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It goes without saying that booking a hotel that is still under construction carries with it some inherent risk. Construction delays are common, and if you book too close to the announced opening date for the property, those delays could mean that the hotel is still closed when you are set to arrive. Over the years I’ve seen it happen many, many times even at upscale branded properties.
The upside is that when this happens, you often see the nicer branded hotels take good care of impacted travelers, though this isn’t a guarantee. In the past, I’ve seen hotels with delayed openings cover flight change fees, put travelers up in a comparable (or even nicer) property on the same dates, offer a refund, and invite the travelers back for a complimentary stay at a later date…sometimes even in a suite.
As luck, or lack of luck, would have it, we now find ourselves impacted by a delayed re-opening of the SPG Luxury Collection Vail Cascade Resort after the property has been closed for several months undergoing a reported 50 million dollar renovation. We were set to visit on SPG points as part of my partnership with the SPG Stars program in the coming months, but the hotel has delayed the opening until January 20, 2017, which is sadly after our scheduled stay.
I booked our room on points many months ago when the property joined SPG, and I’m betting that at least a few of your have done the same. The property reached out this week and offered either to cover a stay for our same original travel dates at a “comparable” property if one is available, or if we have flexibility with our dates they will refund the points and instead cover a complimentary stay of the same length later in 2017 at the Vail Cascade as outlined below in a paragraph taken from the email they sent out.
Please rest assured we are working diligently with other hotels in the area to accommodate your upcoming vacation reservation to a comparable property. In partnership with Starwood Preferred Guest, your SPG points will be credited back to your account should we be unable to transition your redemption stay to a SPG property. However, if your travel plans allow for flexibility, in addition to crediting your SPG points, we cordially invite you to return for a complimentary future stay of equal room nights as your current reservation February 10 – September 30, 2017. There is no doubt that we will be one of the most extraordinary luxury resorts within the picturesque Vail Valley and want to ensure that you are able to experience it first-hand in the near future.
I really want to stay at the Vail Cascade at some point this ski season both for selfish skiing reasons, and also to review the property for you guys, but I’m now left trying to figure out what to do in this case. We already have some of our flights to Vail booked for our original travel dates, but I hate to have to stay somewhere else in the area and then miss out on the Vail Cascade totally this season. It’s also probably no surprise that I like the idea of getting a truly complimentary stay at this property, so I’m leaning towards just scrapping the whole original Vail trip for now, starting over, going somewhere else for those original dates (maybe Santa Fe?!), and then heading to the Vail Cascade for a weekend late in the ski season.
Have you been impacted by the delayed re-opening of the Vail Cascade? What would you do in my situation?
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