Rated 2 out of 5 by spg100 Disappointing stay at Mammoth Lakes
I am a platinum SPG member and was very disappointed with the hotel for a variety of reasons.
First, upon check-in, I was not given the SPG promise of a "best available room" even though the hotel had very low occupancy. I was told that this was an 'owner' hotel and that they did not honor all SPG programs...needless to say, very disappointing. I was specifically told during the reservation process and when I called to confirm that I would receive the 'best available room'.
Second, the hot-tubs were closed for the weekend. Again, disappointing after a long day of driving and snowboarding.
Third, the thermostat in the room would not adjust properly and we couldn't get the room temp to drop, which made for uncomfortable sleeping.
November 16, 2011
Rated 5 out of 5 by QZT24 Great place
Had a nice stay with our kids . Rooms are quite spacious and nice. Window seat, fireplace, sitting area. Valets were fantastic. Knowledgeable, offering great advice. Concierge and check-in staff were OK. Could have been warmer. Great location next to the village with access to all it has to offer.
July 21, 2014
Rated 5 out of 5 by desert21 Beautiful hotel, excellent location
The hotel was beautiful and very centrally located. The rooms were comfortable and remarkably quiet given all of the fun events taking place in the hotel and nearby vicinity.
July 21, 2014
Rated 5 out of 5 by mb97 Relaxing Stay
Thanks for the clean and comfortable stay. I was very relaxed!
July 21, 2014
Rated 3 out of 5 by cancandebra Westin Kennels and Hotel should be their business name
They checked us into a room that allows pets but failed to mention that is was a pet room. By the time we were completely unpacked and settled in, my allergies were in full force. How do they not mention this at check-in? I have stayed at smoking hotels and they would never check you into a smoking room without your permission. A smoking room may be a nuisiance but a pet dander filled room creates illness! The front desks response was that they were 100% full and they had no other rooms. My husband told them we would have to find another hotel. They offered another room, of course it was smaller. More inconvenience! No apologies, no concern. Stay UNwell should be their motto.
February 19, 2012
Rated 2 out of 5 by GD515 Surprised at the Level of Service Provided
I'm very disappointed with my stay at the Westin this past weekend. My stay started off on the wrong foot shortly after checking in and unfortunately it did not get any better.
The first night we had issues for placing an order and after several hours of trying to get a meal delivered sent the following email and have yet to receive a response.
I'm writing this email to express my disappointment with my experience this evening; I opted to write an email rather than a review because I'm hoping the rest of my stay will
Improve and I can provide a positive review.
My husband and I arrived after a 5hr drive and settled in, the first thing we did was search the room for a room service menu but after searching everywhere we called the service desk. We spoke to the service desk associate at 10:35 and was told a menu would be brought up to us the menu arrived over 20 minutes later. We tried to call the front desk before 11 but no one answered; we called again after 11pm and was then put on hold. After waiting on hold for 10 minutes I hung up and called again to place an order. Unfortunately because of the process of placing an order took so long we had to order from the late night menu which is very limited. Sarah the associate who took our order stated the food would arrive in 20 minutes nearly an hour later our food still had not arrived after calling the service desk again the woman who answered apologized and stated she believed someone forgot the order and she would look into it for me. At 12:40 and two hours of trying to order we still have not received our meal or a call back from our the associate looking into our dinner so I called again. The associate who answered seemed frustrated I called again and basically stated I had no food coming because dinner isn't served after 10pm. So basically we've spent the last 2 1/2 hours waiting for food that will never arrive.
I'm applaud with the service we received and even more surprised. Whenever my husband and I travel we always stay an SPG Resort because of the high quality of service we receive ,the Monache does not fall into that category. Unfortunately our experience this evening at the Monache is by far the worst experience we've ever had at not only SPG Resorts but any resort.
The following morning I hoped things would turn around but they didn't. We set up two separate reservations for our stay so we had to check out and in the following morning. When I went to check out I was greet by an unfriendly associate who seemed irritated by the people she was assisting and to make matters worse when I asked about the charges she told me I had breakfast charges on our room, considering we were on our way to breakfast that was impossible. I advised the young lady that the charges weren't ours and her response was " but theres a charge for breakfast" I advised her again that it wasn't my breakfast and that it may have had to do with the dinner fiasco from the night before.
In any case the following day we checked out again and I was helped by the same associate who was just as unfriendly but before she assisted me with my checkout she took the time give a not so nice look to a young lady she was helping before as she walked away.
I know it might not seem like it based on this review but I am a very easy going person and because of the industry I am in I try to always provide positive reviews. I do have to mention there were a few associates that were very friendly and deserve recognition, I unfortunately did not get their names but I hope by my description they receive the positive feedback they deserve.
The associates at the Bell Desk, were always friendly and responsive.
The gentleman who checked me in the 2nd afternoon seemed to know what he was doing and was very polite.
The Hostess at the Whitebark that assisted me with my coffee order on our second morning was great, she mentioned she was new but was able to handle the rush of people and was able to smile and be polite the entire time.
I'm very disappointed about this past weekend and a little surprised that I have yet to receive a response to my initial email. I will be returning to Mammoth in August and am very sad to have to find other accommodations for my stay.
July 21, 2014
Rated 5 out of 5 by ljracca One of my favorite places
The Westin Monache Mammoth Lakes is one of my favorite Starwood properties in one of my favorite destinations. It is such a relaxing place. The staff really make this hotel a "home away from home". The Valet and Bell staff are wonderful helpful people. During this stay Rodney was particularly helpful, recommending a great breakfast place and dog friendly hikes. He always greeted us by name and was genuinely interested in making our vacation a great experience. The location of the hotel right next to the Village and local biking/walking trails is wonderful.
July 14, 2014
Rated 4 out of 5 by RJNS Wonderful Village hotel.
We stayed in a 1 bedroom suite on the top floor. Very clean, beautiful room with a great SE view. The staff were very friendly, gave us lots of activity recommendations. Central location to the Village and lake/mountain park bike trails.
I would definitely recommend this hotel if you want to be at the Village. We preferred the restaurants/shopping at Old Mammoth Road/Minaret Village so we drove quite a bit, but this was our first summer stay in Mammoth and wanted all options available right outside the door. Be aware, the Village Gondola is closed in the Summer, which we found out from a valet attendant.
There were a few minor complaints I have about the room/hotel: the heavenly bed was definitely plush, but a bit too soft for my liking; there was a DVD player in the bedroom, but no DVD library offered, pay per view movies/some cable channels only; the bike rack was very limited, only holding about 12-14 bikes, the rack was pretty full and we often had to "untangle" from overlapping handlebars; finally, not the hotel's fault, but on our last night there was a woman screaming and people running down the hallway for several minutes, not what you'd expect in a resort like this.
July 18, 2014