Peter R.
After a long day skiing, we went to the hot tub and found no towels, even though the resort description said they would be there. We went back to our room for some, but neither key card worked. We were locked out in swimsuits and flip flops, with no phone or car keys, in 20-degree weather and snow. The lodge had no staff, and the check-in desk was three miles away. We borrowed a phone and called the number posted in the “lobby” for Keystone resorts. It only played a recording telling us to call back during normal business hours, with no after-hours contact listed. The after-hours details had been sent by text and email, but both were on my phone inside the room. Eventually I called 911, and they gave us an emergency number. Nobody answered the two calls or messages we left there. In one message I explained that my wife is diabetic and could have faced a medical emergency without access to her insulin or sugar. We waited an hour with no response. A very kind stranger, Derek, from Chicago, drove me the three miles back to the check-in building in lousy road conditions. We arrived just before it closed. The staff acted like it was no big deal and handed us new keys. The desk was only minutes from closing at 7, and we could have ended up sleeping in our bathing suits on the lodge lobby floor, with my wife without her diabetes medication or supplies. Staff said a senior manager would call, but that never happened. The condo itself was clean and orderly when we arrived, though its door had been left wide open. I figured housekeeping had overlooked it, but learned my lesson and should have reported it. I paid over $220 for a one-night break from the grind, which became a stressful and unhappy experience. Nothing bad ultimately happened, and I know these are first world problems. Still, check your keys and don't count on help from Keystone Resort management.
