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February 2024 by Sub Seven
Such a great facility and location. But poorly managed. For example:1. Hot water didn't work in our bathroom. Front desk guy admitted they knew about this (had been broken for a long time) but didn't tell us until we raised it. They then told us we had to go to a bathroom in the common area on the next floor to take a shower or get hot water for anything else!2. The room was too hot and you can't control your own room temp. When I called the front desk, the guy said he couldn't change the temp without logging into some website, and he didn't know how to log in! Crazy! I sweated and tossed and turned all night, only slept about 4 hours.3. We parked right across the street where other cars were parked. No signs saying any restrictions on parking. But we got a $75 ticket from "Interstate Parking Company." The guy at the front desk said yeah, that sucks, I got one too when I first came here. But no warning to guests! So mindless.4. The key to my room and ski locker didn't work. I had to make 4 visits to the front desk (taking elevator up and down each time) before they finally got it right.All of the above were major problems that they could easily fix if they just got their head in the game. Instead, it all ruined my stay.
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February 2024 by Sandra Elsa Aby
Disappointed by the service
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February 2024 by Aamod Walavalkar
The service here needs a lot of work - there is no one to help you with your luggage, if something if broken in your room it is not addressed, there’s no hot waterIt’s unfortunate how insincere the apologies are
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February 2024 by Sayoni Chakrabarti
There’s a certain expectation of service and amenities from a four star hotel in Alta - this hotel did not meet those expectations unfortunately. Any service issues were forgotten and minimal apologies were givenThere are likely better hotels in the area - stay there
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February 2024 by Puneet Sethi
Poor service
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February 2024 by M I
We were very excited for our stay - but unfortunately left wishing for better serviceThe hotel did not have hot water while we were staying there - however, more than that, we were saddened by their lack of apology or explanation. Any service issues were ignored or given fake apologiesWould not recommend
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January 2024 by Crank It Up A Naach By Diksha & Savita
Avoid this hotel at all costs. Their customer service is horrendous. There are no 4 star level amenities here. If you encounter a problem in your room - no will fix this issue or provide you compensation.
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January 2024 by Diksha Mishra
For how much this hotel charges, the service and experience here are TERRIBLE. For example - we didn’t have hot water during our entire stay here (something you’d expect at a minimum of a hotel of this calibre during the winter months) - and their response was just empty apologies.Stay away from this place.The only great thing was Tom, from valet. Hes great and goes out of his way to help you.
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January 2024 by Milan Diksha
We were so excited about staying at this hotel given its wonderful location and cozy facilities - however the service here is atrocious. After a long day of skiing, there’s no hot water, if something is broken in the room, no one cares to address. We attempted to get help with these issues numerous times, and no one could help, just empty apologies. We needed a cart for our bags during check out - no one came to help, they asked us to come get it.And then no one is apologetic. It’s terrible. How is this a four star hotel? No compensation was given for anything (oh actually - they told us they could waive out $50 resort fee on our $2000 stay. Why thank you)
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January 2024 by ivan durdevic
I am 100% sure this is the worst hotel I ever been…
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January 2024 by Karol DeLong
Read just visited the spa for a Mom/daughter. Absolutely lovely! Looking forward to it being an annual event.
