Rated 5 out of 5 by VC54 Wonderful vacation!
We had such a great time. The entire staff was so helpful and pleasant. From opening the ski storage when I left my skis there to giving us extra decaf coffee for our room, we couldn't have asked for better service. Special thanks to Steven at the front desk who saw us waiting in the lobby and came over to ask if he could help. Loved the food at the Snowmass Kitchen and Christine, our server, was wonderful.
February 28, 2014
Rated 5 out of 5 by ErikC A great experience
Loved our stay at the Westin. Will definitely stay again!
February 28, 2014
Rated 2 out of 5 by EnjoyingCDM Old Hotel & No Upgrades for Gold SPG Members
We just got back from our 5 night stay at the Westin Snowmass last night (Feb 25th). When I booked the reservation back in April of 2013, I was told by the SPG staff on the SPG phone line that we would have a room that was facing the chair lifts. When we got there we were given an Alpine room on the 8th floor that was not facing the ski area and we had a view of the top of a parking structure. We were there with 4 other friends in 2 other rooms - they were not gold SPG members yet they both got rooms facing the ski slopes. When we asked the front desk if we could change rooms to the Pinnacle building (the "newer" building) facing the ski slopes we were told that was not possible. Our room was very old and dark in a 1960's building with a very small 1960's elevator - every time we were in it we felt like we were on Mary Tyler Moore - it even smelled really old. The house keeping staff had a very tough time even getting their carts on and off that elevator - it was crazy, I felt sorry for them having to struggle so much with those carts and that elevator every day. We also had to take 2 elevators to get to our room and walk what seemed to be miles every time we went to and from our room to the lobby or the Mall area. One night on the trip we attempted to use the jaccuzi's - when we got down there we found one of them was cold and the other was just luke warm. Several other guests were getting out and were very cold - they told us not to get in - it was a big disappointment. So we put our feet in both hot tubs and confirmed the others were right. So, we skipped using the jacuzzi's. The other issue we had was trying to take a hot shower after a day of skiing. The problem was, there was no shower door and there was no bath tub either. So, every time you took a shower you were really cold because there was no door. The only good thing I can say is the service was good, the waitresses, waiters, house keeping staff, bell hops and ski valet guys were very friendly and helpful. Needless to say, we will not be back to the Westin Snowmas. There are many other SPG properties that are far better for the same price or points. The Westin Snowmass should be a Catagory 3 hotel - not a 5.
February 26, 2014
Rated 3 out of 5 by jomke Underwhelmed
I was very disappointed with my recent stay at the Westin Snowmass. I arrived at the hotel after a long day of travel and despite arriving several hours after the check in time, my room was still not available. I was then told that I would be called when it was ready. When I returned an hour and a half later to check in on the progress, the surprised employee at the front desk replied "Oh, nobody called you."
We were then given a room facing a small alley, down the hall from the pool/hot tub. This guaranteed we would be kept awake each night by drunk twenty somethings returning from the pool on one side and from the local bars on the other side.
The food at the hotel restaurants and room service was mediocre at best and extremely expensive.
Finally, despite being an SPG gold status member for many years and having to wait several hours for my room at check in, I was refused a late (4pm) checkout.
As a bright spot, the staff at the hotel was very pleasant and genuinely seemed to want to make my stay as nice as possible. Unfortunately, the problems with this hotel far surpassed their efforts.
February 25, 2014
Rated 3 out of 5 by BandB19 Great location, may not be worth the money
The best thing about the hotel is the location. True ski in and ski out. Overall, I felt the staff was very pleasant and attentive to our needs. Particularly the ski valet staff, bell hops and waiters and waitresses were all excellent. However, the room was very expensive, over 450 dollars per night during peak ski season for basic single king room. For that price I expected more luxurious amenities. The rooms were clean but very basic. Also, if you are above the fifth floor you are going to spend a lot of time waiting for the elevator. After about 2 days, I just started taking the stairs. In addition, due to mechanical issues with our plane we were unable to land on our expected day of arrival and arrived one day late. When I arrived the hotel was not at full capacity. I had prepaid for my room. I did not expect to get fully reimbursed for my room but I was hoping at least for some type of credit for future stay, maybe a spa discount. The management basically told me thanks for the 500 dollar donation, there is nothing we can do. So that just made our frustrating travel experience more frustrating. I expected for the price I was paying to get a little better customer service. They would not even give me a one hour delayed checkout.
February 16, 2014
Rated 3 out of 5 by Chaaga2 Housekeeping concerns
When guests pay over $500 per night they should not have to ask for the coffee station to be refilled properly, backup toilet paper , and more bar soap. I called or went in the halls looking for supplies several times. After the second call, several bottles of shampoo and conditioners were brought but still the wrong coffee. Have your staff take notice of what and what not is being used. Even with leaving a $10 tip one day, we did not get what we needed so the tips stopped.
