ComplaintsforTivoli Lodge

• Initial Complaint

  06/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I reserved the Tivoli Lodge in Vail on 4/30/2023 and paid $457.71 for a one-night stay under reservation # 130463 for Saturday, June 10th, 2023. My brother was coming to visit from Ohio, but he ended up being diagnosed with a Brain Tumor, for which he had to have surgery and remain in Columbus Ohio this past week. He was released today from the OSU Hospital. On 5/26/23 I contacted the Tivoli at 970-476-5615 and spoke with a male and told him my dilemma. He said that they were not out to "get my money" and if I decided to cancel, I could call "next week" and there would be no problem (even though it would then be outside of the two week window). Today 6/5/23 I called and spoke with the Manager (who according to him is the only male there) and he said he did not recall that conversation that we had on 5/26/23 and that unless I had travel insurance I would not get my money back for canceling, and suggested I find a friend or someone I know to use the room. Had he not told me to call back this week, I would have gone ahead and cancelled when we spoke on 5/26, which was within the cancellation period. Today he denied that he ever spoke with me and denied my refund.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We planned a family trip, at the Tivoli Lodge in Vail, Colorado beginning on January 18th, 2021, right when covid was clearing up at the end of November. Then the omicron variant got out of control My wife suffers from an autoimmune disease, and her doctor told her not to travel. I then contacted the hotel, and not only were they dismissive of our situation they were actually rude about it, they would not allow any sort of refund, would not let me reschedule the dates, and the kicker is they would not even entertain the idea of helping us just rebook the room which would have been somewhat easy for them since there were no other standard rooms available. I even stated with very little effort on their part, give me just 1/2 back, rebook it at the regular rate and they could have made out like a bandit. What is so disturbing is we got two rooms for our family of five and the total cost was a little under $7000.00! We just are not able to take a $7000.00 hit and don't think too many other families could either Looking for: full refund, reschedule, partial refund or at least make note in reservation department to rebook it to another family. There attitude was real simple, sorry about your luck! We notified the auto rental to cancel and they were very sympathetic, full refund, United airlines, were awesome, 100% refund, Then Tivoli Lodge, sorry about your luck. In my 67 years of travel I have never had an issue like this with a hotel

  Business response

  01/18/2022

  To whom this may concern,

  The guest booked a reservation and inquired about cancelling within our 30 day cancellation policy. We simply held him to the same cancellation as any other guest impacted by life events. We unfortunately do not make exceptions for every COVID incident. This is a known pandemic and they booked at their own volition understanding the risk. 

  Respectfully,

  -Jarred

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