I used to love SML. Until recently I had been in contact with Lauren Handrahan because I was seriously considering purchasing property at this resort. I've done nothing but recommend it to friends and family. Never again!!! I just went from Wednesday to Sunday for my best friend's birthday. Her husband paid for a 3 bedroom suite and a two bedroom suite to accommodate the group. I'm ashamed and embarrassed at the prices he had to pay after such a terrible experience. For starters, the rooms were 5 miles apart. The master bath had no shower head. When we complained about the room, Todd at the desk pretended to help but never made any effort to follow up. Not even a phone call. We stayed in the same room with no dresser the entire stay. On the night of her birthday 11 of us went downstairs for our 8:45 dinner reservation that had been made through the alpine concierge. The reservation was nowhere to be found. Instead of eating at the cottage we ended up eating at solstice over an hour later. The cake that had been ordered through the concierge had also mysteriously vanished. You can imagine how the birthday girl is feeling at this point! The service in the lobby for food and drinks is atrocious. I had to speak with 4 servers before someone was willing to bring my friend a cocktail the following evening. A party of 11 is hard to miss, but somehow they managed. The staff is completely incompetent. At one point we asked for blue cheese dressing for buffalo wings. We were brought cream cheese. When we mentioned the error, we were then presented with a Stilton wedge. By the time they brought the correct dressing there were 2 cold wings remaining on the plate. It was just one thing after the other to the point that we believed for a moment that we were being filmed as part of some new reality show "how hotel patrons react to poor service" because we couldn't believe they could actually get so many things wrong and show such little remorse or sympathy for their errors. I spoke with manager Steven Schlanger and sent him an e-mail. He promised to call me the next morning. I never received a phone call. I sent him a follow up e-mail. He responded by informing me that he spoke with Ryan Diller and Matt Quick the front office manager and the director of rooms respectively. He claims that the service we received was not up to the usual Lodge standard. His solution was that I contact him directly next time I go so that he can guarantee an exceptional time. That was a laughable and unacceptable apology. In fact the most that we got for a ruined 4 day stay that cost upwards of $10,000 was 2 complimentary bottles of wine. To any and all that are considering the lodge I would say think again. The service is so bad it actually leaves you angry. Buy a plain ticket and fly into Utah. Easy drive to deer valley. Stay at the Montage resort. Best service imaginable. The prices are worth it at the Montage. At the Stowe lodge I should have been compensated for the time spent complaining about every error. No one has received training of any sort at this place. If you ask someone at the front desk where you can purchase a bottle of Gatorade, she needs to consult with 2 other people before being able to give you an answer. It's just an embarrassing mess over there.
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- Also Known As:
- Stowe Mountain Hotel Stowe
- Stowe Mountain Lodge Vermont