It is my understanding that this hotel recently switched owners & is now "Hotel Estes". Congratulations to the new owners, but you do have some work to do.
Having worked in the hospitality industry for several years, I have some expectations. I do base my expectations on what we pay, so I wasn't expecting too much here. My complaints are just basics, & with a little bit of communication, teamwork, effort & investment, can be fixed easily.
We came up from Denver for St. Patrick's Day weekend & we had a great time hiking, walking around the lake, & seeing old friends in town. The location of this hotel is great...if you're going into town to drink it's just a short walk back "home" to avoid the Estes Park DUI Force. They have a pool & a small hot tub, which were understandably closed for the season - but it would be a great amenity in the summer months! It was also just a short walk to the lake for a nice morning walk.
The first problem we had was checking in. I had called around 9:30am to confirm our reservations & that we were bringing our dog with us. I was told everything was fine and we were in a pet friendly room. When we arrived, they only had us booked for 1 night (we had booked 2) and we were not booked in a pet friendly room. Not a problem, easy enough to switch. The front desk girl switched us to another room - we checked it out before we brought our bags & dog crate up the stairs (thankfully).
Thumbs down - all of the furniture was on top of the beds!
Thumbs up - it was very obvious the room had just received a serious deep clean.
We went back to the front desk and were moved back to the original room, had to sign a new registration slip & were placed back in the first room that is not pet friendly under the terms that "The dog will be fine."
One of the beds sagged so bad in the middle that it was impossible to even sit on. The second bed was as hard as a rock & the mattress pad bunched underneath the sheets.
The people in the room above us did not stop moving all night - which is not the hotel's fault - but the fact that we could hear them all night sucked. There was very clearly not a lot of sound proofing work done when the hotel was built. Every time the next room over used their sink, shower, or toilet, our pipes rattled severely - it sounded like someone was trying to break in through our bathroom window.
Recommendations to the new owners:
Replace the mattresses. Sleep quality is important to your guests, and you will get better reviews and in turn more repeat guests.
Replace the duvet covers / comforters. They are very out of date & way beyond "rustic".
Replace the TVs. Flat panel TVs are less expensive now than tube TVs were when the current tube TVs were put in. Small touches like that mean a lot to guests. Again, you will get better reviews and in turn more repeat guests.
Make sure your front desk staff knows what's going on. We should have been placed in a pet friendly room to begin with, since I did call to let your staff know we were bringing our dog. Additionally, we should have never been sent to a room that wasn't clean & inspected. Communication is important, even if it's not technological.
- Official Description (provided by the hotel):
- Hotel Estes is located in Estes Park, Colorado, near Lake Estes, just 1 mile from downtown Estes Park. The hotel has sweeping mountain views and is just 5 miles from Rocky Mountain National Park. Hotel Estes has been recently renovated by the Hochstetler family and is now a family destination experience! ... more less
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- Also Known As:
- Tyrol Mountain Hotel Estes Park
- Tyrol Mountain Motel