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 5 out of 5 by TravelGirl01 Great Location and Staff!
Tucked into the foothills of the mountain this Hotel could not have been more beautiful or more relaxing. The staff was attentive and friendly and the setting was perfect. I can't wait to visit again!
June 28, 2013
Rated 5 out of 5 by BreckGuest Great week -
Just returned from a great week in Snowmass at the Westin. They did a wonderful job with the remodel. Ski Valet was easy, elevators can be slow, but the food was very good.
April 12, 2013
Rated 3 out of 5 by Wunderkind Aspen snowmass
Recently renovated hotel. Renovations are hit or miss, with beautiful lobby, interesting room but no soundproofing and unprofessional staff.
December 21, 2012
Rated 5 out of 5 by Lili Great room; cleaned and well furnished.
Our room was cleaned. Daily the housekeeper did a personal touch, was impressed! Great job!
June 11, 2013
Rated 2 out of 5 by Skimom Let Down
Expected improvement with Westin now managing property not noted. Staff seemed hurried, untrained and not up to Westin standards. Management also not helpful or responsive. Complaints-rooms not ready and waited over 3 hours only to arrive at room still not cleaned. Did not get room I reserved. Excuses about being too busy were frequent- "its our second christmas". Room hot because heater and air conditioner both running full force. Stuck valve never unstuck. Needed humidifier. Did not get till the next day. Nose already bleeding. Rented movie but couldn't hear because of the rumbling A/C and heat. Very dissatisfied. Worst Westin I ever stayed at.
February 21, 2013
Rated 1 out of 5 by JustMel Extremely poor service
We booked and paid for two rooms - one for us and one for some friends as a luxury treat for a favor they did for us. Upon arrival at 4pm, we had to wait 1 hour for the first room to be cleaned, and an additional 3 hours before the 2nd room was ready for us (at 8pm!!!). Because we were unable to shower and change in our rooms after a long day of hiking we missed our scheduled dinner plans and were instead forced to sit in the hotel lounge with all of our luggage -- along with many, many other people also waiting for their rooms -- where we had no choice but to order from the ridiculously over-priced menu ($11 for a small bowl of buttered pasta for a 2-year-old? Really?). The single operating elevator was ridiculously slow, and every other guest there was annoyed by this. On top of it all, even though we had to pay a $15 "resort fee" in addition to the room fee when booking the room online, we had to pay an additional $16 "resort fee" upon checkout for both rooms. When our friends went to check out of their room, the rep at the desk tried to charge them the $16 again, even though we had already paid that fee. Seems like one scam after another. Although the rooms were beautiful, they were not worth waiting FOUR HOURS for them, and they certainly weren't worth the 6 flights of stairs we had to take because the elevators never came. Will never, ever stay at this hotel again. What a disappointment.
July 26, 2013
Rated 4 out of 5 by Allie Impressed
This was our first visit to Snowmass and we enjoyed our stay at your hotel. The location is so peaceful and elegant. Thank you for upgrading us to a jr. suite. Your staff was welcoming and treated us very kindly. I especially was impressed with your cleaning staff who gave me extra lotions when I mentioned how dry my skin was. Also, the room service staff went over the top for my kids when bringing them their supper. My kids said you brought them ice water in wine glasses. Thank you so much. We hope to return. The only thing we wished for was that the Snowmass Kitchen was open for evening dining. The Vue lounge got very crowded.
September 29, 2013
Rated 5 out of 5 by SSCHUCK Ski Vacation
What we loved about this hotel: location is nearly the best on the mountain, the ski valet (they deserve BIG tips)...one gentleman even took our boards out to the ski run!; the staff were extremely friendly, the beds, the heavenly shower, and nearby shopping and restaurants. A nearby mexican restaurant has an awesome happy hour and wonderful food! The hotel was always clean, which is quite a feat given all the snow traffic. Our 10 year-old son loved the hotel's apres ski...they serve a hot drink and cookies (free) from 3-5.
What we did not like: Snowmass Kitchen serves good food, but too pricey. The name is deceptive because one would think that a "kitchen" would have modest prices, but no. I would recommend either changing the name or lowering the prices. We would have eaten there more than once if it was more reasonable.
