Snow King Resort Hotel and Condos — Hotel in Jackson

Fabulous location. Awful customer service. I’m writing this as we’re settling in for our sixth and final night here and an issue we’ve had from day one has not yet been resolved. We’ve made multiple attempts to resolve the cleanliness and health hazard issue in our room, but Snow King’s customer service is the worst I’ve seen at any resort I’ve stayed in around the world.

When we started researching places to stay in Jackson, Snow King had wonderful reviews and seemed like a clear winner.

There was a condo and a regular king room available. When I sent both options to my husband, he opted for the condo because of the soaking jacuzzi tub, which we knew would be great after the long cold days.

After traveling across the country from Virginia, we both were looking forward to getting checked in and taking a hot bath.

Upon arrival, we turned the bath tub on and a disgusting amount of black mold and debris came out of the jets. We drained the tub. The next day (Monday), we tried again. Same issue. We called the front desk and heard nothing back.

The evening passed. We headed to the sleigh ride at the Elk Refuge. When we were done, we asked about the request a second time via the concierge text line. We didn’t get a response at all.

We called AGAIN Tuesday evening. The woman told us she saw the request in the system but didn’t have an update, however she’d call if someone was on their way. We had to leave the resort by 6 AM the next day (Wednesday), yet we waited up late until after 10 pm.

Again, nobody came. We were gone for almost the entire day on Wednesday on a snowmobiling tour to Yellowstone. When we arrived back at the resort, we asked the gentleman at the front desk if he could give us a status update on the maintenance request. He told me it just says it’s “in the system” and shrugged it off. I told him I would really like an update. He told me he couldn’t give me one and didn’t seem interested in finding an answer. Not exactly the service I expected from a resort with such high reviews.

Another woman at the desk asked if she could help me and I reiterated my concern. This was now the third day that our request had been ignored. I let her know we are going to dinner and will be gone for a few hours.

We left for dinner and upon our return, the maintenance technician had arrived and was working on the bath tub.

After a few hours and multiple treatments with chemicals, the issue is still not fully resolved. The cause? Housekeeping doesn’t fully clean and run the bathtubs “in the winter”. Wonderful.

When we booked the room, the photos depicted dual vanities, a separate large soaking tub and an enclosed shower. Although frustrating to see the actual unit had none of those features, we could get past this. We could get past the housekeeping guide says the room has been stocked with ample towels for the stay, although there are 2 per person (using the extra set under the sink) for a 6 night stay.

If the issue with the mold and debris had been handled after the first request, we’d be happy with Snow King Resort, however the lack of care has been very disappointing. The experience at the front desk was truly disheartening and we’ve contemplated leaving the resort early, over a simple issue that could have been addressed days ago.

Before leaving this review, I sent a message to the hotel. It clearly fell upon deaf ears.

Perhaps the hotel rooms are pleasant, but the condos are rundown and the resort staff did nothing to resolve our issue, nor did they show any effort. The best employee we came across during our visit was the nighttime maintenance technician, who was tending to our issue the best he could, however because of the lack of maintenance to the tub, he wasn’t able to fully resolve the problem.

Night six and we still can’t take a bath, because of the disgusting conditions of the room.

Stay somewhere else that values your business and at least acknowledges you. We rarely leave negative reviews, but this experience was so lackluster, compared to the rest of our...

Avoid this hotel! My family was in Jackson for my wedding, and the entire group stayed at the Snow King condominiums for the duration of the stay. We had stayed here before and enjoyed our first trip, which is why we recommended this place for our entire party. This place is totally different than our first stay, is now understaffed and mismanaged, which lead to a less than stellar stay. We’ve tried to resolve this through calling and email, but they’ve ghosted us, so we feel the need to let potential customers know what they’re getting into.

Here is the series of events we dealt with while staying at Snow King Condos: Day 1:  Tried to check in at 4:00pm.  We were told rooms weren’t ready, no clear indication of when they would be.  We waited around the lobby until 5:30, when 2 of the rooms were ready.   The person who checked us in indicated the wrong building on the map, so we had to drive around the entire condo complex to figure out the numbering system to then find our room.  We asked about ice machines and were told there’s one in each building, which there isn’t. At 6:00pm we were told the other 2 rooms were ready. We went there and the cleaners were still working on the rooms, asked us for another 30 minutes. They were very apologetic and were trying very hard, which we appreciated.Throughout this whole check-in fiasco, there was no real hospitality from the front desk, no genuine apologies.

