Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/19/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We stayed 1/13/24-1/15/24 checked in about 3pm. Room 1 - 103 - broken bed Room 2 - the lodge - 1-103 - stayed sheets, covered in blood and unknown yellow and brown stains Room 3 - room 303 - no hot water, carpet torn at doorway threshold, cut foot on carpet staples, room smelled like dirty gym socks. Room 4 - the aspire - room 217 - only nice rooms on the property, it’s their newer spa. Only thing to note is the iron didn’t work. In order to get from room to room we had to walk outside in -12 with no help from anyone since they don’t provide concierge. They don’t scrape the snow off sidewalks or salt so it was a treacherous walk. They refuse to let you speak to management, and stingy with refunds. I paid close to $750 and am being offered 20% for my 2 night stay that I had to be moved into 4 separate rooms due to their lack of caring about their hotel. It’s a cash grab that’s all.

• Initial Complaint

  Date:10/16/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our family recently had the pleasure of celebrating our parents' 70th birthday by renting one of the Residences at the iconic Stanley Hotel. The excitement was palpable as we were expecting a spacious accommodation that could comfortably sleep nine guests. However, upon our arrival, we realized that the advertised "sleeps 9" claim might include utilizing the couch for sleeping, which wasn't as comfortable as we had hoped. Our check-in experience had its share of hiccups, with an unexpected delay of over an hour due to our room not being ready. To make matters worse, we discovered that the front door was broken, making it impossible to secure the unit properly. Throughout our stay, we faced ongoing issues, including a shortage of essentials such as towels, toilet paper, and paper towels. Fortunately, after reaching out to housekeeping, they promptly provided the necessary items. However, we were compelled to purchase paper towels ourselves. The kitchen utensils were insufficient for a party of nine, with only 6 forks, 7 knives, and 8 spoons available. Some of us had to resort to using serving utensils during meal times. The condition of the frying pans was less than ideal, as their non-stick coating had been considerably worn off over time. In terms of maintenance, the toilet continued to run, the towel bar detached from the wall when we attempted to hang a towel, and the shower's soap and shampoo were depleted. The drain in the tub was blocked and we found ourselves standing in dirty pooled water in the shower. The cleanliness of the unit was subpar, with remnants of trash left behind by the previous occupants and a filthy floor. To add to our dismay, we discovered a frozen and broken beer bottle inside the fridge's ice maker, with beer and glass spilled all over the ice. Despite these inconveniences, we persevered, making the best of the situation, finding humor in the chaos, and cherishing precious family time. However, our patience was tested when our numerous calls to management went unanswered. Our attempts to speak with the manager proved equally frustrating, as we were met with a continuous stream of unavailability excuses, including illness, travel, and absence from the office. It took 14 phone calls and about 6 emails before receiving an email from Stephen. Stephen who never once asked what happened. This is the one and only form of communication from him. He told us we should of checked out early (where would a family of 9 go last minute?) and then said next time we come to Estes Park, we should stay elsewhere. Finally, after a week of persistence, we were able to speak with a manager, Stephan, who offered a rather disheartening solution by suggesting we stay elsewhere on our next visit. He also suggested we should of just checked out early rather than stay the whole time. This response left us disheartened, especially considering the long history of our visits to the Stanley. Initially promised a 15% refund from one person, we were only offered a mere $130 discount from another, which did not even cover the $150 cleaning fee. Our two-night stay, which had cost over $1500, remained without any meaningful discount. As a local enthusiast who has visited the Stanley Hotel on numerous occasions, including hosting my own wedding there (as you can imagine that cost), this experience was profoundly disappointing. We believe that a more compassionate and empathetic approach from the management could have transformed this stay from a series of mishaps into an opportunity for lasting positive memories. Sadly, this was not the case, and it was a stark departure from our previous experiences at the Stanley. I am of the belief that I will take Stephen up on his advice and stay elsewhere. I'm not too sure he understands the implications that advice comes with but that was his way. :(

• Initial Complaint

  Date:08/07/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1) Numerous check-in issues 2) given a queen studio despite booking a king studio 3) the rates they are attempting to charge are substantially higher (almost over $1,500K higher) than the contracted rates 4) they refuse to respond to calls, voice mails, emails and faxes 5) this is civil theft not to mention appalling bad customer service both while on property and after

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked two nights stay at the Stanley Hotel for April 9 and 10, 2023 at $319.00 per night plus taxes. Our room was very warm with the average temp being 80 degrees. Upon reporting this to the front desk, my wife was informed that they could do nothing about the heat as it comes from the boiler and recommended that we open the windows and the door. We informed them that this was not acceptable as my wife suffers from allergies. The hotel took no action to help the situation and did not even offer to move us.

