Gaylord Rockies Resort & Convention Center

“ABSOLUTELY AMAZING”

This place is absolutely amazing! The staff are so nice and check in process is a bit long if you get here at the right time, but it still was great. The pool is great but can be crowded sometimes. The outdoor pool is also amazing. I will say prices are expensive but it's kinda worth it. The rooms … more

This place is absolutely amazing! The staff are so nice and check in process is a bit long if you get here at the right time, but it still was great. The pool is great but can be crowded sometimes. The outdoor pool is also amazing. I will say prices are expensive but it's kinda worth it. The rooms are extremely nice. I came down here for my birthday and the even gave us birthday cards signed by the staff and candy!

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“Amazing Staff, Disappointing Management Response”

We recently stayed at Gaylord Rockies and had a mostly wonderful experience. From the moment we arrived, the valet service was excellent, and our room was great. The highlight of our stay was the incredible service we received from several team members. The check-in attendant, I believe her name w… more

We recently stayed at Gaylord Rockies and had a mostly wonderful experience. From the moment we arrived, the valet service was excellent, and our room was great. The highlight of our stay was the incredible service we received from several team members. The check-in attendant, I believe her name was Ivana? (I wish I had written it down!), was absolutely amazing. She was so sweet, welcoming, helpful, and made us feel valued right from the start. Her kindness set the tone for our stay. We also spent an entire day at the pool with our party and ordered quite a bit of food and drinks. Our pool server was friendly, patient, and attentive throughout the day. The food and service were fantastic, and we enjoyed the lazy river. Unfortunately, our experience at the Topgolf Swing Suite was extremely disappointing. We came at 4:00, the simulator wasn't working. Three different employees attempted to restart it, but it still would not function. Since there was another reservation scheduled after ours, we only had a one-hour window, and most of that time was spent trying to get the simulator working. Eventually, manager Bree came over and said, "Don't worry, we won't charge you." While I appreciate that we weren't charged for something we couldn't use, her approach felt dismissive and rude. It came across as though she was doing us a favor, when in reality the equipment wasn't functioning and we never got the experience we had paid for. When I expressed my frustration and asked why we would be expected to pay for a service we couldn't use, she seemed annoyed and responded by asking, "Well, what would make you happy?" The interaction left me feeling unheard and frustrated. Thankfully, our server, who I believe was named Becka, completely turned the situation around. She was kind, respectful, and genuinely apologetic about what had happened. She treated us with empathy and professionalism and even spoke to a general manager, who was able to remove my drink and appetizer from the bill.....the only items we had managed to order while dealing with the simulator issues. I had already spent several hundred dollars at the resort throughout the day. I did not appreciate the way Bree spoke to our party during that interaction. It left us feeling uncomfortable and frustrated. Afterward, we decided to leave the hotel and enjoy dinner elsewhere. We ended up having a great evening, but it took some time to shake off the negative atmosphere that the interaction had created during what had otherwise been a wonderful day. Thank you to Becka for speaking to us with kindness and respect and for providing the level of customer service we expected. While much of our stay was excellent, the handling of the Topgolf issue by management was disappointing and left a negative impression on an otherwise enjoyable visit.

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