The staff were quickly overwhelmed when we were checking in on the 21st of December. There were long lines and people were waiting for rooms to be cleaned. The staff were very nice and trying to do their best even though some guests were unnecessarily mean to them. My biggest peeve was related to there being a separate line for SPG gold and platinum members, but they seemed to be taking everyone. So, I waited for about 20 minutes to check-in and then had to wait another 30 minutes while that room was being clean. I could not tell if I got a room upgrade. I reserved a deluxe room and they were unable to upgrade at check in due to being overbooked for premium rooms. They were not clear on what type of room I got and I had a suspicion that I may have been downgraded to a traditional room. :( Oh well, we made the best of it and our overall experience was great. We would definitely go back.
December 27, 2012
Rated 4 out of 5 by SCS123 Great hotel but staff is learning
To level set this REVIEW this is the context to take into account:
a. The Hotel had very low occupancy and plenty of staff
b. I stay in Starwood properties every week; been around the world
c. I am a platimum member with an Ambassasdor
1. They did not uprade me with no occupancy
2. Valets upon my arrival barely greeted me
3. Ski Valets closed earlier than 5pm
4. Service Express did not inform Ski Valet I was checking out according to Ski Valet. I had to get my skis myself.
5. Staff is not very well trained except that they are trained to act like they know what they are doing. Service Express is a perfect example. And Ski Valet and House Valet.
NEXT TIME I EXPECT AN UPGRADE AT THE MINIMUM OR I CONTACT THE AUDITORS.
November 28, 2012
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 3 out of 5 by PaulCS Has a ways to go
1. Ski locker service was superb.
2. Personnel friendly.
3. Great location next to Conference Center.
4. Had a great meal at the new restaurant. Service needs a little tuning up though.
1. Premium rooms on Lower level a huge disappointment because of noise. Near restaurant, and the music from the lobby and mall is loud.
2. We did not get housekeeping services until the second day, after we complained.
3. During the day the construction noises from the Starbucks being built under the room were very annoying.
4. The "slopeside view" from such a low level room is limited and not worth it.
February 10, 2013
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 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 skilady great ski in and out
great location in snowmass
January 28, 2014
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 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 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 1 out of 5 by KellyHM Terrible Experience - Worst Westin
I stayed at this Westin for 1 night with my husband. The staff wasn't able to give me a king room even though they told me I had one booked over the phone. Our room's heat didn't work and it was loud above the pool. I asked to move rooms and they reluctantly let me, but it was again above the pool. The dinner service was horrible. We didn't know who was working or not and it took forever. Breakfast was horrible service too...they took forever to bring us menus and coffee, and got our order wrong. I would expect much better from a westin...this is my worst experience yet.
October 16, 2013
Rated 2 out of 5 by MikeJuly2013 Deficiencies of this hotel
While staff are friendly (except the young lady at the front desk) and while the facilities are relatively new and very modern, the designers of the bathroom seem to be from outer space. The shower is one of the worst my wife and I have ever seen. Not only is there no door to contain the water spray, it is very difficult to direct the shower spray where you would like it and where it would be most useful. The bathroom has only one bar to hang a towel to dry. If you want to hang two towels, you are out of luck!
The dining experience was poor. There are only two or three choices for dinner and the stake was tough and priced at $40!
On the plus side, the flat screen TV was much larger than in most hotels.
July 21, 2013
Rated 5 out of 5 by CHUCKS19605 Awesome Experience
Thank You Thank You Thank You Westin Snowmass!!
I just had a wonderful weekend getaway with my wife at your hotel.
The service staff was outstanding and greeted me at every turn with a smile and warm words. The facility is recently renovated and exceeded my expectations. The food and beverage experience was excellent. I will definitely go back and spend another weekend or more with this wonderful hotel team and hopefully discover more amenities. The only thing to improve? Can you stop it from raining? All kidding aside, please pass on my congratulations to the service staff!!!
