Stonegate Resort

Our staff retreat did turn out well, but the resort and property management did little to help. The room had no coffee maker, and though someone promised to bring one, nobody showed up during our three-day stay. After one email exchange, management stopped replying. There was no one on site to help, and later follow-up emails went unanswered. We booked because the website said the pool, games room, and in-room amenities were available. The main page and room listing both showed the pool as open, and the amenities section gave the same impression. Only after booking, in small print buried in a detailed subsection, did we find a note saying it was closed. On arrival, both the pool and games room were shut, and there was no coffee maker. Nothing on the site mentioned the games room closure or missing coffee maker. Calls to management revealed an ongoing strata issue and that the pool had actually been closed for over a year. The main page and amenities section still hadn’t been properly updated. A small disclaimer in a detailed section most guests would take as supplementary doesn’t make the prominent claims any less misleading. Promises weren’t kept and communication was ignored. This feels like deeply negligent management, or possibly deceptive. I feel the building’s owners are being poorly represented and mismanaged. A little transparency and basic follow-through would have helped, but neither happened.

Once we got settled, the rooms were clean and cozy, the deck hot tub was nice, and the skiing location was great. We’d stay again now that we know our way around. We could have used more towels. Getting there was another story. Our group of four arrived late on a weeknight, and finding the property and parking, then figuring out all the locked doors, was a challenge. We called the “front desk” for help, only to learn they weren’t on site and didn’t know the buildings or roads well.

The parkade has benches and ski racks beside an outside door that leads onto a run to Ridge Rocket/Snow Ghost. The condos are near the village, with underground parking, and some units have their own hot tub. The pool table and kids’ games room were still available. I’d give the service three stars because the outdoor hot tubs were shut down April 1, even though the ski season lasts a few more weeks. Why not leave them open?

It’s a pretty good spot near the village, and one of the few buildings with an outdoor pool, when it’s operating. There’s no one managing the desk, so you’re on your own. I used Big White central reservations exclusively for two years, but I’m done after a bogus damage charge to my family. Their buildings are mostly old and run down, the elevators don’t work, and you may have to carry your things up three flights. Rooms aren’t clean either. From now on, Airbnb only. What an absolute disgrace.