Snake River Lodge & Spa

Poor service, loud. Food was good though

Everything was as portrayed on the website. Perfect mountain/ ski resort. We could have been in a Hallmark movie

The hotel is located close to the ski slopes which is great for skiing. It's also within walking distance to many great restaurants in the other hotels. We did not ski, due to a previous injury but we found many things to do in the Jackson Hole area. When walking into the hotel either door and in the lobby you are hit with some heavy cologne smell...Ralph Lauren Polo? I'm not sure what odor they are trying to cover up but this scent is a bit overwhelming.

Unbelievable but true nigh**are. I booked a standard $300-$400 a night room for the Snake River Lodge on November 2023 for my stay in February 2024. The confirmation email I received on 11/29/2023 said that I owed $2,506.49 for the 5 nights starting 2/8/2024. I then received an email saying that I would pay a 40% deposit of $919.82 for my upcoming stay. On 12/7 my credit card was charged $919.82 twice, which was not supposed to happen. Then on 12/26/2023 my credit card was charged ANOTHER $10,592.86 for a total of $12,432.50 for a room that cost 80% less. My wife did not realize that this was a fraudulent charge immediately because I was going with a group, so she thought people were paying me back for the stay, which has happened many times before. Upon my late arrival in February 8th, I checked in and the front desk person told me that in addition to having overpaid $12,432.50 for a $2,500 room, I still owed another balance of $12,000. I was shocked and I demonstrated to the front desk person that I did not owe that for a standard room and that it needed to be corrected immediately. Who has an extra $10k sitting around in there account for an unauthorized charge?? The front desk person agreed and said they would fix it. On February 23th I called the front desk and spoke to Earl about the fact that there was still a $10k balance on my credit card that had not been refunded by the Snake River Lodge as promised. I had to go through the situation with him again and he spoke with the front desk manager and promised that it would be resolved shortly. He issued me a corrected internal refund statement on Snake River Lodge letterhead to show that I did not owe the money. I went away for travel and then returned home on March 6th and notified the Snake River Lodge that the $10,000 still had not been refunded to me as promised. I spoke to Becky who is the front desk manager and she sent me the same internal refund document that showed I was owed the money and that it would be refunded within 48 hours. I requested an actual credit card refund transaction detail with the reference number and it was not provided. The refund still hasn’t come! I requested a wire to my account so I could pay the upcoming credit card bill and there has been no response. I have never felt so alarmingly helpless about a $10,000 theft by a supposedly reputable hotel. As of 4/9/2024 I still have not been refunded the $10,000 overcharge. Now I have to look into my legal options. The time and stress of dealing with this has been significant and they absolutely do not care. I even asked them to put themselves in my shoes, but all I got was lip service. if you read all of the reviews on various sites then you will find there is a consistent theme about questionable practices but none as large as $10,000

The gate for parking was a problem because you had to get out of the car and go in side to ask them to open it. The pool was the most fun!

The resort was good but several areas could stand some updating. The most disappointing part of the stay was everyone working there was relatively new and from a foreign country with little knowledge of the area or building. More training is needed.

My family and I stayed at the Snake River Lodge this summer in the large 3br Premium Penthouse. Although quite expensive, we needed the space and ability to cook as we have a toddler. I understand the state of the world currently. I understand they are short staffed and everyone is working harder than ever. However, there is no excuse for some of the issues we had during our stay. We overlooked several things during our stay that would have normally sent me downstairs to talk to a manager (broken lights, food leftover in the fridge from pervious tenant, no water pressure in one of the showers etc.). The place needs a serious update, but we didn't need luxury. However, the leaking ceiling was the last straw. We had planned to make dinner in our kitchen and stay in, however, the ceiling started leaking around 5pm on our 2nd day there. Water was pouring out of the light fixtures, door trim, and seams of the ceiling. I called for Maintenance and no one arrived. We needed to put my daughter to sleep, and had to move her pack and play to our closet, because of the water (the leak was in the entrance/ doorway of her room. The water leak persisted overnight. We got up periodically and dumped 2 trash cans full of water to try to save their carpet. As a stroke of luck I ran into a maintenance man (younger very nice gentlemen) the next morning and dragged him back with me to the room. He said he assumed the AC unit was broken and that is what was leaking. He said someone would be back to fix the issues. No one ever came back. The ceiling kept leaking the next night. No one came back. We still could not use the room. I cannot pay over $3,000+ A NIGHT to not be able to use a bedroom! There is a reason we booked a 3 bedroom suite and it was not for my daughter to sleep in a closet. The lack of attention to this matter was unacceptable. I responded to their survey and asked for someone to follow-up with me, and have yet to hear from anyone. I wanted to write them to see if someone would finally remedy this situation but they completely ignored my issues. Do not stay at Snake River Lodge until they have done a complete overhaul of management and building.