Montage Deer Valley — Hotel in Park City

The value for the money is abysmal. The service is awful. For the amount of money a guest pays to stay here, expectations are much higher. Next time we will stay at a Four Seasons or a hotel where the staff is better trained. The Montage feels very corporate and no one goes out of their way to make you feel welcome or spoiled, or to make your stay extraordinary. Everyone we met said the same thing (one friend sat at a bar for a drink after asking and then rudely asked to leave by another staff member 10 minutes later because that spot was reserved). Here are some very concrete examples- Hotel stay 101. Please keep in mind that the notes I write below can be well-oiled in a 3 or 4 star hotel. The resort is a ski-in, ski-out, ski vacation hotel. We were charged EXTRA to keep our skis and boots where the ski gear was stored. Had we known that, we would have gladly offered to keep the gear in the room which would have likely scratched up all the walls. On arrival, the woman helping us with our bags looked at us like we had 3 heads when we asked if our skis and boots should come to our room of if they get stored. She said "I have no idea. I usually bring them to the rooms." Servicing of the rooms: We were gone ALL DAY skiing from 8am-4pm. Our room was serviced daily at 4pm after we arrived and wanted to shower and change until we specifically called to change that. One day, there was a "room being serviced" sign left on our door when we returned. We entered the room and about 15 minutes later someone came in (without knocking), saw that we were there, must have gotten nervous and shut the door quickly. When I went out to the hallway, there was no one to be seen. Just overall spotty- left a spray bottle of cleaning fluid in our room one day, didn't refill our waters other days. We tried to put our daughter to bed early to get up to ski the following day and "turn down" service came and knocked and rang the doorbell at 9:30! So odd... We were nickled and dimed for EVERYTHING. Usually when paying with Amex we get $100 daily toward food and often times get an upgrade. No upgrades and got $50 credit daily. Typically we pay anywhere from $300 to $500 extra on our bill at the end of a week's stay. This was $1800. Mostly for food. Often times there was no room to eat in the restaurants for breakfast or dinner for HOTEL GUESTS. Typically at that time, there were empty table with inefficient service. It's not like you can walk outside and choose another restaurant. You are in the middle of the mountains. Transportation to and from downtown was a MAJOR issue!!! At every single 5 star hotel we have been to, there are cars running guests back and forth downtown constantly. If there is no car available, they are happy to call and find out where the driver is and when he/she will be back. If it's going to be 15 or 20 minutes, they will give you the option of waiting or calling for an Uber. We asked MANY MANY times to take the cars. EVERY SINGLE time the answer was "there's nothing available". Each time, however, there were 1-2 Escalades sitting right there at the front of the hotel with 5-6 people at the valet stand. One time one of the workers even told my husband that they weren't available but he could do it if he pays him $125!!!! I confronted the manager about this and he kept apologizing that "they weren't available when I wanted one" when I repeatedly explained that they actually were and they were right there. There was no other explanation as to why the cars weren't being used. Upon checkout, my husband inquired about an $80 charge on the bill. The gentleman at the front desk said he didn't know what it was but it came from the ski shop. My husband kindly asked him to check and he said "they are too busy down there right now". After my husband insisted to find out what the charge was for before we left the hotel, he called downstairs, couldn't get anyone, took the charge off the tab then added it again when we left! If you want good service go to a four seasons where staff is...

