Lola Thomas

Review of Four Seasons Resort Vail

My family and I travel often, and Four Seasons is ...

My family and I travel often, and Four Seasons is normally our hotel of choice as we are champion members at the club in Dallas. We have stayed in Milan, Buenos Aires, Houston, Los Cabos, Dallas, Orlando, and recently Vail. Trust me when I say that Four Seasons Vail has been the worst experience we had with Four Seasons Hotels. We booked online as always, and were never told nor put on notice that this reservation was prepaid. We travel with toddlers so we don t ever prepaid in case something happens with our kids as was the exact situation this time. Our card was charged $12.900 despite the fact that we checked out 5 days prior to our original departure date. Our 4 year old started to feel sick and become very congested and with all the Covid concerns we decided to cut the trip short.
The manager Leslie Luviano was very and let me say this again, very disrespectful, no class, no manners, and kept laughing sarcastically over the phone when we asked why we were charged for the entire stay. Again, this is the first time Four Seasons charges us upon arrival, according to the manager as she called herself this was Four Seasons policy. Not true at all as we have stayed at many of their locations. She then agreed that this was only Vail policy but again, it was never disclosed to us at the time of booking nor at our arrival.This person should NOT be in a customer service management position at a 5 stars hotel. Unfortunately, we couldn t get the headquarters information as she disconnected the phone pretending she lost me.
We will definitely go back to ski as we do every year, but never again stay at the Four Seasons Vail. Please make sure to get all their terms disclosed before booking there. Thanks.