The Westin Monache Resort, Mammoth

  • 50 Hillside Drive
  • Mammoth Lakes,
  • California
  • 93546
  • Estados Unidos
  • Mapa

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Rated 4 out of 5 by 208 reviewers.
Rated 3 out of 5 by Hotel unilaterally opts out of Platinum upgrade programme Told that hotel does not upgrade Platinums to standard suites "because it is not owned by Starwood and different rules apply". Location is great. Service is so-so. Breakfast selection was poor. Room was ok - nothing special. $25 + tax resort fee is outrageous. The only thing I could make use of was the parking. The fact that this isn't simply added on to the quoted room rate clearly shows the contemptuous way hotel management regard guests. March 26, 2012
Rated 3 out of 5 by Really? Well, lets just say, stay in the Village at the condos, this hotel is 75 stairs from the village. Very rude staff, its was xmas-New Years so yes very busy. Managers kept saying that they were booked and busy, thats why things were so slowl, but come on, this place sold out early, so they know it would be busy, they sure charged my CC in full as soon as I booked, but didnt fully staff to handle the holiday. But they know this, no one knew what is going on at the hotel, I asked concierge, manager, bar tender and hostess what was planned for New years eve, got 5 different answers. Had to wait to check in, they never came to the room to clean it first day. I talked to the on duty manger at 9pm and he gave me attitude. Great room, had a 2 bedroom. They had to give me this room, I booked a 1 bedroom, but they over booked, imagine that. Had to ask 3 times to unlock the in room safe from previous users. Just a really bad experience, from check in, maids, managers. I checked out the condos that are in the Village,just as nice, cheaper and not having to deal with the 75 steps uphill, since the hotel was to cheap to put a pedestrian bridge in, I use Westin alot for work, but never again in Mammoth. They might be good for non busy times, but holidays, stay away!! It was 100% the rude staff that made this stay bad. Not worth the money, horrible service, sorry Westin, but its all true, please contact me for the Managers card-name who was very rude.................... January 3, 2012
Rated 2 out of 5 by Love it but need to staff We had a nice trip and had two rooms - brought the kids and the dog but every time we got back from the slopes the maid service wasn't complete! Even after I called specifically to request it. After getting back from our family activities I expected the room to be cleaned so all the kids could show and get ready for dinner;-( major bummer! Especially since it was 170k points WOW - I expected better treatment as a platinum member. I heard lots of others complaining. Other than the staffing issue this is a great place to stay January 28, 2012
Rated 4 out of 5 by Staff needs improvement This hotel is a wonderful addition to Mammoth and the location is great. with two small children it is very easy to access childcare and ski services. The one area of improvement would be the staff and their poor attitude. Room service staff was rude and impatient and seemed very put out that they had to make a second trip for an item they forgot. Front desk staff is also not very informed or helpful about area services or restaurants. For example, I asked for a good steak restaurant that was family friendly and the staff member stated that she did not eat meat so she did not know. Come on! Can you not at least make a recommendation.? Not the service I would expect from a Westin resort. April 2, 2012
Rated 1 out of 5 by Worst Starwood Experience Ever! By Starwood standards, I am probably a light traveller, but I have been a Gold member since 2004. Although, location-wise, Starwood properties have not always worked out for my travel, I have always turned to them first. This stay was the worst experience I have ever had with what to this point was a company I respected. Do not ever, under any circumstances utilize this property if the main point of your stay is to visit Yosemite National Park. The staff at this hotel appears to be trained to mislead its guests about the location of the hotel in relation to the park. They told me that it is about a 30 minute drive to Yosemite. If you drive the speed limit, at best, it is a 45 minute drive just to get to entrance. However, and this is the most important point, the main attractions of the park are at least 2 hours of a further drive from the gate itself. They also said that Oakland (location of our return flight) would be about a 5 and a half to 6 hour drive. Easily, this is one and a half to two hours to short of an estimate. Do not trust this hotel. June 10, 2012
Rated 1 out of 5 by If you are platinum FORGET IT!!! SPG status is not honored and will get you the worst room in the house. Unless you pay. What a rip. Had double checked on this before I went....talked with the hotel...and had no idea. September 4, 2012
Rated 3 out of 5 by Poor maintenance of the room Poor room maintenance; uncomfortable for the family; December 1, 2011
