The Ritz-Carlton, Bachelor Gulch

We stayed at The Ritz-Carlton, Bachelor Gulch in August to celebrate three family birthdays and booked the concierge level, hoping for a memorable getaway. Unfortunately, the experience felt like it fell just a bit short of the luxury standard for the price point, ultimately lacking the special touches that leave a lasting impression or make us want to return. Our arrival set a challenging tone when our room was not ready at the designated check-in time. While the staff offered a polite apology, no additional steps were taken to help accommodate or ease the inconvenience of waiting. The club lounge experience itself was also a bit underwhelming. The food was okay, but the beverage options were quite limited, featuring only one white wine selection and no still rosé. When we asked, we were told it would have to be purchased downstairs at the bar, something that would have been a nice, effortless accommodation to include at the concierge level. Birthday recognition was minimal. Despite noting the celebration multiple times prior to our arrival, acknowledgments from the staff were sparse beyond a small cake left in the room. The room itself had a few minor oversights in finishes, such as a broken and crooked lampshade. We stayed in a one bedroom club level suite. We opted for the kids camping experience for our four-year-old son, but it did not quite match the marketing photos, as elements like the lantern and special lighting were omitted due to liability policies. To their credit, when we shared our disappointment, the club-level staff graciously removed it from our bill. I also had to request a kids activity book, which was not included in the camping package, despite being advertised online. After asking for one, they did provide it. However, they did make it a point to mention that it is usually reserved for the kids' club members (which requires children to be five and up). Comparing this property to other Ritz-Carlton locations we have visited, such as Maui, where the team consistently goes above and beyond, Bachelor Gulch felt a bit transactional rather than tailored. While comfortable, it simply didn't deliver the unique magic or attentive service we hoped for, and we likely would choose to spend our travel investment elsewhere next time.

My wife and I were part of a group of about 250 people who attended a wedding that took place at the hotel, most of whom also stayed in the hotel or in the affiliated condominiums. The property is beautiful, the staff was top notch; the wedding events were spectacular, including the Ritz staff preparing not one, but two separate services of spectacular-tasting Indian food; but our room was the pits. Literally. We are Bonvoy menmbers and try to book with that family of hotels whenever possible. We booked our stay directly with the hotel and took advantage of the block of rooms set aside for wedding attendees. We were assigned Room 229 which indicated a "limited view". In this case, becuase the second floor was the lowest guest floor (who knew?) that meant looking up at the earthen ramp that runs alongside the hotel as well as at a large metal exhaust grate. It took us about 36 hours to realize that while the view was poor, the room comfort was worse. That is becuase, we surmise, that since it is on the lowest level of the hotel, it is located above mechanicals or a boiler becuase the common hallway, tile floor of the bathroom is actually warm to the touch, as is the carpet for about four feet into the room. While that might be great in the winter, it is not in the summer when the air conditioner cannot cool your room. We brought all of this up to the manager, who listened to our criticisms and offered to move us, but we had already put all of our clothes away. He also offered complimentary spa treatments, but we turned that down becuase a) we had already been to the spa, and b) it was expensive and too much to ask. In the end, he offered us a $200 credit, which we accepted. Funny enough, on our folio it showed we were only given $100.00. The bottom line is that there is no way that someone did not already know that those six or so rooms at the start of the second floor hallway have a temperature issue. They should not be rented out in the summer, espeically when there are multiple open rooms during the slow (non-snow) season. This stay was simply not up to Ritz-Carlton standards.

Disappointing experience for a romantic getaway I want to be very clear from the outset: the staff at the Ritz-Carlton Beaver Creek were absolutely fantastic. They were warm, welcoming, professional, and genuinely tried their best throughout our stay. My disappointment is not with the people working at the hotel—it is with the management, planning, communication, and overall operation of the property. My wife and I booked this stay specifically for a romantic break. I have been traveling extensively, and we were really looking forward to some quiet time together. Unfortunately, we were not informed when booking that there would be a large wedding taking place at the property during our stay. When we raised this concern, we were told that the hotel could not tell us that a wedding was taking place because of privacy considerations. I found that explanation difficult to understand. We weren’t asking for the names of the couple, details about the wedding, or any private information whatsoever. Simply letting guests know that a large wedding or private event would be taking place at the resort is basic information about the environment they should expect during their stay, not a breach of anyone’s privacy. The wedding itself was clearly a high-energy event, and while I have absolutely nothing against weddings or people celebrating, the atmosphere was completely at odds with the quiet, romantic getaway we were expecting. Had we known in advance, we simply would have chosen somewhere else. More importantly, the impact went beyond the atmosphere. The hotel appeared to be operationally overwhelmed by the event. There simply did not seem to be enough staffing or inventory available to adequately serve the other guests staying at the hotel. At around 10 p.m., we attempted to order room service. We were told that the only option available was a Caesar salad without protein because multiple other menu items had sold out. This wasn’t an isolated case of one particular item being unavailable—it seemed that multiple menu options and ingredients were no longer available. We experienced something similar at the Japanese restaurant. Again, the service from the staff was fantastic. They were doing everything they could, but effective inventory management should be a fundamental part of operating a property at this level. If a hotel is expecting a significant increase in occupancy and demand because of a major event, it should be anticipating that demand and ensuring it has sufficient stock to deliver the experiences and menu choices it is advertising. The staff were not the problem. The operational planning was. We did raise our concerns during the stay, and unfortunately, at one point the conversation seemed to shift toward the fact that our reservation had been made using Marriott Bonvoy points. I found that particularly disappointing. How a guest has paid for their room should not determine the quality of experience they receive. I am a long-standing member of the Marriott ecosystem, and one of the reasons people consistently choose to stay within a hotel group is the expectation that loyalty will provide a consistent experience across the brand. Whether a stay is paid for with cash, points, or a combination of the two, the guest is still occupying the same room and should receive the same standard of hospitality. In this instance, I simply did not feel that the value proposition of being a loyal Marriott guest was reflected in our experience. At some point, management needs to decide what this property wants to be. If it is going to operate as a major wedding and events destination, that can certainly make sense from a revenue perspective. But if that is the strategy, the hotel needs to ensure it has the staffing, inventory, communication, and operational capacity to continue providing an exceptional experience to the other guests staying at the property. Right now, it feels like the property is trying to do both, but the experience for non-event guests can suffer significantly as a result. The biggest disappointment was for my wife. We booked this as a chance to reconnect and have a quiet, romantic break after a period when I have been traveling extensively. Instead, the overall experience left her genuinely let down. To be absolutely clear: this is not a criticism of the staff. They were lovely, fantastic, and did everything they could. This is a criticism of management and the operational decisions surrounding the event. If you are looking for a romantic couples’ getaway, I would strongly recommend considering an alternative property in the Beaver Creek/Vail area. If you are looking for a wedding venue, however, this may be a very different story. For us, unfortunately, it was a two-star experience and a significant disappointment given what we expected from a Ritz-Carlton.

