Subject Unacceptable Stay Experience Tivoli Lodge Vail 4/14-17 left by choice 4/16 instead of completing our stay. My recent stay at Tivoli Lodge in Vail was unacceptable and far below the standards one expects from a property of this reputation and location. We checked in after a winter storm and were assigned room 403 on the fourth floor. The room was freezing, with a heating unit that did not function properly. After contacting the front desk, maintenance briefly attended to the issue, but the problem was not resolved. During the first night, the heat became excessive and uncontrollable. With a new and inexperienced front desk attendant on duty, and the likelihood that no maintenance staff would be available, we were forced to open the balcony door in winter conditions simply to make the room tolerable. During that same night, water began dripping/leaking from the ceiling. The following day, after returning from breakfast, the room had again become excessively hot. The thermostat still did not function. Maintenance was sent once more and noted they repaired it, but within minutes, significant water dripping leakage developed not just a minor drip, but a steady and concerning flow from the ceiling and wall framing in both the entry and bathroom areas. Our carpets were drenched our sock wet At that point, we had no choice but to demand a room change and were moved to room 405, , which was a much larger and nicer room. While the heating system there functioned properly, it still presented issues, including a broken closet handle another clear sign of poor upkeep. What made the situation worse was how it was handled. Housekeeping staff pressured us by their immediate presence to vacate quickly so the room could be reset, despite the hotel being nearly empty. This was unnecessary and inconsiderate. Shortly thereafter, a staff member returned and knocked aggressively on our door over a forgotten item. The manner was inappropriate and unprofessional. Although there were moments of professionalism particularly a mature front desk associate with a Caribbean accent who was pleasant, friendly, and helpful I would also like to recognize her more fully. She stood out as someone who was genuinely trying her best to be kind, attentive, and helpful under difficult circumstances. Her demeanor, patience, and willingness to assist were appreciated and reflected the level of service the hotel should consistently strive to provide. Unfortunately, the overall experience still reflected a lack of coordination, training, and accountability. In contrast, a late evening desk clerk was unable to provide even basic assistance in locating open dining options, citing unfamiliarity with the area. I understand that between-season periods can present operational challenges. However, if the resort is open, it should be fully prepared to serve and satisfy the guests it chooses to accommodate especially when occupancy is so low. We did not create these problems the hotel did. Yet at no point did we receive a strong or meaningful apology, nor any gesture to help ameliorate the situation. Both are not only appropriate but expected under these circumstances. As a result of these ongoing issues, we made the decision to leave on Thursday instead of Friday, as we felt it was simply not worth extending our stay to the schedule day. This only compounded our disappointment it was a choice we made based on our experience. I would also strongly suggest that management exercise better judgment when the hotel is operating at very low occupancy. In such circumstances, guests should be proactively upgraded to the best available rooms rather than being assigned rooms with known or even obvious deficiencies. This experience reflects poorly on the management of Tivoli Lodge. A property that is largely empty has no excuse for assigning a defective room, failing to resolve repeated maintenance issues, and handling guest disruptions so poorly. Tivoli Lodge is a beautiful property with a great location, but this was a sad and disappointing experience. PD ...I would also like to note a truly positive experience during our stay at The Little Diner, a Vail institution well known for its accolades in both service and quality of food, delivered an outstanding breakfast experience. His professionalism, warmth, and attentiveness were exceptional and stood in sharp contrast to the challenges we encountered at the hotel. Jose Pienknagura 602-321-2004 Josepienknagura@gmail.com read more

The location is fantastic and facilities are solid. First time in Vail and stayed here with our toddler. Was able to walk (literally 1 min) to the village and areas of snow for them to play in. Special shout out to Luke and Donna and the lady the front desk for being so helpful. Will stay here again as our choice for Vail. read more

Well, probably won't be back. The good: the valet guys remain friendly. The rooms are beautiful. The bartender is nice. The bad: the front desk workers are very rude and the hot tub was out with no notice. read more

