Trailhead Lodge Rocky Mountains

If I was only rating the staff, this would be 5 stars. They were all so helpful and friendly. However, our thermostat and air conditioning did not work for the last 2 full days of our stay and was not addressed despite our multiple asks. We did get a fan when we requested one. We were on the second level and it was loud with the sound of people walking on the stairs and deck/hall outside the room, as well as being able to hear everything from neighboring rooms. The beds are comfortable, the guide book in the room appreciated and helpful, and the food and drinks tasty. But I’d hesitate to stay again.

We vacationed to Estes Park from Kansas. We stayed here for 3 nights. Whoever made their website and took the photos did an amazing job. The lobby was nice and staff were okay. It is a great location but if this motel were anywhere else it would be 3 stars at best and much cheaper. It is only 2 levels so it is a motel. The room we stayed in was designed awkwardly. I had about 1 foot to get around the bed to my side. It was cramped. We had the bottom floor and it was very loud above us. When we went to turn our keys and checkout there was no one at the front desk. So we went to get coffee and donuts downtown. And had to come back to check out. We were given a small refund which was appreciated

I was very excited to stay here and was disappointed with the reality. While the main lodge was very nice, the rooms need updating. There was obviously a focus on aesthetic and "cool" marketing over a quality remodel. The old doors have chipping paint, there are no curtains on the back windows, and the windows are old and poorly functioning to the point I was concerned about security. The walls are paper thin as well, so the rooms are very loud. On a positive note, our waiter was incredibly nice and the main lodge was a nice place to have a drink and play games. The location to town cannot be beat. As for improvement, there is an advertisement at the front desk for complimentary drinks and snacks for guests from 4-5. We showed up at 4:12 and were informed that the free drink is only for people who arrive at 4:00 sharp. When we pointed out the discrepancy, the manager just said sorry that's not how it works and we were not offered a complimentary drink despite arriving in the 4-5 time frame exactly as advertised by the front desk. I don't really care about the drink but I thought that was terrible customer service. The manager should have apologized for the miscommunication and offered the two of us a complimentary drink and taken the sign down for future guests. We heard another guest walk in about 20 minutes later and the exact same thing happened. It must happen constantly. The bar was out of the wine I ordered, then I ordered a soda and they were out of that flavor as well. The next morning I bought coffee and wanted to pay cash but couldn't because there was no cash in the register. The manager needs to get on top of ordering supplies and offering better customer service. The idea for this hotel is great, but execution is very poor. I assure you this is not a 4-star hotel