BOISJC744

In lieu of a long post which I don't have time for, I can vouch that the Wildwood is definitely a bit of a mess. I had a 3 night stay the weekend before Christmas, and while most everyone was friendly, there was a lot of disorganization, staff unaware of how to do much of anything, phone ringing for 5+ minutes when calling the desk during the mid-afternoon, etc. I think the staff is being told that "suites are not available ever" as when I challenged that claim and showed the clerk that there were indeed lots of suites on spg.com, he seemed genuinely surprised. We were ultimately given a suite which was a mess (half of the heating system didn't work, toilet was broken, etc), then we were moved to another suite which happened to be right next door. Seems like they just don't want to give the suites out. Plus, there were not many guests there based on how many people we ever saw in the lobby, hallways, elevator, etc. We also could see in the windows of most rooms on our corridor and I could verify that all but 1 or perhaps 2 weren't occupied at all on Thursday, Friday or Saturday nights for our stay.

Their shipping department was also a huge mess! They failed to pick up a package that was waiting for me at the post office despite being reminded multiple times, then in shipping it on to me after I left (which happened before the post office reopened), they first delayed it by a day for no real reason, then another day because the shipping manager was out, then once the package was shipped it was delayed a day due to weather (not their fault obviously) and had to be redirected while in transit (which took another 24 hours, which missed the package being sent out for delivery to the "old" address and delaying it's arrival at the new address for another day). Unfortunately that package contained skis, so I've now rented skis for 6 days that were unnecessary and caused solely by the failure to pick the package and subsequent delays in shipping out the package once I'd left the hotel.

At best, the place is currently a functional room to sleep in, not a whole lot more. Even once the issues are fixed with staffing, training, etc, the facilities themselves are pretty basic and dated/old (ex squeaky old elevator door on a tiny elevator that's colder inside than anywhere I've been [including outside/on the slopes] with 8 days of skiing so far this winter--we always dreaded our trips up and down in "the ice box"). It's clearly not a "nice" place to hang out, and if you're looking for that I'd start with the Westin, although from above reviews it seems to have it's own issues.

Edit: The lobby had lots of work to finish the bar area, and I was awakened at about 7:45AM the first morning by what sounded like a coffee grinder or some kind of power tool on the other side of the wall at the headboard of the bed (the room that is opposite that wall is one of the "big" suites that I believe has a fireplace and other stuff based on the floor plan on the door).

Starwood Lurker

From what I can tell, at the Westin, there are about 7 different types of suites, but only one of these belong to the complimentary upgrade pool and that is the Traditional Suites. So, if a Traditional Suite is not open in sell inventory, there are only specialty suites left, which aren't part of the complimentary upgrade pool to draw from.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

Starwood Lurker

That may be a true statement. From what I can tell by looking at Wildwood, there are no standard suites. There is no standard suite award and it seems that all of the rooms on the SNA rate plan are upgraded rooms rather than being suites.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

BOISJC744

Thanks for the info. While that may ultimately be true, if it is I feel pretty insulted as to what the notional "select standard" suite that would fall between that suite and a regular room might actually be Maybe it's the pullout sofa bed with no sheets, or the fact that with two separate heating systems for the two ends of the room you have twice the chance of a malfunctioning system?

Of course, no malice intended for the messenger, William. This just seems like one of those times when the SPG policy on any number of things seems to slant substantially in favor of the property and against the guest (and in general what seems like a willingness for corporate to allow substantial numbers of properties to be de-facto "limited participation when it comes to delivering on benefits"). In this case I mean as in if I own/manage a SPG participating property, what's to stop me from declaring that nothing falls within the "select standard suite" bucket?

Starwood Lurker

Perhaps the fact that it is vetted by SPG in advance?

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

aussieinsf

Hi William,
I just wanted to confirm that on the night I was denied an upgrade there were indeed "Traditional Suites" which fall within the complimentary upgrade pool available for sale via the SPG app. That doesn't mean that the technical issue you describe further up this thread was not happening.

I saw that there were many types of other suites available and thought this gave me a better shot of an upgrade which influenced my decision to stay at the Snowmass Westin. Given the hotel has now confirmed that they will not upgrade Plats to non-standard suites and that upgrades to standard suites appear hard to come by then upgrade potential should not be a reason for Plats to steer their business towards the Westin at Snowmass. Given the relatively high number of suites at that property. I think that's a mistake on the part of the hotel, particularly during their opening season or two when repeat business, particularly for expensive suites would not be as well established.

Thanks
aussieinsf

BOISJC744

What's the criteria here? I'd hope it's more than the property asking nicely... but I'd guess this is another "proprietary" metric? If there's any light you could shed here it would be much appreciated. I get that there are many business considerations at play, but it's easy to feel taken advantage of as a customer in a situation like this.

