Rated 4 out of 5 by carter214 Beautiful rooms but lacks SPG benefits
The room and the location was great but because this location is a vacation ownership they don't adhere to the SPG rules...which I can't stand. If you are a gold member you will be lucky to get a 1pm checkout, not the standard 4pm...which is a big deal when you are trying to ski on your last day there.
December 26, 2011
Rated 3 out of 5 by MVCA Great rooms, nice staff, but DEFINITELY needs SPG program education
Stayed at this properly over a weekend in December 2011. The rooms are excellent - the fireplace is amazing. However, the rooms did not seem to be able to sustain the right temperature as set on the thermometer device and runs loudly every 10 minutes pretty much. This might be an isolated issue; however, I have heard the same issues from other colleagues... Restaurant in properly is great- (their staff is AMAZING). Pool/spa are nice, but they close at 10pm... As for SPG benefits.. NOBODY except for the guy who checked me in seems to know anything about SPG elites. I really don't enjoy announcing that I would like certain SPG Platinum benefits (it makes me feel awkward) but I've had to do it a few times. Other Westin properties and SPG properties in general seem to do ok. In comparison to others, this Westin falls short most definitely. Other than that, the staff themselves are really pleasant people. I just wished the management took further action to educate its members. (It's not the staff's fault if they have not been given proper education.)
Overall, I would go back, it's really a pleasant place.
December 21, 2011
Rated 5 out of 5 by Travel99 So Convenient
Great place to stay. Great staff
September 1, 2014
Rated 2 out of 5 by Steven07 Great Location, Terrible Service
First - If you are coming here for skiing, the location is excellent and you can rent anything you need at the hotel. You are next to village and slopes.
However - the hotel is not accommodating at all. We had to wait an extra 2 hours to check into room. I chose to valet my car the first day, and when I needed my car it took 45 minutes - the staff could not find my car then forgot that I was there. 90% of the time there was no one at the front and concierge desks. There are only 2 elevators that always take a long time. The restaurant, though tasty, has terrible service despite not being busy. Even though I am Platinum, I was not given late checkout.
Bottom line, If you are staying here only for skiing and have low expectations, this place might work for you. For me, Mammoth is the only city I will travel to and not choose Westin first.
April 3, 2013
Rated 3 out of 5 by MKBUK 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 pslincs 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 mviad 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 5 out of 5 by BT4US A great place to stay with your pups!
We have been coming to Mammoth and staying at the Westin Monache for the past three years. We just completed our fourth visit. We have been fortunate in that the staff has graciously accommodated our room requests. This last visit, MJ [Mladen Janev] and Vincent Nguyen especially worked to accommodate our request to have a room overlooking the pool. We so enjoyed the room and it was very convenient for us. So please acknowledge MJ and Vincent on our behalf. We will return next July with our pups!
Of general note; the hotel is right across the street from Mammoth Village which has lots of shops and places to eat. The staff is always courteous and responds to service requests quickly. If you haven't stayed here, put it on your list!
August 22, 2014
Rated 5 out of 5 by Dennie Excellent property and staff
This was a great four day stay! The staff was just superb from the desk receptionists, to the bellmen, to the concierge, to the restaurant servers and food, to the poolside attendants. I have never experienced such friendliness and attentiveness to our well-being.
August 27, 2014
Rated 4 out of 5 by dngrace 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 5 out of 5 by Ana2014 Wonderful
I stayed just one night, but I wish I could stay more to enjoy my room.
Beautiful, very comfortable room and tastefully decorated. It seems to be brand new .
I was amazed by what I got for the rate I paid. I strongly recommend it!
But if you are allergic you should be aware that dogs are allowed and you might meet them in the elevator.
August 25, 2014
Rated 4 out of 5 by MamaH Less Impressed
This was the second time we stayed at this hotel and our first experience left us with a more positive impression. Our main complaint was that we requested a high floor with a view and we were on the 4th floor facing the driveway and trash bins. Although we complained and asked to move, we were told there was nothing that could be done for the four nights we were there. Our room was a bit noisy with guest arrivals and the sounds of trucks backing up with "beep, beep, beep." We did have a good experience with room service, with the exception of a disappointing Caesar salad. We are "on the fence" as to whether or not we will choose this hotel again.
August 8, 2014
Rated 1 out of 5 by smdolgos 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 xxxxxxxxxxxxxxx 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 Lilly444 Poor maintenance of the room
Poor room maintenance; uncomfortable for the family;
December 1, 2011
Rated 3 out of 5 by DecSkiTrip 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 5 out of 5 by UkTraveller1984 No other place to stay
By chance I came across this hotel and the picture sold it to me. But I did not expect it to be as good as it was - it exceeded all my expectations. The decor, the ambience, style, food and staff were all amazing. Only stayed here for 1 night, but would definitely choose this place again over any other place in and around Yosemite.