February 10, 2014
Rated 4 out of 5 by Sonogirl62 Almost perfect
We just returned from a spontaneous one night stay at Westin Snowmass. What a first class hotel! I would have given 5 stars across the board if it weren't for the surly ski valet (short, dark hair). I wish I'd seen his name tag, because the other young man was excellent (curly hair). Staying again next weekend - can't wait!!
February 2, 2014
Rated 2 out of 5 by AndrewBrooklyn disappointment
Hotel looks great. Food was amazing. But...I got really small room (without a bathtub). My bill had a few mistakes.
December 4, 2012
Rated 3 out of 5 by Margo Westin not up to standards but great staff
I am writing this conflicting review of the Westin Snowmass as I would give an A+++ top of the marks to the staff at the Westin Snowmass and a D- for the facilities, room, Jacuzzi and cleanliness. Location could not be beat..walk out the door and on the slopes or to dinner and the shops. However, my room was horrific..blinds had white "crud" on them which I did not dare touch..I was placed directly opposite the Venga Venga club and did not get any sleep until after 11 pm each night. The shower/tub are atrocious..when you are in the cold, you want a shower head that is powerful and covers your body. The shower heads (one hand held, one standard) do neither of these and the handheld squirted water everywhere but on my body. The tile is from the 1970's and tub ridiculously small and unusable. TV was awesome but come on, offer all of Direct TV stations (like Bravo, etc) to be full service.
The Jacuzzi had sand, yes sand, and tons of it on the bottom and was dirty (obviously). Food was great in the Snowmass Kitchen and breakfast buffet was good (needs some additional breads, more items) but satisfactory. Staff is the best..everywhere you went from the ski valet, bell boys, check in, restaurant staff and more. If the Westin were to completely destroy the existing building and rebuild in true Westin standards, I would stay here more often.
January 30, 2014
Rated 4 out of 5 by BethesdaSkiers Westin and Snowmass - working out the kinks
Starwood has done a beautiful job with the new Snowmass Westin. The lobby area is spacious and gorgeous. You can't get more convenient for skiing. The Ski butler is great, and the Concierge service very helpful. The Hotel will need to work out early service kinks. Breakfast service at Snowmass Kitchen was horrendous. The waitstaff was undertrained, understaffed and confused, service was slow or nonexistent, we had to ask multiple times for coffee or other basics, our bills were wrong, etc. Elsewhere it took three days to get paper delivery to our room. Computer system had glitches. Hopefully these problems will be corrected as things settle in.
December 31, 2012
Rated 1 out of 5 by TerribleService123 Good Hotel, The worst reservation system ever!
As I sit, your system continues to take money from my card. I paid in advance to lock into a lower rate, but your system continues to take from my credit card. It is up to $2500 in over charges. I spoke with 5 different people. Including a guy last night that stated I should see credits back to my account, but only to see new charges. What a great vacation! Keep it coming! Does anyone hear me! Thank you! You have a great system!
In addition, breakfast was also prepaid. Only to get transferred to Westin from Wildwood at your request. Westin doesn't have a breakfast plan, that's another $640.
Lets see if you guys really read this stuff!!
December 21, 2012
Rated 4 out of 5 by skilady great ski in and out
great location in snowmass
January 28, 2014
Rated 2 out of 5 by ChrisH700 Great hotel, but NOTHING open
This hotel is an great hotel. The only thing was, we stayed at this hotel during the off season. EVERYTHING in Snowmass was closed, except Starbucks and Patagonia and North Face.
We had booked this hotel for a spa weekend and the spa at the Westin was closed! We went to book our spa services the morning we arrived, we were informed the spa is closed during the off season. Why wasnt this posted on their spa section of the hotels website?
While satisfied with the room, it was not the Westin quality that we paid for. The staff seemed a bit on vacation as well as they didnt go out of their way to help us try and book any other spa service some place else.
May 29, 2013
Rated 1 out of 5 by Lancethepointjunkee Two thumbs down :(
I liked the ski in ski out benefit of this hotel and the guy that made my omelette and crepes every morn but that was about it. They gave me no upgrades as VIP Plat member. The staff seemed to make multiple mistakes when servicing me. They charged me for breakfast every morn and I had to remind them I was plat several times but at the end I had to visit the front desk in person to finally clear it up. The house keeping knocked and opened my door twice with my privacy hanger on the outside of my door. They came way too early in my opinion even without my privacy on my door. The last morning the fire alarm went off on the one morning we tried to sleep in. After an hour of verifying the alarm was false it came on several times more. The neighboring rooms had dogs barking and parties going on past 2:30 am and after calling the front desk they ask them to keep it down only to be quiet for about 10 min. The showers had no pressure and were cold as a result of no door. Overall one my least desirable hotels I've ever stayed in. I spend over a 100 nights a year with SPG and am a big fan of their hotels. I really like westin just this one needs some major improvement with customer service and customer loyalty treatment.
