Rated 4 out of 5 by Unhappy19 guest of a member
My husband and I stayed at the hotel with our friends who are SPG members, with the reservation under their name. As we were guests of members, this was our first experience at a Westin resort so I cannot speak to some of the member issues of other reviewers. Honestly, compared to my usual travel, I got excited about hot and cold running water and consistent electricity! Overall we had a very pleasant, relaxing stay.
Rooms: One reviewer remarked on the thinness of the linens. I am not sure where he stayed, but the heavenly bed was very comfortable and the sheets super soft. I wish I could have brought home a pillow! We were in a studio suite, which was very comfortable. It would have been preferable to have an oven, even convection so cooking was a little difficult, but doable.
Staff: I saw a few reviews regarding the staff. I found the staff we interacted with personable and helpful. A definite perk was the shuttle that was available with little wait to run us to the store for groceries and pick us up again. The driver remembered us and where we were from and made sure we knew the different options for family friendly hikes and other attractions.
We had great weather, but it was cool a few mornings and so there were only few people at the pool. Instead of just standing at the bar on their phones, a staff member walked around and made sure that those were at the pool knew we could order food and drinks.
The housekeeping staff was very nice. I am not someone who can stay in the room while others clean (I always feel the need to help) and the staff was very flexible, asking when would be more convenient. I wish I could remember the name of the one housekeeping staff member. One morning we really didn't need service and told her so. She double checked on specific items, which I confirmed we did not need. She paused and said " are you sure no coffee?" I'm not sure if she actually noticed I used a pack or two a day or if she was just going down the list, but I appreciated it! However, the scheduling was inconsistent. One day our room, actually the whole wing received no service. One morning they came at 11 and we headed down to the pool. The next morning it was just before 9am. 9am when I am on vacation? Had I known, we would have put out the do not disturb sign. The next day they skipped the wing and then the following day it was a different time altogether. So staff was friendly and accommodating, the actual scheduling was a nuisance.
August 16, 2016
Rated 2 out of 5 by Marriott8SPG Lifetime Platinum Review - Not 100% Westin/Inexperienced Employees
I am a Lifetime Platinum member and spent most of my 1000+ stays at Westin hotels in the US and this hotel is by far the worst Westin I experienced. Here are my 3 reasons for saying so:
Reason 1 – Limited Room Upgrade Ability
The fault lies with senior management for not clearly indicating that this hotel is not a full "Westin" brand hotel and therefore, UPGRADE rules specifically to the two-bedroom suites do not apply to ANY SPG members. Since all the two-bedroom suites are owned by private owners, this hotel is actually partially controlled by Westin personnel - just stating this in the Announcements section of the hotel’s website would manage SPG Members’ expectations of being upgraded since the Plat members (including myself) assume that this is standard practice in the real world (I realize SPG policy is to upgrade to the “Standard Suite” which really means the lower grade suites but in reality Platinum members have been upgraded to the two-bedroom suites more frequently than the standard suites since the other fully owned and controlled Westin hotels have more flexibility to make the upgrade decisions due to all rooms being owned by Westin).
Here’s an example of my experience:
I was told upon check-in that two bedroom suites were unavailable and to call tomorrow morning for availability. I called next morning and although two-bedroom suites were available I was told that they were all owned by private owners and therefore I had to pay to upgrade. Now think about being the consumer here – on check in night I am told to call next morning so I’m assuming there’s hope to upgrade as long as there is availability. Next morning I call and since there is availability I am told another reason for not being able to upgrade. This type of inconsistent communication is not good for business and feels like a slam in the face of what Plat members have been used to all along.
I recommend that language explicitly stating that SPG members should specifically expect to be upgraded to One-Bedroom suites if available, and for a fee be able to upgrade to two-bedroom suites if available, be placed in the Announcements section of this hotel’s website.
Reason 2 – Unseasoned Employees
With inconsistent communication about services, repeated calls to get housekeeping to do basic routines such as clear out the trash cans (I just endured 2 days of over-flowing trash after 2 calls to get my trash cleared out of my room) or a really messy (I mean drink cups everywhere on the ground) gym which prevented me from ordering the Westin Workout clothes as I usually do, I got the distinct sense that hotel employees were either only working there for the summer or didn’t really care about their jobs.
