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Reviewed September 7, 2018

This is a long overdue review. I want to start by personally thanking Ryan Lamanuzzi, Erica Marella, and Sandra Alejandre in providing exceptional customer service when we had an issue with the air conditioning in the room. The room itself was large and comfortable and clean. The front desk crew worked with us to provide a new room at our request despite the busy weekend. They were very accommodating to my request. Unknown to them, my wife was recovering from an emergency appendectomy, hence our motivation for moving rooms given the situation.

We absolutely love the hotel and location in Mammoth. It is so nice to be able to walk out to multiple dining and drinking options nearby. The pool was a favorite day and night for our kids. And of course the attentive staff that kept our visit on track (including the valet who told us about his appendectomy while in college...).

  • Stayed: July 2018, travelled with family
    • Rooms
    • Cleanliness
    • Service
Thank 537accounting
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Leisha B, General Manager at The Westin Monache Resort, Mammoth, responded to this reviewResponded September 8, 2018

Dear Valued Guest,

Thank you for sharing your experience at The Westin Monache! I am so glad to hear that you and your family enjoyed your visit!

With our location in The Village and being one of the few hotels in town with air conditioning, the Westin Monache is a great place to get away from the heat and enjoy Mammoth Lakes. I apologize you experienced issues with the air conditioning in your original room but am happy to hear that our staff was able to appropriately address the situation.

Best wishes to your wife for a speedy recovery, and hopefully we will see you again soon at our hotel!

Warm regards,
Leisha Baldwin

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Reviewed September 3, 2018 via mobile

Nice and friendly staff clean and large rooms. Hotel pool is heated loved it since we went when it was a little cold.free parking . Lots of things to do around and great view when u are in the pool nice and relaxing..

Stayed: June 2018, travelled with family
Thank migdaliatorres33mt
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Leisha B, General Manager at The Westin Monache Resort, Mammoth, responded to this reviewResponded September 4, 2018

Dear Valued Guest,

Thank you for sharing your recent experience at The Westin Monache. I am glad you enjoyed your visit with us and that you got to experience the amazing Eastern Sierras!

We do heat our pool year round so that it always provides a refreshing experience, no matter what the weather. Our staff also strives to provide friendly service and clean rooms so it is nice to hear that we achieved these standards for your visit.

If your travels return you to Mammoth Lakes, we hope to see you again at The Westin Monache.

Best regards,
Leisha Baldwin

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Reviewed September 3, 2018 via mobile

We recently stayed at the Westin in Mammoth Mountain for our anniversary and were rather disappointed in our stay, especially for the high rate we paid for the room. The biggest disappointment was when we turned down our bed for the night and noticed there was dog hair all over the pillows and sheets - we do not own a dog a did not have a dog in our room at any point. Rather disgusting to lay in a bed with pet hair all over it. There was dog hair all over the couch in the lounge area as well so we could not relax comfortably anywhere in the room. It was already 10pm and we had to call downstairs and ask housekeeping to come up and change the sheets just so we could go to bed after a long day. When we were checking out, the front desk agent asked how our stay was and we told her this information and she did not even apologize let alone offer a solution - she completely ignored our comments. Because of this experience we will most likely not choose to stay in a Westin in the future - it has left a bad taste in our mouth about the quality and care for customers. Not what we had in mind for celebrating our wedding anniversary.

Stayed: September 2018, travelled as a couple
1  Thank CourtneyLynette
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Leisha B, General Manager at The Westin Monache Resort, Mammoth, responded to this reviewResponded September 4, 2018

Dear CourtneyLynette.

I am so sorry we did not provide a relaxing and rejuvenating experience for your anniversary trip. I appreciate you taking the time to let us know of your poor experience so that we can work to make improvements, as this is definitely not indicative of the service or experience we wish to offer our guests.

We love that Westin is pet friendly, and our guests are able to bring their beloved family members on their vacation. However, we do need to ensure that remnants of our special guests are not left behind. We do have special cleaning procedures in place to remove pet evidence from rooms upon departure, and I apologize that we fell short of properly cleaning your room for your arrival. I also apologize that our front desk staff did not take care of you upon departure and will follow up with them as we want all of our guests leaving feeling happy and relaxed.

I feel awful that we did not provide you a special anniversary stay and would love to bring you back again to offer you the stay you should have experienced the first time. Please contact me directly at Leisha.baldwin@westinmammoth.com so I can offer you a certificate to return as our special guests.

Warm regards,
Leisha

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Reviewed September 2, 2018

Overall, we liked the hotel. which was a last minute change due to Yosemite NP being closed (and so we were not able to stay in our planned hotel). It was well designed, well appointed and had a good vibe. We noticed that the hotel was pet friendly with guests getting into the lift with their pet dogs.

The hotel is in a good location close to the Village and the stop to the courtesy bus services around the town, and to the main lodge (where you can get the gondala to the top of Mammoth Mountain). As an aside, the buses were always on time and very frequent.

