Gravity Haus Teton Village — Hotel in Jackson

Overall the stay was nice, I’d say our experience was a positive one...however not 5 stars. The first room we checked into was very drafty as the door was not secure and could have possibly been broken into, immediately after checking in ‘Daniel’ a nice guest service agent helped change the rooms for us. We certainly enjoyed our second room due to its close proximity to the hot tub, large closet, nice configuration and views of some of the Grand Tetons. I will make mention I did not think the rest of the guest staff was dressed appropriately, the one person was wearing sweat pants and a old T-Shirt which I thought was not professional. I would think Mountain Casual would have been suffice but I guess dress code is not in their handbooks just yet.

The hotel is within walking distance from the ski resort JHMR which also allowed us to have that “Ski in -Ski out” feel.

The hotel bar and grill had some ups and downs experience. Hats off to the chef, if it wasn’t for some of your wait staff this resturant would be 5 stars. The dinner was tasty and the breakfast burrito is FANTASTIC. A positive experience with One of the Bar managers (evening manager) - who was onboarding with the Acquisition from Sage Hospitality helped us on many occasions my friend and I had some very good interactions with him, I wish I remembered his name. He was kind, friendly, and very attentive. Our water glasses were always filled especially when we first arrived (trying to acclimate to high altitude from sea level). I will say, we did experience one terrible breakfast attendant, I felt he was sub par with his customer service and needed to be retrained. Claiming to be a breakfast or restaurant supervisor / manager, I felt his service was pathetic at best, one instance was the “to go” cups of orange juice were larger than the “sit down” cups, so I made mention to him about the fact that I thought it would have been a tall glass seeing how the cup is $3.00 per glass. He immediately blamed one of his staff Members and said “oh I must retrain them on the to go cups” the next morning I was being helped by a very nice woman, kind and friendly, and this supervisor was behind her as I was placing My order, as I asked for a “to go cup” with the rest of my order because we could not sit down and eat, as I placed my order he immediately turned his head around to see that it was me, quickly stopped making a cup of coffee for the other guest and went to the fridge and proceeded to pour me the smallest plastic cup of orange juice I’ve ever seen. It was probably 1/4 of the way full. I was taken back, almost as if he went out of his way to make a point about the fact that the to go cup is much taller than the regular glass of orange juice served, yet every other person I saw had a full glass. I almost refused but he quickly realized how upset I was that he made a fool of himself by filling the cup up to the very top as he put the lid on orange juice spilled all over the counter, as the young girl helping me looked at me and immediately shared remorse for his actions. I did not return to have breakfast with him for the duration of my trip. I feel he needs much more training on customer service and to be consistent with his customers. I felt he singled me out which is not appropriate.

Overall the hotel was worth the money, understanding there was a recent ownership transition and the fact that the training was still being held I am giving it 4 Stars. I feel 3 stars would not be a fair assessment and I can not give thIs hotel 5 stars, maybe on...

It’s been several weeks since our stay and I’ve put together what I consider to be a thoughtful and candid review of our experience.

Continuum hosted our rehearsal dinner as well as our wedding guests over a weekend. The rehearsal dinner was absolutely wonderful - the executive chef really nailed it and our family and friends were highly complimentary of the entire evening. The sales manager was also able to deliver on a specific room amenity requested before arriving which was a highlight! That, plus the unexpected bottle of champagne for us at dinner, were very nice touches.

That said, there were several communication blunders that made our experience less than enjoyable overall.

The day before our wedding, the last thing we wanted to deal with were complaints from guests about our chosen hotel. While we understand cleaning service protocol changed given the environment, the front desk seemed to give different info to different people, stating to some that cleaning was honored by request only. Even after cleaning was requested, rooms were left dirty. Towels took four hours to arrive. Etc etc. As the bride, I too requested a cleaning service the day before our wedding to ensure the room was looking good for “getting ready” photos to be taken in the morning. This was apparently a big deal, as it took three conversations (including one with the GM) to make it happen. I was told it was cleaned but in reality, the trash was emptied and that was it. No new towels, the dirty towels placed by the door weren’t picked up, the dirty cutting board and empty ice bucket that had been delivered were still in the middle of the room. So, I spent a lot of time talking to staff and tracking down someone who could help with a simple room cleaning.

