As stated in the title, the hotel itself is nice as it recently underwent a renovation, and it is in a great location being just steps away from a main chair lift; however, the front desk's customer service is horrible.
When making the reservation, I was informed that the hotel offers complimentary transportation from the Aspen airport and to call one week in advance to arrange such transportation. Accordingly, I called one week prior to my arrival; however, I was informed that you cannot schedule such transportation. Instead, I was told to simply call the hotel once my flight landed, and a hotel representative would come immediately over to pick us up. When my flight landed, I called the hotel to request a pick up and was told that a bus would pick us up in 15 minutes. When more than 20 minutes had passed, we called the hotel back to inquire about the delay. First, it took more than 20 rings for someone to answer the phone, and when the phone was finally answered, we were placed on eternal hold for the representative to inquire about the situation (fyi- this consistently happened EVERY time we attempted to contact the front desk during our stay). Eventually we were told a driver came to the airport, didn't see anyone outside to be picked up, and left! For the record, we were waiting by the doors the entire time, and no bus came and left. Plus, we had given the hotel our cell numbers when we called to arrange the pick-up. If a driver really did come to pick up hotel guests and didn't see them, don't you think he would try calling them before leaving? Regardless, we were told another shuttle was en route, and it would arrive in 15 minutes. Again, another 20 passed and still no shuttle. In the interim, a very kind airport ambassador kept checking on us and shared with us this delayed transportation/mix-up was not the first instance with the Westin Snowmass. She indicated there had been multiple instances where it was extremely late in picking up guests. We phoned the hotel (as did the airport ambassador) to inquire about the delayed shuttle, and this time we requested to speak with the manager; however, after 10 minutes on hold, the representative would not transfer me and said a shuttle will be there "momentarily". Momentarily turned into another 20 minutes, and it wasn't a shuttle that picked us up. It was an unmarked SUV. In total, we waited for over an hour and ten minutes to be picked up (fyi- it takes approximately 17 minutes to drive from the hotel to the airport). En route to the hotel, the manager called and apologized and indicated he was giving us a $50 credit for the inconvenience. However, upon checkout, the $50 credit that was promised did not appear on receipt. I had to explain the incident to the front desk representative, and she promptly added it.
A suggestion to management regarding your complimentary transportation - clear, consistent communication. We were initially told this service should be scheduled in advance, then we were told to just call upon arrival and someone would pick us up, and when inquiring about return transportation to the airport, we were told the shuttle operates only on the hour. Which is it???
As previously indicated, every time we attempted to contact the front desk for assistance, it would take numerous rings before someone would answer the phone, and when someone did finally answer the phone, he or she never knew the answer to our question and placed us on hold to inquire. Some questions we posed - are there restaurants or places nearby that sell desserts/sweets (we were told no; however, there is a Rocky Mountain Chocolate Co. less than 100 yards from the hotel); what time does the band (that we can clearly hear in our room as we attempt to sleep) playing in the lobby stop playing (we were told 9 pm; however, the band easily played passed 10:30 p.m.); how frequently does the shuttle to Aspen run; what time does the hotel restaurant open for breakfast. As you can see, these are not difficult questions, yet the staff lacked the knowledge to answer these questions.
Despite the issues indicated above, the rest of the hotel staff was lovely. The ski valet employees are fantastic and very knowledgeable about all of the nearby mountains to ski and very willing to offer trail recommendations. The employees in the lobby bar and downstairs restaurant were also very pleasant as was housekeeping.
- Official Description (provided by the hotel):
- Located in the center of Snowmass Village, the Westin Snowmass Resort offers guests ski-in/ski-out access to Snowmass Mountain, which has more trails than any other mountain in the country. ... more less
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- Also Known As:
- The Silvertree Hotel Snowmass Village
- The Silvertree Hotel And Conference Center
- Silvertree Hotel Snowmass Village