Horrible service!!!! Very rude! I can’t believe I am paying for a room with NO hot water. We arrived and drove 7 hours to get here. Trying to have a nice birthday for my husband. Our room has no hot water I called the front desk and was told sorry our boiler is down. When we checked in 2 hours ago they could have told us and they still charged us full price. When I called to ask why there is no hot water all we were told was sorry the boiler is down. I ask for a discount on the room and was told no. There are plenty of nice places to stay in Park City the customer service here is the worst I have ever experienced.
My 3 year old child slipped in some water that came from the ceiling leaking near my jetted tub in the room we had rented. I immediately called the front desk and told them what happened and the front desk said they would send someone to come check it out. I waited 10 minutes and no one came so I called the the front desk again and she told me that the guy would be there at any moment but I had let her know that we were going to have to switch rooms because you don’t pay this much to stay somewhere with a ceiling that is leaking everywhere but she was rude and told me there was no other rooms available. The guy showed up and looked at the ceiling dripping everywhere and I let him know that the front desk told me there was no other room available but he said that was unacceptable and called the front desk and said he would be back, so then he comes back about 10 minutes later and told me they found a room and then he helped us move our stuff to the other room. I had to switch rooms with my two kids under the age of three while being pregnant and it took until 12:45 at night to get everything switched over. Not to mention I had to wake up with my kids and then stay up with them for hours until they fell asleep again but if you have kids then you know once you wake them up it’s very difficult to get them to go back to sleep. Anyways fast forward to the morning I call down to the front desk because the housekeeper came and knocked at 8:30 am and said check out was at 9:30 am. I told the manager that we didn’t even get to go to sleep until 3-4 am because of this whole mess and she tells me that I can stay until noon. She then told me she would give me a 75 credit and take us out to lunch but I told her I didn’t think that rectified the situation so I told her after I got showered and dressed I would go down and talk to her. Around 10 I go downstairs and the supervisor grabs Martin the manager of guest services and he tells me to tell him what happened so I do and he says the whole thing was out of their hands because it had been another guest in the room above us making a mess of their jacuzzi spilling water everywhere which caused the leak in the roof. I then told him that wasn’t taking responsibility for what happened at all by blaming the guest who stayed above us because at the end of the day this isn’t the guests hotel. We went back and forth for a little while because he wasn’t wanting to take responsibility for anything. He then said he would see if they could even do anything to make this up for us and we left it at that because I was so heated. I returned to my room to continue packing and the phone rang and it was Martin. He said I looked over your reservation and I’m going to give you 50% off the rate you paid for the room. He then told me that that was more than enough compensation for everything that happened and I told him I didn’t really think that solved the problem but he continued to argue that that was fair enough and more than I should have received. I couldn’t believe my ears because they honestly did nothing and I said well the manager had said she would give me a 75 dollar credit and take us out to lunch as well but he then said no she told you she would give you a 75 dollar credit to eat at the pub we have here, that’s it. I told him $75 for 6 people? Are you kidding me? This hotel is a joke and the manager of guest services (Martin) was unprofessional and didn’t take into consideration everything we had gone through with our kids at 1 am. They didn’t care for their guests the way they should have and continued to shift responsibility to the guest who had spilled water from their jacuzzi causing the leak in the ceiling. Never will I stay here again after being treated so badly and neither should you because for the price they should care a lot more about their guests.
The room was fine. The steakhouse was great. The jet tub in the bedroom was nice but the shower head part was loose and was leaking water. The kitchen was stocked with the cheapest tools/instruments they could find.
It's a great hotel with extremely professional staff (well yeah, except for the housekeeper who didn't speak English who was knocking on my door at 8 repeatedly). Unfortunately, the hotel is showing its age. The internet is slow, they ran out of hot water, they have only a handful of electrical outlets (and several didn't every work), and I can't remember the last time I stayed somewhere with a 10 o'clock checkout. And their room was so SMALL! Put two people in there and it feels more like a sardine can than a luxury hotel. Despite that, it's got the appeal of being in park city with amenities that will entice guests to get out of those tiny bedrooms.
The guy trying to sell us a timeshare was very frustrating. They told us it would take 90 minutes but ran over that time by more than an hour. This ex-Amway MLM guy was full of manipulative statements and flat out lies. The "deal" they offered on the timeshare was ludicrous as well. We'll never forget that sales pitch and we'll never be back.
Most definitely my favorite place to stay in Park City. We come up here for a week and there is so much to do! Pool, ping pong, wet sauna, dry sauna, AWESOME POOL FOR KIDS, awesome hot tubs for adults, BEST HOTEL GYM I HAVE EVER BEEN TO, spa, and I love the rooms. The workers always are friendly and say hello. Oh yeah! There’s a game room.
Westgate Park City Resort Spa is a US Spa based in Park City, Utah. Westgate Park City Resort Spa is located at 3000 Canyons Resort Dr, Park City, UT 84098, USA.
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