Snowmass Mountain Chalet

Complaint: [redacted] I am rejecting this response because:Dear Revdex.com,This is a fabricated story.I was upset but it was not as bad as what they are describingPeople are naturally going to try and cover themselves, especially these peopleVery infrequently do I get real upset, and when I do there is a reasonAnyone can loose their cool when pushed hard enough.It is fine with me that I do not return there for vacations.The parking lot may be walking distance, but at high elevation, near zero temperatures, and arriving after a long day driving, YES IT IS A BIG DEALI would have moved my car to the parking lot the next day.Yes, I have no problem not returning hereThere are far nicer people in townYou can go ahead and close the case Regards, [redacted]

[redacted] Good dayThe guest that filed the complaint against our business has an interesting take on what transpired while they were hereFirst, we went out of our way to accommodate multiple arrival/departure date change requests close to the arrival and did so without any penalty at allWe spent considerable time on this only to have the guest contact us again and again for the sameThey arrived later in the evening and refused to pay to park in our garage or purchase a town lot parking pass which are the only options around and apply to every property in the villageThe guest insisted on parking in front of the hotel where we only have a few spots that are utilized for arrival and departureHe began yelling very loudly at my front desk employee and displaying unstable conduct and very concerning languageThis continued for a few minutes and remarkably my agent didn't lose her coolThis was witnessed by more than one other guest who made a point of finding me the next day to explainBy the time they got to me, I had already encountered this guest in the dining room after my housekeeping staff alerted me that they were demanding our kitchen cook them exactly what they want for breakfastWe have a set menu daily that we prepare, we are not a made to order process, we do not have a menu and we do not charge anything for the breakfast or lunchIt is complimentary and part of the nightly rate whether guests partake or decide not toIn fact, this guest is well aware since it has been the same scenario for yearsStaff indicated that this guest was causing a scene and making everyone uncomfortableI intervened and expressed all of this to the guest and received only resistance and completely disrespectful behaviorI explained to the guest all of the other options within walking distance of the hotel and went so far as to provide a free breakfast card to the guest for one of the businesses close byHad I known at that time the extent of his behavior the previous night, he would have been removed from the property and given his money backDuring our discussion, the guest was making a number of disjointed comments about what every other hotel they have ever stayed at does as well as over and over commenting that we were "stealing from him" although we do not charge anything for the foodThe bottom line is that there is literally nothing else we could have done and this particular guest was simply unappeasable regardless of what was attempted? After that conversation, I was approached by one of the aforementioned guests who proceeded to let me know they were in the lobby the previous evening when this guest checked inHe said he was so stunned by the conduct he witnessed that he was flabbergasted that my employee remained professional and calmHe added that he had never seen anything quite like it and it was so embarrassing that his wife had to leave the lobbyThis sentiment was echoed by another guest I spoke to as well as every staff member he encounteredMoreover, it was discussed at length and decided that we would include notes in this guest's account that they are not welcome back on our property for any reason in the futureI would be happy to get written statements from at least one member of every department I have if it would be of any help.Please feel free to contact me if there are any questions.Thank you.SCOTT H [redacted] ? I ? SENIOR MANAGER HOTELSPO Box 5066, Daly Lane ? ? ? ? ? ? ? ? ? ? ? Snowmass Village, CO ? ? ? ? ? ? ? ? ? ? ? ? t ? f 3650www.mountainchalet.comwww.snowmasshospitality.com

Complaint: [redacted] I am rejecting this response because: Dear Revdex.com, This is a fabricated storyI was upset but it was not as bad as what they are describingPeople are naturally going to try and cover themselves, especially these peopleVery infrequently do I get real upset, and when I do there is a reasonAnyone can loose their cool when pushed hard enoughIt is fine with me that I do not return there for vacationsThe parking lot may be walking distance, but at high elevation, near zero temperatures, and arriving after a long day driving, YES IT IS A BIG DEALI would have moved my car to the parking lot the next dayYes, I have no problem not returning hereThere are far nicer people in townYou can go ahead and close the case Regards, [redacted]

