We stayed for 4 nights in a Cottage Executive Suite with 2 children and had a highly variable experience at the hotel. We were a little apprehensive about the location….we’ve stayed at Stein Eriksen in the past and loved the convenience but we wanted a little more room this time and were willing to make the trade off with location. We took the shuttle one day to Park City and going out it was fine but the return was a little irritating. The hotel uses vans that only seat 7 people (inexplicably they use half the interior for ski storage instead of having exterior racks like the rest of the vans in the area) and we couldn’t fit in the first van…there was a mad rush to claim seats by a group of pushy guests that had actually queued up behind us…so we had to wait for the van to return. Not that big a deal but it led us to re-think how we got to the slopes the next day. We planned on skiing DV the rest of our stay and found that it was more convenient to just drive ourselves (we had rented an SUV). Parking at DV is very close to the base lodge at Snow Park and arriving at 8:30 to 9:00am the parking was plentiful. It was a lot more convenient at the end of the day to be in control of how you got home than to have to rely on the shuttle service.
But back to the hotel itself….the check in process overall was fine and the bell-staff were excellent and accommodating. I wish I could remember his name but the head bellman was the high point in service during our stay…routinely going out of his way to help us and our children. The suite was perfect for a family of four and we didn’t encounter any of the maintenance issues that other reviewers experienced although our televisions didn’t work properly for a day…presumably they’ll fix this minor problem. The layout of the room was well thought out for families and having a clothes dryer in the room was very handy for gloves, etc. after a day of skiing. The hot tub was a nice feature but there is virtually no privacy as you look across a small gap at another unit across the way. I have no idea why they don’t put up some screening foliage or a lattice of some sort. In any event, the beds were very comfortable and the children loved the large television in the living room. There is quite a bit of noise from other guests….you can clearly hear footsteps from the suite above and banging doors in the hallways. But we counted ourselves lucky. The family that we were travelling with had to endure a loud party in a neighboring suite that went until 2am! With small children trying to get to bed this environment is less than ideal. I should mention that we felt the property was a great value….I believe we paid just under $400 per night which included breakfast for two. The price is relevant because it seemed as though the low rate attracted younger groups that came to party….not a great family-friendly mix.
Breakfast in the restaurant was great….a nice buffet and the room itself was well appointed with beautiful views looking out at the mountains. The restaurant staff seemed eager to please and had a great attitude but there never seemed to be any management about which led to problems. One morning there would be virtually no guests at breakfast and they would have 5-6 staff waiting around doing nothing. The next morning the restaurant would be full and there would be only 2 harried waitresses trying their best to accommodate the crowd. There seemed to be nobody managing the place at all. One morning we were surprised to see a couple walk into breakfast in their bathrobes…..good grief, that’s pretty much the last thing I want to see in the morning! If guests lack basic manners or good sense, where was the management to ask them to come back properly dressed?
The real problem that we encountered with the hotel was the appalling service. With the exception of the bellmen and shuttle drivers, the staff seemed completely untrained with no attention to detail. It amazes me that the staff would re-set the pull out couch every morning and not once turn it down in the evening. It is frustrating when you return to your room and the children want to go to bed but you have to make repeated phone calls to housekeeping and wait over an hour for the bed to be prepared. We would have done it ourselves but they end up bringing a feather bed with them for turndown…which was actually a great addition and made the sleeper sofa quite comfortable. Daily maid service seemed to always miss a glass or not return a bathrobe….little things that you wouldn’t expect for a Leading Small Hotels of the World property (we’ve had great experiences with these properties in the past).
In short, this property has a serious management problem. There appears to be no training and no quality control for the service staff. The staffing model is horrendous….front desk overwhelmed with no backup. The staff is very friendly and again, they seem to be trying, but they aren’t trained to do their jobs properly. And they certainly aren’t trained to the level that we’ve come to expect from Leading Small Hotels of the World….I wouldn’t be surprised if they lose their certification based on this stay.
I don’t really understand the concept of the hotel either. It seems as though this property is more a failed real estate venture than a properly planned hotel. They’re trying to sell the cottages (good luck in this economy) and even some of the rooms in the main hotel which is fine…..but they’re trying to operate the property as a proper hotel at the same time. I’m not sure that formula works too well. As previous reviewers have stated, there is no bar which seems odd for a full service hotel and yet there are meeting rooms. The suites are lovely but why is there a stocked kitchenette? Are they seriously trying to cater to people that are planning on cooking meals in their room? That’s not a bad thing of course but it doesn’t seem at all consistent with their positioning as a full service hotel. So maybe the real problem I have with the place is that it has no idea what it’s trying to be...is it a condo rental? A full service hotel? A condo hotel?
Overall, I would say that this hotel has tremendous potential if they committed themselves to being good at one thing and if they fixed their service problems…which I wouldn’t blame on the service staff but on the management. I’m sure we’ll give it another chance at some point…hopefully they read these reviews and address their deficiencies.
- Official Description (provided by the hotel):
- All suite ski, golf and spa resort. Located at the base of Park City Mountain ski resort directly on the 18 kilometer Nordic ski course within the heart of Park City. Other amenities: Ruth's Chris Steak House for fine dining, ski rental, outdoor heated pool and hot tub, Room Service, complimentary Starbucks coffee service in the lobby daily. AAA Four Diamond rating. ... more less
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- Also Known As:
- Hotel Park City, Autograph Collection Utah