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January 2024 by Alisha
During my recent six-day stay at this hotel, which commands a nightly rate in the luxury segment, I encountered a blend of positive and concerning elements. While the establishment's ambiance initially promised a premium experience, the reality diverged in several aspects.Instances of unprofessionalism and subtle racial insensitivity left a mark, creating a less-than-ideal environment. Additionally, the absence of temperature control in the room, coupled with persistent noise, detracted from the anticipated comfort.One notable issue was the inconsistency in staff conduct, exemplified by a variable check-in experience with Kayra. The process proved to be notably prolonged, and Kayra's approach conveyed a discernible bias against third-party bookings. This treatment, delivered in a discriminatory manner, added unnecessary frustration to an otherwise eagerly anticipated stay. If the hotel wishes to discourage third-party bookings, a more transparent approach and withdrawal from such platforms would be preferable. All guests, regardless of booking method, contribute equally and should be accorded the same level of respect and efficiency in service. This episode underscored the importance of consistent and fair treatment for all patrons, irrespective of their booking source.The disappointment extended to the swimming pool experience. Despite the temperature falling below the specified 85-90 range, the staff declined our request to increase it, rendering the pool unusable. The inconsistent service from the employees, who proved to be a mix of hits and misses, was evident.On a positive note, I would like to commend the assistance provided by Tom in facilitating transfers during our stay. However, the overall experience underscores the need for the establishment to address and standardize service quality across all facets of the guest experience.However, the most notable discrepancy occurred on the final night at the hotel's restaurant. While enjoying a meal, our table was singled out for ID verification, an occurrence absent on previous nights. Such a selective approach, seemingly discriminatory, raises concerns about the establishment's commitment to impartial service. In upholding their standards, the hotel should ensure consistency in policy implementation, treating all patrons equally in every aspect of their service. They either have to ask ID of everyone sitting in that area or not. Despite the fact that I showed my permanent resident card which is well accepted at every airport, they insist to see a passport which I was given at the check in 6 days ago.I felt like they have a lot to learn from hospitality and have a trained staff. They should leave interns as a night manager who is clearly incompetent and lack of experience. You can put most beautiful furniture in the room but if you don't have the right people, it leaves a horrible taste in guests memory.
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January 2024 by Barry Ritter
My daughter and I checked in to the lodge on 12/28 and my wife arrived on 12/29. When I went into the room I could smell bleach, but, I assumed that was due to people bringing their wet ski gear...but, when my wife arrived she could smell mold. I was looking for the source behind the bed and I dropped my glasses behind the nightstand; when I pulled the nightstand away from the wall a piece of baseboard fell off and behind it was black mold.Once I was able to pull the bed away from the wall more baseboard fell and we found more mold. Upon further inspection of the room I noticed several pieces of baseboard that were loose, I pulled them away from the wall with my hands. The photos show what we found.Hopefully, the mold was confined to our room and not in the ventilation system. For those staying there, all I can say is Good Luck
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January 2024 by Daren Derfler
No hot water!! Who wants to be skiing all day, come back to your room and take a hot shower? Well that won’t be happening here! The issue has been brought to multiple peoples attention with no return call or resolution. I asked to be connected with the hotel manager and was told he/she was onsite but busy. I asked for a return call but never received one. A luxury hotel without room service? You can find that here as well as fruit flies in the glasses at the gulch bar; our bourbon neat came with some extra flavor! They do offer restaurant take out but when we called the restaurant was too busy to do a take out order until after 8 pm. When I did place an order they said they would call when it was ready for pickup; no one ever called. I guess the front desk ate the food?? I would absolutely not recommend this place for anyone who has experienced a true luxury property or one with hot water!! We had enough after four nights and departed as soon as they finally told us the hot water would be fixed on Wednesday; the day we were supposed to check out. When I told the front desk agent we would be leaving since he now confirmed the issue would not be fixed for another five days he said, “sounds good”. Absolutely zero level of customer service!! A week without hot water- NO THANKS! The hotel offered no other available solutions ie a hot shower in the spa (if they had hot water) or a different room if only part of the building was impacted by the issue. WE WILL NEVER RETURN HERE!!!Rooms: No hot water! Terrible customer service! Way off from being a luxury experience!
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December 2023 by Chase Nye
Edit: you'll notice that our and any other negative review is responded to with empty apologies. That they never returned my emails, calls or in-person requests is all you need to know.We regret staying here. The location is amazing and the overall vibe is great. The reason for our low review is the room and the service. We didn't sleep at all because the every time the heat kicked on, there was a loud banging noise. So every twenty minutes we were woken up. When we informed two different staff members at the front desk they didn't seem to care. We emailed and called after our stay to express our discontent, but never received a response. If you want to be a four star hotel, you need to maintain your facility and bend over backwards when someone gets zero sleep for several hundred dollars a night.
