There should be a difference between 5 stars and 4. This resort should be a solid 4 star hotel. It is the perfect example of rating-inflation accorded to name brands because of their affiliation rather than what they in fact deserve. A five star hotel should be a "Wow" and this hotel is very good but not incredible.
We stayed during Christmas week. A family of 4 of which 3 are avid skiers and 1 is an avid shopper/spa user. Overall location and look and feel is excellent. The only property in North America to have a funicular. The rooms were quite nice and lots of amenities. Gorgeous views of the ski area and slopes through unfortunately incredibly dirty windows. Remarkably sparse furnishings that barely accommodate winter clothing needs; not well thought out in that respect.
Food is average at best and quite expensive for meager servings. Menu offers limited choices so by day 3 one has exhausted the offerings. Lively and interesting bar. Does not compare well with the food choices and quality in downtown Park City or in the Montage Hotel (as a basis of comparison). Library breakfast bar was an interesting experience each morning and provided much fun as to how confused the staff was in terms of offerings, prices, and virtually everything else involved.
Overall hotel staff is quite friendly, BUT remarkably untrained and quite confused as to what they are supposed to do. Anyone who has stayed at another St. Regis property would be quite disappointed with the service here as it is nowhere near the same level. Concierge services are appalling. Basic inquiries were transformed into complicated problems as if an experiment in advanced physics for the staff. For example, I cannot image that no one ever inquired as to what movies were playing nearby, or at what time the stores are open downtown on Saturday. Concierge sent us in the shuttle 1 hour before anything was even open downtown.
Ski concierge was a nice touch and spoils you rotten—but the Montage (in comparison) had twice as many helpers, were local youths, and each knew the mountain well enough to provide excellent guidance on w where to ski. The St. Regis ski valets were non-skiers South Americans who were attempting to do the job as best as they could but clearly were confused because of lack of training.
The health club was excellent. It had a lot of equipment options, and beautiful views of the mountain. It was clean and well cared for. But, no classes were a real miss, particularly on non-skiers or on non-skiing days. The Spa needed more cleaning and amenities needed re-supply. The actual massage and reflexology were excellent.
The pop-up shop was an interesting idea that was a big hit. It represented many different designers.
However, the general store next door was amazingly useless and during our entire stay we never saw anyone actually buy anything. One wonders about how fresh the food being sold there when no one was buying anything.
The on-site ski shop was excellent. The fact that rentals and ski lift tickets were all available on site was truly special and saved a great deal of time. Skiing right out of the hotel was an additional big plus.
The hotel was fully booked and yet offered no entertainment at night of any kind. Perhaps a jazz quartet or piano player (not a piano playing itself), would have added more ambiance and a feeling of luxury. Lacked any holiday spirit as well.
Leave plenty of time to check out, because that is an experience in itself. It would also have been nice if anyone inquired as to whether we enjoyed our stay. We spoke to a Manager on our own, who nodded in apparent understanding as to our comments but took no notes and never followed up.
In sum, this is perfect example of a very good hotel that deserves to be rated 4 star (or 4 diamonds). A perfect example of a good hotel that should be and can be a great hotel—but is not, it’s just nice and it just ok--its not a "wow".