• Initial Complaint

  Date:12/14/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made reservations at the Stanley hotel during a promotion they said they were having on their website were the hotel room was complementary (or subject to cleaning fees only). Since this was in the month of October year 2023, at Halloween time and it’s the Stanley, the promotion was very viable. I received a confirmation of the reservation and took a screenshot. I attached this. I also let other friends and family know about the promotion in case they wanted to come on the trip. I’m got a notice the reservation was canceled a couple weeks later. I made travel arrangements and took pto, so I now have monetary losses. Called the Stanley after they cancelled the reservation, and they stated they were having an issue with their website and that the complimentary promotion that was advertised, in which I reserved two rooms for, would not be honored. There was no attempt made to offer the room ant the rate that was advertised. Businesses should be held responsible to uphold their promotions as advertised. There was any no other compensation or discount offered. This business should be held accountable for the promotion they offered.

  Business Response

  Date: 12/16/2022

  Good Morning Clay,
  
  If its regarding the comp reservations that have come in the system. We have reached out to every guests that had come in to the system with a comp reservation. Our system was not open for his to happen. We got on it as quickly as possible. With phone calls, emails, and a 3rd follow up. Some guests, just cancelled, and we had some that confirmed there reservations, with all the apologizes. We did give them time to reach out to us before we cancelled there reservations. Since they didn’t give us a chance to make this right, we cancelled there reservation.
  
  An email was sent out. They could call us and we could reinstate it, but the rates have been put in the system and we are current with rates till end of the year of 2023.
  
  Please let me know if you need any further information.
  
  Thank you,
  
  Tammi A. H***
  Reservation Supervisor
  The Historic Stanley Hotel/Fall River Village Resort
  333 E. Wonderview Ave.
  Estes Park, CO 80517
  [email protected]
  Work: 970.577.4126

  Customer Answer

  Date: 12/16/2022

  Complaint: ********
  
  I am rejecting this response because: I believe this is a case of false advertising and the response given did not speak to that. Also, I  put money for making plans based on the confirmed reservation. I do not believe it is right to put that on the consumer. Had a discount been offered that would have been a better resolution. The apology offered was minimal and unsatisfactory. We are busy Americans and sometimes we can’t get to a phone call or email right away because of a multitude of reasons. I believe the business is responsible for upholding their advertisement and the BBB should help hold business accountable. 
  
  Regards,
  
  ****** ******

  Business Response

  Date: 12/16/2022

  Unfortunately, our system was closed, guests should have not been able to make a reservation during that time frame. We did reach out to every guest, and apologize and offer other options to these reservations, since the rates are currently updated and also the system is open to make a reservation. 

  If guest is wanting a discount for the inconvenience, we can do that. We are willing to work with all our guests through this.

• Initial Complaint

  Date:08/15/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a guest at the Stanley Hotel in Estes Park, Colorado from July 30,2022 through 08/02/2022. In entering their elevator the door closed on my wrist (hand) causing swelling and bruising. I went to the front desk to file a injury report but was told that wouldn't be necessary that the Hotel manger would catch up to me. Four days straight I went to the front desk asking for the manger and was told he wasn't on the hotel grounds. The hotel rooms didn't have landlines in the room but I left my name, room number & cell phone. After returning to Arizona I finally had contact by email with ***** K**** from Human Resources. She said she talked to the young man that was working the tour desk that got my hand out of the elevator door and was told the elevator never closed on my hand. They had four days to resolve this problem but never contacted me to see the injury on my hand and she also said the elevator would have never closed on my hand.

  Business Response

  Date: 08/30/2022

  The elevators at the Stanley Hotel are inspected annually by two party inspectors and in compliance with state and federal regulations. Elevators are built for safety not durability, they are tested to make sure they are functioning correctly to ensure the safety of all users. The Stanley Hotel has had a license for the last 26 years and we have never had an elevator door close on anyone.

  The HR Manager was briefed by the two Stanley Hotel employees who assisted the guest in question and reached out to guest on August 11th, 2022. They admitted to physically prevent the elevator door to injure the guest. Nevertheless, one of the employees accompanied and assisted the guest to their room to make sure they were okay. 

  Customer Answer

  Date: 08/30/2022

  Complaint: ********
  
  I am rejecting this response because:
    There was three young men working the tour desk by the elevator that my hand got caught in but only one from the three stepped over to help get my hand out from the closed elevator door. This accident happen on the day I checked in it was reported to the front desk immediately and we requested to file a injury report but were told by the front desk it wouldn't be necessary as the hotel manager would catch up to us. The front desk had my name, room number and cell phone number. Four times on four different days requested at the front desk to speak to the hotel manager. We remained on the hotel grounds for four days & not once did the hotel manager reach out to us. The problem could of been resolved while we were at the hotel but no one would end up contacting us. We were told all four times the manager was not on the hotel grounds. The young man that helped us should of filed a accident report but didn't if someone had a injury at the hotel they should be aware of the accident. The hotel refuses to acknowledge that the elevator did close on my hand & they need to take responsibility 
  Regards,
  
  ****** *****

  Business Response

  Date: 08/31/2022

  The Front Desk Manager reported the incident to the Director of Human Resources. She did a thorough investigation of the incident; which included interviewing the staff from the Tours department. In addition, she met with our Director of Engineering, who confirmed that the elevator was operating properly, to include all safety measures were in place. Our Director of Human Resources reached out to Mrs. ***** to 1) Acknowledge the incident, and 2) Share the findings of the investigation. The Stanley Hotel is constantly retraining staff to improve service for our guest satisfaction to include handling guest incidents. The Stanley Hotel is saddened that Mrs. ***** had an unpleasant experience at our property.

