Sutton Place Hotel Revelstoke Mountain Resort — Hotel in Revelstoke

For close proximity and an on-the-mountain/ski out experience in the winter time, this couldn’t be beat in that respect only. Our summer get away at this resort last week was only a 3-star experience. It certainly was not close to a luxury resort. ||We really hope that our information here helps you to navigate and enjoy your holiday better—and in a way that helps you to make happy memories. Have a wonderful summer!||Our stay started off on a bad note. We had been trapped on the highway for 7 HOURS due to a tragic fatal vehicle accident, which was indeed sobering, so we arrived very late to the hotel at 11 pm, totally exhausted. NOTE that there is currently a detour to the resort because of road closures. It would have been lovely if they had emailed or texted this in advance—just like two of the American resorts we stayed at last year did. I can assure you that if the info is posted on their website, it was the last thing on our minds given the highway accident and late night driving we did. And for a supposed resort of this calibre, why would the onus be on us, anyway, to be checking for roadway closures to the resort? Encountering the closure—and not being familiar with Revelstoke—cost us an additional 20 minutes late at night.||I could see even in the dark when pulling up to the resort the GIANT construction zone facing a large part of the hotel. And I mean big. So upon checking in, we specifically requested NOT to be facing the construction site. Sure, progress must happen, and if I was in a downtown hotel in some city, I might endure a bad room. But for this price??? And I don’t know about you, but if I choose a resort up in the MOUNTAINS, it’s because I want to be surrounded by…mountains. Nature. In any case, they said the resort was full. So, our room was directly facing square on to the construction. It’s a terrible welcome. It’s also another way of saying, “We don’t value you—or any guests that we place in these particular rooms—with these terrible views and construction workers and debris.” If they don’t get this—which they obviously don’t—then it’s extremely short-sighted and a terrible business model. ||Important to note: in addition to facing the construction site head on, the outdoor balconies are unusable. The amount of construction dust is incredible. What’s more, the construction workers—and there is a large number of them—start work at 6 or 7 am. One of the experiences I was most looking forward to was having my earlier morning coffees out on the balcony, gazing up at the mountains. And that was out of the question. More on this below.||After checking in we had to get back in the car, with our luggage, and drive to another building and park our car in that building’s parking garage. No problem. The problem was that we had to find a cart and port our own luggage to our room. Super classy. Why could we not have pulled up to the resort, left our car briefly, checked in, dropped off our luggage, have a staff bring it to our room, while we then parked our vehicle? This isn’t a motel. It’s a “resort”. And, it’s a large resort: The maze underground is a big footprint, so finding our cart and finding our way to our room with our luggage was onerous when very tired. It was just one more arrival disappointment.|| ROOMS ||The rooms are dated and really require maintenance too. The couch is older and saggy; it also pulls out into a bed. The mattress is about 2 inches thick and totally sags in the middle. Virtually unusable. The main bed in the bedroom featured an old, saggy and lumpy mattress. It was terrible and very uncomfortable. ||It’s a weird comment, but there just wasn’t enough lighting in the bedroom and I could barely see in to the closet to find my stuff. You’d have to be there to see what I mean. The closet doors and main bedroom door interfere with each other and overlap, restricting access.||The hotel lobby is quite nice and fairly spacious.|| HOUSEKEEPING ||We asked for an additional blanket for one of the beds and…a large black tablecloth (!) was brought. Not kidding. Were they thinking that would provide additional warmth? ||Our room was not serviced one entire day. They just didn’t do it. Or forgot. Or something. When we asked the next day, they asked if we put our DND sign on the door. Nope. Didn’t even see such a sign to hang.|| POOL ||The pool was a popular spot for the kids. It’s a nice spot. It was pretty dirty and likely needs cleaning more often. || FOOD ||Note that currently nothing opens until 8 am, and then the queue at La Baguette is long right when it opens. As folks on vacation, and not wanting to cook at all, 8 am is way too late. The weather was really hot so it was important for us to get on the road early to do our hiking. There is coffee in the lobby (very watered down), and considering the late restaurant opening times, pastries, bagels, etc, would be a nice touch in the lobby. Especially for the high room rate. Many hotels provide a few snacks in the lobby nowadays. Doing so is just being mindful of customers and their needs. We went to the store and purchased our own coffee for our in-room coffee machine and our own tea bags.||We really liked the food at the Rockford (and great service, too!). And the food at La Baguette was scrumptious!|| ENVIRONMENTAL CONCERNS ||We didn’t see any recycling bins or notices in our room. If they were there, we didn’t come across them. The lobby also has bottled water in a bin. Many environmentally conscious hotels don’t do bottled water anymore—they provide lobby- and room- level water filling stations now.|| SERVICE ||May I say just how lovely the check-in staff—as virtually almost every other hotel staff member—was to us. They truly could not have been more helpful, welcoming, and smiley towards us. The concierge woman (I’m sorry that I didn’t get her name) provided wonderful info and super friendly service too. And we truly valued and appreciated this. Thank you! Many of the staff were really the best feature of this resort. The one exception—strangely—was the front desk supervisor/manager. When I voiced concerns about the room and its facing a large construction zone the day after our arrival, at no time did he validate my experience and opinion. Doing so is really management level 101. “I’m so sorry for your experience! I completely understand your concerns and your experience. This isn’t who we want to be and how we want to treat our valued guests. How can we make this better and right for you?” This is all he needed to say, but absolutely did NOT. It’s not hard. No, instead, he was officious, and had a bad tone, verging on argumentative. Being customer-centric is about listening, validating, and immediately figuring out what the CUSTOMER needs and wants from their hotel experience. And not what the staff member thinks the customer should want. “We don’t charge for our room views”, he said. I mean, really! That’s the excuse you’re going with? And he said a lot more, which I won’t bore you with. None of which was welcoming, validating or apologetic. He lost me as a customer right at that point, and we’ll never be back to the Resort. He did go on to offer to change us to a new room (in a begrudging manner). But the problem is, they gave us the room they did the night before, upon check in, so we had ALREADY spent one night in the room. Additionally, during our conversation, he wasn’t listening to me to uncover our needs or the “pain point” for us: We had just been stuck on the highway for 7 hours the day before, and so we were exhausted the next day (the day we were speaking), and my father is 86. We had lost an entire day of our vacation. We didn’t THEN want to fool around with repacking our stuff and moving to yet another room. It’s a hassle for guests, whether or not it’s a solution. And it’s just more waste of our time. So, the only other option which I had to ask for, was a room price discount. He did NOT offer this, which is unbelievable. He relented and then only gave us only a small, very nominal, discount. The amount almost wasn’t even worth the hassle that was caused, and creates such a poor impression. This staff member definitely needs more coaching and training in his verbal skills and manner in order to be successful.||In case the hotel management are interested in listening now, here is what we would have liked to have happened: First, people are electing to stay at your resort. Do value their precious time and money. They picked you as their special place! Be grateful for their patronage. One of the ways you can value them is to NOT rent out ANY of the rooms facing the ginormous construction site. That’s right. Don’t put your customers in these rooms in the first place, only for them to be dissatisfied, and then have to take it up with you, or move rooms, or beg for a price discount, or stay silent and seethe because they can’t be bothered (we spoke with other hotel guests in the pool where the latter was the case; additionally you have a reviewer or two on here who bravely complained about this before our stay, and yet you were unresponsive to their feedback!) Do understand that you are creating a hassle for guests, and no one wants a hassle on their treasured vacation. OR, alternatively, upon check in, you could canvass guests for their ability/willingness to stay in a VASTLY discounted construction-site room view/experience. You’d have to clearly and honestly outline the detriments: very poor room view, early start and construction workers, and unusable balcony due to dust, etc. But that is an option to recoup your loss on these bad rooms. There would likely be some budget travellers who would go for them. Know this: renting out these bad rooms, reeks of a money grab. It stinks of cheapness. And it speaks volumes about your desire (or lack there of) to be customer-centric. And for us, putting us in our room in the first place, AND the manner/tone in which the voiced concerns was responded to, really negatively impacted our vacation.|| GUEST RECOMMENDATIONS ||Call before your trip this summer and fall and find out where your room will be located. Should you be placed in an unfortunate room due to full occupancy, negotiate a lower price asap. Ideally before you get there, in case you are tired after your trip.||If you are early risers, bring your own breakfast and coffee for the room.||Note the road closure leading to the resort. If you go the different direction, there are great DETOUR signs in place. All you have to do is follow them.||Manage your expectations. It’s a large resort, so there is lots of great walking around to do. And most of the staff are just lovely. But that aside, it is more of a three-star experience, so know that. Personally, we just didn’t feel it delivered on Value, for what we got. The room rate was about a solid $100 too high for their...

We visited this hotel in Feb 2020 as a group of three guys for a ski week. We were looking forward to a great week staying in a luxury resort right on the hill. We have been to RMR twice before always staying in town, which is close by but we wanted to have the convenience of accommodations right at the base of the mountain. The Sutton is the only choice for this type of accommodation. They charge a premium price as there is no competition so you would expect a premium level of service and features. Unfortunately this was not the case. We found out that many of the rooms are owned units that are rented out. Ours, room 2324, was one of those. Since we did not see other units we can't speak for others but we were told they are all held to the same standard. First, the service is very good. Our check-in was smooth and questions were answered quickly. The public areas are kept clean and look nice. however, there were many issues after that. Our two bedroom apartment was quite small. Everything is sort of crammed in. With the sofa bed out you couldn't move around the kitchen table and the person using the sofa bed had nowhere to put their belongings. Moving in the kitchen area was an issue if more than one person wanted to cook. The dishware was comically small. No real bowls, tiny cups, etc. We actually went into town to a second hand store to buy bowls and cups we could use for meals. None of thermostats, there were three, could be controlled and we got no help from the staff on this. The ski locker was too small for all our skis and boards. There were only three of us. We kept one pair in our vehicle in the garage to help with this. They also only gave us two keys, originally only one. This led to some logistical problems with our coming and going for the day of skiing/boarding. The lighting is weird. Seems like a funny comment, I know but it was an issue reading sometimes. Not bright enough? We noticed you can't have a shower between 5-6 pm. Unless you want it cold. It seemed a consistent issue. We started to plan our showers for earlier or later when we could get hot water. I can understand that time being the most popular after coming off the mountain but it's a luxury resort not a motel! The hotel wants to nickel and dime you. For instance, they offer that they have 5000 channels for the TV's. However, you actually get basic cable and then have the option of paying for channels you want! The TV's provided are not smart TV's so you could not sign-in to Netflix or other streaming services. You could not throw content from your tablet or phone to said TV's. I can do this at many other hotels or condo units which do not claim to be so luxurious. The bathrooms had no cups for toothbrushes or for rinsing. Small issue but again, it's supposed to be a luxury resort. As this is a mountain resort for skiing/boarding in the winter, there was nowhere to dry your gear. Other places we have stayed provided boot dryers, gear racks, etc. Two elevators are not enough to service the available rooms. You can wait quite awhile mornings and evenings.

