Grand Hyatt Vail Resort and Spa

Dated and Filthy

2.0

We chose this hotel for our anniversary getaway, expecting a luxury experience, but unfortunately it was a major disappointment. When I made the reservation, I noted that we were celebrating our anniversary and requested a room with a balcony. None of those requests were acknowledged. There was no anniversary greeting, no recognition of our loyalty as a member, and check-in felt completely robotic and impersonal. The property itself is simply not a luxury hotel. It feels dated and poorly maintained, but the biggest issue is the lack of housekeeping and management oversight. The pool and spa area was consistently filthy throughout our six-day stay. Dirty dishes and leftover food were left sitting around for hours, trash cans overflowed, pillows were scattered across the ground, and the water station was empty and dirty despite an attendant being nearby. The cold plunge pool was empty and filthy. I reported these issues to management, and even two hours later nothing had been addressed. The lobby and gathering areas were no better. Food remained on the floors, tables were dirty, and cushions were left scattered on the ground. I personally brought these conditions to the attention of the front desk, which was only about 100 feet away, and even asked them to come see for themselves. They never even got up to look and seemed completely unconcerned. Adding to the unpleasant experience, the lobby had an overwhelming odor of feces. During our entire six-day stay, the guest corridors were never vacuumed. The same strings, straws, crumbs, and debris remained on the floors day after day, making it obvious that basic cleaning was not being performed. I specifically discussed these concerns with a manager named Irina. She simply nodded and appeared completely unfazed by the conditions or our concerns. A small credit was applied to our stay, but it did little to make up for what was supposed to be a romantic, luxury anniversary vacation. When you don't feel comfortable using the spa or pool because of the cleanliness, and you lose confidence in dining at the property's restaurants because of the overall condition of the hotel, a small credit is simply not an adequate resolution. I rarely leave negative reviews, but travelers looking for a true luxury experience in Vail should know that this hotel fell far short of expectations in cleanliness, maintenance, service, and management responsiveness.

Switcheroo from the start

2.0

It’s a fantastic property but when we arrived we were notified they were overbooked and moved us to a far lesser location. We did get a refund, which we haven’t seen yet, and access to amenities but it put a very different spin on my birthday weekend.

− We didn’t actually get to stay

My go to in Vail

10.0

Beautiful property along the lovely creek. Suites are spacious and clean. I like the creekside executive suite. This is our second visit. Ski season was great. The lift is at the hotel. How perfect is that?

Disappointing Stay Made Worse by Poor Customer Service

2.0

I was very disappointed with my most recent stay at the Grand Hyatt Vail. Late one evening, I had to switch rooms because the window shade would not lower, making it impossible to darken the room. I also discovered that I had been charged three separate times for a single purchase at the spa. While mistakes can happen, what was most frustrating was what happened afterward. I made multiple attempts to contact the hotel to resolve these issues, but no one returned my calls. In the end, I had to work directly with my bank to dispute and reverse the duplicate charges. The room issue and billing errors were inconvenient, but the complete lack of follow-up and customer service was the most disappointing part of my experience. I expected much better from a Grand Hyatt property.

Creek retreat

10.0

Beautiful creek location. Walk or shuttle to central Vail, Cool building and attentive staff. On Monday afternoon there was a wonderful nature walk with a local guide.

Disappointing

6.0

we have been at this hotel many times before, but unfortunately, this time the hotel did not live up to our expectations. Our room was veryloud and lacked basic amenities such as hand soap. The shower also had a musty smell. We brought our young children, who are very excited about family activities. Unfortunately, there was no movie. There were no snacks by the pool and the soft serve ice cream machine was broken. These are not dealbreaker, but our kids were looking forward to them. We also had an unfortunate interaction with someone working at the front desk, who was quite rude. I am not sure if these things were. I want off or not and I am also not sure if we will be back to learn the answer to that .