Rated 3 out of 5 by Good location This resort is in an excellent location when the gondola is operating; it is very close to the Village. In general, the staff were very accomodating and helpful. One disappointment was the resort's policy in not upgrading platinum members despite availability. Another slight disappointment was the lack of a lounge. Those two factors were the major differences I experienced at this resort compared to others. Overall, I would state the resort met my expectations. December 7, 2011
Rated 1 out of 5 by Never again We have been visiting Mammoth Lakes regularly for the last 10 years and have stayed at a number of hotels in the town. I decided to try the Westin even though the prices are higher than other accommodation. Unfortunately upon arrival, I was told that my room was not ready and because I didn’t have a U.S. cell phone (we are UK residents), the hotel refused call me to tell me that the room was ready! My room finally became available over 2.5 hours after the official time! The room that we booked (single bedroom suite) was comfortable but twice in 5 days I returned to room to find that it had not been cleaned and made up. The wifi /internet connectivity in the room was virtually nonexistent, as was the satellite TV reception which repeatedly froze. The prices for food and beverage are extortionate and the menu was limited. Worst of all though was the attitude of the front desk staff who were arrogant and obnoxious and who obviously cared little for their guests. An example of this was when after deciding to extend my stay in Mammoth Lakes, I enquired about room rates only to be quoted $600 per night! When I questioned why this was higher than my original booking room rate and if this included lift passes, I was told that because my stay was only 2 days, they couldn’t offer a package?? I pointed out that I would be at the hotel for a total of 7 days but the Receptionist clearly did not care about securing repeat business for her employer. I therefore enquired with another hotel in the area and was quoted $487 for two nights, including lift passes – a bargain compared to the Westin. Early the next morning I checked out of the Westin and drove to the other establishment fully expecting, because of the time of day, that I would not be able to check in. How wrong I was – the front desk staff were hospitable and courteous, the exact opposite of the Westin. The room that I have reserved was not available so they upgraded me to a superior room and was allowed to check in at 7am - I was at the gondola at 8:30am! If you want good quality, value for money and don’t want to be treated like second class citizens – avoid the Westin at Mammoth Lakes at all costs. April 9, 2013
Rated 2 out of 5 by Not up to "Westin" standards We are owners with Starwood- at several different properties, however have usually stayed at a condo when coming to Mammoth, but decided we wanted "hotel convenience/luxury"- so called to book during our Spring Break and was told that there was only a studio available- which was fine we thought. I asked if we could upgrade when we arrived and was told the facility had lot of check ins during that time, but I could ask when I got there. So THEY KNEW a lot of people were arriving, however when we got there-after a 6 hour drive, @ 4:30 there was ONE bell man, 2 carts, a broken elevator and were told that 11 people had luggage to deliver before us. We took a few bags ourselves to the room to change and go eat downstairs. At 5:00 we were told we couldn't be seated in the VERY EMPTY restaurant, because within an hour reservations were coming in. TOTALLY empty mind you- no big deal, ate in the bar. By 6:30 restaurant was still empty- not a big deal, just annoying to be denied, but we had the same menu. Our 5 year old daughter wanted to go into the kids club- our luggage was STILL not in our room, and at this point sitting in the hallway- I had to go s/w the mgr. and have it taken up- it was 2 1/2 hours-wow. So the kids club had a hobbling bell man watching over the room- going in and out from somewhere else, but primarily un-attended- he said the girls that usually run it weren't there and he was helping out- but limping, and didn't know where things were in the room. DID NOT SEE A CONCIERGE AT THE DESK THE WHOLE TIME- and went down several times to ask for assistance and recommendations. Twice we came back from skiing- around 4:30 and our room was not cleaned- had to call downstairs when all we really wanted was to shower and go eat. Delores, the mgr. sent up complimentary breakfast tickets- for 2 people, althought we were 3 (they did take care of that), but then when I s/w her about the issues- she said she would "see what she could do, and get back to me", and never did. All in all the hotel experience was less than a $500.00 a night hotel should be, and we would have been just fine @ a condo. It was dissapointing. The staff was all pretty nice, but not worth the money for US, and disappointing as an owner. April 10, 2013
