Madeline Hotel & Residences, an Auberge Resort

Very nice hotel, might not be worth the rate that they charge. Had a number of issues, some were resolved, other were not and could not be (design flaw). Shower issue was resolved, but HVAC ran 24/7 drying out the room, they had humidifier, but was turned off when I was gone. The issue was a design flaw, not that the system was not working.

This was a lovely place to stay in Telluride, CO. It was our second time staying here for our ski trip. It was one of the busiest time of ski season. Despite having a full occupancy and during a busiest time of the season the hotel did an admirable job during our time. Highly recommended.

Excellent location. Staff is wonderful. Food service was the worst experience that we have ever encountered at a hotel. We were without hot water in our guest room and the hot tub one evening. Would not go back due to restaurant quality. Breakfast and dinner required at least 1-2 hours for food to be served. When presented it was inedible due to being cold.

Service at the hotel was awful. There were plenty of staff, but it was clear they had just been brought in and not been properly trained. Literally everything we asked for was mishandled or not even done. For ex, we got back from dinner one night at 9pm, and our turn down service had not been done (we had received/responded to a text asking for turn down to be done at 630pm, and we also stopped by the front desk to ask for it to be done on the way out; when I texted the front desk upon return, we were told turn down was still occuring-at 9pm??). When we got back and called to say we at least needed our towels to be refreshed, someone came to the door with new towels, but he did not even know where the bathroom was-he asked us where it was so that he could deposit the towels there. That tells me the service staff was never trained/shown around the hotel. As another ex, we were sitting downtsairs in the morning, and someone asked the person wiping down the bar where breakfast was, and they said they did not know. Service at Timber Room was awful. It took an hour for beef carpaccio and soup. They brought us more food that was not ours than what was. At one point, a waitress was running to a table to deliver food. We heard other guests expressing dissatisfaction with their service, so we know we were not an anomaly. The awful service was actually a topic of conversation among guests! It got to the point where we just stopped asking for things, because every single thing we requested was somehow messed up. I will say that Kate was apologetic and didn't charge us for the upgrade that we were upsold, but still we were appalled at how bad the service was throughout the hotel + at Timber Room given the prices you charge. I would never stay at Madeline again. I certainly will be steering anyone away from your hotel who asks about our experience. The service issues again were not the fault of the lower-level staff. They appeared not to have been trained or properly managed. Upon checkin, it took two hours for the extra hangers we requested to arrive and longer than expected for our bags to be brought up. Our suite was nice and well-sized, but there were no drawers to put our folding clothes in, which was disappointing. We mentioned this to the front desk, and they said they could send up a bureau. Well, they did send up a bureau, but it was MASSIVE. We came back from dinner one night, and it was completely blocking the window (see pic attached to this review). It was so ridiculous. The next day we asked for it to be removed, and it was, but it took three poor men huffing and puffing to get it around the corner from the bedroom to get it out of the room. I don't understand how it would make sense to anyone to a) bring up a bureau of that size, b) put it in a spot blocking the window, and c) think that it would be easy to get in and out. When we asked for it to be removed, we were told there was a smaller one they could bring -- why wouldn't they have done that to begin with??? At that point we said no, we didn't want to deal with any more headaches. At the Black Iron where we ate breakfast, there was one lovely waitress who we could tell was truly trying her best and wanting to make a nice experience for the guests. She was doing everything though, and she was clearly overworked despite all of the other people working there. She seemed to be the only one who knew what she was doing. Everyone else seemed confused or overwhelmed. Service was slow; orders were brought out incorrectly. One day, a massive tv on the bar was playing strange old 80s/90s shows on what looked like the Hallmark channel or something? Odd... After very slow breakfast service the first morning, we told the manager the next morning we needed to be in and out because we had a pickup for an excursion. They did get us out quickly, but she was a little sarcastic upon our leaving asking us if service was fast enough. That was unpleasant and made us uncomfortable. She was not nice or pleasant. The woman checking us in at the desk right outside the restaurant was nice though and did remember us by name. We only ate lunch once, and it took a while. I asked for herbal tea and was told by the waitress verbally what they had. I wasn't wild about the choices. She came back and said she "found" another type of tea for me. That was nice but again odd. Why did she have to search around to find the tea. The servers ought to know, in my opinion, what the selection is, or have a box with the options. Our experience at Timber Room for dinner the first night was awful. Took forever. Order delivered incorrectly multiple times. Manager apologized and comped meal, but still it was awful. We heard other guests complaining. Beautiful space but beyond disappointing, as that was our first night there, and we were tired and hungry. It is not a pleasant experience sitting in a restaurant getting horrific service and also overhearing other guests complain about their similarly awful experience. At the pool, the towels in warmer weren't particularly warm. Old beer bottle caps by pool were not cleaned up. Upon checkout, it took three tries to get the $90 breakfast credit applied. My husband had to go downstairs three separate times to see if they had gotten it correct. When they finally did, the internet went down, so they couldn't finalize the changes. Beyond annoying -- it was a complete joke. There were several other similar issues throughout our stay. NOTHING was done right or as we asked. We have stayed at other Auberge hotels, and the Madeline pales in comparison to them. The Madeline absolutely should NOT be an Auberge hotel, and I would not recommend anyone stay there.

Beautiful hotel and easy access to mountain activities. Some unresolved issues with hotel services but they did their best to remedy the situation. Would choose this collection of hotels again. Appreciate the effort from the majority of their staff.