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“Exemplary Customer Service”

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The Lodge at Vail, A RockResort
Ranked #15 of 30 Hotels in Vail
Certificate of Excellence
Arvada, Colorado
Level 5 Contributor
68 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
“Exemplary Customer Service”
Reviewed 16 July 2013

My sister flew into Denver to enjoy a nice getaway. She got far more than she bargained for at the Lodge in Vail. Greg, Tricia, Brad, Eric and others were incredible. The service they provided us was so genuine and they made sure our every request was met beyond expectation.
We had booked a couple nights here and then were booked at a Rock Resort in Beaver Creek. This particular resort's restaurant wasn't open due to their "off-season". So, with multiple phone calls, they allowed us to go back to the Lodge in Vail and we even got our room upgraded. What a nice touch.
We enjoyed the beautiful, spacious rooms and large bathroom that was plenty big enough for two females to prepare for eventful evenings.
The outside fire pit was wonderful because even in May we experienced snow.
I am taking my daughter this weekend to show her what the Lodge offers. She is ecstatic.

Room Tip: We were given the opportunity to peek at several rooms. They were all stunning.
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  • Stayed May 2013, travelled with family
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Helpful?
2 Thank dfisherak
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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811 reviews from our community

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Rating summary
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Traveller tips help you choose the right room.   Room tips (191)
Date | Rating
  • English first
  • German first
  • Japanese first
  • Portuguese first
  • Spanish first
  • Any
English first
Denver, Colorado
Level 4 Contributor
42 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed 13 July 2013

We usually visit every fall for obvious reasons, however, decided to try high season. It was 100 in Denver and just needed a break! Three days of bliss! The service and accomodations are always above average, but the pool vibe seemed different, maybe they remodeled? We never usually use in September, so we enjoyed the pool staff (joe Smith)and met some fun guests from all over U.S.! In addition to wonderful breakfast every morning at Cucina Rustica, we enjoyed a great filet mignon from Elways on our own beautiful deck, (felt like eating in our robes:)). The spa is perfection...and the hotel couldn't be more perfectly situated in the town of Vail! I have tried at least 10 different resorts in Beaver Creek, Lionshead and Vail. This is where we belong!

Stayed July 2013, travelled as a couple
Helpful?
1 Thank Molliesellsdenver
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Wichita, Kansas
Level 3 Contributor
10 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 13 July 2013

We were comparing Beaver Creek Resort and The Lodge at Vail for our 4th of July Vacation in Vail. The Lodge won over the other due to its location for fireworks and Vail 4th of July activities. After living in Germany for a period of time, we were hopeful this would bring back some wonderful memories as the town is very reminiscent of a German village. We arrived at the hotel very late for our first night's stay and the front desk personnel were very accommodating. They even offered to valet our vehicle at no charge because of our super late arrival. That made a great impression on us immediately.

We requested a room on the parade route when we booked, but apparently they were all taken when we arrived. We were fine with that. The room was clean and cozy. It was definitely not a large room, but it met our needs. The beds were probably the most comfortable beds we have ever slept in at a hotel. The closet storage was impressive too, and there was a keurig in our room which made me very happy!

We had a balcony that overlooked the pool area which had been freshly renovated with a grand opening on the 4th of July, lucky timing! The new pool was a treat, with gas burning fireplaces and bar service. They were severely lacking lawn chairs, so you had to get out to the pool early if you wanted shade and a chair to sit on...otherwise you had to lay out a tail and park it on the concrete.

The maid service was excellent, front desk staff were friendly and accommodating, and even maintenance staff was very helpful. As a special kudos, the valets were actually the most friendly staff at this hotel. The guys were so sweet to our children, and made a point to ask us how we were at every chance they had. They talked directly to our children and made them laugh and smile. We were not going to us valet service, but decided to do so after experiencing their service.

Ok, with all this said...the hotel was great...major complaint that keeps me from giving them an "Excellent" rating is the lack of kid-friendly activities and options. We decided to have breakfast at the hotel the next day after arrival. There was NO kid section on the breakfast menu, and our kids had to be made chocolate milk as a special option. When all was said and done, we paid $90 for breakfast. We were okay with splurging on our vacation, but this was a shock. Although the breakfast was tasty, we did not choose to eat there again for any meal after that. It took extremely long to get our food...even longer than we had ever experienced in Europe which speaks volumes because European dining is notorious for being relaxed and slow when it comes to service. They even squeezed us into a table that was set up for four (we had 5 people in our party), even though there were TWO 6 person large round tables available...this baffled us. The food was excellent, but a few things just turned us off that didn't make it enticing to eat there again during our stay in Vail. There were no other services or activities that were particularly interesting for youth (other than the pool, which I would say is designed more for the adult crowd also). The Beaver Creek Resort near Avon did seem much more suitable for small children, so we are going to look into that one for our next trip to CO during ski season.

I do not wish to end this review on a negative note, as I noted earlier, we were really impressed overall with the hotel and staff. If we had been there as a couple, rather than as a family with small children, we would have had a completely different experience. The hotel is located in the heart of the village, RIGHT on the main walking path. We stepped out the doors and found wonderful shopping opportunities, a great view of the 4th of July parade, numerous restaurants, and some exciting views of the mountains and river. I would recommend this hotel without hesitation, but encourage others to be aware about the lack in attention for families with small children.

