Before reading this, understand that I travel to all parts of the country for business and pleasure with approximately 100+ nights booked per year, so I'm no spring chicken when it comes to dealing with the snafus that arise during travel.
We were supposed to be here for the weekend for our anniversary at the Westin Monache, but due to a boiler accident the hotel was shut down and we were relocated to the Juniper Springs Lodge. After reading the diversity of reviews we arrived with reservations and couldn't understand the disparity between so many 1 star and 5 star reviews. Here's our hypothesis:
The rooms here are condos and have individual owners, so there may be a large variance in decor and quality of in-room amenities/comfort, leaving it up to chance on the quality you receive as a non-owner guest. It's a complete gamble. The walls are thin but manageable and you will hear people running back and forth with their ski boots on. I think people give this place high reviews because of its location (ski in/ ski out) which is true so I do have to give them that. Other reviews also pointed out the difficult nature in controlling the temperature which is true. It's either boiling hot or no heater on. Nothing in between. The thermostat controls the gas fire place so when the heater kicks on it's the gas fire place. It's not exactly the romantic fire place we envisioned.
In regards to the beds and the bedding. The beds were fine and after reading reviews about their poor quality linens I didn't want to risk having to deal with the thin nasty fleece type covers and the Westin shipped over their heavenly bedding and pillows for us. That's right. They shipped over bedding just for our room. Sheets, pillows, down comforter and all and it made it so much better. There are no restaurants on property, just a small coffee/snack shop, and the meager room service consists of croissants, cookies, ice cream bars. There is better selection out of the vending machine. The shuttle service here also serves more than 4 other properties so even though it can take you where you want to go in addition to the free public transportation lines, you may have to wait. The westin shuttle is just for the westin and even though we are not staying there this weekend, their shuttle is taking care of us to the airport.
Now if nothing goes wrong and you never have to deal with the staff here, then I can see how the stay will go fine. Their customer service is consistently rated very poor and this is not a hotel so I suppose the expectations should be lower in general. These people manage a property.
There Westin staff made a mistake when communicating check out date for Sunday instead of Monday, which may have been a little easier to deal with had there been a more thorough confirmation of "We have you checking out at this date" which all westin, starwood, and all hotel properties do. I caught the error and spoke to the front desk who was both rude and less than competent. In order to accommodate us, they would have to move rooms as the owner of the unit we were in was coming into town (understandable). When we prodded how this was going to happen, they said check out is at 11, so make sure you have your stuff packed and out of the room and we could check back in after their chick-in time (3 I believe). Now, I don't know about you, but I find it hard to ski, snowshoe, or take scenic snowcat tours with a couple suitcases and miscellaneous other bags in tow.
I wanted to inquire as to what type of room we were going to get because remember all the rooms were different, they told us we couldn't see what the room looked like because it was occupied. They also responded with "It's not our fault that the dates were wrong" and were very unwilling to help. The staff here is poorly trained and even though we never actually stayed at the Westin this weekend, all of the Westin staff that we have interacted with have been very helpful and wanted to make sure we are well taken care of at another property.
Don't be fooled by the management response to each and everyone of these posts. It doesn't help the situation after the fact. We have been in regular verbal communication with the GM of the Westin as well as their responsive staff and things get done right away. Why stay here when you can go to the Westin and know exactly what room you are getting, with top notch customer service. Mr Tom Smith, the GM can contact me about this post but he wasn't interested in talking to us while we were here.
- Official Description (provided by the hotel):
- Have the Mountains at your Front Door. Juniper Springs Lodge, Sunstone and Eagle Run make up Mammoth's premier ski-in/ski-out resort. Located at Eagle Lodge and Eagle Express chairlift, these studio to three bedroom condos and townhomes offer an alpine getaway that is ideal for families. Juniper Springs Resort was recently named one of Conde Nast Traveler's top 50 ski resort properties. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Expedia, Booking.com, Hotwire, HotelsforEveryone, Hotels.com, Travelocity, Cancelon, TripOnline SA, getaroom.com and HotelQuickly so you can book your Juniper Springs Resort reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
- Also Known As:
- Juniper Springs Hotel Mammoth Lakes
- Juniper Springs Mammoth Lakes
- Mammoth Lakes Juniper Springs Lodge