We booked a 2 bedroom mountain view suite for a birthday weekend and to see some friends who were in town from abroad who arrived a few days prior to us.

When we arrived, our keys did not work, so I called down to the service express, where a lady answered and I asked if she could please send someone up with new keys as our keys did not work. She said, “no we don’t do that you will need to go down to the front desk” she then proceeded to hang up on me. I called back, thinking she may have accidentally dropped the phone and she picked up the phone and immediately hung up on me. I called back, again, she hung up on me. I was absolutely flabbergasted that someone working in a hotel could be so rude. I went down to the front desk, and explained what happened and asked for the GM’s card, however the staff were unable/ unwilling to provide his card and gave me the guest services manager Seth’s card. After getting back to the room, there was my family and wife on crutches after a recent surgery, sitting outside the room on the floor with the bellman who still had our luggage on the cart. The bellman also did not have a key to open the door and was there waiting with my family. It seems that the hotel does not trust their staff to provide them with a key in case the guest is not in their room when their luggage is delivered. Once we got inside the room, we immediately noticed that the housekeepers had left a big bag of trash on the chair from the previous guest. There was also an Easter egg from the weekend prior sitting in plain sight on top of the light in the bathroom, which really makes you wonder how much they really clean their rooms…… After the arrival from hell with the service express person, we thought it could not get any worse. Later that night, while taking a bath, my wife looked right and underneath the sink was a dirty sock, also from the previous guest. As it was late, we did not call down but asked the housekeeper the next day to remove the sock during the daily service. It remained there for the duration of our visit. On multiple occasions, I asked the front desk for change, so I could tip the valets. Each time, the front desk struggled to provide change. I mentioned this to the valets, who responded by saying “ that is typical and we have started bringing our own change to take care of our guests”.

We had cocktails in the lobby bar and Jesus could not have done more to look after our group. It was the only bright spot on a horrific stay. We planned on meeting our friends for breakfast the morning after our arrival, however they had dined the day prior and said “ the breakfast was horrible” so we ended up at Northside cafe one day and Edwards the next day for breakfast.

While the hotel is beautiful, the rooms are run down with frayed blinds and in need of a renovation. The service is non existent and the staffs training is not much better.

Another great stay at the Westin. Spacious and well-appointed rooms (thanks for the Platinum upgrade), breakfast, housekeeping, ski valet, and especially, the employees... hit high marks. The food is exceptional...have not tried Stoke and Rye at night. The morning breakfasts are wonderful but we love the evening lobby live music and food from the Outlook. (flatbreads, burger, salmon, citrus salad, etc....plus a good wine list/drink menu).

The gondola and the hot tubs looking over the river are key to a seamless ski vacation. Our kids had a great time swimming, enjoying marshmallows, and hot chocolate after skiing!
The manager Scott Steflek made the stay go from a 4 star review to a 5 star review. He went above and beyond and our kids loved the experience.