Very disappointed in my stay at the Ritz Carlton after a horrible experience with the concierge desk, specifically Katie Schreiber. We booked a $300 car service to pick us up from the Vail airport, an already expensive fee, with Katie at the concierge desk. Our flight ended up being cancelled and I called Katie to cancel the service. I was assured by Katie that we would be refunded the full price since our travel plans changed and we were now flying into the Denver airport the following day. After arriving at the Ritz we asked multiple times why I was not refunded yet and was told that no one else could handle this situation besides Katie and she was unavailable during our entire stay. Not until after we returned to NY did we receive a voicemail by Katie stating that we would not be refunded despite her assuring we would. We were told after the fact that if we rebooked with the same company to pick us up from the Denver airport that would honor our original payment. If we were not misinformed by Katie we would have rebooked with the same company rather than using a different service and paying an additional fee. As a tourist, we put our trust in the concierge desk to guide us in cities we are unfamiliar with. This incident was shameful for such an establishment as the Ritz Carlton and was handled VERY poorly by Katie. She caused us to spend even more money and delivered false promises to us after we already spent quite a bit of money at the Ritz. Our fee should have been covered by the hotel as a curiosity for THEIR error and misinformation.

Don’t book through vail collection. We called them 5+times about issues in our residences and received no call back. For the price you pay do not book through vail collection they do not care about their visitors. If you have issues and you tell the front desk at the ritz they tell you it has to go through the vail collection. Extremely disappointed in Zach at vail - he never responded to calls and we are returning guests. We will choose the four seasons over ritz. Will never book through vail again

I have just returned from a week-long autumn trip. The quality of the Ritz-Carlton is as excellent as ever. The rooms are neat, clean and luxurious! The only drawback in my suite is that there is only a little unstable WiFi signal in the TV room. Other than that, there is no mobile phone signal at all. It seems to be isolated from the world, but this flaw will not affect my love for the hotel!

Luxurious housing in Vail, Colorado. The unit is quite large with high quality furniture and appliances. Car parking is valet and complimentary to guests. There is also complimentary shuttles between hotel and near by Vail or Lionshead Village - In addition, there is complimentary bus running around Vail. Room service is twice daily. There is cookie snack at 3pm, and a toast to the 10th Mountain Division at 5pm. Outdoor has a heated pool, and hot tubs. The gym is open 24 hours.

Beautiful facilities, superb staff. Pool, hot tubs & fitness center were open. Lounge opened the day before we left. Nice to lay out by pool & order food & drinks. All very good. Room was well prepared including videos, ice cream and all the fixings for the "kids". Our only negative was the air conditioning system. It never got any closer to our set temperature than 5 degrees even after several calls. They did say they would come at some point when we weren't in the room, but it just never worked out.

Incredible resort at Lionshead Village, great service, beautiful hotel, we got the 4 beds 5 baths rooms which has an amazing view. They take your groceries to your room, you do not have to carry your ski equipment to the room, you leave it at the entrance and rent the equipment right next to the hotel, you have a shuttle that takes you to the lifts, although I have a few complaints, one of the rooms does not have internet and the lights are really dim even the ones in the bathrooms so lighting at night is terrible.

From valet to the front desk, very welcoming and remember your name. Rooms are VERY clean and the property is very well maintained- inside and outside. Only issue- only one small restaurant on site with a very limited menu. BUT located around all the best restaurants- eat out or carry in. One of our favorite Ritz locations.

Wonderful place to stay. Great amenities and amazing team

Our best Vail experience yet… actually our best MVC vacation - no thanks to mother nature as it snowed for 2 days on our first vacation of the summer - this facility and staff far over compensated- everything was immaculate and every time were thought it couldn’t get any better.. it did. By far the greatest fitness facility of any property we’ve been to - the perfect balance of workout and relax in the steam room.

I am a little appalled that this is a 5 star hotel that people pay big bucks for. While the rooms were beautiful and staff were extremely kind, there were a lot of things missing that I would expect to find in this kind of place and for this kind of money. Maybe it’s because it was the off season, but there was no food menu for room service. The bar in the hotel was closed and the spa was only offering limited services. Staff didn’t have many recommendations or ideas for places to go or things to do.