Tivoli Lodge - Flowers by the hot tub - Hotels Near Me - Vail, Colorado

The location is convenient to restaurants and shops and the rooms are elevated with cozy beds and comfy sheets! I like the Tuscan vibe of the room with the wood accents and small kitchen space. The bath had a great tub if you want to have a soak! Our room came with a complimentary bottle of wine and we enjoyed our stay! The downside is $50 for parking but what can ya do about that? read more

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We had such a great time at the Tivoli Lodge in late September! It has that cozy, family-owned vibe that makes you feel welcome the second you walk in. Everyone who works there was so friendly and helpful. The hot tub was perfect for unwinding after exploring the area, and we all slept really well--those beds were comfy! Plus, the price was more than fair and you can't beat the location for getting to Vail. We'd definitely stay here again!​​​​​​​​​​​​​​​​ read more

Tivoli Lodge - Lobby - Hotels Near Me - Vail, Colorado

Milestone Celebration Ruined by Mismanagement I am very disappointed with my recent stay at Tivoli Lodge. Prior to arrival, I called to confirm my reservation and was told by Danielle that I had been placed in two separate rooms because I added an extra night. I was even told I might need to check out and "wait in the conference room" for six hours before checking back in. Although Danielle later said she resolved the issue by switching me to a different room type, upon arrival I was still placed in two separate rooms. Despite reassurances from Donovan at the front desk, housekeeping and staff continued trying to move me out of my room the next day. Instead of enjoying my 30th birthday and engagement celebration, I spent much of my stay begging to remain in one room. Additional frustrations included unexpected resort and parking fees, repeated issues with room keycards (even after a biking accident), and unprofessional comments from staff that felt dismissive and insensitive. I had expected a relaxing, celebratory experience but instead dealt with constant stress, poor communication, and unfulfilled promises. Even after checkout, I was promised a follow-up by management but never received any response. Based on my experience, I cannot recommend Tivoli Lodge. read more

Very nice hotel, everybody was nice and overall just had a great experience. The room was very clean and room service fix up our room very nicely every night. read more

Beautiful lodge with a very attentive staff‼ Fireplace and small kitchen in the room made our stay extra-ordinary. Highly recommended by both my wife and I. read more

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This is a great hotel in the middle of Vail. Room are big and well appointed I wouldn't hesitate to stay there again

Employee Greg is a piece of work. Before we'd even finished parking our car, he made us feel like we were a chore he needed to deal with, even though we're paying guests. And totally unprompted, he started complaining about the other staff, who've turned out to be really nice to us, unlike Greg. Wouldn't stay here while they keep employing the guy. read more

After 12 hours of travel, returning to Tivoli Lodge was like a cozy blanket (& a fire, & scenery, & an amazing staff...) This is our second time at Tivoli. We were so enchanted by our first visit, we had to come back. Not only are you steps from a ski lift, smack in beautiful Vail, but the staff and the atmosphere bring the whole experience to another level. read more

Tivoli Lodge - The view from our room - Hotels Near Me - Vail, Colorado

On the plus side, Tivoli Lodge is in a really good location, just few minutes walk to the Vail Village on one side, and to the Betty Ford Botanical Gardens on the other side. It has a nice lobby with high ceilings, fireplace, and small bar open in the evenings, and good-sized jacuzzi in the back overlooking the mountains. They also have electric bikes to check out, and most rooms have a microwave and mini-fridge. On the negative side, the Lodge definitely needs some maintenance. Long story short: (1) the air conditioning in our room didn't work, despite having maintenance (Tony) come up twice, once time w/ Claudia from the front desk; (2) the jacuzzi didn't work - and that was one of the major selling points for us in selecting this hotel. It wasn't warm; they said it would be heated within 3 hours, but when we came back 3 hours later, it had a cover on it an "out of service" sign; (3) they charge both a "resort fee" of $20-40 and valet parking fee of $45, which really add up; and (4) when I was booking, their system switched the dates on me from the date I intended to book, to the date I booked it, so they claimed I was a "no-show" when I didn't show up that night, and charged me in full for that stay. They refused to refund the charge, even after I explained this to the manager (Oscar) and re-booked for my intended date. Definitely would not stay here again based on our experience. read more

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Convenient location, easily walkable to vail village; Rica lift is located directly behind- so you can avoid the morning crowds of Eagle bahn and G One. The older valet guy is a Vail treasure- However the bell service did misplace $500 in cigars upon delivery of the luggage. Breakfast was mediocre. They do have daily access to DryLand which is a great perk. read more

Tivoli Lodge - Complimentary bottle of birthday wine; - Hotels Near Me - Vail, Colorado

Rooms are excellent. Go with valet parking and the staff is very helpful. Breakfast is pricy.

