"Sun Mountain Lodge knows they're the only game in town as one of the supposedly nicer lodges at a great location, so they don't put effort in the guest experience and quite frankly, seem unhappy and overworked. Staff communication felt unprofessional and reactive, from inconsistent spa pricing on brochures and displays, to poor use of their texting system and confusion over requests like sending champagne glasses to the room. We didn't receive a response for 2 hours and after canceling the request, someone still came to our room 30 minutes later.
Our room was also expensive for what it offered, lacked a TV, and we had a toilet issue immediately after check in that could have been handled way better. When we called to explain our worries, we were asked "what do you want us to do about it," an odd response for someone who should be providing us solutions. The toilet got fixed which they seemed extremely relieved about as availability was limited, and their back up option to move us off the main lodge and "have" to upgrade us just seemed too difficult. As we received no update, after dinner we had to stop by the front desk to confirm ourselves if the issue was resolved.
Our overall stay was extremely disappointing; we would not rate this as 4 stars and wouldn’t return as a couple, though it may still work for families. There's a lot to be desired staying at Sun Mountain and I hope they take this as a wake up call for a much needed refresher training on basic guest relations."
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