This marks the first time that I have ever been so upset with my accommodations that I was compelled to share my terrible experience with others. DO NOT STAY AT THE LANDMARK IN VAIL.
The Landmark at Vail had HORRIBLE customer service. It began right off the bat when we arrived the front desk, the man was not friendly or inviting at all and seemed like we were inconveniencing him by merely checking in. Over looking that, we got our room keys and proceeded to our condo (# 202) where we immediately noticed that one bedroom had a king bed and the other had a set of twins. It clearly stated on our reservation 4 adults, and we requested 2 kings. I understand they cannot guarantee bed types, which would be fine if they were queens or even doubles, but nowhere on their website does it say that we would be stuck with 2 twin beds. We then went to the front desk to alert them of this and to see if there was anything they could do to help us fix the situation. This time a different guy attempted to help us (and again, it seemed we inconvenienced him to even inquire about this), his first attempt was “sorry, we cannot guarantee bed types, there’s nothing we can do.” We then returned to our condo, started to unpack and again feeling a very misled that our condo was not near as nice as those pictured our your website. We went back to the front desk again to see if there was anything they could do and after 30 min of discussion, we ended up just dealing with it (by dealing with it, I mean sleeping on the floor with 2 twin mattresses pushed together, which we had to do, because no one would even help us do that).
Lastly, the next morning at 8AM there was day-old coffee in the lobby. And the lobby was full of people waiting to be helped by the single person behind the front desk. These things are not that hard to get right.
To Recap here’s what to take away from the Landmark:
-Rude service at the front desk during check in
-Misled from the website on both bed types and condo appearance
-Terrible customer service when trying to address an issue with the patron
-Very poor quality beds, bedding, and pillows
We will never again stay at any Destination Resorts Property, nor will I ever recommend them to my friends and family.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
11 February 2012
I apologize for your disappointment during your recent stay at the Landmark Condominiums. Destination Resorts Vail prides itself on our courteous, capable, committed guest service staff. I regret that your reservation request did not contain a specific request for double beds and most of our two bedroom condominiums offer a queen bed or larger in one bedroom, and two twin beds in the other bedroom. When my Executive Housekeeper met with someone in your party shortly after your arrival and discussed how the twin beds could be pushed together, we were was instructed to leave them as they were. We also offered another unit which would have fulfilled your bedding requests and you chose not to move. If you will give us the privilege of having you as our guest again, please call us direct, or take advantage of the ability to "Search & Select a Specific Unit" that is offered on our website. This will ensure that you get the specific unit you would like along with the all of the amenities that condominium has to offer. Again I apologize for your disappointment.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC