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“Poor customer service and amenities” 2 of 5 stars
Review of The Osprey at Beaver Creek, A RockResort

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The Osprey at Beaver Creek, A RockResort
4.0 of 5 Hotel   |   10 Elk Track Road, Beaver Creek, CO 81620   |  
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Hotel amenities
Special Price
35% off room rate
Ranked #2 of 21 Hotels in Beaver Creek
Certificate of Excellence
Level Contributor
9 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
“Poor customer service and amenities”
2 of 5 stars Reviewed March 12, 2013 via mobile

Just checked out today after 4 night stay. Lots of opportunities for this resort to improve upon to make it worth the money. #1 problem was general lack of concern for guest experience. For this price I would expect someone to ask how is my stay going, etc. It always seemed to be an inconvenience for the employees if you asked for anything. Coffee pots were always empty. You would think if Hilton Garden Inn can keep coffee out all day so could a high end boutique resort in a cold climate. There aren't enough conveniently placed electricl outlets in room. Would be nice to be able to plug in phone on night stand and not clear across the room. The poolside firepit is only lit by request. There is no vending so if you get a craving after 11 then your out of luck. It is nice that they have granola bars and oranges but would be nice to have a variety and a way to get a soda if you want one. Coffee pots are in bathroom which quite frankly grosses me out. We asked for a wake up call and never got it.
To give credit, the location is great. Step out the back door and your on a lift. Beds and linens were extremely comfortable which is very important. Very clean hotel. Ski valet was nice. Free DVD rentals was nice.
Overall, when compared to other places at this price point I expected much more. The location and ski valet do not overcome the lack of service. Quite frankly, I get better service from chain hotels that I frequent for business. The personnel need a class on customer service and with the exception of Oliver and the valets, the rest of the employees need to get a personality.
Will not recommend this hotel and will choose other options next time.

  • Stayed March 2013
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cgersbach, General Manager at The Osprey at Beaver Creek, A RockResort, responded to this review, March 15, 2013
Thank you for taking the time to provide valuable feedback regarding your recent stay at The Osprey. Please accept my sincerest apologies that our guest service did not meet or exceed the expectations we strive to deliver to each of our guests. We are extremely disappointed to hear of this situation and can confidently say that this experience is not at all the norm for our guests. I can assure you that we are addressing each one of the issues stated in your review to make certain this type of situation does not happen again. To all of our guests, on behalf of the management team, we each take personal responsibility to ensure the safety and well being of our guests. We take comments like this very seriously and greatly appreciate your feedback.

Sincerely

Chris Gersbach
General Manager
The Osprey, A RockResort

P: 970-754-7390
F: 970-754-7340
Front Desk: 970-754-7400
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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273 reviews from our community

Traveler rating
    218
    33
    11
    8
    3
See reviews for
86
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Rating summary
  • Location
    5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    5 of 5 stars
  • Value
    4.5 of 5 stars
  • Cleanliness
    5 of 5 stars
Traveler tips help you choose the right room.   Room tips (71)
Date | Rating
  • English first
  • Portuguese first
  • Spanish first
  • Any
English first
denver
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
1 of 5 stars Reviewed March 7, 2013

My family stayed at the Osprey during the Christmas break. While many people were nice there were things going on at the hotel that I find unacceptable. First of all we had to wait over a hour for our lunch food to come out. During that time we could hear some cook screaming and yelling about the people in the restaurant. This carried over to the lobby area in front of everyone to see. He kept screaming and cursing that he quits. I had watch all of this while I wait for my food. To my surprise this individual was still there the next day. Very poor management to allow an employee to act any way he wants in front of paying customers. This is not the type of experience that someone should have to go through during the holidays especially at a Rock Resorts.

Room Tip: as convenient as the location of the lift is, stay on the other side of the htel
See more room tips
  • Stayed December 2012, traveled with family
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cgersbach, General Manager at The Osprey at Beaver Creek, A RockResort, responded to this review, March 15, 2013
Thank you for taking the time to provide valuable feedback regarding your holiday stay at The Osprey. Please accept my sincerest apologies for your dining experience and that it did not meet or exceed the expectations we strive to deliver to each of our guests in the Osprey Lounge. We are extremely disappointed to hear of this situation and can confidently say that this experience is not at all the norm for our guests. I can assure you that we have addressed the issues stated in your review to make certain this type of situation does not happen again. To all of our guests, on behalf of the management team, we take comments like this very seriously and greatly appreciate your feedback.

