I reserved a room in September and was told when I checked out the rooms were assigned based on availability upon arrival. We had two small dogs and had to hike to the back of the hotel to take 2 elevators to the 10th floor. I reserved the room as a pet friendly room and as soon as we walked in the room after a 12 hour drive we were called from the front desk and told there was a $75.00 pet fee on top of all the other fees. I was also told by the front desk when I asked later that night the kitchen was closed but after I went to the bar and was told I could still order so luckily I was able to bring food back to the room located in the back 40 acres of the hotel. Additionally you advertise pet areas for them to use the facilities. This does not exist. The only good experience was the valet personnel. So for over $500.00 for a room that I booked in September at $262.00 I had a horrible experience and got to pay for it through the nose. I’ve traveled all over the world and been to Hiltons all over and this by far has been my worst experience EVER! If a refund is possible I would gladly accept it!
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酒店回复: Thank you for taking the time to share your experience. We are truly sorry to hear about the series of frustrations you encountered during your stay. This is certainly not the level of service we strive to provide, and we regret that we fell short in several areas.We apologize for the inconvenience regarding room assignment and the distance to your room, especially after a long day of travel with your pets. Our goal is always to place guests in the most suitable accommodations, and it’s clear we did not meet your expectations. We also understand your frustration with the pet fee disclosure, and we will be reviewing our communication to ensure this information is consistently and clearly conveyed at booking and check-in.Additionally, we’re disappointed to hear about the conflicting information regarding kitchen hours and the lack of clarity around our designated pet relief areas. These inconsistencies are unacceptable, and we will be addressing them with our team immediately. While we’re glad our valet team provided the level of service you expected, we recognize that this does not make up for the challenges you faced.We appreciate your loyalty to Hilton properties and are very sorry that this experience did not reflect the standards you’re accustomed to. We would like the opportunity to make this right. Please contact the hotel directly at your convenience so we can review your stay in detail and discuss possible compensation, including the refund you requested.Thank you again for your feedback — it helps us improve, and we hope to have the chance to restore your trust in us.- Carlie, Director of Guest Experience
1.0分
其他
The oxygen levels on the 9th floor was unsafe, at best, if not dangerous.
And the 5 minute walk from the valet entrance to your room is not worth the stay.
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酒店回复: Thank you for sharing your feedback. We’re genuinely sorry to hear that the high-altitude environment and the walk to your room made your stay uncomfortable. At nearly 10,000 ft, oxygen levels are naturally lower, and while many guests adjust quickly, we understand that this can feel challenging for others.We appreciate you bringing this to our attention and will continue working to ensure our guests are as comfortable as possible, including reviewing wayfinding and accessibility from the valet area.Thank you again for your comments, and we hope to have the opportunity to welcome you back under better circumstances.
5.0分
家庭亲子
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Beautiful hotel with great amenities. Room was beautiful and staff was extremely friendly. Great recommendations for dinner and shuttle service was quick from the hotel.
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酒店回复: Thank you so much for your wonderful feedback! We’re thrilled to hear that you enjoyed your stay, loved your room, and found our team to be friendly and helpful. It’s great to know our dinner recommendations and shuttle service made your visit even more convenient. We truly appreciate your kind words and hope to welcome you back again soon!
5.0分
情侣出游
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Great place to stay for a relaxing weekend in Breckenridge. Room was spotless and the decor felt like home. All staff were very kind and responsive to anything you needed. Highly recommend!
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酒店回复: Thank you for leaving such a glowing review! We're thrilled to hear that you had such an amazing experience with us. We hope to see you again soon for another memorable stay!
5.0分
家庭亲子
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Beautiful hotel and excellent amenities. Hotel provided shuttle to nearby area which was very convenient and you can reserve the ride in demand with little wait time. Room and bathroom was very spacious. Staff were nice. Wish I could stay longer!
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酒店回复: Thank you very much for your kind words and positive feedback. We are pleased to know that you found our rooms spacious, appreciated the convenience of our shuttle service, and experienced excellent hospitality from our staff. It was a pleasure to have you as our guest, and we sincerely hope to welcome you again for an extended stay in the near future.
5.0分
家庭亲子
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Beautiful property and great location with walking distance to main st. One recommendation is for the hotel to offer basic free coffee for guests in the mornings instead of selling Americanos for $6
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酒店回复: Thank you for your kind words about the property and location — we're so glad you enjoyed your stay! We truly appreciate your feedback regarding the coffee. We do provide complimentary coffee in all guest rooms, and we're sorry if it was missing during your visit. That certainly isn’t the experience we aim to provide, and we'll make sure our team is aware to prevent this in the future. We hope to welcome you back soon!
