The Westin Monache Resort, Mammoth — Attraction in Mammoth Lakes

I'm very disappointed with my stay at the Westin this past weekend. My stay started off on the wrong foot shortly after checking in and unfortunately it did not get any better.

The first night we had issues for placing an order and after several hours of trying to get a meal delivered sent the following email and have yet to receive a response.

Good Evening, I'm writing this email to express my disappointment with my experience this evening; I opted to write an email rather than a review because I'm hoping the rest of my stay will Improve and I can provide a positive review.

My husband and I arrived after a 5hr drive and settled in, the first thing we did was search the room for a room service menu but after searching everywhere we called the service desk. We spoke to the service desk associate at 10:35 and was told a menu would be brought up to us the menu arrived over 20 minutes later. We tried to call the front desk before 11 but no one answered; we called again after 11pm and was then put on hold. After waiting on hold for 10 minutes I hung up and called again to place an order. Unfortunately because of the process of placing an order took so long we had to order from the late night menu which is very limited. Sarah the associate who took our order stated the food would arrive in 20 minutes nearly an hour later our food still had not arrived after calling the service desk again the woman who answered apologized and stated she believed someone forgot the order and she would look into it for me. At 12:40 and two hours of trying to order we still have not received our meal or a call back from our the associate looking into our dinner so I called again. The associate who answered seemed frustrated I called again and basically stated I had no food coming because dinner isn't served after 10pm. So basically we've spent the last 2 1/2 hours waiting for food that will never arrive.

I'm applaud with the service we received and even more surprised. Whenever my husband and I travel we always stay an SPG Resort because of the high quality of service we receive ,the Monache does not fall into that category. Unfortunately our experience this evening at the Monache is by far the worst experience we've ever had at not only SPG Resorts but any resort.

The following morning I hoped things would turn around but they didn't. We set up two separate reservations for our stay so we had to check out and in the following morning. When I went to check out I was greet by an unfriendly associate who seemed irritated by the people she was assisting and to make matters worse when I asked about the charges she told me I had breakfast charges on our room, considering we were on our way to breakfast that was impossible. I advised the young lady that the charges weren't ours and her response was " but theres a charge for breakfast" I advised her again that it wasn't my breakfast and that it may have had to do with the dinner fiasco from the night before.

In any case the following day we checked out again and I was helped by the same associate who was just as unfriendly but before she assisted me with my checkout she took the time give a not so nice look to a young lady she was helping before as she walked away.

I know it might not seem like it based on this review but I am a very easy going person and because of the industry I am in I try to always provide positive reviews. I do have to mention there were a few associates that were very friendly and deserve recognition, I unfortunately did not get their names but I hope by my description they receive the positive feedback they deserve.

The associates at the Bell Desk, were always friendly and responsive.

The gentleman who checked me in the 2nd afternoon seemed to know what he was doing and was very polite.

The Hostess at the Whitebark that assisted me with my coffee order on our second morning was great, she mentioned she was new but was able to handle the rush of people and was able to smile and be polite the entire time.

I'm very disappointed about this past weekend and a little surprised that I have yet to receive a response to my initial email. I will be returning to Mammoth in August and am very sad to have to find other accommodations...