Room Tip: Choose a room on the east/north east side for mountain views.
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  • Stayed July 2013, travelled with family
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Helpful?
1 Thank AmyJ714
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Boulder, Colorado
Level 4 Contributor
17 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 8 July 2013

The rooms were well-kept and recently remodeled. Old school ski lodge vibe, but very updated. They just recently updated the pool with new hip furniture and hang "zones" with a bar and food menu. They're still getting their specialty drink skills ironed out, but a simple beer or jack and coke did the trick. The staff was very friendly and I'd definitely recommend this hotel to anyone looking for a nice central place in Vail to stay.

Would have loved a room with AC, but you can't expect it in much of the ski town resorts during the summer.

  • Stayed July 2013, travelled with friends
    • Value
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Helpful?
1 Thank piddonkadonk
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kansas City, Missouri
Level 3 Contributor
24 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 8 July 2013

We stayed here on a whim and we were really glad we did. It was a beautiful hotel, quaint, and charming. The bed was very comfortable and the rooms had ample space with a nice balcony. Walking distance from Vail village and all the bars and restaurants you could possibly want. Also great breakfast at Cucina Rustica- for a great value.

  • Stayed July 2013, travelled as a couple
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Helpful?
Thank rlbucci
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Louisville, Kentucky
Level 4 Contributor
37 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
Reviewed 7 July 2013

We spent a week at The Lodge at Vail over the 4th of July 2013. Our home base was perfectly located in the heart of town. You could literally walk out the door on to the main pedestrian malls.

The hotel is one of the originals in Vail and has apparently been added on to over the years which does create a convoluted floor plan that took some getting used to. The main pool was being renovated but we were able to use the one at the Vail Mountain Club next door.

The house restaurant offers a nice alfresco breakfast in a charming courtyard and the adjacent Elway's also offers outdoor dining, though we found the Elway's food unsatisfying.

Our room was a suite in the International wing with a balcony overlooking the ski slopes. It had a huge bath, comfortable bedding and a gas fireplace. We would definitely try to book in this wing if we return. Be sure to request a mountain view.

The best feature was the staff. Th front desk was friendly but not cloying. Lana helped us work out a reservations bug (not the hotels fault) that would have seriously crimped our vacation. The bell staff was very friendly and responsive, particularly Brad. The $20/day valet service was quick and, in parking challenged Vail, necessary.

All in a very good experience and one we would repeat

Room Tip: Request mountain view in the International Wing. Beware that the "luxury rooms" are nice...
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  • Stayed July 2013, travelled as a couple
    • Value
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Helpful?
2 Thank Kent O
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
LAV81657, General Manager at The Lodge at Vail, A RockResort, responded to this review, 9 July 2013
Dear KentO

I appreciate you taking the time to post a review of your recent visit to The Lodge at Vail. Thank you for the wonderful feedback on our staff, I have already shared these comments with them. I am also thrilled to announce that our new pool is open for business. The fully renovated area includes two new oversized hot tubs, all new landscaping and furniture, two gas fireplaces, a waterfall and a full service grille and bar. I hope you will have an opportunity to return to the hotel soon to try it out for yourself.

Regards

Stephan Nicolas
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Phoenix, Arizona
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 7 July 2013

Our room and beds were great, the bathroom was modern and spacious, we had a nice balcony with a great view of the mountains, the location is convenient to the heart of Vail, and most of all we had a great customer experience. We had booked our room through Priceline.com, but because of a family emergency we couldn't stay on the purchased night. Priceline wouldn't do anything for us, but the Lodge at Vail's management was very compassionate. Not only did they agree to change our date, but they gave us a room upgrade, and took extra good care of us during our stay. They made an otherwise difficult time for our family a positive and memorable experience. We can't wait to return for another visit to this great hotel!

Room Tip: Upper floor rooms offer better views of Vail and the mountians.
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  • Stayed July 2013, travelled with family
    • Value
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    • Service
Helpful?
1 Thank Wulf77
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about The Lodge at Vail, A RockResort

Property: The Lodge at Vail, A RockResort
Address: 174 E Gore Creek Dr, Vail, CO 81657-4511
Phone Number:
Region: United States > Colorado > Vail
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Kitchenette Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Ski-In / Ski-Out Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#5 Ski-In / Ski-Out Hotel in Vail
#6 Business Hotel in Vail
#8 Luxury Hotel in Vail
#9 Spa Hotel in Vail
#11 Family Hotel in Vail
#13 Romantic Hotel in Vail
Price Range (Based on Average Rates): £££
Hotel Class:4 star — The Lodge at Vail, A RockResort 4*
Number of rooms: 171
Official Description (provided by the hotel):
Welcome to Vail's most iconic hotel. The Lodge at Vail is Vail's first hotel, and remains the cornerstone of Vail Village, located just steps from Gondola One. Revel in the proximity to the slopes, savor exceptional on-property dining at Cucina and Elway's. After a day on the slopes, relax in the lounge at Pool One, peruse the plethora of shopping options along Gore Creek Drive, and enjoy authentic Rocky Mountain hospitality, all at Vail's original hotel. ... more   less 
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Also Known As:
The Lodge At Vail, a Rock Hotel Vail
Hotel Vail a Rockresort
a Rockresort Hotel Vail
Lodge Vail

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