I stayed at the Ritz Carlton Bachelor Gulch for a business meeting. The hotel is located mid slope west of Vail in Avon. It’s a traditional mountain lodge hotel and is full of timber and stone for rustic look. The rooms are well appointed and comfortable. Service is good not great. Folks are friendly and the hotel is kid friendly. Would be good to bring your family for a trip here. Lift No. 16 for the Bachelor Gulch Express leaves from the terrace. So very convenient for skiing and hiking. I would stay here again.

Where do I even begin? Let’s start with the positives. From the moment you arrive, the gentlemen at the front entrance and the valet team are incredibly kind, welcoming, and professional. They truly made a great first impression. Although this is an older property, the grounds are well maintained and our room was clean. And I want to give a special shoutout to Dennis at the front desk, who was able to accommodate us in a better room. We really appreciated that. But when you plan and save for a special luxury stay, attention to detail is everything. And unfortunately, that is where this experience fell short. Our First Night When we walked into our room, we immediately noticed there was no safe. We found that very odd for a property of this caliber. The room itself was clean, but the problems really began when we ordered dinner. Our order was largely incorrect, and the bill was wrong as well. I went downstairs around 9:50 p.m. to speak with the front desk because we were exhausted from traveling, hungry, and simply wanted the situation corrected. Unfortunately, the response I received made me feel as though I was bothering them rather than being treated like a guest who deserved assistance. After traveling all day, the last thing you want is to spend your evening trying to fix a basic room-service issue. Breakfast The following morning, I went to Wild to order breakfast to take back to our room. I was very specific about the details of my order, yet almost everything I had requested was incorrect. By the time I made it back to the room, the breakfast was simply not what we ordered. Again, these may sound like small things, but when you are staying at a luxury property — especially one carrying the Ritz-Carlton name — the details matter. The Spa — This Was the Biggest Disappointment I have experienced day spas all over the world, and I was genuinely looking forward to spending time at the spa. When I arrived, I was given a tour, but no one told me about the grotto that so many people had recommended. I didn’t even know where it was, so unfortunately, I never got to experience it. But the biggest issue was the condition of the spa itself. The robe I was given was torn and appeared extremely old and worn. That alone was disappointing. Then there was the relaxation/waiting room. I was only in there for approximately 10 minutes before I couldn’t take it anymore. There were flies throughout the room. It was not relaxing, comfortable, or remotely what I expected from a Ritz-Carlton spa experience. I actually left the relaxation room and went back to my hotel room to wait for my massage. I would have much rather waited in my room than sit in that environment. Room Service Left in the Hallway This was honestly one of the most shocking things we experienced. If you order room service and leave your dishes outside your room, they can sit in the hallway for days. And I mean days. We spoke with several other couples during our stay, and they couldn’t believe it either. We saw plates and room-service trays sitting outside rooms, and it wasn’t just one isolated occurrence. For a luxury property, that is incredibly disappointing. The Ritz-Carlton Name Sets a Certain Expectation When you see the Ritz-Carlton name, you expect a certain level of service, quality, hospitality, and — most importantly — attention to detail. Unfortunately, this stay did not meet those expectations. There is clearly a lot of work that needs to be done at this property. That said, I want to recognize the people who did make a difference. The gentlemen at the front entrance and the valet team were fantastic. And I want to give a very special thank you to Michelle Silva at the front desk. Michelle was the one person who truly represented the Ritz-Carlton brand the way I believe it should be represented. Despite all of the issues we experienced, she handled everything with professionalism, hospitality, kindness, and class. She even provided us with a $100 credit, but honestly, it was her attitude and professionalism that made the situation better. Final Thoughts To The Ritz-Carlton, Bachelor Gulch — you have a beautiful property and some wonderful employees, but you have to do better. We personally will not be returning, and based on the conversations we had with other guests during our stay, we were not the only ones who felt this way. When guests spend this kind of money and plan a special trip, they aren’t just paying for a room. They’re paying for an experience. And unfortunately, this experience did not live up to the Ritz-Carlton standard we expected.