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 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 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 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
Rated 5 out of 5 by Lili Great room; cleaned and well furnished.
Our room was cleaned. Daily the housekeeper did a personal touch, was impressed! Great job!
June 11, 2013
Rated 2 out of 5 by Skimom Let Down
Expected improvement with Westin now managing property not noted. Staff seemed hurried, untrained and not up to Westin standards. Management also not helpful or responsive. Complaints-rooms not ready and waited over 3 hours only to arrive at room still not cleaned. Did not get room I reserved. Excuses about being too busy were frequent- "its our second christmas". Room hot because heater and air conditioner both running full force. Stuck valve never unstuck. Needed humidifier. Did not get till the next day. Nose already bleeding. Rented movie but couldn't hear because of the rumbling A/C and heat. Very dissatisfied. Worst Westin I ever stayed at.
February 21, 2013
Rated 1 out of 5 by JustMel Extremely poor service
We booked and paid for two rooms - one for us and one for some friends as a luxury treat for a favor they did for us. Upon arrival at 4pm, we had to wait 1 hour for the first room to be cleaned, and an additional 3 hours before the 2nd room was ready for us (at 8pm!!!). Because we were unable to shower and change in our rooms after a long day of hiking we missed our scheduled dinner plans and were instead forced to sit in the hotel lounge with all of our luggage -- along with many, many other people also waiting for their rooms -- where we had no choice but to order from the ridiculously over-priced menu ($11 for a small bowl of buttered pasta for a 2-year-old? Really?). The single operating elevator was ridiculously slow, and every other guest there was annoyed by this. On top of it all, even though we had to pay a $15 "resort fee" in addition to the room fee when booking the room online, we had to pay an additional $16 "resort fee" upon checkout for both rooms. When our friends went to check out of their room, the rep at the desk tried to charge them the $16 again, even though we had already paid that fee. Seems like one scam after another. Although the rooms were beautiful, they were not worth waiting FOUR HOURS for them, and they certainly weren't worth the 6 flights of stairs we had to take because the elevators never came. Will never, ever stay at this hotel again. What a disappointment.
July 26, 2013
Rated 5 out of 5 by SSCHUCK Ski Vacation
What we loved about this hotel: location is nearly the best on the mountain, the ski valet (they deserve BIG tips)...one gentleman even took our boards out to the ski run!; the staff were extremely friendly, the beds, the heavenly shower, and nearby shopping and restaurants. A nearby mexican restaurant has an awesome happy hour and wonderful food! The hotel was always clean, which is quite a feat given all the snow traffic. Our 10 year-old son loved the hotel's apres ski...they serve a hot drink and cookies (free) from 3-5.
What we did not like: Snowmass Kitchen serves good food, but too pricey. The name is deceptive because one would think that a "kitchen" would have modest prices, but no. I would recommend either changing the name or lowering the prices. We would have eaten there more than once if it was more reasonable.
The staff were quickly overwhelmed when we were checking in on the 21st of December. There were long lines and people were waiting for rooms to be cleaned. The staff were very nice and trying to do their best even though some guests were unnecessarily mean to them. My biggest peeve was related to there being a separate line for SPG gold and platinum members, but they seemed to be taking everyone. So, I waited for about 20 minutes to check-in and then had to wait another 30 minutes while that room was being clean. I could not tell if I got a room upgrade. I reserved a deluxe room and they were unable to upgrade at check in due to being overbooked for premium rooms. They were not clear on what type of room I got and I had a suspicion that I may have been downgraded to a traditional room. :( Oh well, we made the best of it and our overall experience was great. We would definitely go back.
December 27, 2012
Rated 4 out of 5 by SCS123 Great hotel but staff is learning
To level set this REVIEW this is the context to take into account:
a. The Hotel had very low occupancy and plenty of staff
b. I stay in Starwood properties every week; been around the world
c. I am a platimum member with an Ambassasdor
1. They did not uprade me with no occupancy
2. Valets upon my arrival barely greeted me
3. Ski Valets closed earlier than 5pm
4. Service Express did not inform Ski Valet I was checking out according to Ski Valet. I had to get my skis myself.
5. Staff is not very well trained except that they are trained to act like they know what they are doing. Service Express is a perfect example. And Ski Valet and House Valet.