Rated 1 out of 5 by Never write reviews but had to it was so bad Just finished a horrible stay at this property. I exclusively stay at Starwood properties. Never again in Mammoth. I never write reviews but our experience was so terrible I wanted to make sure people are aware this is not a Westin quality hotel. First, we arrived at the airport waiting for the complimentary hotel shuttle. Before our flight, I called to confirm that the shuttle would be there and they said it Is scheduled to be there for all flight arrivals (5) s no need to worry. After we grabbed our luggage, we looked for the shuttle, nothing, asked the mammoth shuttle if they go to the Westin and they advised me they don't and since the a Westin shuttle is not there yet, that means they forgot again so I should call them. Call the hotel and sure enough they forgot so they sent one. 30 minutes later we were on our way to the hotel. Wouldn't even bother to right about this but this helps introduce out shuttle experience. More on this later. Arrived at the hotel, they had a room ready for early checkin. Great! We were hungry so we dropped off our baggage and and to the hotel restaurant, Whitebark, to grab a late lunch. Service was non-existent. Table next to us was complaining there food was taking forever. Should have left then but we were hungry so figured we would stay put and try it out. Ordered food for the table. Drinks took forever, no refills and took is asking someone to check in on our food after waiting for half an hour for someone to go to the back and bring it out. Kids pancakes were fine (hard to mess those up) but the soups, TERRIBLE. Worst tomato soup I have ever had. Clearly had been over cooked and sitting in the pan all day as it tasted like burnt marinara sauce. Husband ordered turkey florentine soup - literally nothing but turkey bits and onions. On our third day in, figured it was time to have our room serviced. Since we brought our dog and they won't clean the room with the dog in it, we called service express to ask them to clean during an hour and a half window we would be out of the room. They said sure so we planned our ski day around it. An hour and a half later, we return to our room and it has not been serviced. Call service express to let them know and am told you can't schedule when your room is to be cleaned. Housekeeping has their own schedule. Seriously? I explain to them that we had been confirmed it would be clean. Their response is that was wrong, can't request a time to have your room cleaned. I ask to speak to the manager who tells me to let her know when we can leave the room again with the dog and she will let housekeeping know. As much as I love to schedule my vacation/ski day around housekeeping, i commit to 4:30 as I could guarantee we would be off the mountain by then and back to our room. We end up making it back an hour early, kids are exhausted, so I call service express to see if we can have it serviced a little earlier so they can nap after before our dinner reservation. I am rudely informed there is no way I can schedule a housekeeping time. I inform them the manager committed to a time with me. They tell me then I need to keep it. I tell them my kids are exhausted, we are already being inconvenienced by having to leave our room again because of their oversight so can she please try to move it up. She tells me she will ask housekeeping and call me right back. 45 minutes later, no response. Shocking (sarcasm)! It is now 4:15 so I decide to go to the front desk to see what is going on and make sure we are set for 4:30. I speak with the manager who let's me know we are set, she personally spoke with the housekeeping manager herself and they will be up in 5 mins. 4:45 still no housekeeping. Call the manager and she finally gets someone up there at 4:50 and we are half an hour late to or dinner reservation and have to beg to still find a table for us. Thanks Westin! Great service. Apparently housekeeping can't be inconvenienced and have anyone tell them when to clean a room. Next day husband and I grab a quick bite at the bar. Hotel is out of iced tea, doesn't serve sparkling water. Half hour after ordering our food, bartender let's is know they don't have one of our items. Really, it takes half an hours to find that out? Shouldn't we have already been eating it? She asks us if we want to change our order. We tell her no and that we are now in a hurry (been 45 mins since we sat down) because we have to pick up the kids at ski school. Sliders and Mac and cheese come out. Sliders are prepared wrong and Mac and cheese has literally no taste! Yay again Whitebark! New Year's Eve, we had a prepaid dinner reservation at Whitebark. Super excited what is in store for us this time. Fixed menu, every course terrible. They tried to make "fancy" dishes but clearly they are not trained for this caliber of cooking. Sides with main entree were literally straight out of the fridge and not heated up. Ice cold mash potatoes and vegetables for $125 per person. Another homerun Whitebark! In all fairness our server was great though and he let the manager know and she was kind enough to stop by and discount our food. $400 for two adults and two kids for dinner later (after $100 discount) I was envious of the room that had order the domino's pizza that