The truth is always in the middle. The customer service at the Keystone Lodge and resort is outstanding, specifically Nini at the front desk. Over my 3 night Nini helped me several times and was in all ways a consummate customer centric representative, but certain things were beyond Nini's control.
A change has been made to remove the valet service which requires you to park across the street and to access the hotels by going down several steps, walk.through a tunnel and then to climb several steps. With ski gear, luggage, etc, this is not optimal. The reason given was that it was not profitable for the lodge to which I say price is correctly! This is truly a non-positive change for customers. They cut jobs, tips for those younger employees and inconvenienced their guests who also have to manage to find luggage carts and be their own bellman which is challenging if you are in a room numbered in the 20's on any floor. These are long hallways and not ideal for having to self-manage belongings. The onsite restaurant was closed on Saturday night and they had to have Roto Router work for several hours and food was not available. The TV and phone in my room did not work so to book any services at the spa required me to make my was to that location. Several pieces of equipment in the gym were non-functional. I have stayed at the Keystone Lodge and Spa four times now but I don't believe a fifth visit will be in my future.