NEXT TIME I EXPECT AN UPGRADE AT THE MINIMUM OR I CONTACT THE AUDITORS.
November 28, 2012
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 sherrik disappointing
We stayed at the Westin last year and had a completely different experience. This year we came into a room with the bathroom floor dirty with hair and the bathtub was filthy. We called to have it cleaned and 2 1/2 hrs later at 11 pm they came to clean it. We are from Florida and requested a humidifier, were told they were out, then an hour or so later they called and said they had one and would send it right up, over 2 hrs later we got it. When we finally got into bed after a long day of travel, found the sheets stained and with hair on them. Most days the bed was very sloppily made, one day they didn't even cover the mattress by 12 inches. The previous year I would have rated everything as superb on every level.
March 3, 2014
Rated 3 out of 5 by PaulCS Has a ways to go
1. Ski locker service was superb.
2. Personnel friendly.
3. Great location next to Conference Center.
4. Had a great meal at the new restaurant. Service needs a little tuning up though.
1. Premium rooms on Lower level a huge disappointment because of noise. Near restaurant, and the music from the lobby and mall is loud.
2. We did not get housekeeping services until the second day, after we complained.
3. During the day the construction noises from the Starbucks being built under the room were very annoying.
4. The "slopeside view" from such a low level room is limited and not worth it.
February 10, 2013
Rated 5 out of 5 by cotiger Great staff
I particularly enjoyed interactions with the hotel staff during my visit at the Westin Snowmass. The check out desk, the waiter at the restaurant, the valet, and everyone in between was extremely friendly, helpful, and accommodating. I wish all hotel staff were like this!
April 25, 2014
Rated 2 out of 5 by MikeJuly2013 Deficiencies of this hotel
While staff are friendly (except the young lady at the front desk) and while the facilities are relatively new and very modern, the designers of the bathroom seem to be from outer space. The shower is one of the worst my wife and I have ever seen. Not only is there no door to contain the water spray, it is very difficult to direct the shower spray where you would like it and where it would be most useful. The bathroom has only one bar to hang a towel to dry. If you want to hang two towels, you are out of luck!
The dining experience was poor. There are only two or three choices for dinner and the stake was tough and priced at $40!
On the plus side, the flat screen TV was much larger than in most hotels.
July 21, 2013
Rated 5 out of 5 by CHUCKS19605 Awesome Experience
Thank You Thank You Thank You Westin Snowmass!!
I just had a wonderful weekend getaway with my wife at your hotel.
The service staff was outstanding and greeted me at every turn with a smile and warm words. The facility is recently renovated and exceeded my expectations. The food and beverage experience was excellent. I will definitely go back and spend another weekend or more with this wonderful hotel team and hopefully discover more amenities. The only thing to improve? Can you stop it from raining? All kidding aside, please pass on my congratulations to the service staff!!!
July 16, 2013
Rated 5 out of 5 by Raleigh01 Great family experience
This hotel was recommended to us for it's proximity to everything in Snowmass Village. It was a great recommendation for us, especially our six year old. The Ski Valet made our ski experience very convenient equipment wise and the nearby restuarants were great. The Gondola to the base of the mountain was also ultra convenient. We weill most certainly stay here again.
April 6, 2014
Rated 1 out of 5 by KellyHM Terrible Experience - Worst Westin
I stayed at this Westin for 1 night with my husband. The staff wasn't able to give me a king room even though they told me I had one booked over the phone. Our room's heat didn't work and it was loud above the pool. I asked to move rooms and they reluctantly let me, but it was again above the pool. The dinner service was horrible. We didn't know who was working or not and it took forever. Breakfast was horrible service too...they took forever to bring us menus and coffee, and got our order wrong. I would expect much better from a westin...this is my worst experience yet.
