Rated 3 out of 5 by MFSM Excellent property, needs some staff training.
Property is beautiful and the facilities are exactly what everyone, from a single traveler to a family, could need. Some service issues to highlight though: arrived on Christmas day by lunch time. Was not expecting to get into room right away but desk agent assumed that was my expectation and informed me she was only allowed to check in so many people per day early and I was not one of them. I had plans to spend the day in the spa and didnt need the room early, but I also did not need to feel like I was not welcome there. Later that evening, we went to the lobby bar for drinks and a bite and to catch the Bears game. The bartenderd was swamped! He needed help but seemed like he was not getting assistance from his colleagues. I asked to turn on the Bears game and was rudely told he had been there all day, was in the weeds, and simply has not had time to turn it on. I asked for the remote and handled the request myself; which I am totally happy to do had he just done that instead of telling me his frustrations. (I walked to the hostess and asked her to get him some help, he really did need it!) We left the lobby bar at halftime to visit a restaurant in town to eat due to the slow service and really not feeling comfortable. The next morning we went to the ski valet to retrieve our skis and snowboard. Our name was not noted on their inventory list so we searched the racks and found my personally owned snowboard. Sure enough, it was labelled correctly, but again not on their inventory list. The guy outside stopped helping us and started assisting the next guest, basically leaving us to fend for ourselves to find rental skis. We went back inside to the same gentlemen that assisted us in checking the skis in the previous night and he looked perplexed as to why the name was not on the list. Back outside again, three of us looking and we found the rental skis, which were labelled correctly.
I understand service defficiencies, especially during a peak period such as Christmas. We are pretty low key travelers but I dont understand the communication from the team members as if we were making their day worse. All we simply wanted was to drop our bags, turn a TV on, and gather our personal items that we had to check. Its the simple things that are over complicated with some of the team members here.
I will say that some of the Front Desk people were brilliant. I couldnt find lotion in the room so went to the desk. A woman quickly provided some lotion and even ran more over to the bar when I assume she saw that the lotion she gave us was empty. Thats service! The door guys, bellman, and concierge were great too! They all seemed to be enjoying their days and more importantly enjoy working there.
February 8, 2012
Rated 5 out of 5 by ToniCTravelAmeniti1 A striving heavenly Resort
Just returned from this Westin. Our second stay. We enjoyed the overall experience.
We were happy with the upgrade to a one bedroom suite. Spacious and elegant. The location is great, the views are beautiful, the fitness center is outstanding.
Service is generally good. Some people exceed expectations, other are lacking.
The pool area: the 3 infinity spas are awesome. The pool is ok, but it is not kids friendly.
The food options at the property are quite limited. Cima has good food. The breakfast offerrings are lacking. Needs improvement in this regard.
However, the area offers many eating venues.
This hotel is a great Westin that is striving to be heavenly.
August 26, 2012
Rated 5 out of 5 Amazing!
I almost never rate hotels, but I just had to chime in on this one.
Staff – extremely helpful and friendly. Seriously, the staff is amazing. We arrived about 1 AM after flight delays and terrible road conditions between Denver and Avon (fly into Eagle avoid the white knuckle experience!) Auto Vale met us, wouldn’t let us touch our luggage, escorted us to front desk, who were expecting us. In 5 minutes we were in our room and 5 minutes later our luggage arrived and water for everyone! Remember to drink lots of water.
Ski Vale equally as hospitable as auto. Front desk, day or night – whenever – they are there to make sure your stay is enjoyable. Friendly / knowledgeable – these guys are phenomenal! They call everyone by name or just about.
The hotel is beautiful with such a vibrant “community” spirit. Live music every day after skiing, great food and bar service for après ski enjoyment. Very family orientated with hot chocolate and cookies for the kids (young and old).
Spa / pool / workout rooms are all first class and clean – really clean!
Gondola to the hill is extremely convenient.
Whenever we needed our vehicle, it was always waiting for us. Writing this as I read some complaints – we had no issues and hotel was 100% sold out over the holidays – so this is obviously not an issue anymore.
Coffee was always available after 5:30AM in the lobby and always someone to chat with – met so many great people.
Prices for food are in line with the resort area. Vale service charge is reasonable as is resort charge – happens many places, but I guess I agree with comments that it should be part of the room rate – still, it did not bother me.
We had a fantastic holiday and will definitely return to this area and this hotel – really, really well done!
January 1, 2014
Rated 3 out of 5 by JLGC Room was not worth the wait
The Westin was a favorite of ours, however, the hotel did not meet our expectations this visit. First, our suite upgrade request was not honored. Then we waited two hours for access to our room after check-in. Front desk staff said our premium room (studio suite) would be worth waiting for. It wasn't. The extra large balcony was unusable since it and all the furniture was covered in ankle deep snow and ice. The balcony would have been lovely to enjoy in the morning sun. Our room location also allowed the live music played in the lobby to be heard in our room well into the night. Enormous bathroom space was a waste, room could have been larger for our family of four.