was en route to them when were heading up the elevator. That would have been literally ten times better. So, so, sad. Final two days were rather I uneventful as we intentionally avoided all hotel service. Kept our room dirty and no hotel restaurant. Thought were in the clear but got comfortable too soon. Two hours before our flight, we ask for a shuttle to the airport. The bellman tells us no. They will only leave for the airport between 2:30 and 2:45 it our filthy is at 4. We let them know we have a dog we are traveling with so need to check in early. Again tells us no. Says we need to wait. They do this everyday, won't be a problem. I again try to explain to him we have to check in an hour early with a dog, leaving at 2:45 will get is to the airport one hour before our flight and gives no wiggle room for a line. I ask, what if there are more people than the shuttle will hold, he tells me won't be a problem, there are three shuttles and drivers and all are on site. What? Did I hear him right? Three shuttles and drivers doing nothing and you won't take me now so I can be sure to make my flight? I ask the person behind the front desk for help. She asks which flight I am trying to catch? I tell her the 4pm to San Diego. Her response... there is a 4pm to San Diego? We don't have that on our list. She asks me if I want them to call me a taxi. Really, three shuttles and drivers all doing nothing and you want to me to call a taxi. Complimentary shuttle around town and to airport is part of our stay... Or so I thought. Wow! I push some more, don't want to chance missing the one flight a day to San Diego. Manager comes out and tells me they don't leave till 2:30. I explain my concerns to her and she agrees to have someone take us but clearly begrudgingly. We timely check in and see the westin shuttle show up half an hour later, shuttle packed (they would have had to send a separate car anyways if we had waited) and the westin guests line up behind the 10 people ahead of them to check in. Would have definitely been late! Why is customer service so hard for this place. Will NEVER go back or recommend this place. They should be disassociated with Starwood and Westin as they are a fraud to hold themselves out as part of the same experience. Sooooo disappointing. January 1, 2015
Rated 1 out of 5 by mountain manners I stayed with the westin for one night. Upon arrival, we were offered champagne as SPG members. One glass was plastic and large, the other was glass and small. Quaint but not a deal-breaker, apart from the issue of plastic champagne flutes in general. Once in the room, the first towel taken from the shelf was found to be smudged with makeup and lipstick and have several dark hairs in its folds. A call to housekeeping yielded a gentleman who called it "pretty gross", but declined to comment further. When I asked if he could switch all the towels, instead of just replacing disgusting nappy #1, he shrugged and said "I guess so". The next morning I called to request a breakfast menu. The service operator insisted that I had one in my room. Only after I agreed that there might be one somewhere in the room, did she agree to have another sent up. She sent up a photocopied stack of papers, stapled together to serve as a menu, along with the breakfast pre-order door hangers. I called to ask if I could order from the door hanger. She said no, those had to be used the night previous. Since there were no door hangers in my room until just minutes earlier, I inquired if I could perhaps be allowed to order from them, since they had several items not included on my stapled sheaf of papers menu. She reluctantly consented with an audible sigh. Breakfast was nice. I called to ask for a late checkout, which was granted. Lovely, and much appreciated. When my wife returned from the pool 1.5 hours before the new checkout time, her room card didn't work. Down at reception she was told that "the Westin doesn't do late checkouts". After several minutes of conversation regarding the matter, my wife called me, and then reception declined to speak with me, telling her "it's ok, we just found the notation, but we don't usually do that". I am a travel editor for a silly magazine that no one reads, and a former bartender: point being: A. I don't write reviews for the pleasure of reading my own drivel, and B. I know the thankless drudgery of service jobs. Notwithstanding; the Westin Monache managed to be understatedly bumbling if not haplessly rude on more than several occasions in a 24 hour period. March 3, 2013
Rated 3 out of 5 by Be aware, this hotel is slipping We were disappointed. 45 minute check in. Room ready at 3pm. After waiting to get a room with view of pool and Mammoth Mtn, which took 45 minutes on computer, we were given Room 209. Carpet in that hallway was filthy. Too many doggy guests. Went back to change room, another 20 minutes to do that. Hallway by room 435 -- nasty carpet stains. Fit and finish of hotel has really gone downhill since we started visiting. September 6, 2012