At a number of properties it just seems like the SPG benefits are viewed as a nuisance which management/ownership wants to skirt (like all of the chronic promo non-participation) while raking in all of the business that simply rolls in from loyal SPG members who expect at a minimum their published elite benefits. Let's be honest--there is absolutely no way that I'd stay at the Wildwood if it weren't in SPG, ESPECIALLY after knowing what you get after having stayed. Hotels reap huge rewards from participation (tons of loyal guests who expect their benefits to be honored and therefore agree to pay the listed price expecting those benefits, considerations and opportunities), yet in the aspects of upgrades and select standard suites properties are allowed to skimp out by saying that they have no select standard suites and to repeatedly not give out the best available room at checkin.

If SPG wants to maintain that all of these suites which are upgrade ineligible really and truly ought be categorized as such (which I think is highly questionable), at a bare minimum this needs to be disclosed on the page of each hotel (definitions of what, if anything, is a select standard suite ought be published for every property--note that airlines don't play these games, and upgrade rules are clearly spelled out for "complementary" upgrades so that there's no bait and switch going on).

I'm not interested in paying over $250 a night to stay at what's functionally a motel thats under construction that just happens to be affiliated with SPG if I'm technically not even eligible for a suite upgrade, which is what would be the case on any subsequent visit to the Wildwood (or any other property that has no select standard suites, potentially minus the motel part). Unfortunately, I've done just that. Lesson learned I guess, but it seems wrong to me that someone has to be sucked in by the hype of SPG affiliation and then be let down by a reduced benefit package (which is absolutely part of the value and choice calculus for any elite who operates rationally in the system) instead of knowing that benefits are unavailable upfront.

N_Phoenix

Booked the Westin for the end of Jan. I was going to try the Wildwood but the heat and hot water issues have me concerned. Along with the outdoor hallways which doesn't seem like a good idea in Jan.

oldgoldflyer

Please let us know how it goes.

dparkinson

I find it ironic that the St. Regis Aspen just down the road treats plats better than almost any hotel I know in N. America. Wish the Westin would get the picture, esp. since they're not all that much cheaper.

Familyflyer5

Just returned from a week stay at the Wildwood Snowmass. I really feel bad giving this review because the "MOTEL'S" bar and restaurant staff are really trying but this is NOT a normal Starwood property.

Granted it hasn't been open long but we only had our room cleaned twice in 5 days!!! We lost hot water the 2nd day of our arrival. The closet doors fell on us so many times we just removed them. The room was very small and the beds were double not queen sized. The Wildwood does not have room service but you can take food and drinks to your room. We used points to stay here and were then charged a "resort" fee for what I'm not sure. The remodel of the room is basically bright paint and duvet cover.


Everyone seems to be trying their best but it seems like Starwood has not given them the resources they need. Starwood needs to give their employees the freedom to compensate long term Starwood members who have had less than a satisfactory stay. After our stay, I called to ask if we could check out 2 hours later than the expected time. I heard the desk person put his hand over the phone and ask his manager, who replied, "I'd really rather not, talk them out of it". That is the kind of thing that makes me never want to return to a Starwood again!

The Westin which is right next door to the Wildwood has a beautiful lobby. The hotel is Ski in and ski out. Since we didn't say there I can't review their rooms or service but it's location is great and you have ski valet and amenities of ski in and out hotel.

oldgoldflyer

Thanks for the review. Welcome to Flyertalk.

aussieinsf

I just wanted to add to familyflyer's review. While we were staying at the westin we walked past the wildwood to get to our car. All the ground floor rooms still under renovation had their lights on so you could see the renovation work underway. Those rooms were really small and faced the public sidewalk - definitely avoid those if you stay here.

Sounds like same attitude towards Plats was present at Wildwood. Very clearly management at both hotels currently regards Plat guests as a liability not an opportunity because of the slightly higher cost of accommodating Plats (points, service expectations). That makes me wonder why they affiliated with Starwood at all. William - this is something for SPG to work on with new properties. Plats should be seen as a source of positive advocacy for new properties, not a class of over entitled elites to be given the bare minimum to. We are the most likely source of new, repeat custom for a new Starwood hotel.

Starwood Lurker

My apologies, but this information is proprietary.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

ma91pmh

This place looks another epic disaster from SPG, whom I have now given up on.

A quick booking at Wildwood shows no ability to use suite upgrades. Reading above I see the mumbo-jumbo William posted. I appreciate he is the messenger, but the message sucks, and reconfirms my view that the SPG attempt at suite upgrades is a farce in the USA. In fact the message I get, and I get from everywhere else I tried to do something with SPG, is take your business elsewhere as it's of no value here at SPG.

Going to use the Hyatt Aspen Grand Lodge instead where I can secure a huge suite for reasonable number amount of points.