Viceroy Snowmass

We stayed in the new Cirque building. It is very nicely appointed, and I believe we were the first guests in that particular room (one bedroom premium). Cirque is connected to the Pinnacle Tower by a walkway, albeit on a different floor. Viceroy is a great ski in-ski out location, and Four Mountain is on-site for all rentals. The ski valet is fantastic too. We did have room service, and ate breakfast at Toro, but were good as expected. Complaints: The view from the room was directly into a parking lot and garage. Be nice to have that explained in advance. There is construction at Stratos, so you will be awakened daily with noise at 7am. Main issue was 2 days prior to arrival I received a marketing email from Viceroy to “check out their rates,” which I did. It was $1,238 less than what I was paying for our 5 night stay, so I called. I was told after 30 days, my rate was locked and I would forfeit my $11,000 to rebook at the new lower rate. Don’t send me an email to check rates, then not honor the new lower rate! I told the manager, and was told “sorry, but that’s our policy.” If that’s your policy it needs to change, or undoubtably another guest will feel like $1,238 was stolen from them.

A Tale of Two Experiences: The Viceroy, January 2025 Our stay at the Viceroy felt straight out of a Dickens novel—the best of times and the worst of times. Here's a breakdown of the highs and lows: The Positives Ski Valet: Outstanding and responsive service made our ski experience seamless. New Wing: Beautifully designed and well-built, adding a touch of elegance. Gym: Fantastic views, plentiful equipment, and thoughtful amenities like fresh fruit and water. Location: You can’t beat the convenience—true ski-in, ski-out access nestled in a stunning mountain setting. Dog-Friendly Atmosphere: A highlight for pet owners! They provide a charming amenity box for their four-legged guests, and all the dogs we encountered were well-behaved. Plus, the responsible dog parents created a pleasant atmosphere. On-Site Managers: When accessible, they were professional, competent, and kind—a bright spot in an otherwise uneven experience. The Mixed Bag Housekeeping: Some days were excellent, with prompt and thorough service. Other days, they were a no-show or caused damage (e.g., leaving the insinkerator button ripped out). Consistency is sorely needed. Spa: While the spa has potential, it’s limited by only a few treatment rooms that book up quickly. The service was average, and the spa desk staff struggled to name treatments or answer basic questions. The Negatives Undertrained Staff: The hotel relies heavily on young, inexperienced students who handle much of the guest-facing roles. From check-in to check-out, it was clear that many of them were overwhelmed and inadequately trained. While it's understandable this was early in the season, it made for a disorganized and frustrating experience. On the ground managers were as helpful as they could be, but could be difficult to reach. The primarily student staff who made up the majority of the front facing staff were not incentivized to connect guests to managers and, in two instances that we witnessed, claimed to other guests that they didn't know who their managers were (!). The general managing director, Brian Harrier, unfortunately leaned more toward defensiveness than helpfulness when issues were raised. The resort manager, Luke Daly, however, was thoughtful, creative and unfailingly professional. Food & Beverage: This was the worst. The department needs a complete overhaul. The restaurant is Toro and its issues ranged from poor allergy management (a family member was repeatedly served something they were allergic to) to sloppy cross-contamination practices in the kitchen. Meat scraps I didn’t order, mixed into other foods, became a routine annoyance. Food staff were non-responsive to complaints unless a non-f&b manager became involved. The food and beverage (f&b) manager, along with his second-in-command, Oscar, left much to be desired in terms of professionalism or courtesy. (One shout out: the waitress, Jordan, was an absolute blessing and very helpful). The bar had inconsistently trained bartenders - one very good, one very not. Dine elsewhere, particularly if you have allergies or other dietary restrictions. The Rating Here's the reasoning for 3 out of 5 stars: 1 Star for the fantastic location and ski-in/ski-out access. 1 Star for the standout positives: the ski valet, pet-friendly amenities, and beautiful new wing. 0.5 Star for the gym and the professionalism of the on-site managers (when reachable). -1 Star for the significant issues with Food & Beverage, including cross-contamination, dietary insensitivity, and poor management. -0.5 Star for inconsistent housekeeping and the unprepared, undertrained student staff, which led to a frustrating guest experience. While the positives are strong, the significant operational issues drag it down, making it a solid 3-star stay with potential for improvement. The Verdict The Viceroy has tremendous potential but falls short due to a lack of comprehensive training for its predominantly student workforce. The stunning location, pet-friendly policies, and a few standout on-the-ground managers can’t fully compensate for the uneven service and glaring issues in Food & Beverage. If the hotel invests in better training and Food & Beverage management accountability, it could live up to its luxurious reputation. For now, however, expect a mixed experience.

This is one of the most exeptional ski in/on properties we have ever stayed at. The rooms were immaculate and lovely; the boot room and ski valet were easy and pleasant. The restaurants were perfect. And, the hot tubs and pools were perfect after a day of skiing. Definitely our favorite ski trip ever and we can't wait to go back next season!

I finally felt like I was treated the way I expected from a bar tender at a ( star hotel, her names is Stephanie. The ONIE PERSON. Shins the bar this entire trip and over the past rn years do my family and I frequenting the Viceroy who showed a level of true sophistication and kindness that I appreciate. Also, I would like to mention, Bernardo & Camila, who treated my family with the respect that I feel a person deserves who not only stays in a 5 star hotel, but as a person who reciprocates the same level of respect. Ery grateful the the few people I mentioned who made our experience worth white.

Wow what a disappointment. Came here thinking luxury at its finest spending $1500 a night for a small regular room. What a joke. Service , room, amenities all very average at best. Bar and restaurant charge 22% service fee on top of overpriced items. Shuttle costs $150 to go 30 mins one way. Very crowded. Vail and so many other places are so much better.