Snowpine Lodge

"I had a mixed experience with customer service at the Snowpine Lodge. The front desk staff were generally great--friendly and helpful. However, I had a few issues that I think lie more with the manager. The hot water for my room was out the entire 4-night trip. Each day I reported it to the staff, and they told the manager, but there was never any fix or follow-up. As you can imagine, hot water is pretty important for a ski trip. There are only so many cold showers you can handle. Second, I was initially double charged on my credit card (before and after I arrived). The charge was eventually removed, but when I called to report it the manager said he would call me back, but never did. It was a large charge, so an explanation was warranted. Otherwise, this is a nice hotel right next to all the ski amenities. I liked it, but for a luxury price, the service wasn't so luxury."

"The Snowpine is new with excellent facilities like the bar, restaurant, game room, ski shop on the bottom floor and great lockers and ski in and out with ease. Sadly, there are some issues. The staff is often well meaning but not very helpful. The rooms albeit new were not built with sound protection from other rooms which is crazy and both my friend who had a seperate room and I could hear our neighbors as if they were in our own rooms at times. Ending on a positive note, the food at the bar and the restaurant was probably the best in town."

"I had a total disappointment with a room downgrade and management communication here! Though the hotel has a great location, nice heated pool and hot tube, stylish & modern decor, I do not recommend it because of the unacceptable customer relationship. Upon check in our initial room had someone's clothes in a drawer, wet carpet near one side of the bed with weird odor and the only window was blocked by snow mass on 2/3 (not informed about this at all). We insisted they moved us to another room (not management initiative). It was a standard king and we're missing a bath tube and a coach which was essential for us. After our room downgrade no one checked on us. During check out a manager told us they are giving us 20% off the room rate (as a refund for our pre-paid room) and dismiss of any fees on our balance. What was a surprise that it didn't happen! For a week we called 3 times and left messages without any call back. The end: no refund or any compensation."

"Such a great facility and location. But poorly managed. For example: 1. Hot water didn't work in our bathroom. Front desk guy admitted they knew about this (had been broken for a long time) but didn't tell us until we raised it. They then told us we had to go to a bathroom in the common area on the next floor to take a shower or get hot water for anything else! 2. The room was too hot and you can't control your own room temp. When I called the front desk, the guy said he couldn't change the temp without logging into some website, and he didn't know how to log in! Crazy! I sweated and tossed and turned all night, only slept about 4 hours. 3. We parked right across the street where other cars were parked. No signs saying any restrictions on parking. But we got a $75 ticket from "Interstate Parking Company." The guy at the front desk said yeah, that sucks, I got one too when I first came here. But no warning to guests! So mindless. 4. The key to my room and ski locker didn't work. I had to make 4 visits to the front desk (taking elevator up and down each time) before they finally got it right. All of the above were major problems that they could easily fix if they just got their head in the game. Instead, it all ruined my stay."

"Edit: you'll notice that our and any other negative review is responded to with empty apologies. That they never returned my emails, calls or in-person requests is all you need to know. We regret staying here. The location is amazing and the overall vibe is great. The reason for our low review is the room and the service. We didn't sleep at all because the every time the heat kicked on, there was a loud banging noise. So every twenty minutes we were woken up. When we informed two different staff members at the front desk they didn't seem to care. We emailed and called after our stay to express our discontent, but never received a response. If you want to be a four star hotel, you need to maintain your facility and bend over backwards when someone gets zero sleep for several hundred dollars a night."