Frequently Asked Questions

Check In & Check Out

What do I need in order to check-in?

A valid form of government issued identification is required to check-in along with a valid form of payment, such as a major credit card including Visa, MasterCard, American Express, Discover, and Diners Club. Government issued identification includes driver license, passport, or military identification.

What time is check-in? 

Check-in begins at 4:00 p.m.

What time is checkout? 

Checkout is at 11:00 a.m.

Can I request an early check-in or late checkout? 

You can request early check-in or late checkout by calling the Front Desk at 970.476.5615. Based on availability; additional charges may apply.

What is the deposit and payment policy?

We require a deposit for all reservations at the time of booking; deposit and payment depend on the time of year you are staying with us.

Summer Reservations (May-October): A refundable 1-night stay deposit taken at the time of booking, full payment taken 72 hours prior to arrival

Winter Reservations (November-April): A non-refundable 1-night stay deposit taken at the time of booking, full payment taken 30 days prior to arrival

Holiday Reservations (dates varied from mid-December-early January): A non-refundable 1-night stay deposit taken at the time of booking, full payment due 90 days prior to arrival or by October 1st

What is the cancellation?

The cancellation policy varies based on the time of year you are staying with us.

Summer Reservations (May-October): Non-refundable if cancelled within 72 hours of arrival

Winter Reservations (November-April): Non-refundable is cancelled within 30 days of arrival; 1-night deposit is non-refundable at the time of booking

Holiday Reservations (dates vary from mid-December-early January): Non-refundable is cancelled within 90 days of arrival or by October 1st; 1-night deposit is non-refundable at the time of booking

What is the incidental deposit policy? 

We require all guests to hold a $100 incidental per night deposit upon check-in.

How much is the daily Resort Fee and what is included?

A daily 7% resort fee plus tax is not included in the nightly room rate which includes high speed Internet access, local or domestic long-distance calls, daily newspaper, business center, ski or bike valet and complimentary daily membership to the Vail Vitality Center which includes 10% off select spa treatments.

I need to make, change, or cancel a reservation who should I contact? You may contact the Front Desk at 970.476.5615 for any reservation needs

Hotel

How close are you to Vail Village? 

We are a short 2-3 minute walk into the heart of Vail Village and we are located on the Free Town Shuttle Bus Route.

How close are you to the ski slopes and rental shops?

We are within one block of Vail Mountain chairlifts and new Gondola “One” they are located right out the back of the hotel.

Do you have onsite parking? Do you offer valet parking? 

We offer onsite valet parking only.  Winter reservations parking is $35 per night/summer reservations parking is $25 per night; reservations recommended. One vehicle per reservation. Self-parking is also available for a fee in the Town of Vail parking structure.

What is the pet policy? 

We have a limited amount of dog friendly rooms are available for an additional non-refundable charge of $100 per pet per stay. Please note that these rooms are subject to availability and arrangements must be made through the hotel prior to your arrival. No more than 2 dogs are permitted in the rooms. Should you decide to leave your dog at home please feel free to enjoy the company of Speed, the Tivoli family dog.

Do you serve breakfast at the hotel? 

Yes, we serve a full hot breakfast each morning which changes daily. Fees applies.

Do you have a pool or hot tub? 

We have a brand new outdoor hot tub available to hotel guests all year around.

Is there a fitness center on property? 

Yes, access to the property fitness center is included in the Resort Fee. You also receive complimentary daily membership to the Vail Vitality Center with access to steam rooms, a sauna, equipment and weights, plus 10% off selected spa treatments.

Do you allow smoking on property? 

Smoking is not permitted anywhere in the hotel or on our property (including balconies, patios and entryways).

How much do you charge for Wi-Fi Internet Access? 

Wi-Fi is included in the Resort Fee.

Is the hotel air conditioned?

Yes, all rooms and public space is air conditioned.

Are there adjoining rooms available?

We have alcove rooms that share an entrance and are side-by-side to each other, but they are not adjoining.  You can request rollaway beds by calling the Front Desk at 970.476.5615.

Do you have rollaway beds or cribs?

Yes, rollaway beds and cribs are available.  You can request rollaway beds by calling the Front Desk at 970.476.5615. Based on availability; additional charges may apply.

 

Ski & Mountain Travel Insurance

Do I need insurance?

We highly recommend purchasing Ski & Mountain Travel Insurance as it offers you coverage if you have to cancel or interrupt your trip due to a number of covered reasons and would otherwise lose your prepaid trip costs. Coverage is also available for trip inconvenience if your ski resort is forced to close its primary attractions due to a lack of snow or natural disaster during your trip.

When can I buy coverage?