This review is based on a one-night stay in early August, 2024. The reason for my rating is that from the time we checked in to about 10pm we were subjected to loud, thumping music from the "village" (outdoor shopping mall) near the hotel, and soon after 6am in the morning we were awoken by loud construction noise at a site adjacent to the hotel. (The photos show the view from our room.) Presumably the owners of the business generating the music believe that some people like that type of music, and if you are one of those people, it would have been a positive, not a negative. But personally I found it pretty much indistinguishable from construction noise. It is also possible that the music is not normally loud --- we may have just been unlucky.||Regarding the construction noise, on the page one reaches after selecting a room, where one enters one's credit card details, there are two paragraphs at the bottom with the headings "Hotel messages" and "Cancellation policy". The first paragraph begins "Active construction project adjacent to our resort" and continues with warnings about the Early Departure Charge and Resort fee. I did not notice the statement about the construction when I made the reservation. To submit the form, a box has to be check accepting the cancellation policy, and I guess I focused on that. Also, even if I had read the statement, I would not have imagined that construction would begin between 6am and 6:30am.||In my opinion, the hotel website should make the existence of the construction noise early in the morning much clearer. A notice should go on the front page, so that users see it before selecting a room. It should be in bold, and should mention explicitly that the noise begins unusually early in the morning. ||We complained about the noise when checking out and, after some back and forth, were offered a discount of about 24% on the room rate (and the waiving of the "Resort fee"), but little sympathy. (The opening offer was simply a waiving of the "resort fee", which was insulting.) According to the clerk on duty, "most people" notice the statement about the construction and call the hotel to ask how bad the noise is. (So that means that every day they are fielding dozens of phone calls about that issue?)||One point that the clerk made is that the rooms are individually owned, which, according to her, limits how they can respond to problems. If that's the case, it should also be mentioned prominently on the website for the hotel!||While we appreciate the discount, obviously nothing can compensate for having one's sleep ended shortly after 6am --- after enduring loud music for a few hours the previous evening --- and for that reason I classify my stay at the hotel as "terrible". If you like loud music and are oblivious to construction noise, you may well rate a night at the hotel differently.||It is possible that rooms on the other side of the hotel are affected less --- or maybe even not at all --- by the noise.||For the record, the bed was very comfortable and even the sofabed was reasonably comfortable.||Note that the "room details" say that the kitchen in the room has a "refrigerator" and a "mini fridge". Ours had only a mini fridge, and the freezer compartment was tiny --- far too small for the items we wanted...

We stayed at the Westin Monache Mammoth Lakes for three days in March 2018. As a Platinum Starwood member, I checked in on the mobile app on the first night of our stay and requested late check in, late check out, and made a green choice. We arrived very late due to having to put chains on our car less than 2 miles from the resort. When we checked in, there was a skeleton staff - that is to say, one (1) person working the desk/valet/concierge. He was very nice and very helpful, but failed to give us our breakfast vouchers included with our stay (which presented problems later) and did not bring us the welcome champagne he offered to us (no big deal - it was late, but why say it will be delivered and not deliver?). The short walk to the Village is great. We had done advance gear rental and it was so easy every day to get to our gear and get up the mountain to Canyon Lodge; however, when an avalanche closed down the mountain one day, we thought we would just hang at the Whitebark bar and have some food/drinks. WRONG! It took forever to even be served (I finally got my own menu as one was not offered to me). I ordered a salmon Caesar salad. The salmon was about the size of half of a dollar bill and the salad took me about 10 bites to consume in its entirety - for $19! It took more than half an hour to get a second round of drinks once we finished the first round. We returned to the restaurant for breakfast the next two days. One server complained to us about other customers and gave us a hard time about the missing breakfast vouchers (I showed her my Platinum card on my mobile wallet. Not good enough. "Some people lie" she said. I went to the front desk and got the voucher, after some difficulty getting the staff to attend to me, and then still owed $3.30 for two omlettes because the voucher was only for $30 - we even brought our own coffee with us so all that we ate was the omlettes). When I went to the desk to get the voucher I also tried to confirm my 6pm check out. I was told "if you stay a minute past 4pm we will charge you for another night." No "I'll get the manager and see what I can do." No "I see you are a platinum member. I'll make the 6pm work for you." No "We are full but you are welcome to use our facilities as long as you like." Nothing. Just repeated that if I was in the hotel one minute after check out time, I would be charged another full night. No one offered to help us with our luggage. No one offered to pull our car around for us (which we valet parked when we checked in - so we literally had to hunt it down in the parking garage). The room was acceptable. Nothing fancy but not shabby. Overall, merely an average or slightly below average stay. The convenience is the reason to stay at this Westin. If you are not skiing, stay elsewhere. Oh, and it is pet friendly, so be prepared for Fido to be barking next door or peeing on the sidewalk when you exit...