Rated 2 out of 5 by AndrewBrooklyn disappointment
Hotel looks great. Food was amazing. But...I got really small room (without a bathtub). My bill had a few mistakes.
December 4, 2012
Rated 5 out of 5 by TPS100 One Year Later
Wow! What a turn around. Last year's ski vacation was plagued by errors and missteps at the Westin. This year was a total about face.
I was able to check into my room on time, the food was very good, the lounge and bar service exceptional. Nightly music was a fantastic bonus. The Ski valet staff receives a special shout out for their service.
January 21, 2014
Rated 5 out of 5 by Drew5 Snowmass Kitchen
I would like to shared specific accolades to Ed - our server each morning in the Snowmass Kitchen. He was friendly, helpful, connected to our needs, and provided us exceptional service during our stay. Thank you for such a committed employee!
January 22, 2014
Rated 4 out of 5 by BethesdaSkiers Westin and Snowmass - working out the kinks
Starwood has done a beautiful job with the new Snowmass Westin. The lobby area is spacious and gorgeous. You can't get more convenient for skiing. The Ski butler is great, and the Concierge service very helpful. The Hotel will need to work out early service kinks. Breakfast service at Snowmass Kitchen was horrendous. The waitstaff was undertrained, understaffed and confused, service was slow or nonexistent, we had to ask multiple times for coffee or other basics, our bills were wrong, etc. Elsewhere it took three days to get paper delivery to our room. Computer system had glitches. Hopefully these problems will be corrected as things settle in.
December 31, 2012
Rated 1 out of 5 by TerribleService123 Good Hotel, The worst reservation system ever!
As I sit, your system continues to take money from my card. I paid in advance to lock into a lower rate, but your system continues to take from my credit card. It is up to $2500 in over charges. I spoke with 5 different people. Including a guy last night that stated I should see credits back to my account, but only to see new charges. What a great vacation! Keep it coming! Does anyone hear me! Thank you! You have a great system!
In addition, breakfast was also prepaid. Only to get transferred to Westin from Wildwood at your request. Westin doesn't have a breakfast plan, that's another $640.
Lets see if you guys really read this stuff!!
December 21, 2012
Rated 2 out of 5 by ChrisH700 Great hotel, but NOTHING open
This hotel is an great hotel. The only thing was, we stayed at this hotel during the off season. EVERYTHING in Snowmass was closed, except Starbucks and Patagonia and North Face.
We had booked this hotel for a spa weekend and the spa at the Westin was closed! We went to book our spa services the morning we arrived, we were informed the spa is closed during the off season. Why wasnt this posted on their spa section of the hotels website?
While satisfied with the room, it was not the Westin quality that we paid for. The staff seemed a bit on vacation as well as they didnt go out of their way to help us try and book any other spa service some place else.
May 29, 2013
Rated 3 out of 5 by Matalots Great Location not a Starwood Category 5
First off the location is great. Hotel has been remodeled, lobby is nice but was more Euro than Colorado vibe. Room was clean and the staff was very nice. Ski valet service was great, as was ski in and out ability.
I have been a Starwood Gold member for many years and have stayed at many Westin category 5 properties, unfortunately this hotel is not one one. The category 5 for this hotel must be based on location, my opinion is that this should be a 3 perhaps a 4. This property was purchased and remodeled...which is fine. But for me it felt like a middle of the road Sheraton, so if you go in expecting that you will be better off. Like I said nice hotel, great location, nice people, but not a category 5.
There is some walking that you will need to do to get to your room, but you are there for exercise anyway. If you have young kids you may want to ask for a room closer to the elevator. Heavenly bed felt off too...so much so I asked...felt like a impersonation of a heavenly bed...close but not quite
January 14, 2013
Rated 2 out of 5 by AndrewBrooklyn Just one word "disappointment"
Hotel looks great. Really. And a fireplace area is pretty cool. Also food was delicious. But...I got really, really small room - without a bathtub and without any view (a big tree). Also my bill had a few mistakes. I really expected more.
July 15, 2013
Rated 5 out of 5 by Estes75 Delayed Honeymoon
My husband and myself were taking a delayed honeymoon to Aspen and stayed at the Westin Snowmass Village. Upon check-in we were greeted by a delightful front desk agent Zach Reed! My husband and I had traveled from Denver, which was a long snowy drive. We arrived at the Westin in the evening and we were both very tired. Zach was very personable and had asked us if this was our first time to Aspen? I told Zach yes this is our first visit to Aspen and we were visiting to celebrate our delayed honeymoon. Zach was very helpful and congratulated us on getting married and gave us a lot of information about the property, restaurants and ski information.
