I will start with a little background information, since it might be helpful to keep some of this in mind as you read the review:
- We are 2 advanced and seasoned skiers who have been skiing regularly for 33 and 49 years each.
- We take at least one annual father/son ski trip per year to various destinations throughout the US and Canada.
- We are both frequent travelers and have traveled to most of North, America, Central America, South America and Europe.
- We are not new to ski towns, condos, hotels, motels, etc. and we have stayed in tons of different accommodations. These properties have included everything from low cost motels (i.e.: small ski towns in New England) to high-end hotels/resorts (i.e.: the base of Whistler Mountain, Vail and Aspen).
We got to Shadow Ridge “Resort” early enough to get in an afternoon of skiing at Park City before moving into our room, which was not yet cleaned. No problem, because we had planned on getting in early to get in an extra half day of skiing. We changed into our ski clothing in the spa locker room and went off to make turns for a few hours.
I have an allergy to down products, and so when I made my reservation I was very careful to ask for hypoallergenic bedding. I was sitting next to my travel agent when this request was made, so I know it was done. When we got to our room we found down pillows on each of the two beds. I called the front desk to request hypoallergenic bedding and I was told that they did not have hypoallergenic bedding. The desk clerk said that he did not know what hypoallergenic bedding was. I explained that what I needed was a foam pillow and fresh linens, since there was no down in the blankets. The clerk transferred me to the Shadow Ridge Resort manager, Branden Peck. He told me that the units are individually owned and that our unit did not have foam pillows. However, if I wanted to have a foam pillow, he would send someone to buy one for me and I would have to pay for it. OUTRAGEOUS!
When Branden saw the ultimate booker of our trip was Ski.com, he instantly went on the offensive. He told us he was not responsible and that it was an issue between Ski.com and us. He also less-than-kindly informed me that we could cancel our stay; get a total refund and head to the Marriott if we did not want down pillows! Since we were now ready for a shower (we had been skiing all afternoon) and were already in the room, I found this answer unacceptable. Plus, let’s be honest, asking for a foam or hypoallergenic pillow and bedding is a pretty typical request in any property today. I contacted my travel agent and Ski.com, who was the agent for our trip. Surprisingly enough, after about fifteen minutes of what I presume was some detailed conversation about how many rooms per week are booked by Ski.com, we were told that the pillows would be forthcoming, at no charge to me.
I have read a lot of the reviews, and I know Branden likes to support positive reviews and dismiss negative ones with statements about “policy” or “incomplete explanations/information.” To be honest, I dislike excuses and it doesn't matter what conversation transpired between Ski.com and Shadow Ridge. If the ultimate move was to get some foam pillows (which they claim “some” rooms have), why attempt to ruin what should be a great experience within the first 6 hours of our trip? I do not care if Branden was pressured, compensated, changed his mind or anything else. He obviously had the ability to resolve the issue and chose to make it confrontational rather than focusing on how the problem could be resolved. From reading his comments, he seems to have a lot of excuses and very little corrective action.
Ready to relax and move forward with our trip, we went down to the desk to inquire where we could get a beer and a bite to eat while waiting for our bedding. The desk clerk was perplexed at my question and after thinking about it for a bit, said we would have to go to Main Street (a ten minute shuttle ride) to find any bars or restaurants. There is no food available at Shadow Ridge – they do not have a restaurant or bar.
My son and I looked at one another and thought it odd that any ski resort, Utah or not, would be alcohol and food free. We walked up to the base area, spoke with a ski patrolman and were immediately directed to a spectacular local bar about 200 yards from the front door of Shadow Ridge. When you can, always check with a patrolman for the best drinks and food in any ski resort.
After about two hours of talking to the locals about where to eat and trying to pry out where the secret stashes of powder were, we went back to our room. There were four brand new pillows and pillowcases awaiting us. I know they were brand new because they were still in their original wrappers. (See Photos) Apparently, this was going to be a “do-it-yourself” week! On the other beds were … surprise!!! … the other four feather pillows! My allergy-free son took the pillows down to the clueless front desk and we were off to a great week for our fifteenth annual father-son-ski-bonding trip.
Getting into the shower-tub combination was an adventure! The Jacuzzi-style tub had two sliding glass doors and the step up to the tub did not have any tread on it. Slippery when wet was an understatement. Both my son and I almost fell several times throughout the week!
I called the front desk (no one answered the housekeeping line) and asked for an extra set of towels and a shuttle to dinner. When we returned to the room, we made the beds and went to sleep. The next day I asked for an extra set of towels to be given to us each day and off we went to ski. At the end of our first full day – only one set of towels were in the room. I called the front desk once more and had another set delivered. I asked to have two sets of bath towels left daily. Again, this should not have been an unusual request for a Resort. This became a ritual each and every day of our stay at Shadow Ridge.
