On Mar 5,13 I had booked a room in Aspen for the week of Mar 13. The next day, my plans had changed and I was going to stay with my group. I called hotels.com and asked to cancel my booking, they said that I could cancel but no refund would be issued. Both companies played each other against the customer - no refund by either. Their was a cancellation policy, but I would have to cancel by Feb 13,2013 in order to only pay $48.05. I called the hotel and offered to pay for a night ($278), if they would refund the other two ($556). They were dismissing and said they could not help. I informed them I would check in for spite as they will not be re-renting & keeping my money. When I arrived in Aspen, I promptly made my way to the hotel and checked in, offering a cancellation fee. It was declined again. On the morning of my third day, I stopped by to check my room and return the room key. Someone was staying in my room! Thankfully, when I opened the door their was only their belongings! I asked the hotel what had happened and why they rented my room while I had a key. I expected a refund. Again, the staff was very rude and could not help. I was out over $920 US. I returned home and was suprised to see an email from the GM asking hotels.com to credit 1 room night. I would have prefered this gesture before finding someone else staying in my room, but I guess this is how they operate. You will be much better off spending your money elsewhere.
- Official Description (provided by the hotel):
- Looking for Aspen Colorado, hotels that embody rustic mountain elegance? The Hotel Lenado is just steps away from Aspen's renowned shops, restaurants and skiing. With nineteen distinctive rooms, this award-winning inn next to Whitaker Park revels in the character that is uniquely Aspen. ... more less
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- Also Known As:
- Lenado Hotel Aspen