Snowpine Lodge — Hotel in Alta

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...

We stayed 5 days at snowpine lodge. Been skiing almost every year since i was 9 and heard so much about utah and how wonderful it was. My wife and 2 children loved the videos and pictures online we saw. Snowpine lodge seemed just perfect for us. Then we arrived. Its actually pretty small compared to others ive stayed at. But this was just the tip of the iceberg. When we arrived they were having multiple maintenance issues with the hotel, mainly the kitchen was down and we had only sandwiches. So my wife and i decided to have a cocktail and relax after sandwiches for dinner. I couldnt take my bottle back to the room unless we opened it and let them see us drinking it. Couldnt order a double tall, instead got attitude from the bartender who replied “if you have an issue blame the mormons!” Front desk couldnt answer any of our questions about the town, amenities or skiing, no knowledge of pricing, constant “ I don’t know, but I’ll find out…” It’s like none of the people working there had any idea what they were doing or what was going on. THEN we woke up and went to breakfast. on the website, it advertises free breakfast, let me reiterate, the breakfast is not free. $25 per person for stale and hard pankcakes, powdered eggs and coffee that tasted like brown water not even remotely resembling coffee in any way shape or form. So for a family of four were expected to fork over $200 every morning for a breakfast hawthorn suites could top. Also i got a cappucino and didn’t eat while my son had breakfast and the waiter tried to bill us $50? So i got a $25 cappuccino???? But wait theres more! there is zero parking in front of the hotel and you’re required valet park your car, by which the front desk fun police always take your keys from you and it’s a hassle to constantly ask for my keys every time I wanted to take the family into town or drive up my five-year-old daughter to the top of the hill to ski school. twice I went to retrieve my keys and the front desk Host had no idea where they were, fumbled around in the desk for 15 minutes that he did didn’t find the keys in the first time, and finally got help, and found them in a lock box in another room, very disturbing. once again, it’s like nobody that works here has any clue what they’re doing or what’s going on. also have the staff don’t speak English, several times we sat down at the Gulch pub to eat, and Was going to tell our server our drink order only to find out the only English words, the person pouring our water, knew were “not server” And just walked off. Fortunately, I’m fluent in Spanish and that saved me with their non-English speaking staff several times. now we have the rooms, I had my wife and I, my 14-year-old son and my five-year-old daughter, in a room, basically the size of a large broom closet. it was a tiny refrigerator and no microwave, the room was stocked with two waters, They never came to clean the room, turn over the sheets, empty the trash out of our room, or even bring us fresh towels. Several times I had to go to the front desk and ask for Services a best western gives you by default. The AC didn’t work and no matter what temperature we put it on it never turned on, you can’t open the windows from inside the hotel, but the hallway windows open up, because that makes sense. And we also ran out of toilet paper, which I had to go embarrassingly beg the front desk clerk for. The heated pool wasn’t heated, so the kiddos had to play in the hot tub with us, which was probably the only redeeming factor of the entire trip. Oh, by the way, I kept my car keys for three days and my family explored some of the restaurants in Park city, until the front desk valet police stopped me in the doorway and demanded my car keys from me like I was a child. we brought a sled for my daughter to find out she can’t use it at the lodge so that broke her heart. Also very rude staff. This isn’t even the full extent of the nightmare, but needless to say, I will never stay at Alta or even go back to Utah after this. This experience...

We celebrated our wedding at the Snowpine over October 3-5th weekend surrounded by family and friends. We overall had such a fun time! We booked out the entire lodge so it was just family and friends Friday and Saturday night. We had an unexpected snowstorm roll in to dump 8+ inches, and the staff worked very hard to accomodate our change in plans since we had planned for the ceremony and cocktail hour to be outdoors. We had to rent a tent at the last minute and heaters, and the staff served us cocktails in the cold and snowy weather, moving everything when weather got too bad to stay outdoors. The owners even came down to say hi while I was getting ready, and we saw them helping shovel off the snow on our big tent, and when the tent company forgot to provide us with a door for the tent, the owner found something that worked for it instead. Truly above and beyond service! We worked closely with Joan planning our wedding the past year and she was great, super responsive to questions and emails, and a really nice, calm person! Joan is amazing. We also worked a lot with Michael K (I forget his last name but he was the new banquet manager I believe), he also went above and beyond to help us have the smoothest, least stressful, and fun wedding day! Also, HT was wonderful and helped us a lot during our rehearsal dinner at Swens when we needed anything. The staff absolutely crushed it! The game room was very fun, and the hot tub was really nice. My only complaint there was that they had two hot tubs, but only one was open, and they are small, so we filled up one quickly, and other family and friends couldn't fit, it was WAY too cold to use the pool. When we asked about opening the other hot tub, they refused. The food was delicious, especially the banquet dinner for our wedding reception. They did mess up one of the dishes and forgot the kids meals (luckily we chose the buffet with mac-n-cheese so everyone was happy still) and when I let them know they were apologetic and discounted the meals to compensate which was very nice. Mistakes happen, and we appreciated how they handled it afterwards! Our room was beautiful, we stayed in a King on the C floor with the big balcony and loved it! My parents booked the Suite on the C floor, and unfortunately there is a constant loud hum noise from the spa that is the floor below, and they had a really hard time sleeping with the noise. On their last night they were finally moved to a different room. The suite also has a kitchen without a sink to do any dishes! And when cleaning service came to clean rooms they wouldn't do any dishes either, so my parents ended up having to take the dishes into the bathroom sink to wash them. Very odd, that room could really use an update!!! Breakfast was delicious, the service was just very slow to be honest. Like 30 minutes to get a first cup of coffee, over an hour for food and that was with the restaurant not very full. My family has stayed in many hotels up the canyon and they all have a complimentary coffee/tea bar that is stocked in the mornings for quick coffee, but the Snowpine has nothing like this. My friends said they paid $10 for 2 cups of tea! For a hotel that is this expensive and nice, having complimentary drip coffee and tea seems like a no-brainer to help with customer service!! Just throwing that out there if you guys are looking for small ways to improve! Overall we had an amazing weekend at the Snowpine celebrating our wedding! 10/10 would do it again, rain or shine or lightening and hail and a foot of snow (we...