Plans are offered when you make your reservation and can be purchased up until final payment. Guests looking for Trip Inconvenience coverage should purchase their plan at least 21 days prior to their scheduled departure date. Contact the rental office to learn more.

Who’s covered?

Everyone staying at the reservation is insured. Note that some coverages are subject to policy maximums.

What is the maximum trip length I can insure?

180 days (maximum trip length for residents of Washington is 90 days).

Can I add coverage to my plan after I purchase it?

Yes. If you purchase additional arrangements such as flights, rental car, a round of golf or show tickets prior to your departure date, you can purchase additional coverage to insure those arrangements.

What if I change my mind?

If you purchase this plan and are not satisfied within 10 days of receipt, contact the rental office to indicate your desire to cancel. If you haven’t already left on your trip or filed a claim, you will receive a complete refund of your plan cost.

If I buy the plan today, when does coverage begin?

Trip Cancellation coverage begins at 12:01 A.M. on the day after the date the plan payment is received. All other coverages begin when you depart on your covered trip.

What is a covered event?

Insurance plans cannot cover all events that might happen to you. Those events which are covered are listed in your Description of Coverage or Policy.

What are some of the covered events?

Some examples of covered reasons for Trip Cancellation or Trip Interruption include sickness, injury or death of you, a family member or traveling companion; mandatory evacuation at your destination; interruption of road service; interruption of essential services at your rental; your home made uninhabitable or inaccessible by hurricane or other natural disaster; flight delays due to bad weather; a documented traffic accident en route to your destination; involuntary termination of employment; and acts of terrorism. Additional terms and conditions apply, review a sample Description of Coverage/Policy for full details.

Who is considered as a family member?

  • Traveling Companion(s)
  • Insured’s or Traveling Companion’s Spouse
  • Insured’s, Traveling Companion’s or Spouse’s: child; parent; sibling; grandparent, great-grandparent, grandchild or greatgrandchild; step-parent, step-child or step-sibling; son-in-law or daughter-in-law; brother in-law or sister-in-law; aunt or uncle; niece or nephew; legal guardian; foster child or legal ward.

What is a foreseeable event?

Foreseeable simply means reasonably known beforehand. Once it is reasonable that guests traveling to an area would know about an event, it becomes foreseeable. For example, if the airline you are flying announces that they are going on strike, the event becomes foreseeable once they make the announcement.

Is it possible to insure pre-existing medical conditions?

Yes, CSA can accept pre-existing medical conditions for you and your traveling companions as long as you purchase your plan prior to or within 24 hours of your final trip payment and you are medically able to travel at the time the coverage is purchased.

What is a pre-existing medical condition?

A pre-existing medical condition means a sickness or injury during the 60-day period immediately prior to your effective date for which you or your traveling companion:

  1. Received, or received a recommendation for, a diagnostic test, examination or medical treatment, or
  2. Took or received a prescription for drugs or medicine

Item 2 of this definition does not apply to a condition that is treated or controlled solely through the taking of prescription drugs or medicine, and remains treated or controlled without any adjustment or change in the required prescription throughout the 60-day period before coverage is effective under the insurance plan.

 See the plan Description of Coverage or Policy for more details.

What can be reimbursed if I have to cancel my trip?

The plan can reimburse you up to the amount in the schedule for unused, non-refundable, prepaid trip costs if you are prevented from taking your trip due to a covered event listed in your Description of Coverage or Policy.

If my trip is cancelled or interrupted for a covered reason, can I be reimbursed for other prepaid travel costs like airplane tickets or a spa package?

Yes, provided these costs have been insured.

Can I be reimbursed if the resort is forced to close their primary attractions due to lack of snow?

Yes, Trip Inconvenience coverage can reimburse you for prepaid, non-refundable arrangements if the resort experiences a lack of snow or a natural disaster and is forced to shut down their ski lifts or other facilities during your trip, provided all requirements are met. See the plan Description of Coverage/Policy for full details.

Is my sporting equipment covered?

Yes, coverage is included if your sporting equipment is lost, stolen or damaged. Coverage is also included for the cost of rental equipment and for the cost to track, locate and return your sporting equipment if it’s delayed for 24 hours or more.

I have coverage questions, who should I ask about them?

Call CSA Travel Protection toll-free at 866-999-4018.

How does the claims process work?

Filing a claim is a relatively easy process. Contact the rental office, CSA directly at 866-999-4018 or visit CSA’s claim form page to obtain the necessary claim forms. Once you’ve completed your claim form and gathered your supporting documentation, submit your claim to CSA via email at claims@csatravelprotection.com or via mail at:

CSA Travel Protection

P.O. Box 939057

San Diego, CA 92193

 Once your forms are received you’ll be assigned a dedicated claims team member who will process your claim from start to finish and will reach out to you if they have any questions or additional information is needed.

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