Rated 4 out of 5 by Enjoyed our stay Liked the kitchenette that allowed us to eat in our rooms. The pool was heated even with snow on ground. The barbeque grill was not working 100% (knobs were broken and some burners not working). The room size was adequate for two of us but would be crowded for a family of four. Asked for gold member late check out but was given two hours since they don't adhere to gold member benefits. December 10, 2011
Rated 2 out of 5 by Hummm not that good Bath shower handle broken, sink stopper also broken and not usable,, paid cash and resort still charging my credit card 4-days latter causing noe to have to call to get this matter resolved. I'n not a Happy Camper with the Westin....... August 8, 2012
Rated 1 out of 5 by Needs Management Adjustment Checked in to the hotel, being Starwood Platinum and asked at the front desk about a room upgrade, it also appeared that they had about a ten per cent occupancy rate. I was told that I had already been upgraded. I walked in the shoebox, umm room and was wondering if this was an upgrade what would I have gotten If I were not Platinum. I tried to use the wired internet for an important project, just to find there was no port. I picked up the cordless phone, and of course it didn't work either. After making the call on the other phone I waited for over thirty minutes, with no one showing up. On the second call I did get someone to come and fix the port. But, in the call I asked about the upgrade and I was told that they did not upgrade Starwood members, but I probably receive a view. Looking out of my small window I had a good view of the building and if I leaned over I could see the pool that was obviously not usable. Most hotels recognize the value of frequent stayers this one does not. If your a Starwood preferred guest stay away from this hotel because they do not care about your business. June 9, 2013
Rated 1 out of 5 by Too many dogs Firstly--the staff was nice however they were understaffed. the rooms were not ready when we arrived. also they never informed us that some of the rooms will be occupied by pets-namely dogs. they never gave us the option to stay in a pet-free room until we asked. that is when they moved us to another room but again we had to wait for the room to be cleaned. We WAITED 1HOUR AND 45 MINUTES! while we waited, the staff never even offered us to go somewhere else where it was warmer for us to wait--until we asked again. they could have at least offered us to go to the restaurant while we waited. Secondly--this is a hotel, not a kennel?!!! there was urine and dog feces visible on the property outside. it smelled like wet-dog. we personally have a dog but will never inconvenience other guests by bringing our dog to a 5 star hotel. that is why we leave our dog in a kennel! hotels are meant for people, not dogs. it appeared that it was a dog hotel rather than a people hotel. lastly--the staff seemed to cater to the pets more than to disabled patrons. we had a hard time getting around due to the amount of steps to the hotel. we are not recommending this hotel to anyone. the only nice thing about this property is the decor. December 31, 2012
Rated 5 out of 5 by Perfect Honeymoon Escape Have stayed at many locations in Mammoth but when we stayed at the Westin property, we couldn't have picked a better place. Location is perfect to the hub of activities. Access to the Village lift couldn't be closer. Free ski storage is a win and complimentary parking and WiFi are icing on the proverbial cake. We'll be back again and again. January 17, 2015
Rated 3 out of 5 by Room comfort problem The first night the room was overly warm and we discovered we had no air. We reported it the next day and were informed the next evening evening, just as we are leaving for a wedding and reception, that we would have to change rooms. We did not have time to change rooms so they told us to just keep the window open which we had already done and didn't help. We suffered with a hot room our entire visit. The refrigerator made a lot of noise and is probably the reason it was turned off when we arrived. I put on a white robe that was laid out on the bed and discovered lipstick marks on the sleeve of so it obviously was not cleaned since the last occupant.. There was no shampoo,or conditioner and one bar of soap for the sink and shower. This is a minor complaint but annoying. April 15, 2013
Rated 5 out of 5 by Fabulous Great location, friendly staff, amazing amenities. A must stay place when one is in Mammoth February 17, 2015
Rated 3 out of 5 by Bad beds First there was blood stains on one of the small pillows, and the rest of the pillows had a bad odor. When I called down about this they only replaced the big pillows, not the one with blood. Also the mattress had a big dip in it so I could not sleep next to my girlfriend as I would roll to the edge. We moved to the other room and the comforter there had a blood stain on it. Also the sheets had been starched so much the were hard September 6, 2012
Rated 2 out of 5 by Ms S The hotel offered points if you forgo the replacement of linens everyday. We opted for this selection however the maids never come to our room to vacuum or clean the bathrooms for the entire 5 day stay and we did not receive the points. We had to empty our own trash everyday. We were not offered an upgrade or continental breakfast. The small refrigerator in the room did not work. We had to ask for ice everyday for our cooler. August 19, 2013