January 2, 2013
Rated 2 out of 5 by Phone10 Lost and found needs to be revised
Unfortunately, no one ever plans on leaving something behind when staying at a resort but it happens from time to time. And this time it happened to me and it was a nightmare trying to talk to the right person, I must have told a dozen people over and over again, the room number, the date, and item I left behind. And in the end, I never got it back. When I first realized I had left an item behind...my first thought was, " this is a quality place and it should not be an issue to get it returned". Not the case, their procedure is," well if it gets logged in the book, than maybe you'll get it back but more often it will never get logged into the book so oh well....sucks to be you!!
September 5, 2012
Rated 4 out of 5 by AnnFM Outstanding location
The view from our balcony was stupendous.
The colors of autumn on the mountain were delightful. Our room was VERY comfortable and well designed. The staff was pleasant and attentive.
My disappointment came when I made the mistake of leaving a few items in a drawer when I checked out. My scarf, shawl, shell and bag of pantyhose could not be found (despite the fact that no one had stayed in the room prior to my call asking if the items had been found! ) I was truly surprised to have this happen in such an upscale establishment. It was my error but I was certainly hoping to recover my items.
October 10, 2012
Rated 5 out of 5 by PlatinumGuest82 Best Westin in the Portfolio
I have stayed here 4 times now and every time I say to the staff that it is the best Westin in the portfolio. This time, we checked in late - almost 3am after flying in from Denver. After skiing the next day, I had voicemail from the front desk saying an owner was coming in our room the next day and we would have to move. I spoke to Lindsay at the front desk and she spoke with the manager, Bottom line - we got significantly upgraded to compensate for the move. These guys get it and everything is done right. Also, check out CIMA for Apres ski. Awesome Blood orange margaritas, and apps.
January 29, 2013
Rated 5 out of 5 by Allykt26 First Stay in Janurary - Already Booked for February
My husband and I arrived around 10am the day of check-in. Though our room was not ready, we were allowed to use their very nice Westin Athletic Club locker rooms to dress for a day on the mountain while they stored our bags. It was a very busy holiday weekend, so our room was not quite ready at 4pm. The reception staff were very patient & apologetic, and upgraded us to a beautiful 1-bdrm suite. Though the hotel sold out, the bars and restaurants were accessible and relaxing. The concierge gave us a very reasonably priced, tasty recommendation for brunch. Can't wait for our next visit!
January 14, 2013
Rated 5 out of 5 by KimZ Amazing Hotel
The hotel is beautiful and clean. The staff is extremely friendly and helpful. Highly reccomend this hotel to anyone.
December 9, 2013
Rated 4 out of 5 by ski3 A Fun Thanksgiving
We were happy to have some family time together and our stay here was great. Kids enjoyed the pool and we enjoyed the spa. Nice to have such a large space to feel at home and really appreciated to bring our dog who is truly a member of our family. Staff was friendly and we loved the Maya restaurant!
December 2, 2013
Rated 1 out of 5 by NH04 Not Happy
I reserved my room with one person who quoted me a rate, made a down payment that is required, and then after check out got a bill for over double what my downpayment was. No one would explain it to me and I was told the charges are explained in an email confirmation, which, by the way they are not.
October 17, 2012
Rated 4 out of 5 by MikeR1956 We consider the Westin our 2nd home
My wife and I and our kids at times have been coming to the hotel since it opened. We love the location and what the hotel offers.
I would only suggest that since John is now a manager at the hotel and left his old concierge position that the concierge staff is not as knowledgable of the area as we would hope.
We appreciate the Maya Restaurant (mexican food) but when we come to the hotel we just hoped for more variety at the hotel restaurant.
November 11, 2013
Rated 5 out of 5 by teetersd I wanted to stay longer!!
I just spent the weekend at the Westin for the Teva games being held in Vail. My friend and I were amazed when we saw the room - it was a junior suite and was amazing!! The kitchen - fully functioning and stocked with cookware - was one a New yorker would have considered indulgent!! The bathroom was spacious and so clean, and the double headed shower was just what I needed the next morning. We had a huge deck off our room with gorgeous views of the mountains. Having arrived earlier than expected, the staff made our suite available at 10am, when check-in was 4pm! I was an SPG member, and I have to say this happens wherever I go. My car was always waiting for me when I needed to leave, and overall it was an amazing stay.
