Hilton Grand Vacations Club Sunrise Lodge Park City — Hotel in Park City

I am an Elite HGVCLUB member for twenty years and a Diamond HH member. I was curious why this resort was rated as a three star hotel on Google while located at the prestigious Park City ski area. Unfortunately, after staying here for 6nts, I can confirm the 3 star rating.

As for the property, the walls are paper thin. Yes, It’s like one of the comments from another reviewer, “living with many strangers, all in one big room.” You can hear almost everything what the people are saying next door…(definitely not appropriate for honeymooners).

AC not working properly.. It was blasting 80 degrees and I couldn’t reset it lower. I ended up opening the windows to cool down. But then it got too cold in the middle of the night and I had to get up to close the windows. Try that for six nights! Also, the front desk and concierge staff both gave me the wrong info to get the online discounts for Aloha ski rentals. (It’s the Aloha ski rental website and Not the EPIC website)

Our worst experience, however, was with their management of valet services. I parked at the front entrance to ask concierge staff a quick question. I carefully parked to the side of the rotunda driveway so I “did not obstruct” the driveway. When I was ready to drive off, I found a SUV obstructing the driveway in front of me. There’s another car parked behind us. So we were stuck. The owners of the SUV in front were standing by their car. They got on..then off..then back on (they were not loading any luggage) their SUV repeatedly for unclear reasons. I asked them politely if they could move their car to the side to allow us to drive through. One of the SUV owners looked at me and said they did not want to move till they were done, and that they would take FIVE MINUTES OR MORE…. I politely asked them again to let us through since they would take awhile. They again REFUSED and said that since the valet attendant parked it there, that’s why they weren’t moving! They asked us to back up instead. My wife informed them that she couldn’t back up with another car behind us. I then turned to asked the parking attendant to see if he could help to move their car to the side. He replied that there’s nothing he could do… By this time, our impasse had elevated to a shouting match. I honked a few times to see if a Hilton manager would come out to resolve this manner. But no one responded.. The people in front of us finally drove off at our “urging.” They even tried to brake in front of us abruptly at the exit turn to see if we would hit them from behind… A day later, i got a call from the management asking about our stay. I informed them about our negative experience at the driveway that made my wife’s so upset that she just wanted to stay in her room and not wanting to enjoy her vacation anymore. The manager later called me back after looking into the incident, and to my dismay he said it was “normal” procedure to have the parking staff park the cars “in the middle of the drive way even when this could lead to the obstruction of the drive way. Even more infuriating was that he said my bad experience was the result of me being “inpatient” for not wanting to wait (purportedly for five minutes or even longer per the lady driver in SUV) for the car to clear out. By now, I was more frustrated by the manager who concluded that I was the problem in the situation. Now, I started to understand why this facility is rated as a “3 Star” hotel while other HGVClub resorts are mostly five stars. The management team here clearly are clueless in how to operate a high end service resort.

So 1-Star to the managers and how they handled my complaints. Also 1-Star for housecleaning/housekeeping: Here’s a pic of “left over clothing still in the drawers from previous guests”. 1-Star for paper thin walls and AC unit in our room.

Bright note - 5 Star service for the Aloha ski...

I travel from East Coast to West Coast a minimum of one time a month. This was the worst hotel stay I have ever experienced. Not all the issues were blamed on the hotel but still added to the overall unpleasant stay. When I first arrived, there was a young girl behind the receptionist desk talking on her cell phone. She wasn't particularly rude, but at the same time, she was not friendly either. She directed me up to my room, and the first thing I saw when I walked into the room was two dirty washcloths on the sink/ microwave buffet area. When I looked out my window, all I could see was mud and construction workers. There must have been a young child in the room above me, and all I could hear was the child jumping from the bed to the floor, running across the room, then running back, crawling back upon the bed or chair and repeating. I did report this to the staff, but it continued for two days. There was a strange clicking or knocking on the area around the microwave. It could have been the expansion and contraction of something having to do with the HVAC. The TV had spotty reception. There must've been something loose in the shower handle because it took me 15 minutes to find a medium temperature. It was either extremely cold or extremely hot. The day before my departure, I called down to the concierge to see if they could arrange transportation to the airport. I called several times with no one answering, then finally went downstairs to talk to someone. There was a different woman employee in the lobby and a young man. I asked if they could arrange a taxis to the airport the following day for me. Their response was, "There are no taxis. I said that's odd because I had a taxi bring me to the hotel. The young man, who I believe was the concierge, said he could arrange a drive for $155. I then replied the taxi was only $80. He then just shrugged his shoulders with a blank look. I told them both I would figure it out and let them know. When I got back to my room, I decided I would just go ahead and go with the driver and once again called the concierge several times with no luck. The next morning I called down to the concierge at 8:00 am no answer 9:00 am no answer. I then went downstairs, and this time a different woman was standing at the concierge desk. I then asked her if she could please arrange transportation to the airport for me. Her response was, "We don't do that" then she started coughing without a mask on, I might add, then walked around the corner and never came back. At this point, I walked up the street to the Hyatt where my business function was being held. I approached the concierge at the Hyatt and asked if he could please arrange transportation to the airport for me. He immediately said no problem. The final straw and I have never had this happen to me before, was at 10:15 AM of departure day, I received a call from the front desk asking me when I would be leaving the room. I then said in a few minutes. She then asked how many minutes? And I replied 15 minutes. I then packed up my luggage walked up the street in the snow to the Hyatt, and got my ride to...

Could not recommend this hotel less given how many there are in the area. We checked in for a four-day three-night deal in a studio king with a sales presentation our second to last day in town. We were able to get into our room a bit early (2 pm) after arriving at about 12 noon. After check in, we noticed the walls were pretty thin and chose to put on a white-noise channel on our phone to take a nap. Later, we went out to dinner and got back at 9:03 pm. We stopped by the front desk and requested wine glasses. Immediately after speaking at a normal/quiet level for the first time since entering the room, someone starts to bang on the wall behind our bed. After a few minutes, we knocked back. We then received a call from the front desk alerting us of a noise complaint. When I expressed my frustration with the desk calling for us talking quietly (after someone had been banging on our wall for all that time), Brian/Ryan from the desk mocked me and told me I’d been using “quite a bit of profanity” and called me by my first and last name. We then waited 2 hours and never received our wine glasses.

The next day, we left early and stayed out of the hotel for the day. When we arrived back, my husband called the front desk to request a wine opener. We rang with no answer for about 8 minutes. I went down to the desk, where there was no one in the lobby at all, and when I asked if the phones were not working, Brian/Ryan advised that they had been VERY busy (and did not have a wine opener for me). It’s very concerning that they specifically ignore certain calls from certain rooms/customers.

As we left that night, there was no parking other than valet available, and we discussed being worried about needing to park our rental Tesla (without a real key, just a key on our phone) in a valet spot and needing to deal with the front desk.

We had our sales presentation the next day, right after a cockroach ran across our bathroom - which was literally the least of our worries at that point. At the presentation, we discussed with the excellent salesperson that we had been ready to buy an HGV timeshare but we had issues with the front desk and felt a lot of hostility during our time there. We spoke with the HGV manager who said he would discuss it with the hotel and let them know and the salesperson ensured they would do something to make it right.

Unsurprisingly, nothing was done to make it right. The manager of HGV advised that they would make it a teaching moment for Brian/Ryan.

We 100000% recommend Park City, but I could not recommend missing out on this hotel more. We received incredible service at both the Montage Deer Valley and the St. Regis Deer Valley. While slightly more expensive, it was worth missing being talked to like a five year old by the desk staff. We have never had an experience like this at Hilton, and hope that our next...