October 16, 2013
Rated 4 out of 5 by MM101083 Almost there...
I have stayed at various Westin Hotels and always impressed with the sleek style, cleanliness, and friendly, professional staff. I think this one in particular is fairly new and just needs a few tweaks. There was no fire evacuation map on the back of the door and no hotel directory to tell us where the ice machine was or what was on the various bar/ restaurant menus. In the coffee area, there weren't any spoons or stir sticks for coffee creamer. These are very minor, I know, but little details like this are important for a high-profile hotel like the Westin to remember.
July 7, 2013
Rated 2 out of 5 by Bob65 Westin Review at Snowmass
My room reservation was messed up. A king was reserved, but a queen was only available. The front desk attendants at first lied to me and one of the attendant even told me that my bed room had a king size bed in it-so the attenant did not even know what bed was in the room. The window did not work so I could not shut it when teenagers were being loud at 11:30 PM. Front desk attendant did not answer the phone three times when I called. The attendant did not call me back when she said sge was going to call me back about my complaint about the room. The air conditioner did not work very well. Also, the Snowmass restaurant messed up our order and was very slow. This hotel really needs a good lesson with customer service!
September 30, 2013
Rated 4 out of 5 by Sarasota69 Great location in Snowmass
Although this hotel is not your typical Starwood hotel, it has many nice features and the location is great. The staff was cordial and we were treated with the nice recognition given to SPG members, even though, as a resort, they are not required to. There are many restaurants in the area surrounding this facility. We would recommend trying any of them, as the hotel's restaurant had limited options, very slow service and marginal quality. The rooms were just "OK" but there were many other parts of the resort that we really liked. We would definitely visit there again.
August 13, 2013
Rated 5 out of 5 by Williasp Great location right on the ski slope
The Westin re-make is a nice improvement over it's predecessor SilverTree hotel, where we have stayed many times. The staff was especially friendly and courteous and made every effort to make our stay pleasant. Special kudos to Evan the omelette guy, Maggie at the front desk, and Ellie the concierge. Starbucks coffee in the room was greatly appreciated.
The only hiccup was that we were not given the specific room we requested even though we were informed it was blocked for us the week prior to arrival. We received no response to a message left for the reservation manager for an explanation. However, the front desk provided an acceptable resolution.
One suggestion: Please replace the chairs/sofas in the lobby with something more comfortable. The current ones are too low and deep.
March 2, 2014
Rated 2 out of 5 by Jack49 This hotel allow owners to leave pets in the room unattended only to have them bark incessantly
Dogs left in rooms by their owners barked incessantly on 2 occasions necessitating I notify the front desk and manager. After some time the owners were located to return to their room and care for their dogs. There was no mention that I was being put on the "dog floor" as I would have asked to be located elsewhere. The manager told me they discourage leaving pets alone but can't prevent it from happening. How is it that a hotel allows owners to abandon their animals so that others have to listen to them bark for hours on end? Where are my rights as a paying guest?
July 19, 2013
Rated 3 out of 5 by Texaslonghorns Too many elevators
I had to stay on the 7th floor so I could get a king size bed. To get to this floor it was a maze of elevators and hallways just to get to my room. Not a good set up.
December 14, 2012
Rated 5 out of 5 by SSJS Hotel Review
We had a great stay at the hotel! The food was outstanding and the setting wonderful!
The staff is informed and very pleasant from the front desk, the spa, and elsewhere
on the premises. It truly added to our visit.
April 8, 2014
Rated 2 out of 5 by BusinessTraveler44 Pretty on the outside
The hotel public spaces are very attractive, but I think Starwood focused too much on style and not enough on revamping the core of what seems to be a dated hotel. The mechanical infrastructure of the hotel needs attention -- one of the two elevators was broken during our short stay, the heating system is so loud it woke us up, the water and plumbing is similarly loud. The staff are also inadequately trained and do not appear terribly motivated. The location is great and the lobby is lovely, so hopefully the management will care enough to address the issues.
March 25, 2013