June 7, 2012
Rated 3 out of 5 by AntzGB Great location but fails to reach potential
This Westin property has the potential to be a fantastic resort, but the "hit & miss" service levels and sparse SPG recognition leave you with an under-whelming experience. The highlight in terms of service is the "Service Express" team, who could be relied upon to fix the mess left by the front desk. I had several front desk issues, and almost everytime they were not followed through properly. The rooms are lovely, but 4 times I needed to call to get my toilet unblocked properly. Early ski season shuttles & services are spartan, it seems that if you arrive before December 16th, you are out of luck. The hotel needs to "handle" this situation and provide services..... Overall, needs improvement in several different areas.
December 14, 2012
Rated 4 out of 5 by LAFMLM Last minute stay due to snow storm delays but what a wonderful surprise
We had stayed in BC village for 4 days and had a wonderful time. Due to a snow delay that prevented us from leaving on our flight as regularly scheduled we had to stay one more night before heading to Denver and then SF. We opted to stay at the Westin for the one night. What a wonderful surprise. Great property. We loved everything about it. Jan (male) at your front desk was very helpful in getting us to our room extra fast as he knew we were weary from dealing with flight delays, etc. Thank you for a wonderful time. We look forward to visiting again. L&M
March 12, 2013
Rated 5 out of 5 by leewee Great even with no snow on the slopes!
On my way to and from school in the Midwest I stop each Spring and Fall at the Westin Riverfront in Avon, and it's absolutely amazing. Easy to get to from the freeway, it's still right at the base of the mountain and the ski lifts bring you directly to the hotel itself. Rooms and suites are uniformly spectacular, with kitchens and dining spaces, many with fireplaces. The food at Cima and room service is wonderful, and the staff are fantastic. The spa is terrific as well. It's not nearly as expensive as its very costly brethren in nearby Vail, but it easily tops them for beauty, comfort, and service. And the size of the rooms leaves everyone else in the dust - they're positively huge! As the French would say, "well worth the trip".
May 12, 2012
Rated 2 out of 5 by Ken5920 Hotel has ideal location
Stayed here many times unforetunately have noticed a decline in service and maintenance of the rooms. Being so busy the rooms/suites are starting to show wear and tear, the phones in kitchen of suites never work, blinds and curtains didn't work last stay. The market is very disappointing, sold mildewed strawnerries when tried to replace them the rest were all old and stale and service/selection, open in mornings late, is below par for this type of hotel. Bell desk is very good, helpful and friendly.
Generally the staff and hotel give the impression that they need a vacation, lack enthusiasm and the quality that used to make this hotel outshine its competition has declined to average and now it doesn't outshine its competition as it did.
August 31, 2012
Rated 2 out of 5 by someone2 POOR SERVICE
I had a 6-night stay last week at this Hotel. I was informed on my 4th night that there is a welcome package available for me at the concierage desk.
Half-hour after I checked out, I realized that I have left my prescription sunglasses in the room. It took me 3 calls and raising my voice for the front desk to find out the glasses was "found and sits right next to her". The only call that I received from them on this matter was taking my credit card number so they can charge me and have the glasses shipped to me! NOT very good service!
January 5, 2013
Rated 4 out of 5 by James2 Disappointed this year
This was our second trip to the Westin in Beaver Creek and this year we were somewhat disappointed. The room (s) were not maintained...1st room the shower glass frame was loose and television did not work, the 2nd room we were moved to looked beaten up. The cabinets were damaged, the carpet looked dirty. The lighting in the bathroom was awful. The parking at the property is awful. I understand during ski season the property policy, but not during the summer months.
The restaurants are wonderful. Loved the happy hour ...would be nice if the hotel provided more info on the restaurants and their amenities in the room or in their flyers. Hot coffee in the lobby in AM is hit or miss...it would be nice if there every morning and maintained.
I'd call this property a hotel ... Not a resort.
August 27, 2013
Rated 3 out of 5 by JR09 not much to do
maybe it was because it was the summer and not winter but this hotel really did not meet my expectations. There is really nothing around it to do, the pool is nice but with the wind that comes around the building it is very cold when you get out. Our room was okay nothing spectacular, however one of the toilets in the room never worked from the moment we walked into the room it was clogged and you need to call someone to unclog it eaach time. There were 6 of us in this unit and with one toilet made it very troublesome.