Complaint: ***
I am rejecting this response because:Dear Revdex.com,This is a fabricated story.I was upset but it was not as bad as what they are describingPeople are naturally going to try and cover themselves, especially these peopleVery infrequently do I get real upset, and when I do there is a reasonAnyone can loose their cool when pushed hard enough.It is fine with me that I do not return there for vacations.The parking lot may be walking distance, but at high elevation, near zero temperatures, and arriving after a long day driving, YES IT IS A BIG DEALI would have moved my car to the parking lot the next day.Yes, I have no problem not returning hereThere are far nicer people in townYou can go ahead and close the case
Regards,
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Good dayThe guest that filed the complaint against our business has an interesting take on what
transpired while they were hereFirst, we went out of our way to accommodate multiple arrival/departure date change requests close to the arrival and did so without any penalty at allWe spent considerable time on this only to have the guest contact us again and again for the sameThey arrived later in the evening and refused to pay to park in our garage or purchase a town lot parking pass which are the only options around and apply to every property in the villageThe guest insisted on parking in front of the hotel where we only have a few spots that are utilized for arrival and departureHe began yelling very loudly at my front desk employee and displaying unstable conduct and very concerning languageThis continued for a few minutes and remarkably my agent didn't lose her coolThis was witnessed by more than one other guest who made a point of finding me the next day to explainBy the time they got to me, I had already encountered this guest in the dining room after my housekeeping staff alerted me that they were demanding our kitchen cook them exactly what they want for breakfastWe have a set menu daily that we prepare, we are not a made to order process, we do not have a menu and we do not charge anything for the breakfast or lunchIt is complimentary and part of the nightly rate whether guests partake or decide not toIn fact, this guest is well aware since it has been the same scenario for yearsStaff indicated that this guest was causing a scene and making everyone uncomfortableI intervened and expressed all of this to the guest and received only resistance and completely disrespectful behaviorI explained to the guest all of the other options within walking distance of the hotel and went so far as to provide a free breakfast card to the guest for one of the businesses close byHad I known at that time the extent of his behavior the previous night, he would have been removed from the property and given his money backDuring our discussion, the guest was making a number of disjointed comments about what every other hotel they have ever stayed at does as well as over and over commenting that we were "stealing from him" although we do not charge anything for the foodThe bottom line is that there is literally nothing else we could have done and this particular guest was simply unappeasable regardless of what was attempted After that conversation, I was approached by one of the aforementioned guests who proceeded to let me know they were in the lobby the previous evening when this guest checked inHe said he was so stunned by the conduct he witnessed that he was flabbergasted that my employee remained professional and calmHe added that he had never seen anything quite like it and it was so embarrassing that his wife had to leave the lobbyThis sentiment was echoed by another guest I spoke to as well as every staff member he encounteredMoreover, it was discussed at length and decided that we would include notes in this guest's account that they are not welcome back on our property for any reason in the futureI would be happy to get written statements from at least one member of every department I have if it would be of any help.Please feel free to contact me if there are any questions.Thank you.SCOTT H*** I SENIOR MANAGER HOTELSPO Box 5066, Daly Lane Snowmass Village, CO t f 3650www.mountainchalet.comwww.snowmasshospitality.com

Complaint: ***
I am rejecting this response because:Dear Revdex.com,This is a fabricated story.I was upset but it was not as bad as what they are describingPeople are naturally going to try and cover themselves, especially these peopleVery infrequently do I get real upset, and when I do there is a reasonAnyone can loose their cool when pushed hard enough.It is fine with me that I do not return there for vacations.The parking lot may be walking distance, but at high elevation, near zero temperatures, and arriving after a long day driving, YES IT IS A BIG DEALI would have moved my car to the parking lot the next day.Yes, I have no problem not returning hereThere are far nicer people in townYou can go ahead and close the case
Regards,
*** ***

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Good dayThe guest that filed the complaint against our business has an interesting take on what transpired
while they were hereFirst, we went out of our way to accommodate multiple arrival/departure date change requests close to the arrival and did so without any penalty at allWe spent considerable time on this only to have the guest contact us again and again for the sameThey arrived later in the evening and refused to pay to park in our garage or purchase a town lot parking pass which are the only options around and apply to every property in the villageThe guest insisted on parking in front of the hotel where we only have a few spots that are utilized for arrival and departureHe began yelling very loudly at my front desk employee and displaying unstable conduct and very concerning languageThis continued for a few minutes and remarkably my agent didn't lose her coolThis was witnessed by more than one other guest who made a point of finding me the next day to explainBy the time they got to me, I had already encountered this guest in the dining room after my housekeeping staff alerted me that they were demanding our kitchen cook them exactly what they want for breakfastWe have a set menu daily that we prepare, we are not a made to order process, we do not have a menu and we do not charge anything for the breakfast or lunchIt is complimentary and part of the nightly rate whether guests partake or decide not toIn fact, this guest is well aware since it has been the same scenario for yearsStaff indicated that this guest was causing a scene and making everyone uncomfortableI intervened and expressed all of this to the guest and received only resistance and completely disrespectful behaviorI explained to the guest all of the other options within walking distance of the hotel and went so far as to provide a free breakfast card to the guest for one of the businesses close byHad I known at that time the extent of his behavior the previous night, he would have been removed from the property and given his money backDuring our discussion, the guest was making a number of disjointed comments about what every other hotel they have ever stayed at does as well as over and over commenting that we were "stealing from him" although we do not charge anything for the foodThe bottom line is that there is literally nothing else we could have done and this particular guest was simply unappeasable regardless of what was attempted? After that conversation, I was approached by one of the aforementioned guests who proceeded to let me know they were in the lobby the previous evening when this guest checked inHe said he was so stunned by the conduct he witnessed that he was flabbergasted that my employee remained professional and calmHe added that he had never seen anything quite like it and it was so embarrassing that his wife had to leave the lobbyThis sentiment was echoed by another guest I spoke to as well as every staff member he encounteredMoreover, it was discussed at length and decided that we would include notes in this guest's account that they are not welcome back on our property for any reason in the futureI would be happy to get written statements from at least one member of every department I have if it would be of any help.Please feel free to contact me if there are any questions.Thank you.SCOTT H*** ? I ? SENIOR MANAGER HOTELSPO Box 5066, Daly Lane ? ? ? ? ? ? ? ? ? ? ? Snowmass Village, CO ? ? ? ? ? ? ? ? ? ? ? ? t ? f 3650www.mountainchalet.comwww.snowmasshospitality.com

