One&Only Moonlight Basin

We are big fans of One&Only Cabo and were excited to experience the new Montana property, but unfortunately the service fell far short of what we expected, especially at this price point. We booked the trip to celebrate our anniversary and had a special dinner reservation for that evening at their Japanese restaurant. A few days before our arrival, we were informed by email that the restaurant had been bought out and our reservation had been moved to the resort’s casual restaurant, where we were already set to dine on night one. There was no apology or effort to help make alternate arrangements. When we explained that it was our anniversary and we had booked this months ago, the resort sent us a list of nearby off-site restaurants. We chose one, only to be told by the resort that it was fully booked. My husband then called the off-site restaurant himself, spoke directly with the manager, and was able to secure a reservation. To make matters worse, the resort charged us for transportation to and from that restaurant, even though we only had to leave the property because they canceled our original anniversary reservation. There were several other service issues throughout our two-night stay that simply did not match the level of hospitality we have experienced at other One&Only properties. Afterward, my husband sent a thoughtful email outlining both our concerns and the positives, including how beautiful our cabin was. We never received a response. We would have preferred to resolve these issues directly with the hotel rather than post a review, but after receiving no response, I felt it was important to share our experience for other travelers expecting a level of service that matches this price point. The property and accommodations are beautiful, but at this level of pricing, the service should be exceptional. Unfortunately, our experience was not.

I don’t usually do reviews, but it was a must for this experience. One&Only Moonlight Basin is in a class of its own. From the moment we stepped foot through those doors it was unmatched. The lobby automatically transports you to mountain luxury vibes. The staff’s attention to detail while greeting us was fantastic. The little touches of welcome drink and warm towel did not go unnoticed. We felt welcomed and special, not just like another number checking in. Shortly after, you are paired with a host during your stay. Our host’s name was Aiden and I’ll touch on him more later…but if you have kids, you’ll want to know why. The property was gorgeous with views that leave you wondering if they’re real. Pictures don’t do it justice. Almost seems like you’re looking at a portrait when you see Lone Mountain peak just beyond the balcony lobby. On the journey to our room (we stayed in a cabin) we chose to walk since it was along a beautiful path and not far, or we could have chosen the side-by-sides they have available to guests for transport. We saw lots of wildlife (including several moose!). Rooms are stunning with a well-thought out layout throughout that felt like we had enough space for our family of 4 and let me not forget to mention a designated closet area! Why don’t more hotels do this? The suitcases, clothes and shoes all had a place to live during our stay and didn’t take away from the beauty of the room. Because who loves to stare at open suitcases in a beautiful room? (I’m not an unpacker). So now back to our host Aiden. He elevated this entire experience. For me, it’s all about the details. When we walked into our cabin we had some One&Only kids backpacks filled with a branded water bottle and binoculars - prepping us for our adventures of course! They also surprised us with little stuffed bears, crayons and personalized coloring sheets with their names on it!!! And all of that was left with a personalized note from Aiden. 10/10. Additionally, you have a direct number to him to text with any personal requests, needs and they’ll be checking on you throughout your stay. Amazing. We were there for my son’s 10 birthday and we always like to do a scavenger hunt for him the morning of. Being in a hotel was going to be interesting to navigate, but Aiden so graciously helped us coordinate with the hotel and was even one of the clues! So after a few clues, my son had to find Aiden who then presented him with his next clue and some agate rocks! Boy moms know about their sons and rocks and how cool this was! Aiden was made for hospitality and truly went above and beyond our entire stay. All this to say, if you’re thinking of exploring this property do it. So many other things to mention, but I could go on forever. Complimentary casting lessons - fantastic! Akira Back - best meal we’ve ever had! Kids Club - everything that your little one can ever want to play with is there - super well thought out and doesn’t leave out the older kids (hello, book nook!). Seriously, this trip was one we won’t forget, but more importantly that my children won’t forget. And not only because of the surroundings and beautiful property, but because the team that’s there made it a core memory for them. Thank you!

Our stay at One&Only Moonlight Basin was awesome from start to finish. The property and Big Sky setting are absolutely breathtaking; our room was beautiful, luxurious, and very comfortable, and the restaurants were “yummilicious”. The service was warm, attentive, and welcoming throughout our stay. Management and the entire staff went above and beyond to make us feel special. A truly first class experience…can’t wait to return!

