. We made lifelong connections with the staff at these hotels over the years. Unfortunately, at the Four Seasons Vail, this was not the result.

My husband had never step foot inside a Four Seasons, it was a special occasion, and we are local... it all seemed perfect! 2020 has been a terrible year and celebrating the miracle of even a small wedding was a huge call for a round of treating ourselves. We are both fairly successful military officers... and unlike other Four Seasons locations, this hotel does NOT have a military discount. Not a huge dealbreaker for us in our quest to have a special vacation, but the reservations staff even recommended other hotels to us, discretely saying other places might be nicer. We should have listened.

When we got to the hotel, we pulled up and the valet was not present. We waited... and waited. At other resorts, I don't think I could get my seat belt off fast enough to greet the valet opening my door, but here, my stomach dropped immediately that the service quality seemed off. We finally got helped, and it was fine. The front desk staff was friendly, but not too notable even when they noticed we were celebrating our honeymoon. For reference, my brother and his wife got married two months ago, and at the Four Seasons Miami, they were treated exceptionally because of this fact.

We got to our room to a plate of chocolates that had probably sat out for half a day... no note. Just a plate. They were nice, but we even had a better greeting than this at an Air BnB a few days earlier. The rooms had just been renovated. Beautiful and high-tech features were definitely a highlight, but the luxury Colorado feel wasn't there. The photos online boasted of a cozy, mountain home suite, and instead we had a modern style abode that could have been a hotel room anywhere in the world.

COVID-19 obviously played a role in the lack of experiences we had while staying here... we do not blame the hotel for that. However, despite this fact, the service does not need to suffer. The worst experience of all was when we went to the spa. The day we arrived, we went down and asked for "a massage together" for the following day, also mentioning how we were celebrating our honeymoon. We booked our time and thought nothing of it. The next day when we arrived, we realized we had not been clear and asked if it was going to be a couples massage... while we are married, we don't get to see each other much since we live apart (long distance for military) and we didn't want to have separate experiences... and we explained this. The front desk attendant quickly said something to the effect of "no, because of COVID we aren't doing couples massages for the safety of our guests and staff... and you did not ask for a couples massage". I believe I mentioned above that my husband had never stayed in a Four Seasons... our specific massage verbiage isn't exactly attuned to the resort life... so we assumed asking for a massage together and mentioning our honeymoon might have implied this? Hardly a fair argument in our opinion. Also, the cancellation policy had not been mentioned at all, which required us to pay in full if cancelling. We were then asked "how will you be paying today?" Our answer... "we won't be." We understand these are tough times and everyone needs the money, but needless to say, after speaking with the spa director, we got our money back... and things felt very awkward. There was no kindness, no apologies, no element of the excellent service I have seen at other resorts. Just a cold brush off.

Overall, it is the worst service I have ever experienced at a Four Seasons across the board. COVID is no excuse....

Came to this hotel on a work retreat with a large group. We stayed at room 9205, a large private space. Received overpriced mediocre food and food poisoning within 2 days of staying here. Communication across staff is subpar and forces guests to jump through hoops. We are staying in a private section of the hotel, and for the price our group has paid we have not at all received the quality of service the price warrants.

We arrived to our space, and were not given a tour of the private space. It seemed like the staff showing us the space didn't actually know anything about it. Staff that came throughout the next two days also explicitly said they were not familiar with the space. We had to wait a day and half for someone to explain the TV to us (it was not straightforward). We also found out through the grapevine (not staff) that we had access to private cars we could check out. Would have been helpful as we were trying to secure our snacks and food.

We had made the request to stock our space with snacks a couple days prior. Someone had confirmed, only for us to arrive with zero of what we had asked for and no follow up as to what to expect/why this happened. We managed our reservation through the reservation dept,, which I guess is separate from any team available to guests because they had trouble finding who it was we spoke to. We ended up having to instacart our order the following day.

In room dining was a disappointment. Pizza looked and tasted as if it were frozen, salmon was severely underwhelming, pasta was bland and crunchy, and the burger tasted like freezer burn. The bill did not at all reflect the quality of the food.

The morning of March 14, I went downstairs to order two green juices (one for me and my colleague) and lattes for the team. Within 2 hours of my green juice, I began to feel nauseous. One smell of food and I was puking (as well as ..) on and off for 3-4 hours. The same colleague that ordered the green juice came quickly after. This was the only thing we had put in our bodies, since it was morning. Not sure if the fruits/veggies were bad or they weren't rinsed well, but we for sure got food poisoning from these drinks. No other food was had this morning.

I spent the evening trying to secure some pedialyte and meds from the concierge, given A) the service that is supposed to come with the stay and B) this was food poisoning from THEIR restaurant.They came with 2 servings of alka seltzer (not helpful), 2 servings of constipation meds (the issue is quite the opposite), 2 mini bottles of ginger ale (not actually recommended), and 2 bottles of what was actually not at all close to pedialyte. And this process took 1 hour. I ended up having to go to Safeway myself. No other services, potential solutions, compping, was offered. Astounding.

Perhaps it's the private suite that's just not maintained and neglected...but the dining experience alone and lack of communication across staff is severely problematic. I gave this two stars for the aesthetic and the cleaning staff that is great. Beyond that, I have no idea why it's rated...