The Westin Riverfront Mountain Villas, Beaver Creek Mountain

107 reviews

• E

  Eva

  Sep 2025

  2/10

  Part of the suites require you to walk through an i

• S

  Shannon

  partner · Jul 2025

  10/10

  Luxury with a great gym

• O

  oliv6099

  Solo travel · May 2025

  4/10

  Misrepresents itself. Very bad customer care

  Arrived, no valet. Dragged the bags in myself. Got convoluted instructions how to self-park that made my eyes gloss over as she just kept talking. It wasn’t that complicated. No mention of Bonvoy benefits at all. Getting into my room, there was a dirty napkin from a prior guest left hanging in the shower. I asked for housekeeping. They showed up and took the napkin away, didn’t even make a show of actually cleaning the bathroom. Bed was definitely not the “heavenly bed”- mattress was old and worn and I woke up multiple times every night with hip pain despite letting guest services know after the first night. They just put 2 comforters down under the fitted sheet- no other solutions offered in this near-empty hotel (like changing room, changing mattress). Hair dryer doesn’t work, intermittently blows hot and cold. At that point, I didn’t bother calling again to ask to fix that too. Was put in the villas where the smell of cooking and fried meat from neighboring units fills your unit and can’t help but seep into your clothes. Coffee shop is closed, market is closed, restaurant is closed except for an a la carte breakfast- none of this is outlined on the web site so you wouldn’t know that when booking. No mention of my [lifetime] platinum benefits when checking in despite attaching my number to the reservation. So got none. On the last night, I called to ask where I could eat because even the pool restaurant was closed that day and was told repeatedly by an agent (with someone whispering to her in the background very obviously) to look up the website for the restaurants, and my only option is the lobby bar. The website given shows the lobby bar hours until 10pm and does not say anything about the kitchen closing before that. So I arrived at 9:15. And was told the kitchen had closed and to try in-room dining. In-room dining had also closed at 9 except salads and sandwiches. And adds 22% to each bill plus a 6$ delivery fee After everything, I finally got upset on my last night there, I was starving, having eaten only a couple of granola bars because I spent a good part of the day in a sales pitch for the residences that I genuinely considered but finally declined. I spoke to “service express” whose attitude was clearly that it’s not their problem (though they were the one who sent me to the website that said the place was open til 10 and served food). No acceptance of any responsibility. I asked for the manager- similarly no accountability or care. I was told I could try Domino’s pizza. I have a health problem and this trip was made to try to help as a “wellness” getaway…with all the attention to “wellness” they advertise. Domino’s pizza isn’t even a possibility for me, but they clearly didn’t care why I might have been concerned in the first place. Last night ruined with zero effort to try to help or even figure out how to make amends for their mistake-much less take responsibility for it. They just shifted blame to another department as if that makes a difference to my vacation experience. I used to come to this resort years ago (> 5) and now I remember why I hadn’t been back- zero customer service, despite the great location. Bad enough to make the location irrelevant. . The attitude has always been that the staff are shift workers with no investment in the property or the experience in general and even less concern for yours. The answer to everything had always been to ‘do it yourself’, with indifference. Nothing’s changed except the mattresses are more worn out than 6-7y ago (and not changed) and the appliances are similar. They apparently don’t do much to clean the bathrooms between guests, they don’t think it’s important to let guests know what facilities are open or closed when booking, they aren’t interested in honoring Bonvoy status and they don’t show any interest in taking responsibility and addressing their own misinformation or troubleshooting. Their only ‘solution’ is to have you pay a mark-up in price and service charge as well as additional fee because of their mistake, or ‘figure it out’ elsewhere after outside restaurants are already closed. Best part is the laughter in the background on the call with the front-of-house manager overnight- like giggling high-schoolers are running the hotel. Being overtly ridiculed when calling with a complaint only adds to the aggravation. And I paid for the honor of being treated this way by employees half my age? The service is unchanged, and given long experience with hospitality and years as titanium and ambassador elite status [before an accident slowed my travel temporarily], this usually is a reflection on the manager who feels this level of ‘service’ is acceptable at their property. Unprofessional, giggling high-schoolers who don’t take responsibility for their mistakes and don’t show any concern for the guest experience at all. Thank goodness I didn’t buy into their points ownership program, which includes properties with this level of “care”. Judge for yourself if you want to spend luxury-level money for a hotel that doesn’t match what it represents itself to be.

• J

  Juan

  family · Apr 2025

  6/10

  Villa cleaning every 2 days not acceptable

• B

  Bryan

  CR · family with young children · Apr 2025

  5/10

  uncomfortable

  Our room was accessed through the basement. You literally enter through the parking lot, completely isolated from the hotel's facilities and amenities. Room service was never available. To order food, we had to take our car to the basement and drive to the front desk to request service there.