Tivoli Lodge — Hotel in Vail

My husband and I are going to Vail for the first time as a Valentine’s Day present! We are also going to celebrate my 55th birthday and our 36th Anniversary.

We booked the Tivoli Lodge from Feb 25th to March 3rd. It seemed like a nice cozy hotel, and we just planned on relaxing and enjoying our trip alone.

Little did we know what a terrible experience we had coming.

When doing our CDC-mandated COVID test, we both turned out testing positive.

This makes it impossible for us to board a plane to the US.

As soon as we got our results we started changing dates with all our providers; we did not plan on canceling our trip, just moving it up to mid-march.

The Tivoli Lodge was uncooperative in helping us change dates and avoid losing our money. All other companies such as the airline, restaurants and the tours operators were incredibly nice and accessible with us rescheduling our trip and none of them charged a penalty fee because they understood that the cause of us rescheduling was completely out of our control.

We definitely did not plan on getting COVID.

My husband made the hotel reservation through Expedia, so we contacted the hotel through them and did not get a response from the Tivoli Lodge

After waiting several hours, we decided to call the hotel directly. When a Front Desk agent finally answered I explained that we do NOT want to cancel our trip and are not asking for the refund of our $6,000 dollar stay, and we DO want to use their services but on a different date because we are unable to travel.

He then said they cannot change our dates because (and these were his actual words) “the hotel will be losing money”, to which we answered that we were willing to pay any differential fee without a problem; all his answers were “no, we cannot do that".

We wrote an email and attached both positive tests and explained that we just look for them to accommodate us on different dates.

Again, we had no answer.

Five days later, when we only had two days left in our stay, the manager finally answered our email saying that we let a friend know to come over and use our reservation. This response made us feel like we are being made fun of.

How am I going to tell a friend to plan a same-day trip to Vail to go and “enjoy” the TWO nights I have left out of my 5 nights stay. We do not feel helped AT ALL, we feel we are being ridiculed by the MANAGER!!!

We WILL be going to Vail, but we are taking our business to another hotel and several restaurants.

We are beyond unhappy with this Tivoli Lodge and their terrible service and unwillingness to help and give a solution to their upcoming guests that wanted to keep their money with them regardless of the changes in their trip and who were also doing what is right by not traveling sick.

Tivoli Lodge is not an honest hotel at all. The guests are definitely NOT their main concern… MONEY IS! Whether your service is provided or not, they showed us money is what is important to them, not us as customers.

We did not travel because of the sickness that made the world economy collapse: COVID…. a very serious illness that both me and my husband got and prevented us from traveling. Apparently COVID is not important to them because for them, it was not a reason for us not to travel and use their services on the dates we first planned on going.

Did they really expect us to travel knowing we are covid-possitive because they refused to change our dates? Completely losing a $6,000 stay really makes you think twice before not traveling.

What a terrible, uncaring, unaware, and self-centered “business” this is. It is sad to see a hotel that cares more about money than the customers' well being and everyone’s health. They just took and kept the whole $6,000usd, and declined to provide the service on different dates “because the hotel will lose money” WE are losing our money to...

The hotel facility is amazing, location is wonderful, but the customer service is horrendous. The hotel is nestled right at the base of Vail; 5-10 minute walk from Gondola One. The hotel, lobby, and guest rooms are inviting, cozy, clean, and comfortable. I have to give a shout out to Marshall, hotel ski check guy; super friendly, accommodating, and great customer service. But unfortunately, with all the potential this hotel has, the customer service is appalling (except for Marshall of course). The breakfast buffet is $20 per person, which would be fine if were well stocked. Most major items, including coffee, were out, and when I requested the items, I was meet with mild agitation as if it were a free breakfast at the Super 8 and I was lucky to get what I get. Interesting side note, a manager/owner lady had the time to criticize the Latino kitchen staff about their Latino music. I could hear her complaints in the dining room. However, she didn't seem to have the time to ensure the hotel's guests were having their needs anticipated. The valet parked my car in front of the hotel blocking the sidewalk, and I got a parking violation from the city. I noticed a few other guests had parking violations as well. Before I write a negative review, I always give the staff the courtesy of knowing my displeasure and they have every opportunity to make it right. Unfortunately, even though they knew, they either didn't care or were not empowered to make it right. In summary, I have cancelled my future reservation at The Tivoli Lodge, and with hundreds of wonderful lodging options available to you in the Vail area, you would be wise to consider other options. Additionally, hotel parking pricing every guest should know before making reservations. Overnight Parking is $35. You can NOT park before 11am day of check in, you must move your car out before 1pm day of check out; If you go past 1pm you will be charged an...

TIVOLI LODGE IS NOT FLEXIBLE WITH REBOOKING DATES. DO NOT BOOK YOUR TRAVEL HERE!! Sadly, my husband's President's Club trip to Denver was canceled due to Covid. After the Denver trip, we had planned to extend our travel to a couple nights at Tivoli Lodge on the back end of the trip. Because President's Club got cancelled, we immediately called Tivoli to reschedule our dates of arrival/departure (we were 12 days in advance of our arrival at that time). My husband spoke with a couple front desk representatives and eventually a Manager, all who wouldn't budge about allowing us to change the dates or give us a credit because we were inside the "14 day window". I left a voicemail message for Jared Bryant, Front Desk Manager, yesterday and again this morning ... no return phone call. After three more tries this morning, I finally got through. When I asked him if had listened to my voicemail, he said very rudely, "No, I've been busy". After explaining our situation, he was extremely rude in his responses and was completely unwilling to help resolve our problem. As a business owner myself, I thought he would offer some type of solution but he just kept saying over and over that it was their policy to offer no help within the 14 day window. When I told Jared that I was going to write a review on travel websites because I thought other people should know how inflexible they were with their policy, he accused me of blackmail and said, "Now I'm definitely not going to help you because you're blackmailing me". Are you kidding me?! I was simply telling him that the public should know that Tivoli Lodge is inflexible with their reservations and won't offer solutions when travel is cancelled due to a worldwide pandemic. Jared Bryant needs a course in Customer Service and Tivoli Lodge needs to be a little bit more flexible during this...