Rated 1 out of 5 by Definitely not what you would expect at this price range. Before arriving at this hotel I sent very specific instructions, nobody ever responded to my request via phone or email. Than, upon entering our room #623, we discovered our bathroom sink completely clogged, I call downstairs and was assured it will be taken care of, we came back to the room 5 hours (!) later, and nothing has been done. I called again, and tell them that we were gone all day and now we can not even wash our hands! Front desk tells me that they have a record of my morning call, but it was low priority! 20 min later plumber shows up, goes in the bathroom and starts the repair. He was fixing it for about an hour. During that time our family just sat there, we could not use toilet, showers or just even wash hands. Another note, the couch in our living room has a horrible smell. Upscale hotels usually invest in basic upholstery cleaning once in a while. January 26, 2015
Rated 4 out of 5 by Room temperature An otherwise pleasant stay was once again accompanied by a repeat of a room temperature issue. This Westin location has a very serious case of poor A/C. You either get central heating at an uncomfortable 75 degrees day or night which means a hot, unpleasant sleep...or you have to turn on the cold A/C to your desired temperature which in turn runs a wind tunnel ventilation system at a loud noise level. The engineering department sent a technician to our room who verified that this is just the way it operates. This is my 3rd stay in the past 2 years here with the same results each time. The Westin can do better than this. December 26, 2012
Rated 3 out of 5 by Disappointed There was a one hour delay checking in which was a problem because we were on a tight schedule. Then, we got a room facing the parking lot and arrival area. Not quite the "scenic" view stated on our reservation. Motorcycles were allowed to park just outside our room so we got plenty of motor noise throughout the night and early morning. August 6, 2012
Rated 2 out of 5 by Service was really bad The service was terrible. I highlighted list of issues we had in short period of time to manager (late check-in, bags delivered to room two hours late, heat in room was broken, etc). The manager's response was only to be defensive. December 28, 2012
Rated 2 out of 5 by Did not meet expectations - especially for 16,000 points Customer service and overall cleanliness needs significant improvement. Lack of overall common space also disappointing January 4, 2015
Rated 2 out of 5 by Underwhelming From the moment we tried to check in, this experience wasn't great. We requested an early check in. I know this is not guaranteed, but not only did we not get an early check in, but we were told that the room would be at least an hour late, and that we would be called when it was ready. We were never called and had to contact the hotel 1.5 hours after the scheduled check in time. As a concession, we were given 2 free breakfast passes, even though there were 4 of us. We decided to decline housekeeping services following the first day after returning to our room shortly before 5pm and finding that they had just started cleaning. Who starts cleaning a room at almost 5pm? Finally, we ordered room service for dinner one night and found that not only were they not accomodating to certian dietary restrictions, but that they could not deviate AT ALL from the room service menu in the room, even though we were informed that it was all coming from the kitchen in the restaurant below. This is not what was expected from a high end resort hotel. It did not at all live up to the Westin Standards. July 8, 2013
Rated 3 out of 5 by Great hotel rude front desk staff Great hotel rude front desk staff June 23, 2012
Rated 4 out of 5 by Great location, perfect for skiers/boarders I've stayed in 30-40 Starwood properties, third time in this one. This is a great hotel to come with family to ski, it has one the best locations in town right by the village and the gondola. The rooms and facilities are fairly new and in good condition. We stayed at the studio room which is a bit smaller than the typical Westin timeshare unit, but it has everything you need. Staff was very helpful and friendly, everything in the room and gym/pool, etc worked well, valet parking service pretty efficient and the wi-fi worked really well despite the hotel being full during the xmas holiday. The only downside are the crowds in the elevators, there are only 2 for the entire 7+ floor hotel. The hotel has its own ski rental shop where you can get your lift ticket without the lines at Mammoth, has ski valet at the gondola and lobby, town shuttle, kids club, etc. Pool and spa tubs are heated and in a great location in the woods. Strongly recommend for a stay in Mammoth, especially in the winter, great ski hotel. December 26, 2014
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