A broken toilet and dishwasher wasn't the biggest problem we encountered with Windcliff at Cascade;…read morethe customer service was.
Our family spent seven nights there celebrating our parents' 50th wedding anniversary, and what should have been a once-in-a-lifetime trip became overshadowed by unresolved maintenance issues and some of the worst customer service we've experienced.
Upon check-in, the main-level toilet was not functioning properly. Rather than a simple clog, the toilet had to be completely removed and pulled into the living room for repairs shortly after our arrival. The plumber explained that an in-tank toilet cleaning tablet had been used that was incompatible with the toilet's flushing mechanism, causing the failure. Because only one plumber was present, my father, who is in his 70s, ended up assisting with the repair on what should have been the first day of our family celebration.
The following morning, after preparing breakfast for our group of 11, we discovered the dishwasher was also not working. We later learned that it had been left inoperable by the previous guests and had not been repaired before our arrival, even though the staff was aware that it was left inoperable prior to our check-in. We also were not informed before check-in that the dishwasher was out of service.
With 11 people staying in the home and eating most meals there, a working dishwasher was a basic necessity. We made repeated calls over several days seeking both an estimated repair timeline and guidance so we could plan for our catered anniversary celebration later that week. Unfortunately, we received inconsistent information each time we called. We were told a part was needed, then that a new dishwasher was being installed, then that the required part had not even been ordered. No one could provide an estimated completion date.
After getting nowhere by phone, we drove to the management office during business hours. Although we arrived approximately an hour before closing, the office was locked and unattended. We were again directed to handle everything by phone.
Our goal was simply to determine the best solution if the dishwasher could not be repaired before our catered event. We asked whether management recommended purchasing disposable plates and utensils, buying additional dishware, or pursuing another alternative. Rather than helping us develop a plan, the conversation became argumentative. Staff focused on assigning blame for the toilet issue, including suggesting that a six-year-old child had caused the problem, despite the plumber's explanation that the failure resulted from incompatible cleaning tablets. Instead of working toward a solution, the discussion became increasingly unproductive and dismissive.
Most disappointing was the customer service. Throughout our stay, we found communication to be inconsistent, questions went unanswered, and our concerns were met with a tone that felt dismissive rather than solution-oriented. We were simply looking for information and practical solutions so we could minimize the disruption to a once-in-a-lifetime family celebration.
The dishwasher was never repaired during our entire seven-night stay. As a result, our family hand-washed every dish, pot, pan, and utensil for 11 people for the duration of the trip. We also had to purchase additional dish soap, paper towels, and other cleaning supplies while sacrificing valuable vacation time that had been carefully planned many months in advance.
Maintenance issues can happen at any property. What ultimately determines the guest experience is how those issues are handled. Unfortunately, our experience was defined less by the broken appliances and more by the lack of communication, empathy, accountability, and customer service we received when we asked for help.
If you're looking for a place where guest concerns are handled professionally and respectfully, I would encourage you to consider one of the many other excellent lodging options in Estes Park. Based on our experience, we do not recommend Windcliff.