We stayed at the One&Only Moonlight Basin in July, and it was truly and unforgettable experience. THe property is spectacular, with breathtaking Mountain views, beautiful sunrises peeling through mountains and amazing sunsets. From the moment we arrived, Aiden, one of the hosts, made us feel right at home and helped us get acquainted with the property. Our accommodations were beautiful and luxurious, we especially loved the heated bathroom floors. The food and service were wonderful. We had an excellent dinner at Akira Back (a must) with great service from Jacob. THe breakfast buffet at Wildwood was fabulous, and Michael and Goretti made us feel especially welcome and Goretti going out of her way to take care of us. There was so much to experience without losing the peaceful mountain atmosphere. I even learned how to fly fish and caught a small trout! We enjoyed seeing wildlife around the property, including “Melvin” the moose, as well as mother moose and her little one. The combination of the magnificent setting, wonderful food, outdoor experiences, and genuinely warm hospitality made our stay very special. Thank you to Aiden, Jacob, Michael, Gorreti and the entire team for giving us wonderful memories. We would absolutely return!

We were extremely disappointed with our stay at One&Only Moonlight Basin. We chose this property expecting an exceptional luxury experience, particularly given the price point and the reputation of the One&Only brand. Unfortunately, from arrival through departure, the service and attention to detail repeatedly fell far short of what we expected. Upon arrival, our room had not been properly cleaned, including cookie crumbs left on the patio deck. We had pre-booked an expensive horseback riding excursion for our first full day. Despite arranging this through the hotel, no one from the concierge team contacted us to ask about our box lunches, and the excursion company never reached out with the expected details 1–2 days beforehand. I ultimately had to take control of the arrangements myself at the last minute. This completely disrupted what should have been a relaxing arrival to our rooms and a special champagne celebration that had been sent courtesy of my son’s girlfriend’s parents. The hotel also assigned us a host who was, frankly, rude, discourteous and unhelpful. His comments and conduct were sufficiently unprofessional that I ultimately requested that he no longer be responsible for our family. Our first dinner at The Landing was another disappointment. We arrived for a reservation I had made four months earlier, only to be told that there was no reservation. I had to produce the confirmation email before the staff scrambled to accommodate us. This happened on a special birthday evening and unnecessarily took away from what should have been a celebratory experience. The horseback excursion itself was enjoyable, but the boxed lunches provided through the hotel were extraordinarily expensive and, in our group’s opinion, inedible. None of the eight people in our group enjoyed the meal. Given the significant markup we paid by arranging the excursion through the hotel, this was particularly frustrating. Dinner at Akira Back was supposed to be a special celebration of my wife’s 60th birthday. Instead, we were seated in a private room that we had not requested and were essentially left unattended. It took approximately 30 minutes before anyone took our initial drink order, and then the drinks arrived in stages, with some taking approximately 55 minutes. The experience had already been spoiled by the time the food and service improved. To his credit, the F&B manager made a genuine effort to rectify the situation and ultimately comped the meal. I appreciated his effort, but a complimentary meal wasn’t what we were looking for—we wanted the special birthday celebration we had planned. Our third dinner at the hotel was also disappointing. A 40-ounce ribeye intended to be shared by three of us was brought out essentially raw. We sent it back requesting medium, but it never progressed beyond rare. We ultimately just stopped eating it rather than continuing to make an issue of it. Housekeeping throughout the stay also left much to be desired. What makes all of this particularly disappointing is the price and the expectations associated with the One&Only name. Prices were extremely high, while service repeatedly failed to meet even basic luxury-hotel expectations. A 20% charge was also added to every bill, making the lack of service and attention to detail even more difficult to accept. We stayed at One&Only Cape Town in March and had an entirely different experience. That property was exceptional, and we genuinely felt that it was worth every dollar we spent. We enjoyed spending the money there because the service, attention to detail and overall experience justified it. Unfortunately, we cannot say the same about Moonlight Basin. The property itself is beautiful, but beautiful surroundings cannot compensate for consistently poor service and operational failures. For a family spending this level of money on what was supposed to be a very special trip—with multiple celebrations—the experience was profoundly disappointing. I sincerely hope management addresses these issues, because the property has tremendous potential. But based on our experience, the service did not come close to what we have come to expect from One&Only.