I had the absolute pleasure of staying at the Tivoli on a cross country move pre-covid! We arrived late at night and the the front desk was extremely accommodating, helping my injured mother in the door, allowing us up front valet parking, and valeting our vehicle full of items we were moving. A large ornate wooden door greeted us as we entered our room. Room was a suite style with full kitchenette, small bar, balcony, and fireplace. We had the double room with two queen beds that were like sleeping on a cloud! It was just a quick 5 minute jaunt to Vail village where we grabbed dinner. A beautiful view of the mountain greeted us in the morning and our balcony was just over the small pool/jacuzzi. I wish I had more time at the hotel to check out amenities, but the hotel itself is just beautiful! I can only imagine how beautiful it is in the winter. Add this hotel to your bucket list! read more

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Sadly I didn't get a chance to use all the amenities, but I will say the staff and property are awesome. My experience was very nice and again, the staff from the point of the valet to the front desk to the bar was above and beyond. As for the room, I was in room 215 and it was very comfortable. You could not hear the rooms that neighbor on the side or above so silence was golden. The bed was comfortable and of course you have robes and plenty of space and lighting. Short walk to all of the hip places you can eat and drink, or if you just want to take a nice walk in the woods. read more

Tivoli Lodge - Yes, it's always nice to have heated towels! - Hotels Near Me - Vail, Colorado

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We were looking forward to this trip and doing some mountain hiking and summer activities. Unfortunately, mother nature had other plans and they are anticipating up to two feet of snow at the end of may WOW! So we were highly disappointed and we explained everything to the manager on duty and he was unsympathetic about the situation and didn't offer us any refund on the stay at all even though our plans had to be changed. I think in this day and age especially post covid that hotels would be a little more accommodating he didn't even offer to give credit for a future stay, in fact, said he couldn't do that. Not being able to and not wanting to are two different things and I know management has more control than this guy acted like he had. Highly disappointed in the way this hotel handled this and wouldn't recommend staying at a location with such unsympathetic management staff. read more

Awesome hotel. Definitely would stay here again. Great staff and friendly atmosphere. The room is clean and everything is in order. Bed is comfy, lots of towels to use. The heater is quite which I like a lot, it doesn't make noise when it comes on. The only thing is, our coffee maker makes a lot of noise but we ask for a new one. The breakfast is super good. $20.99 and they can make you omelette just like how you like it. You can also order food for kids, a la cart, less from the buffet $17.00. Overall, our experience in this hotel is awesome!! Meeting the owner of the hotel is a big plus!! Super nice older couple. read more

Tivoli Lodge - Hotels Near Me - Vail, Colorado

I really should have read these reviews (especially about the lousy service, the completely indifferent attitude of the staff, and the "tough $#!T" no refund or even credit towards future stay policy). I came down with COVID, not fun, and unfortunately was told the same thing (as many others here have been): that's too bad, no refunds, no credit towards a future stay. On top of that, from a recent stay (two months ago), the rooms are already outdated, the parking is atrocious (and got me an equally "tough $#!t, go park in the town garage" response from the staff), and the elevator is woefully inadequate and slow, and I'm left wondering why I bothered with this place in the first place!! DON'T STAY HERE!!! Many other options exist, as the other reviews have noted (and I agree wholeheartedly). read more

Upon check in the process was incredibly easy and quick. Valet parking was a reasonable $19 per night. Granted I checked in during the Scamdemic the bar was closed, but looked like a great place to mingle. I upgraded to a Mountain View king room. The rooms themselves are quite large with a kitchenette and bar. The bathroom is quite large boasting a massive six foot tub and a separate stand alone shower. The attention to detail as far as bathroom amenities goes are bar none. The room I stayed in featured a 70" flat screen, but better yet, a functional gas fireplace. Definitely worth the inexpensive room rates. Tivoli is within a five minute walk of several restaurants and shops. Will definitely rebook next time I'm in vail. read more