August 20, 2014
Rated 1 out of 5 by SJA66 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 senecarose 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 2 out of 5 by Poozie Westin Monache is a poor quality hotel
Considering the distance to get to hotel, poor attitude of front desk; keeping long line waiting to check in and out. Upgrade to 6th floor comes with dogs peeing on floor, by elevator where kids run around bare foot on their way to pool. Food is average quality but as expensive as LA or NY.
The airconditioning system throughout hotel is loud, like a plane taking off.
August 18, 2014
Rated 4 out of 5 by CTraveler Decent value for summer
I stayed 3 nights at this property - first time to Mammoth. The hotel was comfortable and well located, but there were a few glitches. As a Platinum, I was upgraded from a studio to a 1 bedroom, but to a room that overlooked a cement roof top. I requested a change, and it turned out to be a smaller room. It was ok. The window shade was broken and would not pull up - took two calls to get it repaired. Water was not consistently provided in my room. Two days in a row the pool was out of towels. The pool is nice, fairly large and has two Jacuzzis. But, certain hours are very crowded with screaming kids and screeching teenagers. If you want an "adult" swim, go early in the morning. Used towels and drink glasses were not picked up. Like other reviewers have noted, this hotel accepts dogs - that was a surprise and I was not informed in advance. On the good side, the hotel is well located and you can get anywhere in town or to hiking trails in just a few minutes. The "village" is just below the property with a dozen or more choices for restaurants that you can walk to in 5 minutes. Most of the staff was very nice and helpful - most notably the front desk, bell and valet staff. Quite surprisingly, the concierge staff was not very well informed or knowledgeable. I spoke to three different people during my time there and ended up figuring out stuff on my own since they weren't helpful. The most irritating thing about the stay was 3 days of charges for the resort fee which amounted to an extra $75.00 total. Since I am a Platinum member, I already receive most of what is offered by the resort fee. The main exception was parking, but the rules don't allow self parking, so I used the valet each day. Since it was summer, I could have easily parked on the street, but that would not have avoided the resort fee. I could see the value of the resort fee in winter, with a shuttle that runs up to the ski area and around town, and valet parking when snow is piled up, but for summer it seemed like a big rip-off. Especially so because this property has no club level lounge for Platinums, or at least vouchers for the restaurant, as many Westins do. By the time taxes and resort fees were added together, I paid an additional 33% of my room rate, which made the overall value less appealing. There are many Vacation Rental by Owner condos in the area that are larger and less expensive, especially if you can book ahead. .I would probably stay here again, but in summer only - winter rates are high, and service levels are inconsistent, based on my experience and other reviews.
August 20, 2014
Rated 5 out of 5 by Indonesiandgong Improvement idea
The bathroom vanities need more space on the counter top for personal items.
July 25, 2014
Rated 5 out of 5 by PSling The staff is great!
Everyone at this facility went out of their way to make us feel special and comfortable.
August 17, 2014
Rated 4 out of 5 by Tdevranos1 This hotel has great features
The Westin Monache Resort is centrally located across the street from the Mountain center and close to local restaurants, shopping and golf. I loved the kitchen in my room. Also, the beds were extremely comfortable. The room was good size. The only negative is the room was slightly worn and the furniture could have been more comfortable. The pool area and fitness room were outstanding. The restaurant and bar looked inviting. However, I prepared most of my own food in my room kitchen and loved it. Overall, I found the hotel outstanding and I'd come back when in the area.
August 4, 2014
Rated 4 out of 5 by backtonature 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 HikingFool 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 Tom1 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 Wy2877 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 4 out of 5 by Gary22000 Good and not so good qualities
The hotel was nice looking overall. The staff was good, the food was good. The location of the hotel is good. It is nice to have a full kitchen, but we did not use it. The hotel allows dogs to stay with the owners in the room. Not so good for those who have allergies to pets and dander. There was a faint odor of animal urine in the corner of the room. Some window locks were stuck open. The turn handles of the windows protrude inwards such that they do not allow the wooden blinds to close completely. This let some light to come in during the morning hours. The bathrooms were nicely appointed, but there was a dust pile behind the bathroom door which housekeeping did not attend to. Overall, the room felt crowded with not much room for you to pass by furniture and bed.
August 3, 2014
Rated 3 out of 5 by DTLE Good hotel but one really bad incident of customer service
We stayed 3 nights. We opted for no house keeping all three nights in exchange for $5 voucher each night except the last night. We got one $5 voucher for the first night under the door before we woke up. We did not get a $5 voucher for the second night when we woke up. I went to the check-in/check-out counter to ask for the voucher. The person said it should be there by 9 am. We didn't get it by 9 am. I went back to the counter in the main lobby at 2 pm to ask for the voucher. The person said it will be there by night time. At around 8 pm, I went back to the counter for the third time, and the same person at 2 pm said it will be there at around 3 am. I told the person that it would not because we were checking out that day. The person said it would be there. The person never asked for my room number or name. The person dismissed me twice. I never got the second $5 voucher.
August 7, 2014