I don't usually write reviews. Actually, this is my first review. Even though this hotel has a lot of positive feedbacks, the inconsistency service I experienced really compelled me to write this review to let the readers know what to expect if they choose to stay at this establishment. Like most readers and reviewers of 5 star hotels, my review is from a persepective of a world wide traveler staying at most high end hotels. However, this review is focused on comparing Montage to other family oriented luxurious hotels.
After making my reservation for 5 night stay over Christmas 2012, I was pleasantly contacted via email by guest relation assistant Jenessa. She helpd me with various tasks of setting up my family vacation. She arranged for a Christmas tree in our suite, stockings for my children (5, 3, and 1 year old), sleigh ride, restaurant reservation, lift tickets, etc. She was very thorough, prompt, and polite. I was thnking that if this hotel is anything like how Jenessa was, we should be in good hands. Only minor mistake she made was the ground transporation arrangement. She was planning to send a house van to pick us up at the airport. Not to sound spoiled, but I have yet to step out of a private jet into a van upon arrival. I told her to send an Escalade SUV or equivalent which she complied.
We were promptly picked up at the airport and transferred to the hotel. Check in was smooth. There were many staffs in the front to greet us and help us check in. Ground is very nice with a beautiful view of the mountain.
We chose the two bedroom Alpine suite on back of the property. This suite is the only suite that gives you a direct access to the slope from the patio. If you have children like me, they will be able to step out on to the patio and play in the snow. This suite is small but the location is much better than the Empire or Presidential suite. Empire suite is slightly bigger. Presidential suite is much bigger but same boring Tuscany decor. Nothing special about theses suites. The walls are very thin with minimal sound insulation. You can hear everything going on in the hallway. Also, the two bedroom suite isn't really directly connecting rooms. You need to go through a foyer to get to your second bedroom. When I see this type of design, it suggest two things, either old construction (like The Lodge at Pebble Beach) or new design who cares more about maximum occupancy rate than client's comfort.
After check in, we had lunch at it's signature Apex restaurant. We had multiple dining experience (breakfast, lunch and dinner) at this restaurant. They were all good. Nothing exceptional but very good. We're not talking about Michelin rated restaurant here. Staff were many but some were confused about what needed to be done. I had to ask multiple times for water, and waiter often didn't know who ordered what. Also, the staff kept pouring regular ice water into my bottled water glass. Annoying. I stopped them few times but then gave up. I guess not many guests drink bottled water in this hotel. No big deal. It's other main restaurant is the Daily's Pub. Food here is also very good. It's more like a game room (it has bowling alley, Wii consoles, arcade video games, pool table, etc.) that serves food. Service is again spotty but what do you expect in a game room. This hotel has a third small dining area called Yama Sushi. This place is terrible. You can't even call it a restaurant. It's in the hotel lounge where they sectioned off part of it and call it a restaurant. Menu is very limited and food is way below average. Avoid this place. In-room dining was good. Delivery was prompt, and food was in par with most 5 star hotel.
Like many other 5 star hotels, there were many staffs at Montage who greeted you and said hello as you walked around. These staffs are nice perks but I judge service by how promptly and accurately things are done when I request it. For exmaple, I called the housekeeping for assistance in my suite. I had to call 3 times before they came. I spoke to concierge desk about getting a restaurant reservation. She told me that she will call me back but never did. But what really made me upset was when the hotel shuttle took my family over to a nearby location for late afternoon sleigh ride. When we were dropped off, I told the driver to pick us back up in exactly 30 minutes since that's when the ride was going to be over. He never showed up. It was freezing that night. Imagine being stuck in the cold waiting for a ride with your two young toddlers and a baby. I had to call the hotel mulitple times and waited over 40 minutes before we were picked up. I don't like complaining but I was really upset. I spoke to the manager when I returned. He listened politely and asked me if I was dining at their restaurant that night. I told him yes, and he informed me that he was going to come by and talk to me more about it. He didn't come by, and I never saw or heard from him. This hotel is located up in the mountain. You can't go anywhere without a car. It's few shuttles and house cars are pathetic in providing prompt service. You have to wait 30 to 45 minutes for a ride, and I hate waiting when I'm on vacation. It is free though. Like other 5 star hotels, I would have liked it if this hotel had car and driver service on the premise where you can just jump in and go. I don't mind paying at all for this type of instant service.
Spa facility is very nice. It has dry and steam sauna, very clean and modern. There is small workout room with new cardio equipments and free weights. The indoor swimming pool was also very nice. There were certatin times of day when children was allowed in the pool. My kids really enjoyed it.
Nothing bad here. The hotel is located mid-mountain with excellent skiing options. Ski valet was good overall. You had to wait for things sometimes but not too bad. I put my son in ski school and also private ski instruction. Both were excellent with very attentive instructors.
No hotel is perfect. There are always some flaws however minor. I know this and my expectation is always tailored by it. Top notch hotels are all about service. Some properties might be dated, food may not be great, but one common theme these top hotels share is exceptional service. Montage at Deer Valley is average at best. It is not in the same level as lets say Four Seasons or St. Regis (I believe these two hotels are best at serving family accomodation). It's somewhat disappointing since I had good experience at Montage Beverly Hills and Laguna Beach locations. When we were at Deer Valley property, the hotel was near full compacity. If service is poor due to this, it cannot portray itself as a 5 star hotel. Either you need to raise your room rate or hire more staff. Also, I rarely blame the staff for poor service. It's the management who is to blame for not training its staff properly. The management looked really proud that the hotel was at almost full compacity. When I see this, it is a sign of mediocrity. You need to raise your room rate. Elite hotels never shoot for full compacity. If you are a traveler like me who value service above all and willing to pay top dollars for it, avoid this hotel location. St. Regis or Stein Eriksen will be a better choice in Deer Valley.
- Official Description (provided by the hotel):
- Montage Deer Valley, is located in the year-round community of Park City, Utah, is one of North America’s finest mountain resort destinations. Reminiscent of the great mountain lodges of the West, this refined mountain craftsman resort is less than five minutes from Park City’s celebrated Main Street where leisurely strolls reveal an eclectic array of al fresco cafes, local art galleries, gourmet restaurants, and specialty boutiques. With time being the most treasured asset in today’s world, the resort is well positioned just a 40 minute drive from Salt Lake City International Airport (SLC). Resort guests will enjoy a coveted location atop Empire Pass, unrivaled ski-in / ski-out access to North America's No. #1 ski resort, and amazing year-round activities including hiking, biking, golf and fly-fishing. After a day of mountain adventure, guests can retreat to the 35,000 square foot alpine inspired spa offering 29 treatment rooms and an indoor mosaic pool. True to the Montage commitment to culinary expertise, dining rises to an art form at Montage Deer Valley. From the refined indoor settings of Apex and its mountain side terrace to the fun jovial atmosphere of Daly's Pub & Rec, with its very own bowling alley. ... more less
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- Also Known As:
- Montage Deer Valley Hotel Park City
- Montage Deer Valley Park City, Utah