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Good day. The guest that filed the complaint against our business has an interesting take on what transpired...

while they were here. First, we went out of our way to accommodate multiple arrival/departure date change requests close to the arrival and did so without any penalty at all. We spent considerable time on this only to have the guest contact us again and again for the same. They arrived later in the evening and refused to pay to park in our garage or purchase a town lot parking pass which are the only 2 options around and apply to every property in the village. The guest insisted on parking in front of the hotel where we only have a few spots that are utilized for arrival and departure. He began yelling very loudly at my front desk employee and displaying unstable conduct and very concerning language. This continued for a few minutes and remarkably my agent didn't lose her cool. This was witnessed by more than one other guest who made a point of finding me the next day to explain. By the time they got to me, I had already encountered this guest in the dining room after my housekeeping staff alerted me that they were demanding our kitchen cook them exactly what they want for breakfast. We have a set menu daily that we prepare, we are not a made to order process, we do not have a menu and we do not charge anything for the breakfast or lunch. It is complimentary and part of the nightly rate whether guests partake or decide not to. In fact, this guest is well aware since it has been the same scenario for years. Staff indicated that this guest was causing a scene and making everyone uncomfortable. I intervened and expressed all of this to the guest and received only resistance and completely disrespectful behavior. I explained to the guest all of the other options within walking distance of the hotel and went so far as to provide a free breakfast card to the guest for one of the businesses close by. Had I known at that time the extent of his behavior the previous night, he would have been removed from the property and given his money back. During our discussion, the guest was making a number of disjointed comments about what every other hotel they have ever stayed at does as well as over and over commenting that we were "stealing from him" although we do not charge anything for the food. The bottom line is that there is literally nothing else we could have done and this particular guest was simply unappeasable regardless of what was attempted.  After that conversation, I was approached by one of the aforementioned guests who proceeded to let me know they were in the lobby the previous evening when this guest checked in. He said he was so stunned by the conduct he witnessed that he was flabbergasted that my employee remained professional and calm. He added that he had never seen anything quite like it and it was so embarrassing that his wife had to leave the lobby. This sentiment was echoed by another guest I spoke to as well as every staff member he encountered. Moreover, it was discussed at length and decided that we would include notes in this guest's account that they are not welcome back on our property for any reason in the future. I would be happy to get written statements from at least one member of every department I have if it would be of any help.Please feel free to contact me if there are any questions.Thank you.SCOTT H[redacted]  I  SENIOR MANAGER HOTELSPO Box 5066, 115 Daly Lane                     Snowmass Village, CO 81615                       t 970 924 6013  f 970 923 3650www.mountainchalet.comwww.snowmasshospitality.com

Complaint: [redacted]
I am rejecting this response because:
Dear Revdex.com,
This is a fabricated story.
I was upset but it was not as bad as what they are describing. People are naturally going to try and cover themselves, especially these people. Very infrequently do I get real upset, and when I do there is a reason. Anyone can loose their cool when pushed hard enough.
It is fine with me that I do not return there for vacations.
The parking lot may be walking distance, but at high elevation, near zero temperatures, and arriving after a long day driving, YES IT IS A BIG DEAL. I would have moved my car to the parking lot the next day.
Yes, I have no problem not returning here. There are far nicer people in town. You can go ahead and close the case.
Regards,
[redacted]