September 5, 2012
Rated 2 out of 5 by MNfam Hotel was fine, service and coordination a bit off
In general very average stay, service and overall experience was ok at best, they did not go beyond just the very basics anywhere in hotel, ski valet were nice buy completely disorganized, we had to organize all logistics and actually physically see them through, never got a welcome pack to understand services, need to make sure guests know transportation options and they should have a Westin car or shuttle, couldn't bring a rollaway up to room for fire code issues told us after the fact, never came up to fix TV, only worked half the time, food at restaurant was cold, they brought with apps and service was below average. Front desk seemed in their own world, people were in general nice but not overly service orientated
All in all a disappointing stay at a Starwood hotel
December 29, 2012
Rated 5 out of 5 by CJMandKEM Excellent staff and beautiful comfortable room
We first met the valet who were so warm and welcoming. The people that checked us in were very kind. My daughter has a severe nut allergy and the first hotel where at any meal took the time to listen and make special notes to the chef and took us seriously. Very comfortable room and great kitchen with all dishes and everything we needed. The most comfortable bed ever and beautiful soft linens. The nicest hotel and service we ever had. Wonderful people and felt that we were there most important guests. Thank you.
June 22, 2012
Rated 5 out of 5 by Barsco Outstanding hospitality - truly pet-friendly
This was our first stay and the Westin is now our favorite Colorado mountain destination. Perfect location, genuine hospitality from a professional staff and an impeccably maintained and well-designed facility made for a great stay. Some lodging tolerate pets but the Westin Avon truly welcomes pets. Everyone from the valet and check-in staff to housekeeping staff seemed to welcome and value our dog. Easy access to the riverfront trail afforded easy exercise!
September 23, 2013
Rated 2 out of 5 by Muddergroup Great facilities, poor service
Staff was not attentive and service was not as excepted for level of resource. They need to be prompted to help out on multiple times.
June 18, 2013
Rated 4 out of 5 by Survey123 Ten day stay
Is was there during off season so I expect a delay due to less staffing, but since I was one of the few guests there I expected the staff to know me better, The valet, tony, two other morning gentlemen, and one night gentlemen made the effort to make me feel at home. It was nice when they offer to open the front door before driving the car down. Every time I ate in the restaurant I felt like I was a bother to the server. He would ask how things were, but before I could answer he would walk away,
May 27, 2013
Rated 4 out of 5 by spg4biz Five Star Hotel, but Things Were Broken
When you stay at a property like this, you expect things to be just a notch above. For the most part, they were.
However, there was virtually no recognition of my Platinum Status.
I was not upgraded, and in fact, was put in the "worst studio in the building" according to the Bellhop. It was on the 2nd Floor overlooking the circular driveway--what a view! Not only was the view embarrassing, but it was loud, and only had a faux balcony.
To make things worse, the Bath Tub was broken. I called to have it fixed, but nobody came, and it never got fixed.
I mentioned this at the front desk, but nothing was done.
Don't get me wrong, the property (Grounds, Spa, WestinWorkout) are unbelievable, but the quality of room/treatment I received was not great. Additionally, no concessions or apologies were offered when each of these were mentioned.
September 3, 2013
Rated 5 out of 5 by sunnyd Great stay especially as a dog owner
We had a fantastic and easy stay. The only hiccup is that when we checked in we did not get a welcome packet which tells you of the weeks' activities. It would have been helpful if we had known of activities upon check in, and not check out. The other hiccup is that they did not have us reserved for a dog room, which was half the reason we were staying there. It all worked out in the end, but just be forewarned to ask for the welcome packet. i would definitely stay here again...
August 27, 2012
Rated 4 out of 5 by Margo So close to five stars. Just a few upgrades
Great location and front desk staff Brenda and Chad were perfect!!! Valet was not good. We waited over 15 minutes each time so not sure why? Bar lounge server forgot our orders two days in a row so we just went to the bar and carried our first orders to our seats. Needed more chairs in main room to watch big screen for Superbowl!! If they could upgrade the locker rooms to include a jacuzzi and just make it look and feel more like a spa than gym would make it five stars!!
February 5, 2013
Rated 5 out of 5 by sue47 Beautiful Resort
This resort has everything you could possibly want. This is a beautiful location at the bottom of the Beaver Creek. If you are an outdoor enthusiast you can keep busy from dawn to dusk. The Athletic Club is top notch. The pilates and yoga classes are awesome. The pool and 3 infinity spas are top notch. The Cima restaurant is o.k. The rooms are very nice and have kitchenettes. The bathrooms are very large. The fan blowing over the sofa can be annoying. A top notch resort.
September 16, 2012
Rated 3 out of 5 by BB00 Great lobby & after-ski happy hour
The location of this hotel is perfect if you are skiing at Beaver Creek and the after-ski lobby scene and happy hour are fabulous. Unfortunately, my standard room was extremely tiny, damp and not well designed for a ski destination. Additionally, you may experience inconsistent service if you look like a ski bum! The staff seemed to profile guests based on how important they looked and I noticed I got much worse service than guests who looked important/wealthy…
February 11, 2013