What a strange and rude experience from the main hostess- did not get her name-but a brunette female who works the check in desk for 2 restaurants-Apex and Bourbon and Burgers. So check this out..we are Park City locals and normally our establishments will be courteous with us as it us locals that support local business 365 days a year. At any rate, we called ahead and said we wanted to have casual dining at Burgers and Bourbon. We were told to "Get there before 7 and it should not be a problem". We got to the restaurant check in desk at aprox 645PM where we met the not-so-nice brunette female manager. She was determined to not be helpful. First she said it would be aprox an hour wait (hoping us locals would just go away...it was clear from her rudeness, body language, and hoity toity attitude. So we said, "Great we can wait one hour...". Almost immediately she THEN CHANGES what she is telling us, "Well, it could really be a 1-2 hour wait; and I can't really guarantee if even then...". It was transparent that she did not want to accommodate us AT ALL. Then...this is hard to believe- 2 nice guys from Atlanta (hotel guests) overheard us and our dilemma and they said, "Hey, we had 4 people bail out at the last moment...why don't you just join our table". While this was a very generous and creative solution, the brunette female manager was not happy with this (Again, you could just TELL she did not want us LOCALS dining there for whatever reasons we could never figure out). You would think her attitude would have been (should have been), "Great, lets make that work". But nooooooo. Instead she still questioned heavily if this could be done. She literally asked, "Well, will you all be ordering at the same time?". She even had the gall to ask one of the Atlanta gentleman, "Will your wives be OK with this"? She was simply- AWEFUL, rude, and non-accommodating. Pardon the length of this....but this is too rich. SO.....we finally get into the Apex restaurant and join the Atlanta (very kind) group. We all had a blast. But, as we sat there for the next 2 hours, running up a $500+ bill, we noticed the restaurant was NEVER packed, and several open 4-tops were present the ENTIRE time we were there. So, basically she could have accommodated us; and given these facts may have been simply dishonest about how "booked" they were/are. Also, given our figuring out she was very likely not completely honest about how "booked" they were...we wandered into the Burgers and Bourbon area 3 times throughout the evening and there were PLENTY of open tables the ENTIRE night. (Remember, she told us a 1-2 hour wait...etc). The stupid thing about this- 1)Obviously I am not happy and taking the time to write this negative review. 2) We are locals and are normally treated much better 3)Her hoity-toity rudeness was so transparent 4)Given the facts, she is likely simply a liar 5) This whole experience did NOT represent the Montage organization well. 6)We ended up leaving behind over $700 by the time we ate there, tipped, and had some drinks in the main lobby bar. If I owned the Montage and knew this rude brunette female was "running off" the locals and knew how hoity-toity rude and non-accommodating she was...I would either fire her, or get her further better customer service training. Sad and unnecessary rudeness. Heck, the group we met from Atlanta could NOT have been NICER....so we think we made some new friends .That was the best...

Note - the response from the manager is nonsense... they never reached out to us or did anything other than respond here.

We have been going to Deer Valley for almost a decade and have stayed at the St. Regis - until this past March when we stayed at the Montage. We will not be doing that again. Our experience didn't start well - When we booked our room, I requested two bathrooms and was told that a residence would accommodate us, so that is what I booked at over 4k a night. Upon arrival, I reiterated our need for two bathrooms, and the person who checked us in said that there would be 1.5 bathrooms in our suite - so I thought that would be OK even though it wasn't what they told us - I knew they were likely booked solid, so I didn't make a stink. Once we got to the room, we found that there was only one bathroom and when we spoke to the front desk manager - he explained that no one ever told us that there was more than one bathroom and I must be mistaken. Interesting take. He spoke with the front desk staff that checked us in and she told him she never said any of that. So, we must be lying. there was no attempt to make it right or offer anything that you would expect from a hotel charging this kind of money for a room. The location is excellent, and the property is lovely, but the experience was one I would expect from Holiday Inn. Other than the very wonderful porters and valet, there wasn't anyone on the property who was nice or helpful, and certainly, no one went above and beyond. Unfortunately, I was injured on Wednesday of the week and had to go back home for urgent surgery early - we explained this to them and asked if they would be gracious enough to credit us for the night we were going to miss due to the emergency. They said no - that I would have had to cancel the room 30 days prior?? Yeah.. I understand the policy - obviously we didn't know this would happen. Following the hotel's refusal to refund the night, I initiated a dispute with Amex. Despite my efforts to communicate with the hotel via phone and email, I received no response until I sent a detailed email explaining our situation several weeks after our stay. The response we finally received was far from satisfactory: "We are glad you enjoyed your stay here at Montage Deer Valley. We apologize for the delay in getting back to your request. We are sorry to hear your stay had to end early due to unforeseen medical circumstances. However, we are unable to full fill your request for a refund for the last night. Let me know if you have any questions or if we can help assist you with anything else. "

I wouldn't have done anything but pay it and never go back - but here is why I am writing the review - they told Amex that I should have gone by the front desk before we left and explained it to them and they would have credited us. But since we didn't, they won't credit our account. Obviously, as stated earlier, we did go by the front desk, the concierge, the front desk manager, and whomever else we thought might have the authority to help. Venues that are of the caliber that the Montage purports to be always put the guest experience first - that is why they can charge what they charge. Montage Deer Valley definitely falls very short of its desire to make guests feel special or even like we are paying...