Later that evening we hear a knock at the door and to our surprise there was room service with a bottle of champagne and a lava cake with a card. Zach had sent us the surprise champagne and cake to celebrate our honeymoon. We were so impressed and surprised by the gesture that we can't wait to come back to the Westin at Snowmass Village!
Zach Reed really is a true asset to your company and his attention to detail and his high level of customer service! We were very impressed!!!
My husband and I got married at the Westin Mission Hills in Rancho Mirage, CA in 2013 and had a delightful experience! We continue to be impressed with Westin properties especially how well they treat same gay couples!
January 17, 2014
Rated 1 out of 5 by familytravler Great Location, Poor Execution
We were excited to have another SPG property in this area. Upon arrival, we waited over 30 mins for valet to assist us with our car and for anyone to help with luggage. I had to get out of the vehicle and look for someone to valet my car and assist with our luggage. At check in, the front desk clerk checked us into a room that was downgraded from the original room we booked. When I asked about that she stated the room we booked would not be available for 3-4 hours. We decided to have lunch at the property and wait till our room was ready. We were seated promptly but waited about 20 mins before a waiter approached us to take our drink order. After about 4 hours of waiting in the lobby I checked with the front desk to find out if our room was ready only to be informed that they did not see a reservation for us. After searching for a while, the original front desk clerk recognized us and said our room was ready. We were given a key to the room and informed that our luggage would be brought to that room. The room smelled of smoke and we found cigarette butts next to the bed. They did finally move us to another room that smelled much better. Housekeeping did not make the room till about 6 in the evening when we needed to get ready for dinner. Each time we Valet or picked up our car, it took about 30 mins. The staff were nice but needed much better training on customer service.
January 3, 2013
Rated 3 out of 5 by LaloGoalie29 UNDERSTAFFED RESTAURANT
We did not lodge at The Westin, we only ate breakfast once and dinner once, which were both buffet. The food was ok, however, they are very understaffed. I had to get up from my seat and get drinks myself from the table where the servers were getting drinks. Then I asked manager Veronica if we were invisible or something because no one had offered us any drinks. She apologized, offered drinks and said breakfast was on her that day due to such inconvenience. We obviously accepted all that and made reservations for Christmas dinner. Service was much better, but then again, it was a buffet and since we ordered wine, the server came frequently to check on us. Veronica's attitude made the difference that morning, however, I doubt we'd go back to Westin for food, much less lodging after reading some of the reviews.
December 30, 2013
Rated 5 out of 5 by JanniS Westin Snowmass Resort/Hotel
We LOVED our stay, Oct. 11- 13, at the Snowmass Westin Hotel/resort! Steven Atkinson, at the hotel desk when we checked in, was wonderful! He gave us an amazing room upgrade. Steven was friendly, courteous, polite, efficient, and knowledgeable in handling our reservation. The valet/bell-man was great too that evening. Amy was our server for several meals - she was so friendly and polite and efficient. She was great too! Our room, and the view of the valley, was amazing. We had a light-bulb out in a lamp when we first got into the room, but it was immediately repaired after our call to maintenance. The decorations in the hotel, the lighting, the fireplace, the fruited-water in the lobby, everything met and exceeded our expectations and hopes! We had a great time and will return as soon as we can! We didn't want to leave! Thank-you so much!
October 14, 2013
Rated 5 out of 5 by miamilaw5 Perfect engagement night stay!
From Alex in reservations to Celeste in the concierge, everyone at the Westin Snowmass was so incredibly helpful in executing the perfect engagement night celebration for our stay there this past weekend. They went out of their way to make sure everything was just right, and called me to keep me updated on the status of various little requests to assure me it was all going off without a hitch. When the florist was closed on Sunday, the concierge literally had someone pick up flowers on their way into work! I felt totally confident that the final product would be perfect, and it was.
The room was so well done-- rose petals leading into the room from the door and all over the bed, champagne on ice, chocolate covered strawberries-- they even drew a little heart in the snow on the balcony! We had a great view of the slopes, and the food was great when we ordered room service for dinner and breakfast. Also, the cider and cookies by the fire in the lobby for apres ski made the hotel feel so warm and cozy. The hotel and our room were clean and modern, great design.
Every staff member I interacted with was so friendly and helpful-- from the bellman, to the valet, to the room service waiters. We couldn't have asked for a more perfect experience for our special night. My fiancee was so happy. Thank you so much. We will surely be back :)
January 7, 2014
Rated 3 out of 5 by Blondiegal Great Location; Poor Staff
The location of the Westin is fantastic - right on the snow slopes and great access to Snowmass shops, restaurants, etc.; also, only a 20 minute drive to Aspen. The rooms were new and nice.
