Terribly inefficient customer service. When we arrived a full 4 hours after check in time, the dirty sheets and cleaning cloths were piled by washer in bathroom. The towels meant for our use were still in the dryer. I sent a picture and explained the situation. The rep indicated that she would run it by her team and that it would be lovely if we could do the laundry. This was Mon. I also asked about k cups bc only 4 were provided for 4 people for 4 days. She indicated that the residence does not provide coffee, despite the fact that there were containers of 16 varied creamers and a k cup machine. BY Wed still hadn't heard from "her team" and new issues arose. When we went to use cups and dishes from cupboards, they were obviously dirty. This despite instructions for each guest to run the dishwasher upon exiting. Again I took a picture and got an apology but explanation that things needed to go through higher ups. By departure on Thursday, still no answer. Received a text from someone saying we should have sent pics. We DID and I gave the dates and times and got the response that it "must've got lost in the text string" and then that they could see them. I got the impression that many different employees were looking at info and not communicating with each other. Thursday eve got a call and told to be patient that an answer for resolution was coming. Fri eve at 10:23 p.m. when we were already home and jet lagged and running on no sleep from night at airport, finally got an answer that they couldn't do any credit or refund and again noted we should have sent pics, which I DID but obviously previous staff didnt share. It is frustrating that they didnt even have the facts right. They said that 15% off a next stay would be granted. I wasn't asking for much. A small credit, waving cleaning fee etc would have sufficed. Paid a LOT and didnt expect to be doing laundry and dishes for them. Terrible customer service .
(Read More)
See all hotels in Estes Park