Some good things. The garage is heated and fairly spacious The hot tub area is nice, with two hot tubs and a heated pool which was needed as overflow for the busy hot tubs The units have nice balconies.

If this had been a 3-star resort a lot of these issues would be expected. However at this price point these problems become an issue. We paid $1600 for the Friday night of our stay. You expect a lot for that money. I don't believe we will return to the Sutton for our next trip to RMR. We had much better accommodation in town and the restaurants there are far better. I cannot recommend staying at this resort unless ski in/out is...

Title: Fantastic Amenities, Mixed Service Experience

Rating: ⭐⭐⭐

Review: I recently had the opportunity to stay at a resort that boasted an impressive array of amenities. From the outdoor heated pool and breathtaking natural beauty to the exhilarating mountain coaster and multiple dining options, there was no shortage of things to enjoy. However, my experience with the service left something to be desired.

Upon arrival, the front desk staff were initially welcoming, but as my stay progressed, I noticed a lack of consistent engagement. Throughout my visit, they rarely greeted guests, seemed engrossed in personal conversations, and didn't offer proactive assistance. It would have been appreciated to receive a warm greeting or helpful suggestions during my stay.

One aspect that disappointed me was the directions provided to the pool. When inquiring about the pool's location, I was directed to walk through the parking garage. It struck me as odd to traverse a garage parking lot in my swimwear and slippers when there could have been a more scenic and pleasant route available. It would have been preferable to have a dedicated pathway or clearer directions to access the pool area.

Furthermore, the lack of accurate information from the guest service agents was frustrating. I called to inquire about obtaining water and was informed that there was a vending machine on the second floor. However, upon reaching the indicated location, I discovered that only soft drinks were available, and no water was present. When I called again to clarify, I encountered a guest service agent who was eating and not very helpful. They suggested either purchasing an eight-dollar bottle of water from behind the counter or driving into town to find my own water. This miscommunication and inconvenience were disappointing.

Despite the service shortcomings, the resort did offer good value overall. The amenities provided were impressive, and the scenic natural surroundings were truly captivating. The variety of dining options also added to the resort's appeal. If the service aspect could be improved to match the quality of the amenities, it would elevate the overall experience significantly.

In conclusion, while the resort's amenities, including the outdoor heated pool, natural beauty, mountain coaster, and restaurants, were exceptional, the service experience was inconsistent and at times disappointing. For those who prioritize a seamless and attentive service, it may be worth exploring alternative options. However, if you're primarily seeking a resort with a range of amenities at a good value, this place could still be a...