Pendry Park City

I had called and requested an upgrade when I booked this stay 6 months in advance. I’ve stayed at Pendry many times before, and I even gave the room number of a room I had previously stayed in and would appreciate the opportunity to again. Not only did my request go unfilled, I was told I was lied to by an individual on the phone as there was no note on it in their computer system. To make matters worse, two weeks in advance and the day prior to departure, I requested late checkout, they told me they couldn’t answer me until the morning-of. So, morning-of, I walk down to the checkout on my way to the mountains in all my skiing gear, and they said “sorry, but no your room is being used tonight”, I offered to pay an additional late checkout fee, etc. but was not met with any considerations. I only had 5 hours to ski during my stay, so I was in a bit of a time crunch and then learned I had to go back to my room to pack everything up to bring it back down to the front desk. During my last night’s stay, I had no hot water from 4pm-11pm. As I was checking out, I told the front desk that I’ve stayed there many times in past years and they had all been excellent, but I was fairly disappointed and underwhelmed with this stay. I also noted I was a part of an event going on there and next year it’s moving to a different hotel, but I would indeed be willing to stay “offsite” from the event, and continue to stay with Pendry, if they could perhaps offer a slight discount code, or a guarantee at an upgrade. The ma’am looks me in the eye and tells me “when they book the event with Pendry next year, just call right away and request an upgrade”. I’m sorry, you obviously didn’t listen to anything I just said… at that point I was so frustrated I just had to leave. Not to mention I was under the notion parking was $30/day in P2, and I left one time besides my final departure, and had to pay $160 total. I understand it’s part of Vail, not owned by the Pendry, but come on, you can just use that as an excuse? Have a little more control over the property you manage and operate. - Disgruntled Customer

Our stay at the Pendry for two nights was lovely. I was slightly apprehensive after reading a few of the recent reviews, but I was pleasantly surprised. We stayed in building 3 on the 5th floor and had nice views of the area. As part of check in we received $100 credit toward meals on property, a free breakfast for two and a complimentary shot. We ate dinner at Kita for Valentine’s dinner and it was really good - tuna tartare, hamachi, oysters, sushi rolls, sashimi - all delicious. Our room received housekeeping each day and turndown service each night, and the robes in the room are so cozy. We took advantage of the hot tub after a long ski day and it was busy but not overwhelmingly crowded. The valet and bell men were all so helpful and kind, and I honestly can’t think of one thing that could have been better. Thank you, Pendry!

Not a 5-star experience. Front desk staff was not welcoming and failed to provide overview of the hotel or instructions on how to locate our room when checking-in. Rooms furnishings are basic and not well maintained. The room HVAC was unbearably loud and sounded like a blow-dryer or vacuum was running. After I complained about the HVAC room noise, engineering came and told me there was nothing that could be done. They offered no solutions. The front door staff was great and the location was convenient for skiing. My stay was overall disappointing and staff treated me like an inconvenience rather than a guest. Look elsewhere for a 5-star experience as the Pendry did not deliver.

The physical hotel rooms and space are great - no complaints there. Our challenge is with what felt like overwhelmed staff (taking multiple hours to respond to a request from house keeping), and their CRM systems can record requests from guests, but nobody seems to look at the messages to take action. One example: 1) We requested a rollaway bed for our room when we made our reservation 1-month in advance of our stay. 2) At check-in, the person who checked us in confirmed our request for the rollaway bed was in our reservation. 3) By the time we got to our room ~1 hr later, when we called for the rollaway bed we were told they had no more. I don't know much about CRM systems, but it seems like the hotel isn't using them quite to their potential. I have other examples. All the people we interacted with were lovely, kind and professional. It just seems like the systems (and staffing) leave something to desire.

A nice looking hotel (with some service glitches) whose biggest issue is the location. As others have pointed out, this is NOT ski in/ski out. At present, IF the nearest lift and trail (Sunrise) were open (which they aren't and this is reportedly the last priority of PCM), you could potentially ski down close to the hotel entrance. However, getting ON that ski lift requires a hike up a small hill or staircase. That said, these aren't open so what you really have to do is hike across canyons village in your ski boots, carrying skis and poles, to the red pine gondola or orange mountain express. This is about a 10 minute walk but in ski boots and carrying gear it's not pleasant especially when paying for ski in/ski out. This, in addition to the ski patrol strike that virtually shut down the canyons side, made it an inconvenient location. I would not book this for a ski trip until the strike is over and the new gondola from the Canyons is complete. On the plus side, the hotel is well designed, the bars in the lobby and on the roof had good service and maintenance responded quickly to various issues. On the needs improvement side, the lobby restaurant is very small for the size of the hotel, on a holiday week one could never get a table. And, the rooftop only has two seating areas around fire pits which go right away. Reservations at the restaurants are very hard to get in high season; a month in advance the Pendry concierge told me they were long booked, so you find yourself going to the Park City side to eat out. Which, all told, is the better side to stay for convenience.