January 27, 2014
Rated 5 out of 5 by TPS100 One Year Later
Wow! What a turn around. Last year's ski vacation was plagued by errors and missteps at the Westin. This year was a total about face.
I was able to check into my room on time, the food was very good, the lounge and bar service exceptional. Nightly music was a fantastic bonus. The Ski valet staff receives a special shout out for their service.
January 21, 2014
Rated 5 out of 5 by Drew5 Snowmass Kitchen
I would like to shared specific accolades to Ed - our server each morning in the Snowmass Kitchen. He was friendly, helpful, connected to our needs, and provided us exceptional service during our stay. Thank you for such a committed employee!
January 22, 2014
Rated 3 out of 5 by Matalots Great Location not a Starwood Category 5
First off the location is great. Hotel has been remodeled, lobby is nice but was more Euro than Colorado vibe. Room was clean and the staff was very nice. Ski valet service was great, as was ski in and out ability.
I have been a Starwood Gold member for many years and have stayed at many Westin category 5 properties, unfortunately this hotel is not one one. The category 5 for this hotel must be based on location, my opinion is that this should be a 3 perhaps a 4. This property was purchased and remodeled...which is fine. But for me it felt like a middle of the road Sheraton, so if you go in expecting that you will be better off. Like I said nice hotel, great location, nice people, but not a category 5.
There is some walking that you will need to do to get to your room, but you are there for exercise anyway. If you have young kids you may want to ask for a room closer to the elevator. Heavenly bed felt off too...so much so I asked...felt like a impersonation of a heavenly bed...close but not quite
January 14, 2013
Rated 2 out of 5 by AndrewBrooklyn Just one word "disappointment"
Hotel looks great. Really. And a fireplace area is pretty cool. Also food was delicious. But...I got really, really small room - without a bathtub and without any view (a big tree). Also my bill had a few mistakes. I really expected more.
July 15, 2013
Rated 1 out of 5 by familytravler Great Location, Poor Execution
We were excited to have another SPG property in this area. Upon arrival, we waited over 30 mins for valet to assist us with our car and for anyone to help with luggage. I had to get out of the vehicle and look for someone to valet my car and assist with our luggage. At check in, the front desk clerk checked us into a room that was downgraded from the original room we booked. When I asked about that she stated the room we booked would not be available for 3-4 hours. We decided to have lunch at the property and wait till our room was ready. We were seated promptly but waited about 20 mins before a waiter approached us to take our drink order. After about 4 hours of waiting in the lobby I checked with the front desk to find out if our room was ready only to be informed that they did not see a reservation for us. After searching for a while, the original front desk clerk recognized us and said our room was ready. We were given a key to the room and informed that our luggage would be brought to that room. The room smelled of smoke and we found cigarette butts next to the bed. They did finally move us to another room that smelled much better. Housekeeping did not make the room till about 6 in the evening when we needed to get ready for dinner. Each time we Valet or picked up our car, it took about 30 mins. The staff were nice but needed much better training on customer service.
January 3, 2013
Rated 5 out of 5 by Estes75 Delayed Honeymoon
My husband and myself were taking a delayed honeymoon to Aspen and stayed at the Westin Snowmass Village. Upon check-in we were greeted by a delightful front desk agent Zach Reed! My husband and I had traveled from Denver, which was a long snowy drive. We arrived at the Westin in the evening and we were both very tired. Zach was very personable and had asked us if this was our first time to Aspen? I told Zach yes this is our first visit to Aspen and we were visiting to celebrate our delayed honeymoon. Zach was very helpful and congratulated us on getting married and gave us a lot of information about the property, restaurants and ski information.
Later that evening we hear a knock at the door and to our surprise there was room service with a bottle of champagne and a lava cake with a card. Zach had sent us the surprise champagne and cake to celebrate our honeymoon. We were so impressed and surprised by the gesture that we can't wait to come back to the Westin at Snowmass Village!
Zach Reed really is a true asset to your company and his attention to detail and his high level of customer service! We were very impressed!!!
My husband and I got married at the Westin Mission Hills in Rancho Mirage, CA in 2013 and had a delightful experience! We continue to be impressed with Westin properties especially how well they treat same gay couples!