Service from staff was very variable - we found it excellent in the restaurant, the concierge, and with the car valets, but on reception (check in, check out and at other times when we had queries) it was perfunctory bordering on rude, and also poor service (see below).

The hotel has a nice pool which we used during the stay. There was a very small hotel shop, which never seemed to be open (it could do with a larger and open shop).

The smoke from what we assume was the Ferguson Fire affecting Yosemite was noticeable during our stay - you could even smell smoke in our room, as well as around the town.

The bedroom was extremely spacious, with a lounge area and fireplace. The only downside was it was the only room of eight we stayed in our fly drive trip which didn't have a proper bed for our daughter - instead it was the sofa turned into a bed. There was also a bed type area against the panoramic window with a wonderful view of pine trees.

The hotel has a resort fee of c $30 dollars (including taxes) per night, on top of advertised booking fee.

The chamber maids did make the beds, but in a very slovenly way - we could have done a much better job, but our usual experience of hotels is that chamber maids do a much better job than we could do. So this was very odd - it is not something we have experienced before, and we were not sure of the reason for it. We stayed in 8 hotels on our fly drive trip and did experience this at one other hotel.

In addition, during our stay we were only given one small bottle of shower gel, which was used up during the first day, and was not replaced.

We took a currency card with us for our trip and the company advised us not to use the card when checking in (ie for taking the pre-authorisation) so we used a credit card for this. On check out the receptionist automatically used the credit card, without checking (something I have never experienced before). So we asked her to refund the card and use the currency card (I have not yet checked to see if the refund has come through on the credit card). She then used the currency card, but a few days later we discovered that for some reason she had pre-authorised it before charging the costs we had put to our room. This was c $300 and this pre-authorisation meant that in effect the currency card was charged twice. An issue that would automatically resolve itself, but AFTER returning home, so we had lost $300 we had put on the currency card. After discovering this, we spent several hours trying to resolve it (with the card company and the hotel) but once the hotel was made aware it did resolve things fairly quickly. Whist this was a flaw with the currency card it was an issue that only happened because of the actions of the receptionist.

We would have rated this 5 if reception and chamber maids had been a different experience, but this drops further to 3 for the poor experience from the receptionist on check out, because of the impact it made on time lost at our next destination.

  • Stayed: August 2018, travelled with family
    • Value
    • Location
    • Service
1  Thank GJC50
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Leisha B, General Manager at The Westin Monache Resort, Mammoth, responded to this reviewResponded September 3, 2018

Dear GJC50,

I apologize that our front desk and housekeeping staff did not provide you the level of service we wish our guests to enjoy, and I appreciate you letting us know so we can address with our associates.

We wish our guests to have a smooth payment experience, and I am sorry that you experienced frustration with your credit and currency cards. Our computer system is set up to always call for authorization. Unfortunately without the authorization we are unable to charge the card. This is very typical with hotels, but sadly can lead to difficulties with debit and currency cards. But please understand, this was not something that our staff member caused intentionally.

The Eastern Sierra has experienced several wild fires this summer which caused many of our guests to have to change plans and at times made our area very smoky. I hope that you were still able to enjoy our beautiful mountains.

Thank you for providing feedback from your recent visit with us, and we hope to see you again at The Westin Monache if your travels bring you back to the Eastern Sierras.

Best regards,
Leisha Baldwin

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Reviewed September 1, 2018 via mobile

Our one night stop off here was extended to 2 due to the fires in Yosemite. Upon arrival we requested to change our room to a 2 bedroom studio as our sons are 27 and 17 and would need their own space for this extra time,this was no problem and amended with no fuss by the cheerful and polite lady on reception Janet and duty manager Ryan

Clean and spacious hotel, friendly and very helpful staff. Stunning location. It was wonderful to sit on balcony with a coffee admiring the mountain in background and trying to imagine this place packed full of snow.
It's ideally located, just a 2 minute walk to the village.
The guest laundry room was a godsend as we were day 9 into our 16 night road trip.

Our studio was thoughtfully furnished and stocked with everything one may need to prepare and cook meals.

I was charmed by the complimentary bottle of lavender to put on pillows to aid sleep.

I highly recommend this lovely and relaxing hotel.

Stayed: August 2018, travelled with family
1  Thank youvegottolaugh
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Leisha B, General Manager at The Westin Monache Resort, Mammoth, responded to this reviewResponded September 3, 2018

Dear Youvegottolaugh,

The fires in the Eastern Sierra this year have played havoc with everyone's vacation plans, and I'm glad we were able to help your family enjoy their time in our beautiful mountains!

Our fully-stocked condos and our location in The Village provide added conveniences to our guests' stays. Hopefully we provided you with a little rest and relaxation in the middle of your road trip.

If your travels ever return you to Mammoth Lakes, we look forward to seeing you again at The Westin Monache,

Warm regards,
Leisha

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