On the day of our wedding, there was an unauthorized $4,000 charge to my husbands credit card. It was some mix up that the sales manager pinned on the night staff - who knows. It took several days to get the charge reversed, only for it to happen AGAIN while we were on our honeymoon - Another unauthorized $4,000 charge. It took about a week for the second incident to be resolved.

Rehearsal dinner was phenomenal but there was a menu error (wrong side dish), a typo on the drink menu at the bar (that would have taken one min to reprint), and we were told each guest would be given one cocktail with their meal via drink ticket. We had elected to have an open bar for our guests (no cash bar) but I had to remind the servers of this during the dinner. After we got back from our honeymoon, we were sent an invoice that confirmed that the drink tickets were, in fact, a supplemental cost to the per plate cost we were previously given. The additional cost wasn’t as big of an issue as the correspondence with the sales manager about the mix up.

The team took zero accountability for the several miscommunications and it seemed clear to me that the commission was made and the sales manager checked out. He was not present for our event even though he was our main point of contact. We didn’t ask for any type of compensation for the back and forth and unnecessary stress caused to my husband, myself, and our traveling family. But the least the hotel could do would be to not send us a bill for more money after we expressed our disappointment while we were there.

After all is said and done, I would have chosen an alternate venue for our wedding weekend. Continuum was a blemish on an otherwise perfect day.

Hopefully this is helpful for anyone looking to book a special event...

The location is great.

The rest of the experience doesn't live up to their marketing or price point. In summary, it looks like they spent all their money on a very talented marketing/photography team and ran out when it comes to hospitality and finishing touches to make this place worth the asking price.

The images you see on their website and social media only somewhat resemble reality. There is a hot tub, but most of the jets aren't working and tiles are missing around the edge. The pool deck looks like it was hastily finished with a concerning combination of metal plates and concrete, not what you'd expect from a hotel asking $400+ a night and claiming to be a luxury boutique hotel.

Hospitality could have brought the experience up a star despite the maintenance needs. Unfortunately the front desk worker was far from hospitable. From the moment I checked in every time I spoke to him seemed like I was being a bother. I felt like I was being rushed and the only thing he was interested in was getting my credit card information. I asked about laundry facilities and was rudely told they don't have those and I'd have to drive into town. Pretty odd for a ski slope hotel not to offer that, even the very much less expensive place next store has coin op machines. Heck the campgrounds in the national park have laundry facilities.

On to the room. There must be some rooms on the property that are nicer but the king suite with a kitchenette resembled something from a roadside motel with a hasty renovation. The AC unit was a wall unit that looked dated with no remote control for the ac/heat. The tub was slow to drain. The kitchenette was nice to have but there was no lighting anywhere near the kitchenette, which made light food prep and washing dishes a frustrating experience. There's a pull out sofa in the room but bedding for it was nowhere to be found. No fitted sheet on the king bed, just a flat sheet that barely covers the surface of the bed which seemed less than ideal. The only redeeming factor of our room was the fireplace. The coffee in the room was hard to drink. Finally, the rooms weren't insulated for noise. Thankfully we weren't near loud guests because any talking or movement from outside carried right into our room.

Next time I'll just drive into town and save myself the trouble, the location isn't worth the lackluster service and amenities. I'd have to drive into town to get laundry done, have reliable EV charging, or get a decent breakfast for under $30 a plate so I might as well stay there and likely find better customer service and accommodations. This hotel must be banking on marketing and creatively angled photography to get one time only reservations from out of staters because I don't imagine they're getting many repeat customers. It could have been great but the lack of hospitality and finishing touches on the rooms and pool area...