One&Only Moonlight Basin

The hotel is beautifully designed and decorated. Our room was spacious. But, service is hit or miss. Housekeeping was simply bad on two days, as was the turndown service. One housekeeper appeared stoned (she came back twice within an hour), and was bad both times. On two other days housekeeping and turndown was good. Strangely inconsistent. The food service and quality was average at best. Breakfast (which is included) was very good. Dining options were limited. We were there for 4 nights and the flagship dining option (The Landing) was closed all nights. We turned back our entrees at Wildwood one evening. The Japanese restaurant was also closed one night, but it is beautiful. Options are limited, and the property is isolated (at least a 15 minute drive from any other restaurants) so plan ahead. The spa has a well designed and equipped workout area. Staffing seems to be an issue as many of them were from other One and Only properties and the housekeeping issues seems to underscore the problem. We are One and Only fans, but this experience indicates that this property has a long way to go to match the O & O standard.

We had the most incredible stay at O&O Moonlight Basin. The property itself is stunning, very very special. If anything the website undersells it (like I had no idea they had a pool). The rooms are also incredible, one of the nicest we’ve had and we’ve stayed at a fair few very high end properties. We had the entry level room and it was amazing, beautifully designed, very spacious, and well laid out with incredible views. We weren’t sure what to expect in terms of service based on other reviews and came in prepared for some bumps, but the service we had was exceptional throughout. Our hosts Victoria and Maria were wonderful, very responsive and overall it felt like all the staff genuinely cared about providing a special experience. The food was also fantastic, one of the best breakfast buffets I’ve had in the States. You could tell a couple servers were inexperienced, but that wasn’t a problem (in fact it was somewhat endearing) and food generally came out quickly. The Landing took a long time but the service was fine, I think the kitchen was just slow. We also loved the spa, Michael the spa manager and his staff were great, my treatments were amazing and facilities are beautiful. The gym is also incredible, and Christian at the sky lodge was super helpful for off property activities. And Wendy teaches a great Pilates class. Overall we think this place has largely worked out the kinks and is already well worth a visit. We loved it so much we ended up extending another day. My only suggestion is a more varied menu at Wildwood (odd for the signature restaurant to have a pretty limited menu). And I do think it’s helpful to have a car in case you want to go off property, there are amazing hikes and taxis / hotel transport is very expensive.

My husband and I went for a relaxing mountain vacation. We have had some exceptional experiences at One & Only properties including Rwanda which was spectacular. This hotel wins on setting and loses on most everything else. I can tell you from speaking to other guests there - that they all experienced the same - rooms were incorrect - ours was clearly a last minute change, had a view of the loading dock and AC units and dumpsters when we had reserved a two bath suite. They said nothing could be done. A huge speech by one host about daily texts only for 36 hours and three reminders to the front desk never got a text from any host. The activity prices for any experienced outdoor person are laughable. $3600 for a trail ride with transportation. Close to $3k for fly fishing. We have contacts in the area and booked our own. The junior staff are so nice, but there is ZERO leadership. We sat the bar next to a family who had requested adjoining rooms for them and their kids and the rooms were in separate wings. Also many of the people there have never clearly been outdoors. One staff member debated me on whether I had a picture of a mule deer or elk. It was not a mule deer lol. At the end - we were ready to leave - the spa was nice but seems a bit separate from the hotel and we booked with them directly as the front desk again seemed confused. For the prices they charge - it should be FLAWLESS.

The resort itself is absolutely stunning. The property is beautiful, the setting is breathtaking, and the accommodations are luxurious. Unfortunately, our booking experience left us extremely disappointed. As an American Express Centurion member, I wanted to make sure everything was arranged properly before traveling with my wife, our three young children, and our nanny. Because we had specific questions regarding accommodations, additional rooms, and our children’s stay, I called the resort several times over the course of several days. Despite leaving multiple messages, no one returned my calls. After repeatedly trying to reach someone, I finally requested to speak with a manager and was connected with the General Manager, Mr. Serge. He answered all of my questions, and I thanked him for his time. I explained that I would have American Express Centurion book our stay so we could receive our Centurion benefits and the rate they had quoted us. Mr. Serge told me there was no need to go through American Express. He assured me that he would personally take care of our reservation, honor the same benefits, and have our two rooms ready for our four-night stay. Based on his assurances, I trusted him and allowed him to handle the reservation directly. When we arrived after traveling all the way from California with three young children, I was shocked to discover that we were being charged thousands of dollars more than the rate American Express Centurion had quoted us. At that point, we had no practical choice. After such a long journey with our family, we were effectively forced to accept the significantly higher charges because canceling or finding comparable accommodations on arrival was simply not realistic. What disappoints me most is not just the additional cost, but that I relied on the General Manager’s promise. Had I booked through American Express Centurion as I originally intended, I would have received the quoted rate and the benefits associated with my membership. Instead, I trusted the resort’s General Manager, only to feel taken advantage of. It is unfortunate because the resort itself is exceptional. However, the way our reservation was handled fell far below the level of honesty, transparency, and professionalism that I expect from a luxury property of this caliber. I sincerely hope the resort reviews this matter and ensures that future guests are treated with the integrity and fairness that a property of this reputation shoul

Very overrated and expensive. Staff are not trained compared to all the other one and only properties we have been to which have been excellent . Disappointing , still don’t know where we are going for dinner tonight we haven’t heard back since yesterday! Beautiful scenery though and nice amenities