Faraway Jackson Hole

Marthy was the reason we stayed. He greeted us warmly, got us checked in smoothly, and the next day remembered our names, offered guidance, and suggested things to do nearby. His customer service really stood out, and I hope his effort gets recognized. If I owned a business, I'd offer him a job without hesitation. It was our first visit to the Jackson home, and we arrived with high expectations because of the location and premium rates. Instead, we learned that construction meant amenities would be unavailable. The lobby was past a parking lot full of construction equipment, including a large crane, and my husband had to park and walk quite a distance back to the hotel. It wasn't convenient, and we considered leaving, but it was late so we stayed.

The only real downside was the renovation. We had to use the amenities at the adjacent resort, which was already crowded. Otherwise, it's an excellent lodge, with a spacious room, very pleasant and helpful staff, and a bed and pillows that made for a perfect night's sleep. The jacuzzi in the bathroom was an extra wow.

The ski valet staff were awesome, and the location was the only other cool thing about this hotel. Our room was next to the ice machine, elevator, loud machinery, and parking lot. The noise was so bad none of us slept, not even my kids. When we asked to move, they gave us a dark room looking at a wall. We just laughed and tried not to let it ruin the holiday. For the high price, the dated rooms and noise were insulting. We left and booked another hotel, and they refused to refund us. Be aware of the 21 day cancellation policy. I felt completely taken advantage of. The new hotel was much better, with a free upgrade and fantastic customer service, so there are much better places in the area. I don't recommend this hotel at all.

I've stayed here every year for nine years, and until this year it was always wonderful. It used to be my favorite resort, so seeing what the new owners have done is sad. They seem to have no interest in maintaining the place as a destination. They're apparently cheaper than Mississippi, my home state. The spa has gone downhill the most. The outdoor hot tub hasn't worked for two years. I tried to be patient about it last year, but this year they've got a hose running lukewarm water into the pool and call it a “hot tub.” During regular spa hours, 9a-9p, it's hit or miss whether the equipment is available, on, or accessible. Twice I had to ask the front desk to send someone to turn on the lights in the men's spa. Why should I have to do that when I'm paying basically $900 a night for seven days? I've had to request basic things that should already be in my room: robes, a do-not-disturb sign, water, and soap bottles that aren't 4/5's empty. The hotel workers have been okay, but a bartender scoffed when I asked for silverware. They didn't even give me real silverware, just a biodegradable fork that bent before I could open the PLASTIC it came in. Some of the ice machines don't work, so getting a drink in your room means going to another floor. Half the outlets in my room don't work, so I have to charge my phone across the room. The mountain view from my window has been the best part, though even the windows are filthy. The laundromat downstairs is sad, too. And don't be fooled by talk of renovations. It's apparently the annual joke around here. Even the manager at the desk said she had no idea if or when it would happen because they said the same thing last year. Maybe the people here with far too much money don't care about the hotel's condition, but it used to be where I came to rest.