On the downside, the hotel was understaffed and the staff who were there did not have sufficient training. For example, our room was not cleaned until 4PM (at the earliest every day). One day the cleaning staff did not come until 5PM, at which point we were showering and had to turn them away. The cleaning staff forgot to replenish our bottled water 4 out of 6 nights. We declined the resort ammenities on the first day, however, they were included on our bill the last day and we had to have them taken off. The wait staff did not know what the platinum breakfast amenity included.
January 3, 2013
Rated 5 out of 5 by Jobi Best Service Ever
I can't say enough about this hotel. The grounds, hotel, rooms, bar are all great. Its ski in/ski out, in the "mall" and it is perfect. The bar drinks are fantastic. Everything is great. But its really the service. I've stayed at many many 4 and 5 star hotels, and this may be the best hotel service I've ever received. I've never been anywhere where EVERY staff member, including a massive foreign intern program, is so well trained, friendly and helpful. They didn't just meet expectations, they went out of their way and we'd never stay anywhere else again in Snowmass. Some highlights: Wendy at the front desk will do everything she can to be sure your stay is stellar. Constance in Concierge took care of us in a terrible emergency involving my daughter and ER and helped get us safely to/from ER in a heavy snowfall, got us food when we returned, and worked me in after for a much needed massage. The waitresses at the bar, the valets who drove us to the ER, the guy who checked us out - every person was 11 out of 10. We HIGHLY recommend this hotel.
January 2, 2014
Rated 3 out of 5 by Kira2013 Room was cold
For a 4 star hotel, the room wasn't comfortable. We stayed their for 2 nights the end of November with our 4yr and 5yr boys. First night, we just crashed after a long tiring skiing day. In the middle of the night my little woke up with his nose bleeding. Wife woke up to take care of him and noticed it was very cold. She turned the hot water in the bathroom to steam the bathroom so his bleeding would stop and didn't think of calling operator to check the A/C. Early in the morning I woke up as it was cold and called the operator. A technician came within 10min and said that the room had a heating problem in the past too and knew what could be wrong and fixed it. The second night, it wasn't warm enough again. We set the thermostat to 75 and it is not that warm at all. It is very cold outside. Another technician came and check and said it is working and the A/C cannot bring the room to 75 or even 73F and suggested to change the room or give us a space heater. We took a space heater. I stayed at Westin in New Orleans and San Antonio and other places but this is the worst experience. The location, the beds and the lobby are all excellent.
January 2, 2014
Rated 3 out of 5 by Melissa7167 This hotel needs improvements.
We are Elite Gold SPG members and we stay at Westin properties all over the world. We recently stayed at the Snowmass location on the dates December 21-28, 2013. We were in rooms 682, 684 and 686. We were very disappointed with our bathrooms. First, the shower had a half enclosed curtain making it very cold to take a shower. Also, there were no bathtubs in our rooms. It would have been nice to take a hot bath after a long day of skiing. The housekeeping services need to be improved. our rooms were not serviced until late afternoon. on two days, we just refused service because it was too late and we had just returned from skiing. The restaurant is very inefficient. It is not large enough to accommodate crowds and the service is very slow. Also, the food choices were very limited. We realize that this is a fairly new Westin property. It needs to have it I's dotted and T's crossed before we will consider an additional stay in the future.
December 29, 2013
Rated 3 out of 5 by dsa19 Adequate facilities, great location, still improving
Overall, this newly acquired Westin property is solid. The space is challenged with small rooms and an overall facility layout that is not customer friendly. For instance, we had to navigage a maze of hallways and two separate elevator rides to make it from the lobby to our room. Having said that, the room itself was comfortable and the Heavenly Bed was just like other Westins.
My main suggestion for a controllable improvement is with the breakfast buffet. While its wonderful to have the buffet as a Platinum amenity choice, it was hard to eat this mediocre offering five days in a row. The limited cereal choices did not appeal to our children and the hot buffet items did not change (had bland French Toast four of five days).
Lastly ,the staff was generally friendly and the ski valet personnel were hard working and personable.
March 17, 2013
Rated 3 out of 5 by Christina24 Not Quite a Westin...Yet
I have stayed at many Startwood properties and this one needs more attention to meet the Starwood standards. First, as we walked in, we were not greeted with the lovely Westin aroma. Second, the restaurant staff was primarily foriegn and while they spoke English and were attentitive the service was incredibly slow. It should not take 45 minutes to get a bowl of steel cut oats and an omelet. All of my issues were in the details of our stay.
