The St. Regis Deer Valley

Jiaqi Duan5 months ago

1/5

I’ll preface my review by saying that none of these negatives are outrageous if they happened in isolation or at a cheaper hotel. But the fact that they happened all during one stay at a 5 star hotel makes this unacceptable. First, this hotel has an upper and lower level but the address on Google maps is only for the lower level, where you must take a funicular to get to the upper level where you check in. When I arrived at the lower level, no one was there to help me with my luggage, despite the bellman standing at the door. I called the front desk and they said I must take the funicular or wait for the hotel shuttle to take me to the upper level, but the shuttle would be at least 10min away. The line at the funicular was extremely long at the time and finally someone there helped me out with the luggage because my luggage can’t ride in the regular section. To the hotel’s credit, they apologized and offered me a $200 food and beverage credit. But when asked about upgrades (we are Platinum) they said there were no rooms available despite the website showing rooms available for upgrade. The next day, I tried to use the hot tub after skiing but was told there’s a $50 fee per day to use it. When I provided this feedback to the hotel, they did offer a complementary access but it’s really a shame when fancy hotels try to nickel and dime you, as if what you paid for the hotel is not enough. Also, the phone in our room did not work and when we requested services we had to do it 3 times before it finally arrived 3 hours later. The hotel provides a free shuttle service which is nice but does not go to Canyons. I called the front desk to ask about this before I arrived and was told the shuttle goes to Canyons. It seems that the staff is poorly trained in general with so many mishaps in one stay. Overall, the hotel also seems old school in its decor and some things in the room are clearly old and worn. I would not recommend this hotel to anyone and it’s the worst 5-star hotel I’ve ever been in.