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I inadvertently left a pair of expensive jeans in my room and requested for them to be shipped back to my home using the credit card on file. I was told that I had to purchase my own shipping label using whichever shipper I chose (I have never had any hotel tell me that it was my problem and that I had to take care of it on my own). I did purchase a prepaid FedEx shipping label, emailed it to the manager and was told that my item would be shipped the following business day. Five days come and go, and no tracking information. This is because they never have my item to FedEx. The front desk told me that I had to schedule my own pick up and provide my own box. That would not have been a problem if I actually lived in Vail, and knew where the nearest FedEx location was to the Tivoli Lodge. They obviously dropped the ball and forgot to give my jeans and the box I paid for, to FedEx. It's now day 9, and my jeans are now in Tennessee!!! No delivery date is yet available!! The shipping label had expired, and my item is now in FedEx limbo (not FedEx's fault). If Tivoli had just accepted responsibility and admitted that they forgot to ship my jeans, I would have totally understood. The fact that they lied, played dumb, and faulted me, is unforgivable. One Star is definitely not what they deserve. Minus one Star, is! read more

Can't say enough good things about this lodge. Favorite stay in vail. Amazing hospitality keeps me coming back above all else.

My husband I stayed at Tivoli Lodge a few weeks ago. The lodge is beautiful, our room was perfectly clean and gorgeous, the front desk personnel, Boz and Marjorie, were accommodating and very friendly. Alex, the valet, was very prompt retrieving our vehicle and e-bikes. He was always pleasant and took the time to explain how to use the e-bikes. Tivoli Lodge is also conveniently located a short walk to the main area of Vail. We couldn't have been happier with our 3 night stay at Tivoli Lodge! read more

The elevator is horrible. There are 5 floors. Lots of rooms. One elevator. Probably spent 20-25 minutes out of every day waiting/riding the elevator. read more

We had to cancel our trip due to unforeseen circumstance about 4 days before our reservation in May 2022, which is the off-season. The person my husband spoke with at Tivoli Lodge did not care at all and refused to give any refund or credit towards future stay. We lost entire cost of hotel. Typically when something like this happens, hotels with better customer service will try to accommodate in some way. Really anything would have been appreciated. We will be coming to Vail in the future, but we will not be staying at Tivoli Lodge. If you value customer service, I recommend staying away from this place based on this experience. read more

ZERO stars. Video highlights of an awful hotel: https://youtu.be/0rsWJaXp_LA Terrible policies and service. This hotel does NOT deserve your business. Here is a summary that I made highlighting my experience and the experiences of others. I tested positive for covid and feel terrible. However, Tivoli will not allow me to cancel or even change the date of the trip. Why not allow me to change to a different date in the future??? We VOTE with where WE CHOOSE to buy goods and services. PLEASE do not support BAD BUSINESS. MARRIOTT has an excellent rescheduling/cancellation policy, especially during a global pandemic. I had a similar situation last year when I had a cold (not covid) and they let me cancel for a full refund with no issues. What a REAL cancellation form a LEGIT hotel should look like: https://clean.marriott.com/#flexiblecancellation List of MANY marriott brands that would better serve you than Tivoli: https://www.marriott.com/marriott-brands.mi Cheers read more

The Tivoli Lodge is an exquisite boutique hotel that is nestled right in the heart of Vail Village. This specific lodge is family-owned and operated by truly amazing individuals. When you walk in, you are immediately greeted with a warm ambiance that is inviting and comforting. There is a large fireplace that helps keep the lobby toasty warm. For breakfast, there is a variety of different options, all of which are delicious. The Tivoli also has a very nice hot tub with Tiki torches that light up at night; it's quite the experience! Bellmen are courteous and employees have a friendly demeanor towards all of their guests. The location of the Tivoli is prime for skiing as well! The lodge is located just off the ski slopes, super easy-access. This place is truly magical and is an experience to behold in itself, to say the least. Vail feels like a dream and the Tivoli only emphasizes on this ambiance. There is also a gym, which is available for all guests to use. Racer is the local resident dog, and he is quite literally the cutest & friendliest chocolate lab ever! The Tivoli won my heart from the moment I stepped foot inside of it. I suggest coming here and having a truly once in a lifetime stay experience. read more

