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
- Reservation Options:
- TripAdvisor is proud to partner with Despegar.com so you can book your Hotel Lenado reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
- Also Known As:
- Lenado Hotel Aspen