I booked a room in June for a wedding in early November. As happens with life, plans changed and I realized I would not be able to attend the wedding. I called to cancel my reservation on July 30th and was told my request had to be cleared by a manager, at which time I would have to pay a cancellation fee. No such fee was ever explained when I booked the room. I did find it on the website eventually after further exploration (though, poor grammar makes the cancellation policy statement a bit confusing). Knowing this was likely a ridiculous fee I'd overlooked when I booked in good faith, I was willing to accept the fee and move on. However, when the manager did call me back five days later, she called at 7:45 on a Saturday morning, was incredibly abrupt and hung up on me before I was able to get a cancellation confirmation number. Feeling uneasy about the interaction, I made note to call for the cancellation confirmation number. Before calling I noticed my account had been credited the amount of the room, less the cancellation fee. Shortly thereafter, my account reflected TWO MORE debits for the full amount of the room. When I contacted them about this they were lackadaisical in their response time and, yet again, the manager was less than polite or apologetic for the error. Needless to say, the staff appears to be friendly and helpful, but the management and practices of management leave plenty to be desired -- namely basic politeness and customer service skills. I've stayed here and eaten in the restaurant before under circumstances in which I did not make the arrangements or deal with the staff and found it to be fine. I would have likely stayed there again in the event that plans worked out better (though changing plans for one night over three months in advance does NOT seem like poor planning on my part). But I will NOT stay here and will be just as vocal with friends and colleagues who frequent the Estes area. I have never written a review before, here or anywhere else, as I am usually an easy going person and consumer. But this was one of the more downright awful experiences I've had.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.