Gaylord Rockies Resort & Convention Center

Felt very all-inclusive. Everything you needed to relax was at the Gaylord Resort.

Terrible customer service and awful conference hotel. When I checked in, I was told I would have to move the next night, despite having a reservation. They needed my exact room (in a massive hotel) for another group. This meant I either had to move at 6 am or miss part of the conference I was working at. I talked to multiple front desk people who were rude and unwilling to help. It’s clear the problem starts at the top at this facility-every employee I encountered was rude except for a single bellhop whose name I should have gotten as the only kind person. I asked for a cart to make this room change they were requiring and the other two bellhops literally laughed. Is it not your job to have these available and at the very least let a guest you are requiring to move use one?

Conference and hotel food is never good but this was next level nasty. Both at the conference faculty and in the restaurants. They let the water in the conference center get to 0 at multiple points. Conference organizers beware, this is a bad property.

First time staying here. We came into town for a lacrosse tournament and could only get 1 night due to it being sold out following night. It was so great for the kids. Lazy river, water slides, hot tub, pool, great pool food, basketball courts, putt course, etc.
They got us into a room early, which was so nice. Had no issues with service. The A/C worked great, nice shower, etc. We could have stayed for a week. This is a MASSIVE property that caters to groups, but we had no issues with it feeling crowded.
They also have a HUGE sports bar and we were able to watch the Spurs v Knicks game. Food was slow but it was very busy, and when we got it, it was very good. Pancakes at breakfast were also very good. They have a full market with a Starbucks where you can get treats and snacks. Overall, just a nice stay. Would stay again.

We recently stayed at Gaylord Rockies and had a mostly wonderful experience. From the moment we arrived, the valet service was excellent, and our room was great. The highlight of our stay was the incredible service we received from several team members.

The check-in attendant, I believe her name was Ivana? (I wish I had written it down!), was absolutely amazing. She was so sweet, welcoming, helpful, and made us feel valued right from the start. Her kindness set the tone for our stay.

We also spent an entire day at the pool with our party and ordered quite a bit of food and drinks. Our pool server was friendly, patient, and attentive throughout the day. The food and service were fantastic, and we enjoyed the lazy river.

Unfortunately, our experience at the Topgolf Swing Suite was extremely disappointing. We came at 4:00, the simulator wasn't working. Three different employees attempted to restart it, but it still would not function. Since there was another reservation scheduled after ours, we only had a one-hour window, and most of that time was spent trying to get the simulator working.

Eventually, manager Bree came over and said, "Don't worry, we won't charge you." While I appreciate that we weren't charged for something we couldn't use, her approach felt dismissive and rude. It came across as though she was doing us a favor, when in reality the equipment wasn't functioning and we never got the experience we had paid for. When I expressed my frustration and asked why we would be expected to pay for a service we couldn't use, she seemed annoyed and responded by asking, "Well, what would make you happy?" The interaction left me feeling unheard and frustrated.

Thankfully, our server, who I believe was named Becka, completely turned the situation around. She was kind, respectful, and genuinely apologetic about what had happened. She treated us with empathy and professionalism and even spoke to a general manager, who was able to remove my drink and appetizer from the bill.....the only items we had managed to order while dealing with the simulator issues.

I had already spent several hundred dollars at the resort throughout the day. I did not appreciate the way Bree spoke to our party during that interaction. It left us feeling uncomfortable and frustrated. Afterward, we decided to leave the hotel and enjoy dinner elsewhere. We ended up having a great evening, but it took some time to shake off the negative atmosphere that the interaction had created during what had otherwise been a wonderful day.

Thank you to Becka for speaking to us with kindness and respect and for providing the level of customer service we expected. While much of our stay was excellent, the handling of the Topgolf issue by management was disappointing and left a negative impression on an otherwise enjoyable visit.

Bed Bug PSA:

I wanted to put this PSA out there for anyone staying at Gaylord Rockies. My family and I started our mini summer vacay there on Saturday May 30 and we woke up to bed bugs in our room Sunday morning. I have been a loyal Marriott member, so I scooped up the bug in a cup with water, brought it to the front desk and assumed since the rooms are over $500 a night that we would be taken care of and treated with dignity and respect. We were not. The manager (Alex) refused to speak to me twice and sent the security manager (Antwan) to deal with me instead.

He essentially said I can't be sure it was a bed bug but that he was sure it was a tick from my dog. When I asked for the bug back to consult a pest control professional he lied and said it was sent to their engineer to give to their ecolab team. When I asked them to bring up the engineer and asked him for the bug he was honest and up front that management would not provide it to him. The security manager then had to admit that the disposed of the live bed bug I gave to them. So I brought up a dead one that was on the desk in our room and he crumpled it up in the paper I provided, turned it to dust, and then put the paper and dead bug remains in his pocket. We obviously cut our stay short and left the same day, but I know not everyone has that option.

So for any of you staying, please do not make the same mistake I made in trusting the Marriott name. If you find a bed bug, follow these instructions and DO NOT SURRENDER YOUR PROOF BECAUSE THEY WILL DESTROY IT:

You are legally entitled to a full refund if a hotel room has bed bugs. Because hotels are required to maintain basic hygiene, most properties will refund your stay rather than risk a bad review, a lawsuit, or a health department investigation.

