The Arrabelle at Vail Square, A RockResort

Our stay at the Arabelle was cut short due to a power outage the hotel experienced the first night we arrived. We totally understand this is an unforeseen event and stressful to staff. With that said the customer service has been extremely distasteful and poor. We were told we had to move hotels and were given two options to choose from, and that they would reserve the room for us. Not once was a price difference discussed or that a new payment would be needed, just that this would be a transfer. Their systems were down and we were told we’d receive a refund once the hotel was up and running. When checking in to the new hotel we now find out that we must pay out of pocket and this is not a complete transfer. Frustrated as we just spent a night with no power, electricity, and no safety equipment like flashlights provided, we chose to enjoy the rest of our stay. We also lost a medication that needed to be refrigerated since power was out. The Arabelle was up running on Sunday. After calling multiple times I was told the refund would be provided by Wednesday the latest. It is now Thursday and management still has not issued a refunded or provided an update, just that a refund will be coming. When I called the Arabelle today (Thursday) I was told that management is still working on this and to expect a call by Friday the latest. What a lack of care after just experiencing a wrench in our vacation plans and acquiring additional lodging costs. Luckily we stayed at the The Hythe down the road and had an amazing stay and customer service experience which made up for the 6 hours spent at the Arabelle and overnight outage, and the post trip stress of dealing with their management.

We had a wonderful stay at the Arrabelle for a leaf peeping trip. Every detail was pretty much perfect. The valet was friendly and check in was easy. The lobby space is nice. What's always most important to us is the room itself, particularly the cleanliness and the comfort of the furnishings, especially the bed. Our room totally met our expectations. The room we had was bright and cheerful. The large windows opened onto a balcony equipped with table and chairs. The room furnishings were high end. The coffee area had a full selection of coffee, tea, water, and snacks. French doors opened into the spacious bathroom, which had high quality fixtures, two sinks, a large counter, a separate shower, and a large, deep bathtub. The toilet was in a separate space. The bed was so comfortable and had luxurious bed linens and down pillows. We never heard any outside noise while in our room, and the temperature controls were easy to figure out. The coffee station in the lobby was always neat and fully stocked with cups, tea bags, etc. The free breakfast is in the Tavern, a restaurant just off the lobby. The Tavern has great food and we eat there often when we're in Vail. At breakfast you order from a full menu of choices. All of our breakfast dishes were delicious. I have nothing negative to point out. The Arrabelle is beautiful and luxurious and a quick walk to the shuttle into Vail Village. We were gifted a weekend at a different luxury property in Vail Village a couple of weeks later for the Bluegrass festival so it was easy to compare the two places. Almost everything about the Arrabelle is better. This is now where we'll stay in Vail.

Not staying there but their drivers almost hit us on the road and you can hear their wheel screech as they round the corner up the hill and over the plates of road word. Wanna be race car drivers and it’s extremely unsafe. We are staying close to the Arabelle.

Arrabelle in Vail used to be a great place with wonderful service, but their valet service has drastically declined. The staff’s attitudes have become so uncomfortable and condescending that we now choose to park in the public lot just to avoid dealing with them. We’ve decided not to stay at Arrabelle.

We received an upgrade that was beyond expectation. The room was huge and amazing! Service was impeccable in all aspects. Have a car service to drive you around town was incredibly convenient. Breakfast in the Tavern was also excellent. Really good bread!