$700+ room without hot water in the midst of winter and 5+ calls for resolution - The Arrabelle at Vail Square - Trade Reservations
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🤢 2/5 - $700+ room without hot water in the midst of winter and 5+ calls for resolution
By 👻 @Jennifer, 02/23/2022 3:00 am
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We were so excited to spend a week at the Arabelle. We were big skiers and had the experience being good, would've wanted to return here regularly. However, we didn't feel that the Arabelle value its customers. The staff often overpromised (or lied?) and underdelivered. For the price and the branding, our experience with the staff was simply unacceptable and some might argue that the staff's outright lies were unethical.
The types of interactions we experienced should never have occurred anywhere within hospitality, let alone at a so called "top notch" resort:
- We were promised champagne by the concierge prior to check-in and was instead given two drink vouchers that can only be obtained after purchasing a meal at the Tavern.
- The hot water was stopped towards the end of our trip (Feb 4th). No hot water at a ski resort in middle of winter! My husband spent the entire afternoon calling/waiting for resolution while the front desk staff gave non-committal responses as to when the situation will be resolved.
- 5 hours later we went down to speak directly to the front desk. We were still given non-committal responses. To Arabelle's credit, they waived our lunch.
- 8 hours later we were told after calling that the entire Vail didn't have hot water...seemed a bit fishy since the hot tub upstairs was working fine.
- The next day when we checked out, Andrew at the front desk (who was there morning of Feb 5th) told us that all our resort fees for our entire stay would be waived. We found out after we got home that it was a complete LIE. This made us feel that Andrew just wanted to dismiss us and pushed the problem onto the next person.
- After several back and forth with the Arabelle, the final invoice we promised/received did not match with the credit back to our credit card, causing us more back and forth with the credit card company WEEKS after we checked out.
- We were promised by several staff member that the manager would be contacting us for resolutions and no one had called. When we finally called and spoke with a manager (Dante), he claimed it was the first time he was informed of this problem.
We completely understand the glitches happen. But how Arabelle staff handled the situation was very disappointing. We felt we were often given lip services.
Stay here if you want to risk spending hours trying to work with the Arabelle for resolutions in the event of a problem; weeks after the trip.
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