Rated 1 out of 5 by MDad Where are the staff
This is a great hotel for proximity and ease of use of the Snowmass resort. I can see why the Starwood Group bought it. What they should know is that you need staff and the staff you have need training and systems to operate under. The management of the hotel is non existent as I have tried to speak with a number of them but they just keep coming back and saying they are in meetings.
While there are staff that put things in writing and don't follow through this property will be a liability to the Westin brand.
January 17, 2015
Rated 3 out of 5 by PSS1 Great Location, but not up to Westin standards
This hotel did not make a good 1st impression and never really rallied from there. After arriving from a flight and six hour shuttle ride, there was no one there to greet us or take our bags (including all of our skis, etc.). We had to carry everything up to our room and down to the ski valet. Upon check-in, the front desk person had a pretty bad attitude when I inquired about an upgrade (“Those are requested months in advance”…In fact, I did make the request months in advance) and did not offer any type of ‘thank you’ or platinum amenity. I was told we were provided an upgrade with a slope side view. The only view we received was of an alleyway between the rooms.
In the room, there was no water (the hotel was out) and the room was very dry at night making it difficult to sleep. When electing the green choice, no cards for discount or points were provided. I realize these are little things and it was the busiest time of the year for the hotel, but I expect more as a platinum member and from the Westin brand. We all know it is trade-off expected for continued loyalty. There are a lot of other hotel chains. So in that regard, the little things do matter.
On the positive side, the location can’t be beat. The ski-in/ski-out is great. The people working the ski valet were very helpful. In addition, the breakfast buffet was perfect to start the ski day.
January 20, 2015
Rated 3 out of 5 by AChandler Great Hotel/Location staff/service sub-par
Went for a ski trip in late December and loved the location and rooms in the hotel. The lobby and welcome area is also extremely nice. The way the hotel is laid out is weird and our room was far from the main lobby, but it was also quiet so we didn't mind too much. It did seem like the hotel was very poorly managed. We were not really greeted when we came to the hotel and when we checked in they didn't explain how to get to our complicated room. When we tried to get picked up from the Aspen airport, we waited for an hour and a half past when they said they would be there even though it is only a 20 min drive. Also we called room service a few times and the phone just kept ringing with no one picking up. I wish there was a quick grab and go breakfast which would have been nice before the slopes. Overall a great location and well kept hotel, just needs better management.
January 14, 2015
Rated 5 out of 5 by K226 Snowmass Fun
This is my second stay at this facility. Both stays were excellent. Hope to see you again.
January 10, 2015
Rated 2 out of 5 by OCfam Not up to the Westin standard
This hotel is in a great location for skiing in Snowmass and we had such a great experience last year that we returned again. What a difference a year makes. The hotel felt grossly understaffed during this stay. The staff in general appeared nice, helpful, and apologetic. However, from the moment we arrived, we felt like we were on our own and needed to constantly ask for basic things. The airport shuttle did not arrive for 45 minutes even after calling ahead. There was no bell hop available to take our bags and skis up to the room so we did it ourselves as well as for check-out. Only one front desk person was usually available and there was no one at the front desk for check-out. I had to ask another staff member to find a front desk person. The rooms were not cleaned 2 out of the 5 nights and we had to call to have it cleaned after skiing. (Many of the other hotel guests I spoke to also had the same issues). I have been an SPG gold member for many years and stay exclusively at SPG properties. This is without a doubt the worst SPG experience I have ever had.
January 6, 2015
Rated 3 out of 5 by anne1959 Great ski in/ski out location right on Snowmass mountain
We have come to this hotel for many years, first as the Silvertree Hotel and now the Westin. The prime attraction continues to be the location, as it is right on Fanny Hill at Snowmass. The rooms and public areas are attractive but the rooms could benefit from better lighting and storage. It seems that the staff are really stretched thin on busy weeks (ex: rooms not cleaned until 4-5 PM). Food is OK but should be better for the price. Shuttle from airport is nice amenity. Most of staff very friendly and helpful.
December 27, 2014
Rated 3 out of 5 by RoyBW Heavenly Beds
The hotel is a bit odd as it has areas where you cannot reach your room via the elevator. You must walk up and down stairs. My understanding is that while updated, the original property is older with additions done later on.
I did not appreciate the "resort fee" which please, don't nickel and dime me. The internet is also very slow.
I also did not appreciate an additional fee PER ROOM, PER NIGHT to have connecting rooms. We stayed at the Westin Las Vegas Lake Resort and had no such fee imposed.
Prepare for "resort pricing" on all your meals.
The main positive is the beds were very comfortable.
August 6, 2014
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