The housekeeping crew made our beds every day and cleaned the sink. That’s about it! I had to ask a housekeeper to clean our toilet and tub twice during our stay. The tub was never touched – gross! We cleaned it ourselves – after the bedding situation I thought it was the Shadow Ridge tradition to have everyone chip in and help. Vacuuming the room was apparently optional and the housekeeping crew elected not to select this option – even after we requested they do it. There were several pieces of plastic nest to my bed all week! (See Photos) Reading other reviews, this seems to be a trend. I even found a big blob of hair on top of one of our “clean” towels one afternoon. Spectacular attention to detail! (See Photos)
The room itself had a beautiful view of the parking lot, but if you went out on the balcony and looked to your far right, you can see Park City Resort. The furnishings, like the rest of the Shadow Ridge Resort, were worn and dated. It really needs to have a refacing because it really looks tired.
The elevator (not elevators) was slow, but finicky. You must keep an eye on the down or up button or it will skip your floor if the light goes out. Several other guests waiting for the elevator with us throughout the week sighed and said they had it happen to them also.
On the other hand, the location is great. Not a ski-in-ski-out property, but very close to the mountain. The shuttle service offered gets you everywhere in the valley. Would I come back to Park City? Absolutely! Would I stay at Shadow Ridge? NO WAY!!!
Find another property! This is a very tired property.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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As you would know I always start out thanking the guests for leaving a review on TripAdvisor. I appreciate good and not so good feedback from our guests so my staff and I can improve for the future. When writing my comments to guests reviews my intentions are to give the reader an insight into the hotel, what type of services we provide from Housekeeping, Maintenance and Front Desk, and address any issues that guests might have encountered at the hotel. Reading through your review you have very interesting points about the service you were provided and your feelings on me.
First, I want to say I am sorry you had a not so good experience and you felt like I was unsupportive. Positive reviews are always nice to hear from our guests and along with the negative ones. You have to take the good with the bad. If it weren't for guests like you leaving a negative review how could my hotel ever grow, learn and adapt to the new and always changing guests expectations. I know I can’t please everybody who stays at my hotel but my staff and I do our best every day to make sure each and every guest gets 100% from us.
Information for future guests “The Shadow Ridge Resort Hotel is an individually owned condo complex.” What does that mean? Shadow Ridge Hotel has 55 unique owners with all different types and styles on how they decorate their condos. Here is some basic information when booking your condo: The Shadow Ridge Resort Hotel offers premium or standard rated hotel, 1- and 2-bedroom condominiums. For all the comforts of home, our 1- and 2-bedroom condominiums feature a fully furnished kitchen, a living and dining area for lounging and entertaining, and private bedrooms where you can unwind and catch up after a day of activity. Note: *After booking a reservation I highly recommend calling the front desk or our central reservation office to follow up with any specific needs that might need attention.
The hotel does have three major amenities provided to guests, 1. Utah Ski and Golf (an in-house ski/snowboard shop), 2. Wasatch Adventure Guides (for all your adventure needs), 3. Park City Real Estate (guests who are interested in purchasing property at the hotel or around the Park City area). One of the downsides the hotel does not have onsite is a restaurant and/or bar. Stated in your review there are three very nice restaurants walking distance which are located at the Lodge at Mountain Village plaza.
One of you key points to your review was you having an allergy to down products, with booking through a third party such as Ski.com (who actually wasn't your main booking agent) should have followed up with such request. *To all guests, when booking through three different agencies there is a potential for information to get lost. Reason I state in many of my comments please give the hotel a call so we can be prepared for your arrival. As the General Manager I am happy to take the fall for the oversight in not making sure you had the proper pillows in your condo. I appreciate you taking a great picture of the brand new pillows and liens you requested. As you know after your request of new pillows you had them within 30 minutes. I am sure to many guests asking for brand new pillows and liens the response time great.
Overview of your review
You've brought out many great points on how the hotel needs to improvement. 1. Housekeeping needs to be more attentive to guests needs. Especially, when you “the guest” asks for an extra set of towels which seems to be a very basic request. Please keep in mind there are four different types of cleans we do throughout the day. Guests have the option for additional services when asked. 2. The property as a whole could use a makeover. I am happy to state we are improving out onsite faculties such as the hotel tub, pool areas and gym this coming summer. 3. “Myself” based on the situation and the request for hypoallergenic bedding I could have been more open minded and better at willingness to help.
Thank you for the review and hopefully you had a safe trip back home.
Shadow Ridge Hotel, GM
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.