I’ve stayed on the St. Regis Deer Valley a number of instances, and in previous evaluations I’ve known as it my favourite ski factors resort in the US. Effectively, I believe I’ll be avoiding this resort going ahead.
We returned to the property this weekend for a ski getaway, and the keep was virtually comically unhealthy, as we moved rooms thrice in two days. I’ll assume that we simply had actually unhealthy luck with regards to our points, although the service restoration isn’t what you’d anticipate from a resort charging charges like this (and that’s being very well mannered).
For what it’s price, the resort was charging over $4,000 per evening for base rooms throughout our keep (we redeemed Bonvoy factors). In equity, it’s additionally Sundance proper now, although you’ll see the charges are fairly constantly $3,000+ per evening throughout peak ski season, which is wild, but in addition simply displays the present actuality of “luxurious” resort pricing.
Let me share what occurred, in chronological order…
Our hearth was damaged upon arrival
We arrived on the St. Regis Deer Valley at round 9PM. One among my favourite issues about this resort is how most rooms have fireplaces. Getting used to hotter temperatures in Florida, there’s one thing so cozy about turning on a hearth whereas searching on the snow. The fireplaces within the rooms are one in all my favourite issues about this resort.
The second we walked within the door we turned on the hearth… and it didn’t work. Okay, stuff occurs. So I picked up the telephone subsequent to the mattress to let the resort operator know, and that telephone didn’t work both. Thankfully there was a second telephone within the room, however it doesn’t precisely paint a fantastic image of the resort’s high quality checks while you decide up a damaged telephone to report a damaged hearth.
Anyway, the resort despatched up two pleasant engineers, who tried to repair the hearth. After about quarter-hour, they realized it was an even bigger problem, as apparently the wiring within the hearth had melted. They stated they’d come again the next day to repair it. Okay, stuff occurs, it’s not an enormous deal.
The resort ambassador reached out
The next morning, I obtained an electronic mail from the “resort ambassador,” with the topic line “How Is Your Keep at The St. Regis Deer Valley So Far?” I think about that is an electronic mail that goes to company who’ve sure Bonvoy elite standing, and had nothing to do with what occurred the night earlier than. Right here’s what the e-mail stated:
Good morning Mr. Schlapping– Enable me to introduce myself – My title is [name], and I function the Resort Ambassador on the St. Regis Deer Valley. As a Titanium Elite member, we’re honored to host you and can do all we will to make sure your time with us exceeds your expectations. Our objective and promise is easy: “To Make the On a regular basis Beautiful”. Please enable me the chance to help with any wants which will come up. I’m obtainable by way of electronic mail or instantly at [phone number].
Okay, so forgetting that she misspelled my title (is copying and pasting that arduous?!), I appreciated the concept behind this. Unbelievable, the resort needs to exceed my expectations, and “make the on a regular basis beautiful.” So I despatched her a really good electronic mail simply expressing my expertise the night earlier than:
Thanks a lot for reaching out, I respect it!
I’m a giant fan of the St. Regis Deer Valley and have stayed right here a number of instances earlier than. We arrived to our room yesterday to search out that the hearth was damaged. We known as down and upkeep got here up. They have been very pleasant, however stated they wanted extra time to repair it, and would come again this afternoon. On high of that, the telephone subsequent to the mattress doesn’t work. That’s not an enormous deal since there’s a telephone on the desk that does work, however I believe there’s possibly room for some extra consideration to element with regards to guaranteeing room facilities are working appropriately.
Anyway, if there have been any method to repair the hearth as quickly as potential, that might be nice. Thanks, and I hope you’ve a fantastic weekend!
Right here’s her response to my electronic mail:
I simply checked with Engineering and the half got here in at present and Engineering will probably be arising round 3:30 to repair. If the telephone on the desk isn’t working, please allow them to know when they’re there.
That was the extent of the response. There was no “I’m sorry,” or “I perceive your disappointment.” Additionally, if she’s the purpose of contact who is meant to exceed expectations and help me with any wants, couldn’t she let engineering know concerning the problem with the telephone, fairly than telling me to allow them to know (since I wasn’t planning on being within the room once they have been fixing the hearth)?