Sincerely,


Chris Gersbach
General Manager
The Osprey, A RockResort

P: 970-754-7390
F: 970-754-7340
Front Desk: 970-754-7400
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
denver
1 review
5 of 5 stars Reviewed March 4, 2013

Wow!!!... is how I'll begin. This resort is amazing in every way. Beautiful, friendly, & the PERFECT location with modern, clean, super-cool rooms. Did I mention clean??? I know this is what everyone expects with this level of resort...but how many times are you actually impressed with every detail? They really think of everything. The shower is like a spa, and the beds are the most comfortable, ever. The tea assortment & bottled water was also a nice touch. And, the staff is very professional and friendly!

A special "thanks" to Devin (sp)? who went out of his way to get our skis from our car when he heard we had left them behind. We didn't even ask for his help.

The fact that you can walk right out the door and onto lift is just an added bonus. There is nothing I would change about Osprey....except that I wish I could visit more often.

Thank you for an amazing trip. This is the BEST place to stay in Beaver Creek!!!

  • Stayed February 2013, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Greenville, South Carolina
Level Contributor
70 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
5 of 5 stars Reviewed February 17, 2013

My husband and I stayed here with our 12 year old son and the experience was perfect in every way. The service was personal and professional. Our room was just what we needed with a pullout couch that comfortably slept our son. The in-room fireplace was a cozy surprise that added heat without taking up space. The lift is steps from the hotel door and the ski valet made skiing super simple. The location is perfect, just steps from the village but enough privacy to be away from the hustle and bustle. Finally, the food in the restaurant was the best we had anywhere in Beaver Creek or Vail. The restaurant is small, so make reservations but the food and service are superb. We will definitely return.

Room Tip: Ask for a room with a view and a pullout couch.
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  • Stayed February 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dallas, Texas
Level Contributor
223 reviews
58 hotel reviews
common_n_hotel_reviews_1bd8 99 helpful votes
5 of 5 stars Reviewed February 17, 2013 via mobile

Our second time to stay at this hotel. Very convenient to slopes and village. The room is nice and comfortable. Staff is great. The housekeeping didn't refill sweeteners, etc, but did refill the coffee packages. The night time turn down didn't do a great job, but the day time service cleaned better. The ski equipment was stored , but the guys were more accommodating last year to help us return our equipment to BC sports. You can arranged people to come to hotel to fit you from BC sports, and I didn't know that. Ask for fitting service at the hotel prior to arrival. We can hear the neighbors in the next room very clearly, so bring some earplugs for sleeping. I wouldn't recommend this hotel for children. Lobby is not very big and not well appointed for children. However, overall a great hotel and we sill stay again.

Stayed February 2013, traveled as a couple
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Level Contributor
5 reviews
4 hotel reviews
5 of 5 stars Reviewed February 15, 2013

Once you stay here you will not stay any where else. The Osprey Hotel providie a superior service. The stuff truly proved the experience of a lifetime. I truly belief that the Osprey is the best resort in Vail Valley.

  • Stayed January 2013
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Charlotte, North Carolina
Level Contributor
43 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 48 helpful votes
5 of 5 stars Reviewed February 13, 2013

Directly across the street from the Beaver Creek base village and also the bus stop, plus immediately adjacent to the Strawberry Express lift - for those who like convenience, The Osprey should be considered. Rooms were very nice, on the small side, but ours had a wall installed fireplace. The lobby was interesting - a small arrival lobby/front desk then up the stairs to basically one area that contained the bar, restaurant, a living room with couches and a fireplace, the ski valet, and an adjacent exercise room. Every employee was very friendly, the ski valet was excellent. We like to watch movies on ski trips and the place actually had a free DVD kiosk, although there were not many new or even recent releases.

  • Stayed January 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about The Osprey at Beaver Creek, A RockResort

Address: 10 Elk Track Road, Beaver Creek, CO 81620
Phone Number:
Location: United States > Colorado > Beaver Creek
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities ( Kid / Family Friendly ) Restaurant Room Service Shuttle Bus service Ski-In / Ski-Out Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Spa Hotel in Beaver Creek
#1 Luxury Hotel in Beaver Creek
#1 Ski-In / Ski-Out Hotel in Beaver Creek
#3 Romantic Hotel in Beaver Creek
#4 Family Hotel in Beaver Creek
Price Range (Based on Average Rates): $$
Hotel Class:4 star — The Osprey at Beaver Creek, A RockResort 4*
Number of rooms: 49
Official Description (provided by the hotel):
The Osprey at Beaver Creek is the ultimate in Beaver Creek lodging, creating a modern, luxury hotel experience unlike any other you’ll find among ski resorts in Colorado or anywhere else. The Osprey creates unforgettable vacation experiences by coupling luxurious, stylish accommodations and a superior level of comfort with exemplary service from a friendly, welcoming staff. The Osprey was recently awarded the #1 Top Resort in the Continental United States by the 2012 Travel + Leisure World's Best Awards readers survey. ... more   less 
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Also Known As:
The Osprey At Beaver Creek, a Rock Hotel Beaver Creek
Inn Beaver Creek

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