My pregnant wife came down with covid and we had to cancel our trip at the last minute. The owners and front desk person would not even consider any type of refund request or any type of consolation considering the circumstances. I didn't expect a full refund but it would have been nice to not throw salt in our wound considering we have stayed there several times in the past. It's just not the way you treat repeat customers. They could have, at a minimum, offered to give us a discounted room rate for future bookings this year. But now it's too late. My family and I will never stay at Tivoli Lodge again and I will continue to tell our story to anyone who will listen. Also make sure to ask the owners if they took any PPP money in 2020. read more

Tivoli is one of my favorite places to stay in Vail. Location can't be beat for summer or winter activities. Mountain lodge feel, thoughtfully built that you don't hear every noise from your neighbors. Staff is friendly and helpful. Pet friendly. Everything is walkable or you can jump on the vail shuttle, no need for a car. Cancel policy is similar to any hotel/resort. Plan ahead for the crazy Colorado weather changes that are common into late spring, bring your layers! ​ read more

I can't say enough good things about this place! Staff is very friendly and always finding ways to help. We valet parked and it was so convenient with how much it was snowing outside! The rooms are spacious and the bathroom has both a shower and a tub. It was so nice to be able to soak in the tub after a day of skiing. Beautiful furnishings and a cozy lobby with a large fireplace, I'll be recommending this spot to folks back home! read more

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My husband planned a 56th bday for me. We live in Denver and he wanted to give me a great weekend. We would have spent soooo much money in Vail. My family had an emergency and I had to fly to FL. I called the hotel and explained my situation. The lady said, no, we don't refund. I begged for an exception. Not even a credit for a future visit in a few weeks? Nope. Fine, I checked off the box about no cancellations, I get it. But geez, have a heart. I have now told all my friends in Denver. I know the hotel doesn't care that people have emergencies. This was an emergency. But they only want your money. They got our money. I am so disappointed. We would have gladly accepted another weekend. read more

I find it shocking. Shocking, that after being forthcoming and honest, calling a hotel to tell them we've tested positive for COVID. THEN TO HAVE THE HOTEL STILL CHARGE US $500. So wrong. Doesn't it make one consider still going? I just can't believe Dalton at Tivoli would consider a charge when we are trying to do the right thing... and can provide Boulder County COVID results. Not sure what our next step should be, but feeling furious enough to make a next step, for sure. read more

An absolute nightmare of a stay at Tivoli Lodge. Room 113, small dark and the AC is a portable machine that vents to the outside window. when told how this machine works we found out that the window would have to be opened for the portable machine to work. We asked about insects flying in because the window would be opened. " yes, that does happen" was the reply. We were in shock because the cost of this room was almost $400 a night. the sheets were frayed and the room is so dated. We asked for a discount because we were never told about the portable AC when we made the reservation. The manager, JARED, was dismissive and said, " many hotels in Vail don't even have portable AC machines." We left after one miserable night and yes found much better lodging in Vail with central AC. Run from the Tivoli as fast as you can. read more

Warming and comfortable like a favorite sweater, this Lodge envelopes you the moment you step into the Lobby.

I came here with my fiance to enjoy a few days in Vail and to have a great time hiking for the summer. We got to the hotel and learned that the cars were handled with valet parking. The valet is only $3 more expensive per day than the public parking, so overall I would say this is worth it since it's a bit of a walk with luggage to and from the hotel. The lobby and breakfast area, as well as the grounds were gorgeous and very well maintained. Our room was also very clean and well-decorated. The folks and people working were all helpful and friendly, especially Greg the valet. We did have some issues with our air conditioning, it didn't seem to be able to cool off the room with how warm the outside was getting, but that was honestly the only thing that could be considered wrong. It's an easy walking distance to everything in Vail, and also has bikes available to take out for free. I definitely recommend this place to visit! read more