Beautiful property, spacious rooms, nice pool and spa. Has a gym, conference center and kids gameroom

Stayed at the residence here for a week, bedrooms were dated, kitchen was dated but nicely appointed, the location was absolutely Great and the service was always on point.

What an epic stay at the best hotel in town. What a service. Great location. Easy access

1st stay at the Ritz, very nice. Great service, large and clean rooms. Easy to get spoiled at a hotel like this.

Beautiful resort, excellent service, conveniently located in Vail village walking distance to the lifts and shopping.

Excellent place, great rooms, ski valet. Breakfast was yummy!

The best place to stay and work, great service Ashton and John! Highly Rated!

Very nice facility. Our family recently had a wedding in Vail and a lot of the attendees stayed at this facility. We stayed in a 3 BR/3 BTH two story. Valet staff was excellent and assisted us beyond our expectations with packages and shuttle rides. Housekeeping staff were not entirely thorough in their cleaning during our stay but the room was very clean and nice upon our arrival.

Absolutely wonderful place to stay and play. Top notch service and staff as always ❤️

Nice property, nice staff, but you would think a resort would have comfortable beds. I’m pretty sure I slept on a concrete block wrapped in sheets.

Amazing experience! Amazing staff. Our friends were staying there and the staff made them feel like they lived there. ATM is located across from the bathrooms in the lobby. We needed some cash for the instructors. Awesome time!

Cannot recommend thus place enough... by day 3 I was referring it to home

This place is awful, rude and unreliable personnel unwilling to help. I had outmost terrible experience here. I suggest you taking your business elsewhere and never rely on Ritz at Vail

This resort is one of my favorites. The customer service provided by the entire staff of Vail Resorts and the Ritz Carlton is exceptional. My family has had the luxury of staying at this property over the past 10 years and the staff is always willing to go above and beyond on all of our requests. Michael with Vail Resorts is always accommodating on all our needs. Getting to know Michael has been a pleasure and he has become a dear friend over the years. Our children attend ski school in Vail so in the winter we come up weekly and it is truly our home away from home. I highly recommend this resort to anyone looking for a 5 star resort with amazing customer service.

We stayed at the Ritz Carlton Residences during the busy Christmas week. The facility is lovely, conveniently located and the staff worked hard to deliver services and problem solve when needed. I have two suggestions from my experience. The concierge team works very hard to help the families assigned to them. Getting restaurant and activity reservations during the holiday season is difficult and requires understanding that reservations for most places are opened 30 days prior to the date and are filled hours after opening. In my experience, going through a concierge often gives an advantage due to their relationships with restaurants and activity providers. This is not true in this case. Each concierge is assigned to serve >100 families during the holiday season and are trying to get all of them reservations. I found that it was more effective to get recommendations from them and call or use Opentable myself. My second suggestion is to be careful who you are booking your stay with. You can either book directly with the Ritz Carlton residences or with the organization that rents owner offered units for rent. ( cant remember name) I booked through the second option. In the end this was a mistake. Given the significant acceleration of Covid infection and our families health situation, we sought to reschedule our stay. After a lot of discussion and escalating many levels up through the organization, we were told " If you had booked directly with Ritz Carlton this could be arranged and in fact families were allowed to cancel because there wasn't enough snow this year. We were also told "It will be fine and you can't cancel due to fear of something that hasn't happened" Members of our family cancelled due to being in high risk health categories. It was not okay at all, restaurants closed, cancelled all take out service and had terrible service issues due to so many covid positive associates, our ski lessons were cancelled and we had to scramble to get other lessons for the same reason. Our ride to the airport had to be rescheduled because the service has so many people out sick. A member of the staff, said " I woke up this morning, thinking that you were right that it would be better to cancel and felt badly that you weren't allowed to." This was in no way the fault of the wonderful team at the Ritz Carlton. Take away is always book directly with the hotel or facility management. Do not use other travel services.

Exceptional property with world class services and an amazing location in Vail. Our favorite part was coming off the ski mountain and handing our skis off to the valet then being able to enjoy the rest of our afternoon without having to haul gear around. The suite was updated and clean with plenty of space for a family.