Jen

Review of Vail Marriott Mountain Resort

Poor service and lack any customer respect. My hus...

Poor service and lack any customer respect. My husband and I stayed at this hotel July 4-6 for a vacation. Upon arrival, we discovered that the spa and fitness center were under renovation and closed which was disappointing . When we got to our room, we only had one towel so I called down to have more brought up. No towels were brought and I had to go to the front desk to request them after two unsuccessful calls that resulted in no towels. However, all of these little things pale to night two of our experience. The early evening of July 5th began with us sitting on our patio having a drink before a dinner reservation. To our surprise, multiple cops carrying guns showed up on the street outside the hotel. Things were obviously escalating as an officer yelled at us to get inside our rooms. I decided to call down to the front desk after about 30 min to see what was going on, no one picked up the phone. Around 8:00 my husband went down to the lobby to get us wine. He said that it looked like all the cops were gone so he assumed the issue was resolved. He walked from the 6th floor down the stairs to the main lobby where he was immediately confronted by SWAT and escorted out of the building, it was a very scary situation. He borrowed a strangers cell phone to let me know not to leave the room and that he was stuck outside. He was allowed back into the hotel at 10:30 pm. To make this evening even more infuriating, we hadn t eaten anything and decided to call room service. No one answered the phone, and we called constantly to the main desk and room service line for 30 minutes (since it is supposed to be available until 11 pm) before giving up. The overall service on this stay is an issue. My $209 in resort fees and taxes were an absolute joke considering I would have received better service and amenities at the local motel than I did at a hotel I paid over $300 per night for. But, the longer I think about my husband walking around a hotel where an active police pursuit of a man deemed dangerous to the guest, the angrier I get. Why in the world would a call not be placed to rooms to notify us to stay inside with the door locked? This experience was anything but a quality experience and this hotel has no consideration for the safety of its guests.