July 16, 2013
Rated 2 out of 5 by Bob65 Westin Review at Snowmass
My room reservation was messed up. A king was reserved, but a queen was only available. The front desk attendants at first lied to me and one of the attendant even told me that my bed room had a king size bed in it-so the attenant did not even know what bed was in the room. The window did not work so I could not shut it when teenagers were being loud at 11:30 PM. Front desk attendant did not answer the phone three times when I called. The attendant did not call me back when she said sge was going to call me back about my complaint about the room. The air conditioner did not work very well. Also, the Snowmass restaurant messed up our order and was very slow. This hotel really needs a good lesson with customer service!
September 30, 2013
Rated 4 out of 5 by Sarasota69 Great location in Snowmass
Although this hotel is not your typical Starwood hotel, it has many nice features and the location is great. The staff was cordial and we were treated with the nice recognition given to SPG members, even though, as a resort, they are not required to. There are many restaurants in the area surrounding this facility. We would recommend trying any of them, as the hotel's restaurant had limited options, very slow service and marginal quality. The rooms were just "OK" but there were many other parts of the resort that we really liked. We would definitely visit there again.
August 13, 2013
Rated 4 out of 5 by MM101083 Almost there...
I have stayed at various Westin Hotels and always impressed with the sleek style, cleanliness, and friendly, professional staff. I think this one in particular is fairly new and just needs a few tweaks. There was no fire evacuation map on the back of the door and no hotel directory to tell us where the ice machine was or what was on the various bar/ restaurant menus. In the coffee area, there weren't any spoons or stir sticks for coffee creamer. These are very minor, I know, but little details like this are important for a high-profile hotel like the Westin to remember.
July 7, 2013
Rated 2 out of 5 by Jack49 This hotel allow owners to leave pets in the room unattended only to have them bark incessantly
Dogs left in rooms by their owners barked incessantly on 2 occasions necessitating I notify the front desk and manager. After some time the owners were located to return to their room and care for their dogs. There was no mention that I was being put on the "dog floor" as I would have asked to be located elsewhere. The manager told me they discourage leaving pets alone but can't prevent it from happening. How is it that a hotel allows owners to abandon their animals so that others have to listen to them bark for hours on end? Where are my rights as a paying guest?
July 19, 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 3 out of 5 by Texaslonghorns Too many elevators
I had to stay on the 7th floor so I could get a king size bed. To get to this floor it was a maze of elevators and hallways just to get to my room. Not a good set up.
December 14, 2012
Rated 2 out of 5 by BusinessTraveler44 Pretty on the outside
The hotel public spaces are very attractive, but I think Starwood focused too much on style and not enough on revamping the core of what seems to be a dated hotel. The mechanical infrastructure of the hotel needs attention -- one of the two elevators was broken during our short stay, the heating system is so loud it woke us up, the water and plumbing is similarly loud. The staff are also inadequately trained and do not appear terribly motivated. The location is great and the lobby is lovely, so hopefully the management will care enough to address the issues.
March 25, 2013
Rated 4 out of 5 by Debbiedoo Excellent ski vacation spot
Although our standard king room was small it afforded lots of storage, small frig., and a view (7th floor non-slopeside) over the trees. The location was perfect to relax and walk to different restaurants in the evening (Stew Pot and Venga Venga were our favorites). We did not try the Kitchen...thought prices were outlandish. Enjoyed drinks in their bar area. Having a starbucks downstairs (and in room )was an added perk. Ski valet worked well. Elevators were slowwwww.
Concierge (Rose) pointed us toward the nearby "ghost town" of Ashcroft for an incredible day of cross-country skiing, snowshoeing, and gourmet lunch. Must do (if you have a car...20 min. drive). Found service (housekeeping, front-desk, concierge)...all top-notch.
March 14, 2013
Rated 2 out of 5 by TPS2012 Not ready to open
Late check outs kept us from getting rooms until after 5pm, even though we arrived @ 9am.
One day there was no maid service until 9pm in one of our rooms.
We had to call for shampoo refills.
Laundry sent down for cleaning was lost and then found days later.
We were charged for parking on 2 rooms and we had no cars.
No one told us about using our SPG card for food and beverage.
It appears as though no one person is responsible for problem solving...each arm of the hotel operates independently even though they are all intimately involved in guest satisfaction.
December 30, 2012