by Stephen Jermanok
This 10-story upscale accommodation is within 50 yards of two high-speed lifts. The hotel features a restaurant, bar, large fitness room and access to the indoor/outdoor pool. It also hosted President Barack Obama and Vice President Joe Biden and their families for vacations. Best of all is its proximity to the ski school, which is within easy walking distance. The guestrooms sleep two to 10 people and can include a sleeper sofa, full kitchen and fireplace.
Our Editor Loves
- Great location for skiing
- Upscale accommodations
- Suites can sleep 10
- Family Room 5+
- Free Wi-Fi
by John K
The experience at Big Sky was phenomenal! I stayed 2 additional days past the end of Academy to enjoy the fantastic end-of-season skiing. The staff at the Summit are high-energy, positive and very helpful even though the season was winding down. Due to length of trip, I had several bags and the valet counter handled them well both for arrival and at my departure. Thanks Big Sky!!
I would like to begin by saying that I have NEVER posted a negative review. And, so, I hope that anyone reading this review will take that into account when considering my thoughts.
When we first checked into our room, it was clear that someone had been laying on the bed because there was a "body print" on the otherwise freshly plumped duvet cover. Unnerved by this, we called the front desk to explain the situation and asked that all of the linens be replaced with fresh ones. Upon returning to the room after dinner, the duvet had been plumped, but the linens had NOT been changed. I know this to be true because I placed a small item under the covers before leaving the room, and it was still under the covers upon our return. We called the front desk a second time and, when confronted by this fact, the manager on duty (without stopping to ask housekeeping) belligerently insisted that the linens had been changed. Notwithstanding the number one rule of hospitality (i.e., that "the customer is always right"), the manager on duty was openly dismissive over the phone and would not even to come to the room to verify what I would think, as a manager, would be a fairly egregious allegation...who wants to check into a hotel room and sleep on a bed where someone else had been laying? (By the way, when the sheets were ostensibly changed the next morning, it is my belief that housekeeping simply turned the fitted sheet inside-out and did nothing else. Please see the picture of the inside-out-fitted sheet.)
Later that first evening while taking a shower, we discovered a woman's blouse hanging in the bathroom behind the door. Once again, we called the front desk and, once again, we were met with a dismissive response. Not only did no one come to the room immediately to retrieve the blouse, but also the blouse remained hanging on the back of the bathroom door until we checked out THREE days later (even though I mentioned the blouse to the front desk three more times and each additional morning during our stay). Between the unsanitary condition of the sheets and a blouse which was not my own hanging on the back of the bathroom door, the entire room just felt unclean.
At this point, I'd like to pause and relate one additional event. Early in the morning after our first night, I was at the "printer station" right next to the front desk. I overheard the front desk manager and two front desk clerks talking about "some guests complaining about their sheets and a blouse on the back of the door." The three of them were LAUGHING about it. I stepped away from the printer to identify myself as "that guest" and how disturbing the two events were for myself and my husband in terms of feeling that our room had not been properly cleaned. Not ONE of them apologized. They said only that they would have the manager call us...which, by the way never happened.
Which brings me to my next observation: the shower itself. It was grossly unclean with orange mold all over the grout of the floor. (See picture).
The last example of egregious room service involved the coffee cup in the room. I used one of the two available coffee cups next to the coffee maker to drink some water. I was wearing lipstick which clearly imprinted onto the cup. The next day, after the room had been serviced, that same cup had been placed back next to the coffee maker without being properly cleaned. The oily residue from my lipstick was still visible on the cup, as was one of my fingerprints which had lotion on it. (See picture).
On our last night, we called the front desk one last time to share our overall disappointment with the quality of service and housekeeping during our stay. We finally spoke with a manager, "Jacinta," regarding (i) the failure of a manager to call us and address the sheets or the blouse, (ii) the fact that the blouse was STILL hanging in the shower three days later, (iii) the existence of orange grout in the shower and (iv) the unsanitary manner in which the coffee cup had been cleaned. My husband asked Jacinta what she thought an appropriate response would be to these failures, and when taken together, what we felt to be an egregious failure of housekeeping and service generally. Jacinta's response was that "nothing needed to be done because none of these warranted a response."
My husband and I are very seasoned travelers and, in fact, my husband travels almost every week for business. Neither of us has ever posted a bad review about our travels; however, this experience simply needed to be relayed…if only for learning purposes. Management's response (or, rather, lack thereof) to our requests and complaints was appalling. Eventually, after a final phone call with Jacinta, and after I explained to her that I intended to post an honest review of our experience at The Summit, she credited $102 towards our room charges. And, while this was finally some sort of gesture of acknowledgement, it was not what we were asking for, nor what we wanted. Honestly, all that we wanted was a simple acknowledgement and a sincere apology and to take our complaints as an opportunity for management to better train their staff.
I would like to end on a positive note. The Summit’s valet guys were very friendly and helpful. The concierge was very helpful in offering guidance about the surrounding area and hikes. The restaurant on the second floor, Peaks, offered a wonderful breakfast and its manager, Richard, is exceptional in taking the time to offer personal service and remember many of his guests’ names.