I had such high hopes staying at a Montage for the first time but was disappointed. The montage is high up the mountain and we were all affected by the altitude for days. For the last 15 years we have stayed at the Ritz Carlton in Bachelor Gulch which I thought was higher in altitude. We have never had a problem before. When we would come down the mountain to go into town we felt better.

We also were extremely disappointed to find out at check out that the hotel had given us a $250 per room daily spa credit. You can imagine how upset I was because no one told us when we checked in. They handed us a piece of paper with the American Express benefits that were bolded so we were looking at the paper as they explained the Amex perks. No one mentioned the huge spa credit which would have made the trip outstanding because I later saw that the spa had treatments for altitude sickness. At check out the receptionist said that they would credit the money to the bill…and then they never did after several emails. I then asked for the spa credit toward a future stay and they said no. I guess we are done staying at a Montage which is unfortunate since I wanted to book the Montage in Big Sky or California. I had paid for two rooms for six nights. It’s not like we were there using points.

Overall I am very disappointed with the manager’s response especially when he replied that they “looked at the cameras and saw us looking at the sheet of paper they gave us” at check in as if we knew about the spa credits and chose not to use them! Believe me if I had known that we had a $500 daily spa credit I would have gone every day with my three daughters who are in their 20s to use it! Unbelievable poor service not to inform us at check in. The Amex rep told me it’s like they offered it but didn’t want us to take advantage of it.

Let me start by saying that I RARELY write reviews, however, in this instance it is definitely warranted. For more than 20 years, we generally stay in 5 star hotels when we travel. This experience comes with a level of expectation. From the minute we checked in, Montage clearly failed to meet 5 star expectations.
Three days prior to our arrival, I received an email from the Montage detailing our 3 night stay, including a complimentary upgrade of room from a King to a King suite with fire pit. Upon arrival, we were given a handicapped accessible junior suite and told to be happy with this upgrade. I specifically asked and confirmed that the room had a standard shower set up and NOT grab rails and hand held shower head. I was then told that there was no other room available in the hotel even if we wanted the standard King that we booked! When arriving at the room, we discovered a tub with 6 grab bars and a hand held shower head! The rod for the shower head was too short for my husband to stand under! Shower pressure was non existent!
Upon arrival to check out, the following was reported:
1. a/c was not functioning properly on night 1. When I called to address, there were no apologies. Simply told that it would be reported.
2. Light bulb did not work in shower
3. Toilet ran for over 2 days and nights! The second time that engineering showed up, they finally replaced the necessary part after explaining that we called twice over two days to report.
4. No sports channels worked on the TV. We were told that the hotel was in contract negotiations with the cable company
5. No honor bar, coffee pot or snack in room. Very plain and worn. Room was tired and need refresh! Towels were thin and felt old.
We have stayed in this hotel several times over the years. So sad to see how much it has declined.