January 17, 2014
Rated 5 out of 5 by JanniS Westin Snowmass Resort/Hotel
We LOVED our stay, Oct. 11- 13, at the Snowmass Westin Hotel/resort! Steven Atkinson, at the hotel desk when we checked in, was wonderful! He gave us an amazing room upgrade. Steven was friendly, courteous, polite, efficient, and knowledgeable in handling our reservation. The valet/bell-man was great too that evening. Amy was our server for several meals - she was so friendly and polite and efficient. She was great too! Our room, and the view of the valley, was amazing. We had a light-bulb out in a lamp when we first got into the room, but it was immediately repaired after our call to maintenance. The decorations in the hotel, the lighting, the fireplace, the fruited-water in the lobby, everything met and exceeded our expectations and hopes! We had a great time and will return as soon as we can! We didn't want to leave! Thank-you so much!
October 14, 2013
Rated 3 out of 5 by Blondiegal Great Location; Poor Staff
The location of the Westin is fantastic - right on the snow slopes and great access to Snowmass shops, restaurants, etc.; also, only a 20 minute drive to Aspen. The rooms were new and nice.
On the downside, the hotel was understaffed and the staff who were there did not have sufficient training. For example, our room was not cleaned until 4PM (at the earliest every day). One day the cleaning staff did not come until 5PM, at which point we were showering and had to turn them away. The cleaning staff forgot to replenish our bottled water 4 out of 6 nights. We declined the resort ammenities on the first day, however, they were included on our bill the last day and we had to have them taken off. The wait staff did not know what the platinum breakfast amenity included.
January 3, 2013
Rated 3 out of 5 by LaloGoalie29 UNDERSTAFFED RESTAURANT
We did not lodge at The Westin, we only ate breakfast once and dinner once, which were both buffet. The food was ok, however, they are very understaffed. I had to get up from my seat and get drinks myself from the table where the servers were getting drinks. Then I asked manager Veronica if we were invisible or something because no one had offered us any drinks. She apologized, offered drinks and said breakfast was on her that day due to such inconvenience. We obviously accepted all that and made reservations for Christmas dinner. Service was much better, but then again, it was a buffet and since we ordered wine, the server came frequently to check on us. Veronica's attitude made the difference that morning, however, I doubt we'd go back to Westin for food, much less lodging after reading some of the reviews.
December 30, 2013
Rated 3 out of 5 by dsa19 Adequate facilities, great location, still improving
Overall, this newly acquired Westin property is solid. The space is challenged with small rooms and an overall facility layout that is not customer friendly. For instance, we had to navigage a maze of hallways and two separate elevator rides to make it from the lobby to our room. Having said that, the room itself was comfortable and the Heavenly Bed was just like other Westins.
My main suggestion for a controllable improvement is with the breakfast buffet. While its wonderful to have the buffet as a Platinum amenity choice, it was hard to eat this mediocre offering five days in a row. The limited cereal choices did not appeal to our children and the hot buffet items did not change (had bland French Toast four of five days).
Lastly ,the staff was generally friendly and the ski valet personnel were hard working and personable.
March 17, 2013
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 5 out of 5 by miamilaw5 Perfect engagement night stay!
From Alex in reservations to Celeste in the concierge, everyone at the Westin Snowmass was so incredibly helpful in executing the perfect engagement night celebration for our stay there this past weekend. They went out of their way to make sure everything was just right, and called me to keep me updated on the status of various little requests to assure me it was all going off without a hitch. When the florist was closed on Sunday, the concierge literally had someone pick up flowers on their way into work! I felt totally confident that the final product would be perfect, and it was.
The room was so well done-- rose petals leading into the room from the door and all over the bed, champagne on ice, chocolate covered strawberries-- they even drew a little heart in the snow on the balcony! We had a great view of the slopes, and the food was great when we ordered room service for dinner and breakfast. Also, the cider and cookies by the fire in the lobby for apres ski made the hotel feel so warm and cozy. The hotel and our room were clean and modern, great design.
Every staff member I interacted with was so friendly and helpful-- from the bellman, to the valet, to the room service waiters. We couldn't have asked for a more perfect experience for our special night. My fiancee was so happy. Thank you so much. We will surely be back :)
January 7, 2014
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 5 out of 5 by Jobi Best Service Ever
I can't say enough about this hotel. The grounds, hotel, rooms, bar are all great. Its ski in/ski out, in the "mall" and it is perfect. The bar drinks are fantastic. Everything is great. But its really the service. I've stayed at many many 4 and 5 star hotels, and this may be the best hotel service I've ever received. I've never been anywhere where EVERY staff member, including a massive foreign intern program, is so well trained, friendly and helpful. They didn't just meet expectations, they went out of their way and we'd never stay anywhere else again in Snowmass. Some highlights: Wendy at the front desk will do everything she can to be sure your stay is stellar. Constance in Concierge took care of us in a terrible emergency involving my daughter and ER and helped get us safely to/from ER in a heavy snowfall, got us food when we returned, and worked me in after for a much needed massage. The waitresses at the bar, the valets who drove us to the ER, the guy who checked us out - every person was 11 out of 10. We HIGHLY recommend this hotel.
January 2, 2014
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