The most effective way to secure a refund and protect yourself involves taking a few critical steps:

1. Gather Immediate Evidence
Before moving or unpacking, take clear, well-lit photos and videos of the bugs, your bites, and the mattress seams. If possible, trap a specimen in a sealed bag or container. Without clear proof, staff may mistakenly attribute your bites to mosquitoes or other insects.

2. Secure Your Luggage
Bed bugs can easily travel home in your suitcases.
Move your bags away from the bed and upholstered furniture, and seal anything that was exposed in plastic bags.

3. Demand a Refund and Relocation
Notify management, present your evidence, and demand an immediate, full refund for your room.
Request to be moved to a clean room, but do not assume a neighboring room is entirely safe, as infestations often spread.

4. Escalate to Corporate or Dispute the Charge If the local hotel management refuses to issue a refund, contact the corporate customer service line.

This place is absolutely amazing! The staff are so nice and check in process is a bit long if you get here at the right time, but it still was great. The pool is great but can be crowded sometimes. The outdoor pool is also amazing. I will say prices are expensive but it's kinda worth it. The rooms are extremely nice. I came down here for my birthday and the even gave us birthday cards signed by the staff and candy!

Everything! Beautiful and many activities available

I stayed at the Gaylord Rockies Resort & Convention Center for two days, and at first glance, this property is large, beautiful, and elegant. The resort has an upscale atmosphere and is located very close to the airport, which was very convenient. My Uber ride from the airport was about $25.

When I arrived, the registration process went smoothly, and I was offered a good room in the North Tower. The room itself was nice, featuring a king bed, couch, good storage options, a mini fridge, and a coffee pot. One thing I appreciated was how convenient the walk was from my room to the convention center entrance.

The hotel offers both indoor and outdoor pools, and lazy river, along with a large lounging area in the back that resembles a ski resort chalet, complete with fireplaces and comfortable seating areas. There were several restaurants to choose from, including a sports bar, steakhouse, and other dining options. In the center of the hotel was a beautiful large bar with a waterfall flowing between the staircases, which added to the overall atmosphere and elegance of the property.

Overall, the hotel itself was very nice. However, because there is really nothing nearby within walking distance, the food and drink prices throughout the resort can feel expensive. I had dinner at the sports bar, and it was great — large screens for watching games, a lively atmosphere, and prices that felt more reasonable compared to some of the other options.

One downside was that several places inside the resort do not accept cash. I also found the market to be expensive, the self-service kiosks were not working properly during my stay, and the attendants there were not the most pleasant.

In the end, I enjoyed my stay and would consider visiting again. That said, I would probably venture outside the property for additional dining options. At times, the experience felt a little like Disneyland — once you are there, you are somewhat dependent on purchasing everything from the resort because there is not much else around, which naturally leads to higher prices.

I was here for a few nights for a conference. The rooms are comfortable and clean. One of the lights flickers but otherwise the lighting is fine. You have full control over the temp. Shower is fine. It is easy to get to the conference space and you don’t have to go outside which is great when it’s 40 and raining.

Todo.

I had a very disappointing experience at this hotel’s spa and front desk.
My aunt purchased a $250 spa gift card for me. Unfortunately, I misplaced the physical card, but I still have the receipt and the credit card information used for the purchase. When I went to the spa, they directed me to the front desk to resolve the issue.
At the front desk, I spoke with Jamir, who said he was the manager. I explained the situation and asked if there was any way to locate or reissue the gift card since the purchase can clearly be verified. He immediately told me there was nothing they could do and made no effort whatsoever to help or offer any alternative solution.
What made the situation worse was his attitude. After we finished speaking and walked away, he was smiling and laughing, even after I expressed how upset I was and mentioned leaving a review. That level of unprofessional behavior from someone claiming to be a manager is unacceptable.
My family and friends have stayed at this hotel many times in the past, but after this experience, we will no longer be returning. It’s disappointing because the property itself is beautiful, but the customer service completely ruined the experience.
I have been a loyal Marriott customer for over 10 years, and this is by far one of the worst service experiences I’ve had. I hope upper management sees this and takes it seriously, because situations like this should be handled with care, not dismissed.

Price gouging! Unbelievably expensive and there's nothing else around so unless you want to get an Uber or something and go to a store, you're out of luck you gotta pay their inflated prices

The hotel decided to renovate the indoor pool and provided less than 24 hours notice before my cancellation window with no discount other than free parking. They said to use the outdoor pool even though it was like 50 degrees outside.

The sheets on the top bunk of the family suite had pretzel crumbs and food stains when we checked in.

The food at the restaurant wasn’t good.

The mini golf course they threw down some turf in a flat dirt filled area and checked a box to say they have mini golf. It’s so sad.

It is otherwise a beautiful facility. It’s just one that is poorly run.

We spent the weekend at the Gaylord Rockies Resort & Convention Center to celebrate my daughter’s 7th birthday specifically because she was excited about the water park. When we arrived, we found out it was CLOSED. No notice ahead of time. Nothing on the website. No warning whatsoever.

We had already brought cake, balloons, and presents, so leaving wasn’t an option. My daughter who had been looking forward to this for months ended up in tears on her birthday.

What made it worse? No apology. No discount. No effort to make it right. Just a shrug and “you can come back later for a refund.”

For a property at this price point and as a Gold Elite member, that level of service is unacceptable. This experience has me seriously considering switching to Hyatt