Hotel Jackson — Hotel in Jackson

There are several reasons for my score. First off, Hotel Jackson prides itself in its awards and accolades. They also signal they are high quality through the prices of the rooms. This brings it under high scrutiny. In our experience, the standard was not met unfortunately.

I’ll go through why in chronological order of events. When I booked the room I added comments about getting reservations for dinner. The concierge replied with a suggested restaurant and offered to book the reservation. Later, I replied to the email with affirmation that I would like the reservation made. I also asked additional questions about other meals and activities. This email was not responded to. Then I emailed again, this time to the generic concierge email address. Once again, no response. I added a 1-star Google review of the hotel listing these grievances before we arrived. Finally someone in marketing was paying attention and reached out. Then the emails started getting through. And someone called me to go over the details. In that call the concierge said we did not need reservations to participate in the zip line or adventure course activities at Snow King. This proved to be false. When we arrived at Snow King Saturday morning we were told that all the time slots to do the adventure course and zip line were filled!! We were disappointed. The kind lady in charge had sympathy on us and was willing to squeeze us in to at least one of the activities, but not both. The concierge failed us.

Now the room itself. The walls and floors are paper thin. We could hear every footstep of the people staying above us and every drunken rant of the people staying next to us. Every box thrown in the dumpster outside our window. I can see why ear plugs are part of your bathroom kit. Something I’ve never seen before. Especially from a room with this rate. The television controls are so laggy and slow, the delay when pushing the buttons made it feel like I was using dial up internet. Also, why doesn’t the TV get Fox?!? Is that not a free broadcast channel everywhere? We tried tuning in the Yankees Red Sox game, but no Fox. The stereo looks nice, but was complicated to connect my Bluetooth device (and I’m a director at a software company, not a tech dummy). The USB-A ports in the desk were either broken or not intended for charging devices. The mini fridge could’ve been better stocked with more options. For a hotel like this, I’d expected to be asked what I wanted stocked in the mini fridge. That would have been a simple, easy to execute gesture that would’ve set expectations. The housekeeping service was great. Attention to details was nice. The shower was amazing. The staff was friendly and willing to help. The manager seemed willing to help, but never replied to my email while we were staying and at this point it’s too late. The valets were great. Room service Sunday morning for breakfast arrived right on time. I did get the sense though that this was not common. The nice gal who wheeled in our breakfast didn’t really know where to set it up (there was only one obvious place). She didn’t ask us to review the meals and see if all was correct or anything was missing (an easy step considering she’s standing in front of us). Instead I get handed a bill to sign and then off she goes. That’s when we sit down to discover there is no syrup for the French toast and no salt and pepper for the eggs or potatoes. Seemed like an easy layup to make.

So, you tell me, does this sound like all the makings of a 5 star hotel? Friendliness and cleanliness can only go so far. Competency and attention to detail are what get you over the finish line. And honesty about why earplugs are provided would have set expectations. Hoping we wouldn’t notice is a risky gamble. Nice hotel. Overpriced, overpromised, and underdelivered. I’ve had better experiences in The Grand America in SLC or at Stein Eriksen in Park City, for substantially less cost in rooms twice the size. Maybe it’s just a...

Six of us recently stayed at the Hotel Jackson for what was to be a three night stay. We had three rooms- a suite at 1200$/night and two rooms at 600$/night. On the second night of our trip we went to Smokin Iron for dinner- what we were told is a hotel restaurant in the back of the hotel. We were seated by a man we later learned to be Dorion Darwiche, a self proclaimed part owner of the hotel and son of Jim Darwiche the owner of the hotel. Our waitress asked for our drink order with Darwiche over her shoulder. I asked for a beer in a bottle. He abruptly said they only had draft and when I didn't want that he rudely looked at me and said " what's the difference?" And told the waitress to get me a draft beer. He then gave us menus and told us that their food was great but they were out of almost 50% of their menu- they are a bbq place and they were out of chicken and another meat. When we said that was a problem he became agitated and zeroed in on me, one of 3 women in the group. He looked severly at me asking what was the problem then put his hand on me ,said he was Dorion a part owner and asked what the last name of my reservation was. I felt uncomfortable and unsafe with his touching me and his controlling tone, so I gave him a fake last name. So, not having received our drinks, we Decided to go to another restaurant. He told us we could not because our drinks were coming. We looked at the bar and there were no drinks so we got up and left. We went and had dinner and I was visibly upset over Dorion Darwiche's' behavior towards me. We returned to the hotel and my husband complained to the front desk manager Lyenne, who Dorion had already talked to. She said he had come to the front desk and asked for my room number...and she gave it to him! So my husband demanded to speak to the owner, his father, and he was called. Jim Darwiche and his wife denied any rude or inappropriate behavior by their son and claimed we walked out on our drink bill which was a lie. We left because of Dorion Darwiche's rude, inappropriate and threatening behavior. My husband asked to meet with him and his son and he refused. The next day we all got up and decided to leave given the incident and lack of customer service, making all of us feel unsafe, threatened and mistreated. The management staff refused to refund our money for the night and when we got our bill Dorion Darwiche had added the bill for the drinks ($18) onto our bill- we never saw or signed a receipt, never saw or received any drinks - but as owner he can add unincurred charges. Unbelievable. and having spent over $4000 for a room it was not about $18- Dorion Darwiche and Jim Darwiche do not care at all about their guests. In my opinion Dorion Darwiche is rude, inappropriate, comtrolling and unethical in his business practices. The management staff are mere puppets of the owners and are useless. Do not stay at this hotel. Read other travelers negative reviews- there is a common theme of terrible customer service....

Our experience with Hotel Jackson started off badly. When I booked the reservation I inadvertently included two nights that we would not be in town. Within two hours I called back to ask to remove two nights and I was told that I could not be refunded the two nights. Technically they were correct that before I finished the booking I was told I could not get a refund. But I was surprised given how expensive this hotel is. I love to stay at high end hotels and splurge on them when I can. Until my experience with Hotel Jackson I’ve never come across this hard-lined approach.

We were disappointed to be notified post booking that they would be shutting down their restaurant during the days we would be staying there.

When we arrived at the hotel there was no doorman to greet us. Instead he greeted us after we opened the doors to let ourselves in, offering to take our bags to our room.

When we got off the elevator to our room, my son treated himself to one of the apples on the table outside the elevator. It was mealy and clearly well past its prime.

When we opened the door to our room, we were greeted by a perfectly nice looking, but very small, room. It didn’t meet the standards that I expected based on the price: wobbly drawers, refrigerator only stocked with cream for the coffee, the cot they squeezed into the very limited space in our room was such poor quality that my thirteen year old was so uncomfortable that we ended up in the same bed.

When we asked about the sauna we were told we had to book a reservation there. We understood why when we went to check it out. The “sauna” is a very small hot tub on a very small roof deck. Not big enough for more than 4 people (if not large people). Water temperature not nearly hot enough to enjoy in 30 degree outside temperature.

While the hotel seemed almost empty, we somehow got booked in a room next to other guests. The walls were super thin and we were thankful that our neighbors went to bed early.

To be fair, there were some positives.

Our check in experience was very positive. Friendly and professional. The front desk staff, except for one slicked (dark) haired gentleman who came in and out of a small office only accessible through the very small gym, was consistently friendly.

Except for our first (greeting) doorman experience (potentially attributable to being understaffed at that moment), the doormen were very friendly.

The cleaning staff was excellent and showed up to turn down the bed and leave us a treat each night (a nice half bottle of red wine, delicious chocolates, some quality, insulated water bottles). The bathroom amenities (soap, shampoo, lotion) were all high quality. The shower water...