Waterlily Ng

Review of Cheyenne Mountain Resort

Planning a large event here. Stayed overnight to s...

Planning a large event here. Stayed overnight to see the resort and grounds. There was a thunderstorm the afternoon we arrived and basically 90% of the activities shut down. They sounded a warning bell which meant no more golf, volleyball, tennis, outdoor pool or beach, no sitting by the outdoor fire, etc. We really noticed the lack of indoor entertainment they had. Besides the spa and sports bar and restaurants there wasn't much to do.
Planning our event with them is a whole other story. I would give them negative stars if possible. This place has a high staff turn over rate. We are already on our 3rd personal assistant/sales associate. In my attempt to book a room for my 1 night stay with the sales associate in charge of our event, she did not respond to any of my emails leading up to the stay. Her last email stating there is a room for me, asking if the room rate was alright and that she would waive the resort fee for us. She did not answer any of my responding emails. The very night we were to leave for the resort I called the front desk and found out she did not book my room. I did a last minute room booking, met up with the sales associate after she finally answered my call the day I arrived. She adjusted my room rate but I later found out the resort fee was not waived. Responses from them take about 3 days to 2 weeks. That is after many sent emails and phone calls. They have many excuses "the computers are acting up, your emails just popped up", "I was out of office unexpectedly", "I was busy with a few groups", "She is on vacation". While we understand they are balancing many parties, professionally they should be at least be acknowledging our attempts to contact them, or they should have an 'Out of Office' message up. We booked with them 6 months ago and we have nothing to show for it except a few room blocks. All other planned activities, conference rooms, and food planning have yet to leave the ground despite our best efforts to plan this event. We are currently rethinking this place as our event location. Unfortunately per the contract we would forfeit 25% of our deposit if we cancel. Good way for them to make money by doing nothing...