Viceroy Snowmass

I chose this hotel to celebrate the marriage anniversary, once it is a 5 star hotel in front of the mountains. But in my second time taking a shower, the water was so so so hot that was impossible to take a shower, but once I was already in the shower, I tried to finish. Then, I talked in person to the manager and she told me that she would send an engineer to solve it asap. In the next day, I thought that this was solved and my wife started to take a shower and the water became again extremely hot. My wife was not able to finish the shower and left the bathroom and then I called to lobby asking someone to fix asap. Finally, after I call them around 5 times, they told that the maintenance guy was trying to solve it and they asked me if I would like to take a shower in another room. Once I was late to take my flight in Denver, I accepted it and my wife and I left the room with robe to go another room to take a shower, but in the same time the maintenance guy arrived and solved the issue. This situation was very embarrassing, because my wife was with robe going to another room to take a shower in a 5 star hotel in our marriage anniversary. In the checkout, I was hopping that the hotel would give to me a discount or something to sorry about it, but they did not do anything. I will never return to this hotel again.

I rarely write reviews, but my experience at Viceroy Snowmass was so alarming that I feel obliged to share it. 1️⃣ A Serious Safety Incident The night before checkout, we returned to our room to find the swing-bar latch engaged from the inside while we were out. The room faces a small hill with an easily accessible patio — meaning someone could have entered. We were locked out for over 30 minutes until an engineer came and—clearly confused—used a clothes hanger to release the latch. No one apologized or investigated the incident during our stay. Later, when Chase Travel followed up on my behalf, the hotel claimed the latch “automatically triggered when the door closed too fast.” That explanation is factually impossible: the door has a slow hydraulic closer. Even their own engineer said he had no idea how it happened. The hotel never offered any clarification or concern for guest safety. 2️⃣ Poor Accountability and Guest Service This was not an isolated lapse. Staff were cold and unwelcoming at check-in. When I discovered a duplicate charge on my bill, I was told to “contact reservations myself” by the Front Office Director, Christina. Only after Chase intervened was the charge corrected. Every attempt to communicate afterward was ignored. Emails to management went unanswered. 3️⃣Overall Impression For a property that presents itself as a five-star luxury resort, the lack of professionalism, honesty, and basic empathy is astonishing. I expected warmth, integrity, and accountability — not indifference and denial. If you care about safety, transparency, or genuine hospitality, think carefully before staying here.

Extremely rude front desk staff!! Overpriced for no reason. We will not return after a horrendous 3 night stay over labor day weekend. The check in was unnecessarily difficult. They harassed us and took our car keys from valet so we wouldn't leave without paying for the 4 drinks we got at the pool eventhough we provided a credit card at check in. Valet is $50 a night and required. Do not stay here, it was a nightmare!!!

My husband and I stayed at the Viceroy Snowmass along with some friends and loved it. The location is within easy walking distance to Snowmass Village and the gondola (which allows dogs, just like the hotel). We had a sublime dinner at Toro, the resort's restaurant. Everyone was friendly. There's also a complimentary car service that takes you anywhere in Snowmass, which was helpful since we had an event to attend one night. There's also a little kitchen with plates and whatnot, which made heating up leftovers a breeze. Just an all-around pleasant stay!

For a five star hotel I expected so much more. To start, my check in process was such a disappointment. We booked this for a friends birthday and we all work at a hospital in Colorado Springs and were so excited about this trip so when we got there late after a 10 hour shift and driving 4 hours we were relieved to be there and get our vacation started but just to be greeted with the worst customer experience I could’ve imagined. Attitude from the front desk agent checking us in. To hardly any information about the hotel. (Found out later that we weren’t given the free reusable water bottles after seeing everyone with them the next morning) No help or offer to help with our luggage. Instead they watched as 2 tired girls struggled to get the luggage bell cart out of the door. And told to just leave the keys in the car. So not a great start to our trip. Finally in our room and the water took forever to get hot. The next morning I spoke with guest services manager to explain my concerns and disappointment, and her excuse was, “The night shift isn’t as good as the day staff.” Excuse me??? What kind of response is that. Then to make matters worse her only solution was to give us free bike rentals. Overall mediocre stay and not what we hoped for spending so much money to celebrate a birthday. Would not recommend and will not be back.