Residence inn by Marriott Big Sky /The Wilson Hotel

Negatives: Restaurant and bar was closed due to plumbing problems.

Negatives: I thought it was closer to downtown Santa Fe

Negatives: Rooms was terrible, beds so soft and uncomfortable. Sofa bed might as well sleep on top of rails. Arrived at 9pm and couldn’t get any food (besides the microwave burritos or ramen offered at the mini store. For $700 a night I’d expect better service and options for customers.

Negatives: Could not open windows

Negatives: The place was incredibly understaffed. Every single time we went to the reception, there wasn’t anyone there (check-in, check-out, questions, etc.). There was one guy overworked who was taking phone inquiries, running errands for rooms and trying to attend to the reception as well. For $340/night? This is unacceptable. In addition, when we got back the second night after a long day, housekeeping didn’t come to our room. When we asked about this, they said they only do housekeeping every other day now. We were not informed of this, and again, we were paying $340/night for an average hotel room. Overall, very disappointed in this stay. Would not recommend this hotel.

Negatives: Dishonest, bad practice, and it is in the middle of nowhere: First of all, this location is NOT an ideal choice if you are going to ski. It is situated in a so called "Town Center" where basically has nothing much around it and it is in the middle of nowhere! Secondly, to make things worse, the front desk staff and the assistant manager treated us like fools when they checked 3 of us into a room with a king size bed (our reservation had two queens) but told us that they only saw 2 people on this reservation in their system when we demanded to switch rooms. When I confronted them with my actual reservation details on Booking, they claimed that they actually gave us a "a free upgrade" because they are completely sold out! I guess we must have looked as if this was our first time traveling?! How can it be a "free upgrade" when both rooms have 413 sq ft and one of us has to sleep on the sofa?! Thirdly, after we waited over 45 minutes for them to resolve this issue, I finally demanded a full refund because they insisted that they were "over sold"! Then the area general manager came and told me that "they have the right NOT to HONOR the original reservation based on their capacity because we booked through a third party, and it is stated in the contract"! Lastly, when she emailed me for the record of the full refund, she said "I would like to apologize of course first and foremost on the accommodation and for the change in the room type. We should have contacted you right away when we noticed this was the case". REALLY?! I booked this reservation about 5-6 months ago and planned everything around it! So, you would just call to tell me either take it or leave it because I booked through Booking, and you are sold out?! I have travelled all over the world for both business and personal reasons, and I have mostly used a third-party booking system, but I have never encountered issues as such!!