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We've spent 2 nights with this hotel this week. Oscar was running the front desk and managed every service ask we had. He treated us with highest care and respect than any other hotel in our experience. He adjusted our rooms so we could have two together, took care of our bikes in a locked storage room, made sure coffee was fresh for me and answered about a dozen concierge questions of me and my family, all while running the valet for which we never waited a minute for the car. Oscar had such enthusiasm about the hotel and was kind about everything we discussed. We appreciate this hotel like its a family after two nights. The front desk staff clearly knows the town intimately. We know this to be a unique establishment now. We will return, and recommend to friends! Oh, and the rooms styling, color palate, trim and finishes were just perfect- classy, well lit, and obvious attention to detail. Just wonderful experience. (This based on my approximately 450 hotel night stays in 15 years throughout the country.) read more

We stayed at this wonderful hotel for a quick overnight birthday getaway. It was fantastic, I wish we stayed longer. Valet was easy, close to slopes and vail village, warm cookies and coffee/tea in the afternoon! Remember to pack a swim suit for the hot tub. Much needed after a long day on the slopes. We'll definitely be back! read more

I was so disappointed this came up as a four-and-a-half star I have to say it's more like a two-star when we first walked in we got our keys to the room went to the room and our room smell like cigarettes the guy said he had some spray that he was going to come and spray the room he started spraying the carpet the comforter and everything else needless to say it's a spray did not work a place was stinky and very pricey we did complain but they said that they didn't have any more rooms available we noticed that they are very dog friendly there is a dog that stays right at the elevator door I guess the owner of the hotel lives on the 5th floor therefore the dog live there not good at all especially when you are allergic to pets so I have to say I will never stay here again read more

I just checked out from this dump and please save yourself aggravation and stay elsewhere. The staff stopped caring a long time ago. The bathroom in our room was disgusting. The ceilings stained. The breakfast is expensive and low quality, repetitive and stale and greasy. Stayed there days and only were given one bottle of body wash, shampoo and conditioner.for.two adults and one child. They ruined our last day by telling us we had to move our car at 1 pm (something we weren't told when we checked in) we had already paid for skii pass for the day at $ 200 per person) the public parking was full so we had to leave. The front desk buy laughed at us when we complained. What s charmer! Started speaking Spanish to the blue haired girl next to him while he laughed (as if I didn't understand Spanish) Total lack of professionalism. So we left having to return our skii equipment and having wasted a day of skiing thanks to them Like I said, spend a little more money and stay elsewhere and spare yourself this happening to you. You have been warned. read more

I checked into the lodge on Sept 24th at 4:30pm with a 2 day reservation and not feeling the greatest. I was suppose to be spending my Christmas Holiday with my girlfriend but she could not come as she was feeling sick. Later on in the night she called me and told me she had tested positive for covid and told me to get tested. Being I was feeling all the symptoms related to covid and the fact she tested positive, I decided the best thing for me to do is to checkout immediately in the morning so I am not possibly infecting staff and others I might come in contact with through my stay. I asked the front desk about making a exception regarding there policy of providing no refunds during the holidays, which I can understand, but me contacting covid is a extenuating circumstance. The front desk told me when the daytime manager got in they would relate my health matter to the manager and have them call me regarding crediting me for the day I would not be able to stay at the lodge. I did not receive a call so tonight I called Tivoli Lodge and spoke to the manager on duty who explained the policy of providing no refunds. This to me is soooo ridiculous as I left not only because of not feeling good, but having concern about spreading this horrible virus to the hotel staff and others staying at the Tivoli Lodge. The manager I spoke to spoke to me like covid is not big deal. He stated covid has been going on for 2 years now so we can not going to make exceptions for anyone. This tells me they do not care if the virus is spread to others. Unreal thought process since covid has caused many deaths as we all know. I even asked to be refunded partially but the answer was no. I just hope whomever is considering staying at this lodge consider how the Tivoli Lodge responded to my request. I know I am going to be sharing my view on different blogs as the public needs to be aware of this. Like anything having a policy in place is essential, but also with any policy there is extenuating circumstances that should be considered on a case by case basis. read more