  Sincerely,

  
  The Stanley Hotel

  Customer Answer

  Date: 08/31/2022

  Complaint: ********
  
  I am rejecting this response because:They did not contact me by phone and they did contact me by email 11 days after the accident The are not taking responsibility for the accident that happened at their hotel. The first email I got was from ***** **** asking what I wanted to speak to a manager She gave me two name to contact Bill Manager & Savannah assistant manger and neither one responded to me. The first information I got was not until 11 days after the accident Why did not one tell me that there was an investigation the first I heard of this was when they responded to the BBB ***** ***** is calling it an unpleasant experience in her last reply to the BBB It was an accident not a unpleasant experience No one askes me for the pictures that were taken of my hand swollen & black & blue. I have every email that I sent to them and I have every email they have sent to me that I would be happy to turn over to the BBB. The first I heard from them was 11 days after my accident but in their reply they paint a different picture.  Once again the had four days to see me and take a injury report at the hotel. Not one person reached out to me while I was at the hotel
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:08/09/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I had reservations/tour tickets at the Stanley Hotel in August 2020. We had to cancel due to the Covid pandemic. The Stanley requested we accept their gift certificates instead, because they could not afford to give everyone refunds, and they offered to add 25% to their gift certificates if we did so. They told us the gift certificates could be used for anything on their property. We accepted the gift certificates, to help out a local business during that difficult time. In January 2022 I tried to use these certificates and ran into problems- the prices nearly doubled, they no longer accepted my 'CO resident discount', and told me I can only use the certificate funds for renting rooms and nothing else, and the reservationists could not make the reservation for less than 2 nights, which would now cost more than our certificates were worth. I spent many hours trying to find someone who could help me, and finally got an answer in February 2022, which I thought had solved my problem. A manager told me I could make the reservation for 1 night, which I happily did, and that they would soon be implementing a room-charge system which would enable us to use all of the extra funds on our gift certificates for tours, restaurant, etc by charging it to our room. I have a printout of his confirmation. However...now, 6 days before our reservation day, I call to confirm our details, and discover that, although I do have the reservation, they do not have a way for us to use our extra gift certificate funds for any charges other than the room. I have been unable to contact any management to work this issue out before our arrival soon. I cannot get a response via phone or email from anyone involved. My family has flown in from out of state to make this a one-time celebration - I am now concerned we will have $700+ sitting uselessly in gift certificates that we cannot access, even though we paid the money to the Stanley in 2020.

  Business Response

  Date: 08/30/2022

  The Stanley Hotel honored and allowed the guest to use their gift certificates around the property during their stay. 

• Initial Complaint

  Date:07/26/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 14, 2022, using the Stanley Hotel's website reservation capability, I reserved a Superior King room at the hotel for August 23 and 24, 2022. The website showed that the rate would be $449 for the first night, with the second night free. The rate was under the "SPA" package; there was an explanation that the spa was temporarily closed. I assumed the free night was a midweek promotion designed to attract customers in light of the spa closure. As required I paid $488.06 to hold the rooms. I am uploading the reservation and confirmation information I printed from the website in May. On July 16, I consulted the hotel's reservation system in an effort to confirm the building in which the reserved room is located. (The hotel has a classic "main" building and some newer buildings as well.) In doing that, I noticed that the confirmed rate for the room was not what it had been at the time of my reservation. Rather, it had been increased to be $449 for each of the two nights. The complimentary room had vanished, and the hotel was now showing a charge for both nights, totaling double the original, confirmed cost. The hotel had never contacted me about this change. I immediately called the hotel and spoke with Alexandria Molaei. I explained the situation and told her I would email her the confirmation I had, which I did on July 17. She said she would contact her manager. On July 21, Ms. Molaei called me and said that she had spoken to her manager, and that the hotel was not going to honor the reservation rate, claiming it was the result of a website error. After making the reservation in May, we have made other travel plans based upon the confirmed - and paid - reservation at the Stanley Hotel. Regardless of that, however, we have a binding contract with the Stanley Hotel under the terms as set forth in the confirmation. Furthermore, I have fully paid all amounts due. Even if the hotel made a mistake, it is obligated to honor the reservation and contract.

  Business Response

  Date: 07/27/2022

  The Stanley Hotel will honor the complimentary room. The reservations department will contact the guest to confirm the correction.

  Regards,

  Fabiola.

  Customer Answer

  Date: 08/08/2022

  This resolution is acceptable.