No hot water for 4+ days for entire facility. They did comp breakfast for two days and offered a removing a $50 resort fee, which is a slap in the face considering their nightly rates and the severity of the issue. Have visited Snowpine multiple times in winter and each time there have been major facility failures (no heat, no hot water, etc). Kept giving it a chance but we're done after this last visit. No real customer-service from upper management, they seemed detached, inexperienced, or just don't care. While most staff are solid, just below the surface, this "4-star luxury" lodge misses on many levels at this price point, it honestly felt like a 2-3-star property compared to properties in Deer Valley, Solitude, etc. Seems like they spent all the money on the main entry, dining and bar area - certainly not the rooms. Recent experience Room/Facility * No hot water for entire property for four+ days, then a mix of ice cold, lukewarm, hot - unpredictable. No hot showers/hand-washing for 4+days. Assume kitchen/bar did not have hot water either - if I could not wash my hands with hot water, how could the kitchen or bar staff do it? Salt Lake Health Department (@saltlakehealth) - this is a public health issue * Housekeeping adequate but inconsistent, replaced waters some days and sometimes only one bottle, some days no bottles. Did not replace some bathroom products for entire stay. *Towels are cheap, scratchy type towels * Noisy heating system in room * Noisy facility systems behind walls in room * Safe in room not bolted down, someone could easily walk off with it * Chromecast did not work in room * Pool never opened for entire stay * No service elevator for staff * Other things just felt overly worn for a 4-year-old property. Bartenders * Touching their face and/or hair, then using the same bare hand to place ice cubes into glass, squeeze lemon/lime into drink and/or cut fruit slices to place on drink * Mis-poured a drink, then handed to a server and told them they could drink it and they took into side bar closet * Coached guests how to take their drinks to their room, which bartender previously told them was illegal in state of Utah * Poured a double-shot of liquor for a staff member, who then drank them right there; bartender previously denied guest a double-shot stating it was illegal in state of Utah * Think Utah Department of Alcoholic Beverage Services (@UtahABS) would have some thoughts on this Staff * 90% of the staff were great, friendly, hard-working, customer-service oriented people with a professional attitude (front desk, dining room, chef). The porters who drove shuttle van + assisted with luggage were outstanding and awesome pros. * No one at top level understands customer service * Owner has zero hotel or customer service experience and it shows, clearly didn't get the proper hot water or heating system * Constant turnover - there's been a new GM, Chef and Dining Room manager each season that makes one wonder why they can't retain key staff members * Concern for the J1 staff - all they seem to do was clear tables and refill water glasses, appears they are getting a raw deal Food * Breakfast was decent, overpriced - only option was $25 per-person buffet * Dinners were good Compensation offered * Front desk offered to remove the $50 resort fee per night from our stay, a savings of $250. Two free breakfasts, savings of $100. Total savings $350. * A 5-night stay costs between $1,500 - $19,9950+, plus food/beverage/spa services/taxes. Rooms start at $300 (shared dorm w/ 4 bunk beds) and go up to $3,999 (penthouse suite for 4 people) per night at this property. The $50/day Resort Fee provides our guests with: (per Snowpine website) * Internet access * The Nest and the Little Nest (no idea what/were this is) * Après ski cookies and hot Chocolate (did have cookies, but were hard as a rock) * Outdoor pool and hot tub (pool was never open, hot tubs were taken over by a few families) * Ski lockers (locks frequently did not work) * In-room water bottles (did not receive water each day of stay, had to keep asking) * Laundry Facilities When we got back, looked through other reviews and saw repeats of what we experienced plus others... * No hot water in rooms (01/24/2024) - TripAdvisor review * Mold in room (12/28/2023) - TripAdvisor review * Rotting wood in room, no bottled water provided, tap water milky (10/2023) - TripAdvisor review * No heat in rooms (10/2023) - TripAdvisor review * AC issue (8/1/23) - TripAdvisor review * Mice in room - Employee review on Glass Door This place does not represent the sprit of Alta in any way, shape or form other than the location. This place should get sold to someone who knows how to run a place like this.…
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.