The Little Nell

服務設施有些舊

I had a reservation booked for the week of September at the Little Knell and was really looking forward to visiting. I am currently about one month and two weeks into recovery from a heart ablation procedure. During a recent follow-up exam, my cardiologist discovered another related issue that requires immediate surgical intervention. As a result, I will not be able to travel to Colorado or stay at the Little Knell as planned. I called the hotel and spoke with a customer service representative, who informed me that I would not be eligible for a refund for my cancellation request, as there is no fixed cancellation policy. According to the representative, cancellations are only possible if requested 30 to 90 days prior to the reservation date. It was certainly not my intention to require another heart procedure—much less for it to be scheduled during the exact week I was meant to enjoy Aspen and my stay at the Little Knell. However, given the circumstances, I would prefer to prioritize my health. You only get one heart—best to keep it functioning as well as possible. I provided medical documentation to the hotel to verify that my cancellation request was due to a legitimate medical emergency—something entirely out of my control. Despite this, the hotel representative informed me that I had passed the cancellation window and therefore would not receive any refund. The total cost of my reservation was $3,700. I am incredibly disappointed that hotel management refuses to recognize a verified medical emergency (supported by documentation) as valid grounds for cancellation and refund. If you’re planning to book a stay at the Little Knell, please be aware that any unexpected emergencies or life events—no matter how serious—may not be considered acceptable reasons for cancellation unless they occur at least 30 to 90 days in advance. Additionally, if you search for the hotel’s policies, there is no clear cancellation policy listed. As of September 10, 2025, I am providing a screenshot of their “Policies” page, which still does not show any cancellation policy.

Honestly, I have no idea how this hotel maintains a five-star rating. The property feels severely understaffed, particularly in the restaurant. Each time we tried to order food, it took over an hour to receive it — and this happened on three separate occasions. When the food finally arrived, the quality was disappointing; for example, the hamburger patties were burnt. The hallways had a persistent, unpleasant odor throughout our stay. We reported this to the front desk twice, yet nothing was done to address the issue. For the amount of money this hotel charges, every detail should be on point — from service speed to cleanliness to food quality. Unfortunately, this was far from the case. We left feeling extremely disappointed and will not be staying at this hotel again.