December 31, 2012
Rated 4 out of 5 by BPBP still needs some kinks out
We just stayed at the Westin Snowmass, and had a mixed stay. The front desk staff, the bellmen and the ski concierge are great. Location is amazing as well. Major problem with the heat and AC, when the hotel was "renovated", they skipped doing the mechanical, and as a result the heat cannot be properly controlled. The heat is on constantly, which triggers the AC to moderate the temperature, and thus both systems run continually. The front desk did everything possible to rectify the situation, but I think that they may have a situation that only could have been prevented by putting in modern heating and AC when they did the renovation. The ski concierge is simply amazing though, and the staff is really trying hard. I think that in the off-season that managment will need to do some major work on the mechanical system, and in the process have a better guest experience and save a ton of money on energy.
January 22, 2013
Rated 4 out of 5 by Dasheroni Great Location and Convenience for Skiing and ski valet
Very convenient location and ski valet in bottom on hotel perfect
December 30, 2013
Rated 3 out of 5 Nice upgrade but staff too new to handle it
The hotel was redone very well. Nice decor and contemporary. However, like most new enterprises, the staff is just not ready to handle guests. Rooms were never cleaned before late in the evening. That is all one really wants at end of ski day- clean room to rest in and shower in before dinner. Never had that during our stay. The staff was Very Kind but overwhelmed.
December 27, 2012
Rated 4 out of 5 by Kelly111 Great location, Unsatisfactory staff
Unfortunately I am unable to recommend this hotel purely on the basis of customer service. I love the updated furniture and interior design details and the lobby lounge looked like it would be wonderful to enjoy some apres, but I could not stomach the thought of having to deal with the hotel staff any minute longer than possible and left to apres in Snowmass Village instead. Every experience with staff here was lacking. Food & beverage in particular were neither polite nor efficient. For the ultimate kick in the rear on my way out, I went to the hotel's Starbucks as I left and it took the staff 5 minutes to ring me up for a coffee and a banana, then they gave me incorrect change, which I did not realize until later.
Extremely disappointed, and this was my birthday staycation gift to myself! As a local, I could have gone to any other hotel in Aspen/Snowmass and probably been happier, simply on the basis of customer service.
March 4, 2013
Rated 5 out of 5 by Colleen15 Exceptional Service
Derek, the restaurant manager, really took care of my family while we were at the Westin Snowmass. He checked on us when we were in the restaurant whether he was serving us or not.
Dan, one of the front desk clerks, gave us a super recommendation for a hike that was one of the highlights of our entire trip.
June 14, 2013
Rated 2 out of 5 by Michael303 Room and Check-in Issues
Horrible check-in day:
Did not get the room type I booked online, and my girlfriend and I got stuck with 2 queens instead of a king and a lesser view.
Not only did that happen, but when they gave us a new room the keys didn't work. Had to go back and forth a few times (which took a bit since the lobby was not connected to that area. What was really aggravating was the fact we used the hallway phone to call the front desk so I wouldn't have to make my third trip down and after 15 minutes nobody came so we both headed back down.
The clerk gave us our 3rd room (almost an hour had passed by at this time) and had a bellhop follow us to make sure the keys worked. They did, but the room was two queens and a horrible view.
Also, the parking was a bit ridiculous and more expensive than valet...
Overall, I would only recommend this hotel to young people who do not expect much.
I had a great experience at your hotel in Detroit and that was the sole reason I booked here. Will not stay there again.
November 27, 2012
Rated 5 out of 5 by JimSprings Fantastic holiday getaway
The newly renovated Westin Snowmass is an impressive facility. The only thing that surpasses the location, convenience and grandeur of the facility is the staff that runs it. They are helpful, polite and professional. Thank you for the special memories with my family.
December 23, 2012
Rated 5 out of 5 by TravelGirl01 Great Location and Staff!
Tucked into the foothills of the mountain this Hotel could not have been more beautiful or more relaxing. The staff was attentive and friendly and the setting was perfect. I can't wait to visit again!
June 28, 2013
Rated 5 out of 5 by BreckGuest Great week -
Just returned from a great week in Snowmass at the Westin. They did a wonderful job with the remodel. Ski Valet was easy, elevators can be slow, but the food was very good.
April 12, 2013
Rated 4 out of 5 by Allie Impressed
This was our first visit to Snowmass and we enjoyed our stay at your hotel. The location is so peaceful and elegant. Thank you for upgrading us to a jr. suite. Your staff was welcoming and treated us very kindly. I especially was impressed with your cleaning staff who gave me extra lotions when I mentioned how dry my skin was. Also, the room service staff went over the top for my kids when bringing them their supper. My kids said you brought them ice water in wine glasses. Thank you so much. We hope to return. The only thing we wished for was that the Snowmass Kitchen was open for evening dining. The Vue lounge got very crowded.
September 29, 2013
Rated 3 out of 5 by Wunderkind Aspen snowmass
Recently renovated hotel. Renovations are hit or miss, with beautiful lobby, interesting room but no soundproofing and unprofessional staff.
December 21, 2012