The fireside nonetheless didn’t get fastened
Within the afternoon, I bought a name from the entrance desk that the engineers have been prepared to repair the hearth, so I requested them to care for it whereas we have been out for the night. We returned to the room within the night, and I attempted to activate the hearth, however it nonetheless wasn’t working.
So I went all the way down to the entrance desk. I defined the problem we had, and requested the entrance desk agent if he noticed any notes concerning the hearth having been fastened. He said that the case confirmed as having been closed in his system, which meant that it needs to be fastened. I defined that wasn’t the case, and he stated he’d ship engineering up once more.
About 45 minutes later, the entrance workplace supervisor known as me, and stated that they weren’t in a position to repair the hearth as a result of they wouldn’t have sufficient time to take action, as it might take two to a few hours. He stated the engineers might return the next afternoon to complete the work.
At this level I instructed him to simply not hassle. Whereas a hearth is a pleasant amenity, I didn’t need to coordinate our total keep round getting a hearth fastened. It’s a pleasant amenity to have, however I didn’t need to base my total keep round getting this fastened.
What shocked me was the whole lack of any service restoration try by him. Look, I share suggestions with motels as a result of I would like them to know the place they should do higher, and never as a result of I would like something. I’m not a sure blogger who has a put up each week sharing how he screws motels out of compensation.
However you’d assume that on this scenario the resort would supply some minor gesture. Like, possibly a spherical of drinks, or a small credit score, or one thing, simply to acknowledge the inconvenience being skilled. However there was no try at that.
Challenges with getting Advil
The next morning, Ford had a headache as a result of altitude (we stay about six inches above sea stage in Miami, and the altitude right here will get to us). So at round 7AM I went to the entrance desk to ask if they’d any Advil.
They indicated that they didn’t, however that the resort’s present store would have it, and that opens at 8AM. Okay, we’d have to attend, however truthful sufficient. So at 8AM I went to the present store, solely to search out that they didn’t have any Advil. So I went again to the entrance desk simply to verify they didn’t have Advil wherever.
Actually, I’ve by no means stayed at a luxurious property that didn’t have Advil obtainable, both for buy or simply complimentary, not to mention a property attempting to cost $4,000 per evening. The St. Regis Deer Valley claims to have “the best service” and to need to “exceed expectations,” and to vow to “make the on a regular basis beautiful.”
The entrance desk agent really useful I might take the shuttle into city to search out Advil. Actually, for any half respectable luxurious property, the proper reply on this scenario needs to be that somebody from the resort will go to purchase it, since they’re lacking a fundamental amenity. By no means thoughts that I had already waited an hour for the present store to open, based mostly on misinformation from the entrance desk.
So at this level I requested to talk to the entrance workplace supervisor, to politely share my total expertise up to now. My problem wasn’t the Advil — it was simply the crappy service and managing of expectations, and we hadn’t even been on the resort for 36 hours.
At this level I talked to entrance workplace supervisor Lexi, who was very skilled. She was the primary particular person I interacted with who truly understood how customer support is meant to work. She was apologetic and tried to search out options with out making excuses, fairly than the apathy I skilled from everybody else (the entrance workplace supervisor the evening earlier than, plus the “resort ambassador”).
She instantly provided to ship somebody into city to get Advil (although I believe they really ended up discovering some on property, as a result of it was delivered to our room 5 minutes later). She additionally stated she’d look into the hearth scenario.
She known as the room about half-hour later, and defined that they realized it might take a number of days for the hearth to be fastened, however she provided to maneuver us to an identical room with a hearth, which was a lot appreciated.
In hospitality, you simply need to really feel understood, and Lexi did a fantastic job of that. She proactively stated she’d waive our resort charge. I believed that was a pleasant gesture, not less than (in spite of everything, these charges are kind of a rip-off to start with).
