The Sebastian, Vail

I was celebrating my honeymoon these past days in Vail, after staying some days at the Four Seasons we moved to The Sebastian as we were looking to get a sense of the 2 best hotels there. During my first day of the stay i received an emergency call from my family that required me to leave on December 5 instead of December 6, i sent the below email to the hotel manager, i even went to the lobby at night the same day i received the emergency call to let them know i needed to leave and that i was kindly asking to accept booking date changes so i could get a refund for the last night. On the next morning i went multiple times to the lobby looking to speak to the hotel manger and the front desk lady who spoke to him told me i could talk to him if i waited 10 min, which i did, he didnt show up which was very disrespectful even after knowing i was on a hurry, post this the lady went again to his office to then tell me he was ok on approving the date changes from booking that he asked her to do the check out first and then he will approve this date changes from booking so i left the hotel. Hours latter I received an email from booking letting me know that the request was rejected by the Sebastian. I think all this let too much to think for a hotel that is supposed to be on the top tier of vail remember that qhen this small issues happens is were you truly see a hotels quality on customer experience, on my side i just experienced lack of clarity and professionalism in addition of no respect for their customers, on my side this has been one of the the worst client service experiences i have got. I was told not to stay at the Sebastian but i didnt listen, i want to share this so hopefully other travelers doesnt experience the same thing i did, trust me there arr other hotels that will provide way better stays for same or less money

Flight delays then cancellation by airlines prevented my ability to get to the Sebastian. The assistant manager, Robert was of no assistance in helping me file claim with my travelers insurance. He actually refused to talk to them or made himself completely unavailable. Expedia finally stepped up out of respect and integrity and reimbursed me for a part of the expense. The Sebastian would contact no one and provide no accurate information to my travel insurance company. I would advise checking out some different locations with more customer friendly policies and more courteous business practices. I hope you have a wonderful vacation. I hope know one has to experience the level of disappointment and frustration I experienced dealing with the Sebastian.

This was first trip to Vail. The Sebastian was a nice place to stay. Staff were friendly. The room was comfortable. The location of the hotel was ideal.

No hot water for 2 days. The hotel is very tired and desperately needs an update. Faucets in bathroom leaked badly. The rooms were dark; paint peeling and the GM did not respond for over 24 hrs when we called to complain. The Assistant Manager was quite nice and helpful however though we did have to go down and seek him out after we received no reply from the GM.

5 out of 5. Mark who was running the concierge desk was amazing. We weren’t stay here and we came and asked for his help as we booked an Uber to get to the airport and it never turned up. The superstar Mark jumped into action booked a private car dealt with everything for us and save the day. I’d highly recommend staying here as the staff couldn’t do enough to help us.