The Remedy at Four Seasons Resort and Residences Vail — Restaurant in Vail

First of all the haute chocolate lives up to the hype. Five stars. The service i would separately give two stars. but the haute chocolate was that good that I will round up from 3.5 to 4 overall. That's what we came for and it does not disappoint. Adding the shot was icing on the cake and any of the selections were stellar. I got the peppermint and it was like the most decadent thin mint you could imagine. I tasted the frangelico and Baileys also. Couldn't miss. The presentation is delightful. Our server was accommodating helpful and friendly. My issue comes with our experience at the front of the house. My friend went to the hostess stand a couple days prior to scope out accommodations for our group of nine. Even though she was standing right there asking for a reservation the hostess tried to turn her away to go to Open Table even though she had all the information and capability to make a reservation right in front of her. The manager was standing just off to the side and basically set her right telling her to help the customer who was standing right in front of her. We arrived about 10 minutes early for our reservation at 1:30 on a Monday coming off the mountain. We were not informed in advance that ski boots were not allowed. As a place that advertises as apres they should make that more apparent in advance. The same hostess who tried avoid making our reservation previously looked our group of four up and down and said "do have regular shoes?" We were slightly taken aback. She then proceeded to say ski boots were not allowed. She let us chew on that statement for a minute with no further communication immediately. We weren't sure what to do. Then she said "if you need them we have slippers for you". Why didn't she lead with that? It's like she was trying to make us feel awkward and she succeeded. After that she proceeded to tell us that our group would be split up in to two tables because they don't have a space to accommodate us together. We had booked a reservation days ago for all 9. You booked it. If that was plan all along, gain, why weren't we informed? We asked what could be done to fix that, table outside, waiting a little bit etc. At first she was adamant that that was the only way we could all sit was to split into two groups. If we had wanted to split we would have planned for that. We pushed back reminding her that she had made this reservation for us days ago and that was very misleading of her if that was the way it was always going to be. What was the point of a reservation for all of us in that case? She hemmed and hawed and left to talk to someone. Upon returning she said IF we were willing to wait 10 minutes or so we could all be accommodated at the same table, acting like she was doing us a huge favor the whole time. Of course we could wait. We booked a reservation for 9 at 1:30 and it was only 1:25. Again, why did she seem like she was trying to make it awkward for us? Once we were done dealing with her the experience was great but we almost left before even getting to the table at multiple points due to poor customer service at...

Positives: the waitresses were wonderful. They did their absolute best to be prompt, friendly, and accommodating. The skillet chocolate chip cookie was delicious!

Negatives: the hostess and manager were awful, disorganized, and played favorites with guests- completely undermining the “waitlist” we were on for an hour and a half. We had a group of 7, so understandably it takes longer for us to get a table- not a problem, we’re fine waiting. However, we were “next up” for over half an hour and in that time they let an individual walk up and take a 4-top table for himself, and sat a walk-up party of 2 at a large table that could have easily fitted us. The manager came over and said he’d go check on the tables and come back- the next time we saw him he was bussing tables and never came to say anything else to us. We had called and asked about reservations that morning and they said they don’t take reservations, but after we’d been waiting forever we asked about just coming back the next day they said their reservations were full. (Apparently reservations are for certain people only? Not sure what the criteria is) They did not offer to separate our party or do anything at all to try and seat us, until we finally just stood at the hostess podium waiting. They then offered us an outdoor table (meant for 5, but it was no issue to move chairs out there) in 8° weather at night. We asked for blankets and they said they didn’t have any (it’s a high end hotel- if they cared, they could’ve gotten us blankets). There was an entire half of the bar with empty tables and chairs while we were sitting outside, and they only offered that to us after we’d finished our (cold) $22 hot chocolate and heard us discussing how awful the experience had been up to this point. When we finally left, there was a couple sitting at an 8-top table.

It is clear they do not want people coming to their establishment if they don’t look like rich snobs. Make sure you dress the part if you want to get a table.

Summary: grossly overpriced, snobby, awful hosting/ table management, waitlist is for appearances only, and the waitresses are stuck trying their best to make up for the awful hosting/management, over-hyped and overpriced...

We have been visiting the Remedy Bar for several years and have come to expect a certain level of customer service, what we experienced today set a standard that was below a continental breakfast at a Motel Six, nonetheless a Four Seasons. We arrived when Remedy was opening for lunch at noon. After promptly being seated outside by a fireplace, we then were subjected to a 10 minute wait before our waiter arrived. Once he arrived, he took our order (two cocktails and buffalo wings) and departed. Roughly 10 minutes later our food arrived with our cocktails and we disregarded the initial wait for the server. No more than a minute after we received our food, a naked man stumbles onto his balcony above where the patrons immediately next to us were seated, and he proceeds to vomit on the unfortunate table. The staff was quick to come to assist that table and make accommodations (rightfully so). The party, covered in vomit, goes inside while a cleaning crew continues to disinfect the area - mind you we were the next closest table to this incident, and we were not once acknowledged by the staff. The two other tables outside, farther from the incident, were both swiftly greeted by wait staff who apologized profusely and offered to make things right. 25 minutes pass while we are sitting next to a crew sanitizing the area until someone, not our waiter, comes and simply states "can I get you anything else? " not even acknowledging the situation, or the nearly untouched wings we had in front of us. I replied "well, we have lost our appetite and just need a box" the waiter replies "OK" and $85.00 later we leave with a box of food that was in the immediate vicinity of a man's vomit. Now, I understand the bafoon in the hotel room was not the Four Seasons fault, however the complete lack of service we were provided coupled with the extremely disparit treatment of other patrons is...