I get it – this is a seasonal resort and investing in good employees that will stay for longer than just the summer is extremely difficult (I’m sure it’s the same for winter). This location is seasonal with heavy business in summer and winter so going part-time is best to control costs for management. I appreciate the fact that the hotel is attempting to hire from outside the country to get more foreign workers to fill in on more than just a temporary basis.
However (and this is the part that frustrates customers), at any other Westin, if I had to endure all of the above, management would have at least offered as a gesture to put more points into my account, provide some complementary drinks/food, or something else to accommodate. Rather, the response I received from management was that they will take care of each complaint and that was it (with some requests not being met until two calls were made).
I recommend that this hotel hold on the champagne/wine bottle at check-in – keep that money and save it for the transition period and guest experience hiccups associated with ramping up foreign workers who will stay longer than just one season.
Reason 3 – Summer Resort Fees
There is a $25 resort charge which I think is totally worth it in the winter when there is snow and skiis need to be handled. In the summer however, the same $25 resort fee is charged and there are no replaceable benefits compared to winter (in winter there is room to store skiis and the gondola works from just across the hotel which is a huge draw).
I recommend that either summer resort charges be decreased to a level more reasonable ($15?), or keep summer fees at $25 and charge something higher in the winter, or keep summer resort fees at $25 and offer something in place of the ski storage/gondola ride benefit.
Just considering the property and the location, the Westin Mammoth has so much potential to be great and outcompete, but currently this hotel is just not at par with what I would consider a Westin Resort and I cannot recommend this hotel at this time.
For all Plat members - just be aware of what you are signing up for when you book with points at this hotel.
August 9, 2016
Rated 5 out of 5 by Liss2222 Beautiful hotel in a prime location
This Hotel is beautiful. You are greeted with candlelight and the smell of a spa (eventhough there is not a spa). The staff at check in work quickly and try their best to make any additional accommodations based on arrival time. The rooms are extremely spacious and even have a little window seat to read a book and enjoy the fresh mountain air.
August 2, 2016
Rated 4 out of 5 by NC11 Nice hotel but beware extras
Booked into the hotel for 2 nights 7/27 & 7/28 to visit Yosemite. Upon checkout I was informed there was an additional $25 per day 'Resort fee'. Why is this added after the fact? It is obligatory and you cannot turn it down. Simply add it into the per night cost so customers are aware of it up front. We used nothing of the hotel's spa or resort functions. This has left me with a bad image of Westin.
July 31, 2016
Rated 5 out of 5 by CAMom2016 Great family and pet friendly hotel adjacent to Mammoth Ski Resort Gondola
I have to admit that I was hesitant about staying here after reading the reviews. As a SPG gold member and villa owner, I thought this was an excellent hotel.
We were greeted with valet, express check-in and champagne. Our entire family including our dog was able to enjoy the hotel. No extra charge for our dog. Everyone was super friendly and helpful. In the evening, there was also complimentary wine at the reception area.
We came here to ski at Mammoth. The hotel is across the street from the Gondola. It can't get any better than that. Gondola was free to ride up to the base of the mountain. A play area is available for the little ones to build a snowman for free. In addition, with our Westin key card, we could check-in our snow gear at the bottom of the gondola for free.
I definitely recommend this hotel for families and anyone who wants to ski at Mammoth!
April 10, 2016
Rated 2 out of 5 by BD605 Overwhelmed
Don't go during busy weekends or holidays. We went during spring break and the hotel (and the staff) were absolutely overwhelmed.
Our family arrived at check-in time (3pm) but we were not able to get into our room till 630pm because housekeeping was so far behind.
Every time we drove in/out it was impossible to find a bellman.
There was always at least a 5 minute wait at the front desk because so many other guests were having problems and needing assistance.
On the plus side: The food at the restaurant was very good.
April 9, 2016
Rated 1 out of 5 by hbund Awful Service
Recently tried to book at this hotel using SPG points and the hotel was supposed to move my dates and charge me a $50 upgrade fee for an upgraded room. The person in charge of my reservation failed to make the change. When I called the next day the Westin staff said it could no longer be done because they were full. When I checked their web site they were not. By the time SPG called them it was too late and my chance at getting out there one last time was lost.
During previous stays this hotel hardly recognizes or had perks for Platinum members.
April 4, 2016
Rated 4 out of 5 by ZMO99 Very comfortable room....
Very comfortable, well appointed room. WiFi wouldn't work properly. ..very disappointing in a higher end hotel such as this.
March 24, 2016