Writing this review about my experience with the valets, Keith and his team are outstanding! They are so welcoming and did a great job. They even helped me get all of the mud off of my car. Thank you for taking such good care of us!
Visited the Viceroy Snowmass with my family during Christmas 2021. We found several aspects of our stay to be inconsistent with what was promised: (1) Access: - Ski in/out - the hotel was advertised as "ski in and out", except if there is no snow the small access chain lift outside the hotel does not work (and it did not for a number of days during our stay). Even when the lift runs, it would take you to the mid-station of the gondola, and the mod-station is not fully serviceable (one can get off, but not on), which means one needs to push on a relatively flat ski road to the gondola's base station. - Access road (Brush Creek Road) to Snowmass from Colorado State Highway 82 (CO 82 is the road on which Aspen Airport and Aspen are) - during several days of snowstorms during our stay, we found the road to be nearly impossible (in fact on one occasion the road was closed altogether; on another occasion the road was hardly suitable for driving with several vehicles, including a bus, slid into guardrails and partially blocking the road) (2) Service - for two days during our 8 day stay, our room was not serviced as all. Even simple requests - such as call to housekeeping for additional soap - were mishandled (instead of soap, three toothbrushes were brought to our room). Separately, the restaurant (Toro Kitchen & Launge), while nice and conveniently located at the lobby level is poorly managed. In our experience, the restaurant showed us no fewer than three separate waitlists for Christmas dinner, and while we were told that invitations were sent only to condo owners of the hotel, we saw an ad for the Christmas dinner at the Aspen Times newspaper. Lastly - and this is a relatively minor point - a gratuity of 20% is automatically added to all food service requests - whether for a meal at Toro or for coffee at the cafe bar in the lobby. ~ ~ ~ The property otherwise is well-planned and laid out. Most of the staff (some with as long tenures as 10 years) were very helpful - the concierge, the front desk, the car and ski valet were all nice and welcoming.…
Worst experience I have ever had at a hotel especially of this caliber. My wife came down with covid and I called within 10 minutes of her positive test. I made reversions 4 days before we were arriving and then had to cancel 2 days later and they didn't care at all. When I say they didn't care my wife had covid they didn't care and said they can't cancel are reservation or even give a credit. I said you then prefer us to come and spread covid in the hotel and restaurants and she said it was ok but can't refund. Cost was 15K for the 4 days so it wasn't a small amount. The manager Shelly told me they promise certain amount of money to the owners and they can't change there plans even if we have covid. Wanted to let everybody know how bad the Viceroy is.
I really enjoyed my stay at the Viceroy. The rooms are beautiful with great bedding, showers, and in unit laundry. Had great service and food at the premise restaurant Toro. Also enjoyed amenities such as on site ski rental and valet. The highlight of the trip, however, was the amazing staff. From shuttling us around snowmass to unpacking our grocery order which arrived before we did - we were truly impressed and delighted by every single interaction.
I stayed at the Viceroy for a week with a group of friends and we had an excellent time. What made our stay so exceptional was the welcoming and quality service and The Viceroy's ideal location within Snowmass. Other notable aspects about the Viceroy are its beauty and amazing views from the property, the incredible heated pool and hot tubs, and its convenient bar and restaurant. I highly recommend the Viceroy for 3-day+ winter/ski vacations.