4.0分
情侣出游
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Alpenrock is a nice place. Our room was perfect looking out at the mountains. A bit of a problem with housekeeping communication. Please note, they do not begin to tidy the rooms until 11:00a. Make sure you review the shuttle drop off / pick up procedures.
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酒店回复: Thank you so much for your kind words about Alpenrock and for sharing your experience with us. We're delighted to hear that you enjoyed the mountain views and found your room perfect. We appreciate your feedback regarding housekeeping and will definitely look into improving communication about their schedule. Also, thank you for highlighting the shuttle procedures — we always encourage guests to review them to ensure a smooth experience. We hope to welcome you back soon for an even better stay!
4.0分
家庭亲子
Nice clean hotel but lacked personality. Also, the walk and two elevators to get to our room was a bit crazy. Almost needed to leave a trail of breadcrumbs.
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酒店回复: Thank you for your feedback! We’re glad you found the hotel clean and nice. We appreciate your comments about the walk and elevator situation — we understand it can be a bit confusing, and we’re always looking for ways to improve the guest experience. We hope to welcome you back in the future and provide a stay with a bit more personality!
3.0分
情侣出游
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The hotel has a mandatory $55/night parking fee, which was not ideal to find out after the fact. Otherwise it was a clean hotel with very friendly staff. We were in town just on a whim for the day, I would have stayed somewhere else as the pricing did not reflect the experience.
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酒店回复: Thank you for your feedback. We're glad to hear you found the hotel clean and our staff friendly — we pride ourselves on providing a welcoming environment. We understand your concerns about the parking fee and apologize if it came as a surprise. We strive to be transparent with all fees during the booking process and will review how this information is communicated. Your input is valuable, and we hope to have the opportunity to better meet your expectations in the future.
酒店很漂亮，景色也不错，但我觉得不值那个价钱。特别让人沮丧的是，他们除了代客泊车外没有其他停车位。虽然代客泊车包含在他们的设施费里（这笔费用也很荒谬，完全是笔不必要的垃圾费），但停车本身每晚要50美元。所以，在房费之外，还有100美元的隐藏费用。
I reserved a room in September and was told when I checked out the rooms were assigned based on availability upon arrival. We had two small dogs and had to hike to the back of the hotel to take 2 elevators to the 10th floor. I reserved the room as a pet friendly room and as soon as we walked in the room after a 12 hour drive we were called from the front desk and told there was a $75.00 pet fee on top of all the other fees. I was also told by the front desk when I asked later that night the kitchen was closed but after I went to the bar and was told I could still order so luckily I was able to bring food back to the room located in the back 40 acres of the hotel. Additionally you advertise pet areas for them to use the facilities. This does not exist. The only good experience was the valet personnel. So for over $500.00 for a room that I booked in September at $262.00 I had a horrible experience and got to pay for it through the nose. I’ve traveled all over the world and been to Hiltons all over and this by far has been my worst experience EVER! If a refund is possible I would gladly accept it!
The oxygen levels on the 9th floor was unsafe, at best, if not dangerous.
And the 5 minute walk from the valet entrance to your room is not worth the stay.
Beautiful hotel with great amenities. Room was beautiful and staff was extremely friendly. Great recommendations for dinner and shuttle service was quick from the hotel.
Great place to stay for a relaxing weekend in Breckenridge. Room was spotless and the decor felt like home. All staff were very kind and responsive to anything you needed. Highly recommend!
Beautiful hotel and excellent amenities. Hotel provided shuttle to nearby area which was very convenient and you can reserve the ride in demand with little wait time. Room and bathroom was very spacious. Staff were nice. Wish I could stay longer!
Beautiful property and great location with walking distance to main st. One recommendation is for the hotel to offer basic free coffee for guests in the mornings instead of selling Americanos for $6
Alpenrock is a nice place. Our room was perfect looking out at the mountains. A bit of a problem with housekeeping communication. Please note, they do not begin to tidy the rooms until 11:00a. Make sure you review the shuttle drop off / pick up procedures.
Nice clean hotel but lacked personality. Also, the walk and two elevators to get to our room was a bit crazy. Almost needed to leave a trail of breadcrumbs.
The hotel has a mandatory $55/night parking fee, which was not ideal to find out after the fact. Otherwise it was a clean hotel with very friendly staff. We were in town just on a whim for the day, I would have stayed somewhere else as the pricing did not reflect the experience.