The Sebastian - Vail

My boyfriend and I booked a last minute 3 day vacation at the Sebastian in Vail, Colorado over MLK weekend. It has been exactly two years since Ive skied, after sustaining a major ski collision two years ago at Vail Mountain, and recovering from a ACL and meniscus surgery. I previously lived in Vail for 9 years, skied almost 40 days every season, and was excited to get back for Day 1 on the mountain. I have three major complaints about the customer service and quality of the room at this property: 1). After booking this hotel, the hotel called me and left a voicemail with a pre-check-in courtesy call. They asked for me to call back and share any anniversaries, birthdays, and reason for the visit. I called the hotel back and it took about 4 attempts to finally get routed to the correct person. The front desk person had no idea why I would be calling, did not understand why someone from the hotel was calling to ask about anniversaries, and I felt incredibly awkward and foolish for calling to explain that this was my two year anniversary of a debilitating injury and first time skiing again. They noted the anniversary, and said they were excited to welcome us to the property. Upon arrival, there was no acknowledgement of our conversation, or my injury, not even verbally, and no recognition of our purpose for the visit. I felt like an idiot for even have responding to the voicemail that the hotel left me, and wonder why the hotel even goes out of the way for these pre-courtesy check calls if they dont acknowledge any of the questions that they have you answer. The hotel made me a little excited to expect something upon arrival and there was nothing. To the hotel: dont call and ask if you arent prepared to celebrate milestones or anniversaries with the guests. 2). Upon check-in, I received my skis and boots that were shipped to me from my attorney (after my ski collision accident), and the hotel did not offer to send them to Base-Camp, which is the area by the gondola that guest skis and boots are stored for easy ski-in and ski-out privileges. I had to call the front desk several times to ask for the equipment to be picked up and transported to Base Camp. Each time, the front desk said that this was a service not provided, and I needed to wait until the morning to take my own equipment to the gondola. In the morning, I checked again, and the front desk apologized, had someone pick up our equipment and transported to Base Camp, which is supposed to be included as part of our stay. This took about an hour for the equipment to be transported due to the busy morning (when it should have been done the night before at check in), and we were late to miss first tracks on the mountain. 3). The bath tub in the property was clogged and water was quickly filling the shower/tub. I removed the drain, and there was a disgusting amount of hair that pulled up with the drain, and made me gag and nearly vomit. See attached picture. At nearly $1,000 a room night at this hotel, I would expect the highest of customer service, cleanest property, and better guest services. Never ever again will I stay at this hotel. Id rather go across the way to the Sonnenalp, Four Seasons, or even Christy Lodge in Avon. The Sebastian gives Vail a bad name, and as a former local, Id hoped for a better welcome to the Valley.
Jan 16th, 2023

We stayed at the Sebastian for six nights and were relatively disappointed. Here are a few of our thoughts: 1) This was not a four star hotel. My wife called it a nice inn. The hallways were dirty, one of the locks on our exterior door didn't work (in fact, we couldn't use it), another knob into the suite was broken -- generally, things seemed dated. The only "nightlight" in the room was provided by the large gap between the door and the floor letting hallway light (and sound) flood into the room at night. Furnishings were bare and uninspired. 2) Our room was very expensive ($3,000+ per night), but it was just over the entrance to the hotel on the first floor. It took us five turns to get to the room from the elevator, had zero view of anything, and things were broken in the room (as mentioned above) which apparently could not be fixed. I get that they have to rent the room when they are at full occupancy, so the front desk told us we could switch rooms after the second night. However, after our second night, we were told we could not switch rooms. Frustrating. 3) Generally, staff was friendly, but we did have a few disappointing experiences. Experience 1: Upon checking in, they knew I was in a rush to rent skis for the kids, but I was never alerted to their ski rental shop in Vail Village. When I later discovered "Basecamp at Sebastian" the folks working there described it as the best feature of staying at the Sebastian - I'd probably agree, but I never got to use it. Experience 2: We had several disappointing issues with the room, and our discussion with the manager was unprofessional. She blamed us for not understanding "Basecamp" (a business card, or a map, or anything upon checkin would have been helpful!) and would not allow us to change rooms after we were told we could after the second night. 4) I'm not sure why ppl say location was perfect - it was on the far edge of Vail Village. About as far from the VV gondola as you could be before entering Lions Head neighborhood. I mean, it's still walkable, Vail is a pretty town, but it's definitely not in the heart of VV. 5) Concierge/shuttle service was very good. They guys at the shuttle were always available to drive us where we needed to go, and willing to pick us up. They deserve the tips. 6) I get the feeling the best rooms/furnishings are in the "residences" (time share owners). There are numerous other perks provided to time share owners as well. Again our room was the cost of a small car, but we felt like second class guests.
Jan 1st, 2023

Very cute and luxurious hotel at the center of vail.
Dec 14th, 2022

Dec 11th, 2022

Exclusive, executive, luxurious vibe with friendly and prompt service. Excellent location in Vail village but also a short walk to Lionshead. Rooms : 5/5 | Service : 5/5 | Location : 5/5 Hotel highlights Luxury, Great view, Quiet More
Dec 4th, 2022