Day 2: We spoke to Michelle about all that transpired at check in.  She was apologetic and agreed to add a $100 credit to each of the 4 rooms, and to arrange for a cleaning of one of the rooms on day 3.

Day 3: By 4:30p the cleaning still hadn’t happened (we had asked it to be done by 5:00pm when additional family members were arriving).   Another call at 5:40p and we were told someone would be there.  At 6:20p no cleaning had happened, so we went to the front desk and talked to Melanie.  She was apologetic and said cleaning had left for the day, they were calling someone in.  We had a dinner to get to, so we got sheets and towels from Melanie and went over and changed sheets and towels ourselves.  Cleaners arrived around 7:00p and took care of a couple things.

Day 4:  We spoke with Melanie about what happened the day before, and she said she would remove the resort fees from our rooms as a consideration, which we appreciated.

Two of the rooms had painters show up unannounced at 8:00am with music blasting.  We should have had a heads up about the fact that painting was happening before men showed up at our windows and on our patios while we are trying to sleep or enjoy our patio.

Day 5:  3 of the 4 rooms checked out today (my room was booked until Monday).  Melanie was alone at the front desk.   At that point, we discovered the resort fees hadn’t been removed from the rooms.  She was unable to fix it at that moment as it required being away from the front desk and she couldn’t leave.  She committed that the resort fees would be fixed and we also asked that one of the $100 credits be moved to another room to help take care of a $280 bill we had at Hayden’s.   She was to take care of it all and call us later on Sunday. We never received a call.

Day 6: We checked out and spoke to Melanie to confirm the issues had been resolved as promised.  Upon reviewing the folios, the resort fees hadn't been removed and various other problems were found.  Melanie said there was nothing she could do.

We have called and emailed with no response. We’ve been told that Melanie no longer works there, and haven’t been given any assistance since. We would like the resort fees on all 4 rooms to be refunded...

Where to start. Booked through a third party in January, and at check in they didn't have a clean room for us. After a lot of discussion and confusion they offered us two options, neither of which were the original reservation. There was also a surprise $37 per night resort tax that was not supposed to exist per the 3rd party. Thanks to manager Lucy McDowell that issue was taken care of to our satisfaction. After finally getting checked in it was mission impossible to what door was "around the side" to get to our room. Second door is the charm after already lugging our bags the the door and floor we thought we had to go to. After getting to our room we were finally happy and settled in. We just had a long of traveling and decided to go to the restaurant upstairs, for a "fast" bite to eat. It was nothing but that, there was a sign by where the hostess should be that said 'please wait to be seated' after waiting almost 10 minutes and have the wait staff continually ignore our presence. We had walked to the bar to ask if we seat our self's or if they would seat us. Seated and then it took another 10/15 minutes for someone to come to the table to give us water and menus, after waiting how ever much longer to finally put in our order for food and drinks. I had gotten an old fashioned, that had so much bitters unmuddled and other stuff that I did not know. Then we had gotten the margarita flat bread which they had tried, tried being the key word, to be creative and add different kinds of tomatoes and balsamic vinaigrette. The pizza was doused in the vinaigrette rendering it hard to eat around or take off. For the service and quality of the food the menu was overpriced and this was only an appetizer. The next day we had left for our hikes and came back after a couple of hours to find our room key would not let us into our room. We had to then go downstairs for the concierge to tell us they didn't have us staying in that room (or checked in at all, as their computers said we were to check in that day, not the day prior) and they had just gave our room to someone else. We weren't happy with the thought of strangers having had access to our room with our stuff still in it. After finally getting that sorted they had given each of us a coupon for a free appetizer or a free drink. Which we were grafteful for that they had tried to right their wrong. Thinking that the first day of service was a fluke like our check in we decided to give the restaurant another go. This time we knew to just seat ourselves and to have our order ready for when the waiter would finally get to us. Which made the service a bit faster but we didn't get any water for the table until our food came out! The hot tub was broken both times we tried to use it. The rooms were nice and the gym had actually very nice machinery but that was all this place had...