Our new room had no sizzling water
We packed up our baggage and headed to our new room. Certainly, the hearth did work, which was a lot appreciated. We unpacked as soon as once more, and Ford went snowboarding. In the meantime I bought able to get into the bathe, solely to comprehend that… the bathe had no sizzling water. It wasn’t simply that the water wouldn’t get sizzling, however it was actually ice chilly.
So I went again all the way down to the entrance desk to speak to Lexi. “Lexi, I actually respect you shifting us, you’ve been so skilled. We love the hearth within the new room. I hate to do that to you, however there’s one other drawback, because the bathe has no heat water.” She was clearly horrified, and stated she’d instantly ship engineering up. I instructed her we might be at lunch, and requested her to get in contact with me concerning what they discover.
Throughout lunch, Lexi known as me and instructed me that the bathe couldn’t be fastened. At this level she provided to maneuver us to a set, and she or he stated she checked the suite to guarantee that each the hearth and bathe have been working appropriately. Hah. Positive sufficient, the bathe and hearth have been working, and every part was positive.
An $11.88 apology for the problems
To cap off this mess, the resort despatched up an amenity as an apology. It was a bottle of glowing wine. The resort is thought for its signature champagne sabering each evening, and it even has a Moët & Chandon tent. Absolutely they’ll give us a good bottle of champagne as an apology, after we’ve moved rooms twice in a matter of hours?
Effectively, you’d be fallacious. As a substitute they despatched up an $11.88 bottle of glowing wine. Guys, Korbel prices greater than that. If this have been any cheaper, it might be the Duc de Paris I used to be served in China Southern firstclass (as longtime OMAAT readers will bear in mind!). I imply, Air France pours considerably nicer stuff in financial system.
The unhappy actuality of some “luxurious” factors motels
Whereas I’ll dedicate a separate put up to this, I simply wished to briefly contact on how luxurious motels are costlier than ever earlier than, whereas providing lower than ever earlier than. And it’s particularly unhealthy with the motels belonging to the key international resort teams which have loyalty packages, as a result of they appear to get away with crappy service, however folks nonetheless keep on the hamster wheel.
This resort is repeatedly charging over $3,000 per evening for base rooms in ski season. Now, I’m not a moron, I’d by no means pay these sorts of costs at this resort. If I have been to drop that sort of money, I’d e-book Cheval Blanc Maldives or a Singita safari, the place you’ll even have a memorable expertise.
Nevertheless it’s difficult, as a result of I’ve to think about an enormous share of rooms at this resort are booked with factors, and it makes it sort of powerful to handle expectations. Like, for those who’re staying at a resort that’s charging $4,000 per evening, must you anticipate respectable service? When a resort tells you that their objective is to exceed your expectations and to “make the on a regular basis beautiful,” after which asks you ways your keep is, must you imagine that they really care? Ought to these of us redeeming factors simply shut up and anticipate nothing?
For instance, final ski season we stayed at Airelles Val d’Isère, which was lower than half the associated fee. In Europe, the small luxurious resort teams nonetheless care about visitor expertise. They cost quite a bit, however they really “make the on a regular basis beautiful.” I imply, simply as the usual welcome amenity, you get a bottle of Dom Perignon 2013.
In the meantime whereas the St. Regis Deer Valley is charging $4,000 per evening, you don’t get any kind of welcome amenity, and in the event that they actually screw up, they offer you a sub-$12 bottle of glowing wine.
How do you reconcile what the resort claims to be, and what it truly gives?
Backside line
We had a fast weekend getaway to the St. Regis Deer Valley to ski. Sadly our keep ended up consisting of being in three rooms over the course of two days, with the primary room having a damaged hearth, and the second room having no sizzling water.
To me, essentially the most fundamental factor {that a} resort can supply is functioning room facilities. That’s not simply one thing you anticipate at a luxurious property, however even at a restricted service property off the freeway. The St. Regis Deer Valley fell quick there.
I very a lot respect how skilled Lexi was, although my different interactions with administration employees actually left quite a bit to be desired. For thus many motels these days, the one factor “luxurious” is the pricing…
What do you make of this St. Regis Deer Valley expertise?
