Grand Hyatt Vail

“Fabulous spot; large hotel, right on river”

Grand Hyatt is roomy and right on the River. The rooms are not too big, but they are modern. The hotel backs up to a river (as does the pool!), and there is a lovely paved river walk that is nice. The gym is small, there is a spa, and lots of typical conference rooms. The Makoto restaurant fo... lisää

Grand Hyatt is roomy and right on the River. The rooms are not too big, but they are modern. The hotel backs up to a river (as does the pool!), and there is a lovely paved river walk that is nice. The gym is small, there is a spa, and lots of typical conference rooms. The Makoto restaurant for sushi and wagyu was outstanding.

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“Not Up to Par”

One person on the front desk was not helpful. She preferred to point at a direction rather than escort the person with the question. The other staffer recognized the inappropriate behavior and kindly escorted me to the area of my inquiry.

“It was amazing here until….”

We loved this place! Room 368 from August 11-15. I came here on a business trip that we decided to mix with pressure and I brought my wife. We loved it so much we started planning another stay with our kids. Everything the entire stay was perfect…. Until the last night. It just seemed like ma... lisää

We loved this place! Room 368 from August 11-15. I came here on a business trip that we decided to mix with pressure and I brought my wife. We loved it so much we started planning another stay with our kids. Everything the entire stay was perfect…. Until the last night. It just seemed like maybe the staff didn’t have the same level of supervision than they had prior. Sequence of events: We had a great day of activities.. fishing, hot springs, shopping etc. we didn’t have much to eat. We looked online on the website and it said food was available until 11pm at the bar. We ate at the bar two nights prior and it was great food, also the Japanese restaurant we ate at on site was awesome. So we decided we would eat onsite again. We get back to the hotel around 9:30. Arms full of shopping. Get up to the room, surprised that both keys don’t work. I call and text the front desk cause we have a bunch of stuff and let them know and they said I have to come to the front desk. I said can’t you bring it up? And she said she’s at the front desk alone. Fine…I go down, but I am surprised I’m not getting service level excellence by bringing the keys up. On my journey down I see staff at the front desk. We get down to the bar at 9:50-10. We speak to the male server he offers us the menu. Then a lady gets our drinks. We spend 15 minutes trying to figure out what we want and when we decide she tells us kitchen is closed. I informed her that the website said 11pm she said no the kitchen closed 9:45. So now we have wasted our time, valeted the car, bought a drink and sitting there hungry with no food at our finger tips. To be honest hangry at this point. I go to the front desk and there’s two ladies there. I ask is there any food delivery available or food options, they let me know of two pizza places. We start searching on our phones and struggling to find these places they said, and They aren't offering any assistance even though we are 2’ from them and vocal about our struggles. We stay at a lot of high end resorts, especially domestic facilities and normally when someone suggests something they immediately offer details cause they are trying to help the client with their experience. They see us struggling and finally I ask, where is this place? So she tells me Minturn. We did the timing math and we really didn’t want to eat pizza by the time it came at 11:30 to midnight so we decide to go hungry. I decided I’m going to now also inform them that we expected the bar food to be available cause the website does say it was available after a long day out. I wasn’t expecting much, just to inform them so the web changed or maybe they made an extra effort to help. The one lady argued with me in a “ tone” that the info flyer said a different time. I said, the website is different. And she just said “anyways it’s not open” and goes back to what she’s doing. Her tone was a 1 star. I’m noticing they couldn’t care less about our challenge of needing to find some food and Surprised they are not offering us anything from their market we just walked away annoyed and went to bed. These are fairly minor issues in the grand scheme of the world. But I think management needs to know this place went from a 5 to a 3 star experience for us. Also the website needs updating. Also the staff need better training or supervision. Hard to have a 5 star hotel when you have players on the team with an unhelpful attitude. All players should intend to make and keep all clients raving fans. I included a picture with time stamp of the hours of the restaurant. Some positives: - house keeping staff 5 star - coffee shop staff 5 star - valet staff 5 star - view 5 star - food taste 5 star - rooms 4 star - Drinks 5 star - location 5 star

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