Management non responsive
Andrew or Management,
My first time to Vail. I stayed in Rm #108 for the first 3 days and all was fine. I booked an extra two days and Matt informed me in our Email, that I might have a room change, which was fine(Hotel had been booked because of Pres. Day Weekend). We packed up on Friday(i had called to see if we needed to move) and moved to Rm # 451. All was fine. On Sat as we returned from the mountain, we found we had been moved again without notice to Rm #216. We wouldn't have mind being moved again, but we should have been called. Worse was that our belongings were placed in a gray trash/ski gear cart with a suitcase placed on top of ironed cloths on hangers(common sense there and the fact that I was told the job had been under Management supervision). I noticed there were unused luggage carts by the front door which should have been used. As I pushed the cart to my room, I thought to myself. Is this really the best "Mountain Haus" customer services has to offer? It for sure wasn't a "Mountain Haus" experience to be remembered. The weekend experience didn't make the trip horrible. Thank you very much for coordinating the CME to get my wife up from Denver and for the Larkspur reservations. Your staff was very courteous throughout our trip.
Sorry for the delay in responding to your earlier email, this unfortunately is the first time I have seen, or heard of this. I spoke to Andrew by phone this morning to see what happened.
I do remember that you would have to move from the ###### block and then move again due to the busy weekend, but normally the front desk would tell you when you picked up the new keys for the room, as well as leave a message on the room phone about the move. Apparently those did not happen, I apologize for that, as well as the treatment of your items during the room move, as that is unacceptable and not our normal treatment of guests personal belongings.
We would like to make things “right” for you and your family, perhaps there is something we can do if you are considering a future trip to Vail?
Director of Sales and Marketing
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