One&Only Moonlight Basin

Cons of Working at One&Only Moonlight Basin — Big Sky, Montana My experience at One&Only Moonlight Basin was extremely challenging, particularly because the ongoing operational problems directly affected both employees and the guest experience. The property had been open for approximately a year, yet many basic operational systems still appeared to be missing or inconsistent, including clear SOPs, effective training programs, staffing plans, and proactive management processes. The property was consistently understaffed, which created constant pressure on employees and made it difficult to provide the level of service expected from a luxury resort. Employees were frequently placed in situations without adequate training, resources, or support. Training was limited and, in my experience, did not adequately prepare employees to handle the volume and complexity of guest needs. Management often seemed to operate in a constant reactive mode, addressing problems only after they escalated rather than establishing systems to prevent them. Delegation, staffing, communication, employee development, and basic operational procedures needed significant improvement. The lack of consistent SOPs was particularly concerning for a luxury property. These operational issues had a direct and noticeable impact on guests. There were recurring building and facility problems, including unexplained smoke alarms, leaks, sewage odors in guest rooms and lobby areas, and other issues that created an unpleasant experience. There were also frequent shortages or delays involving standard guest amenities and supplies. Guests understandably became frustrated when basic expectations were not met. Guest complaints could become especially difficult because employees were sometimes left to deal with angry, intoxicated, or verbally abusive guests for extended periods without meaningful management intervention or clear consequences. This put employees in extremely uncomfortable situations and negatively affected the overall guest experience. The workplace culture was another significant concern. Communication between employees could be very negative, and the environment often felt stressful, tense, and unsupportive. When employees are exhausted, understaffed, inadequately trained, and unsupported by leadership, that inevitably affects morale—and ultimately, guests feel the impact. Employee housing was also a major concern and did not provide the quality of living environment one would reasonably expect given the standards associated with a luxury resort. Overall, the combination of inadequate staffing, insufficient training, inconsistent procedures, facility problems, weak operational systems, and an unhealthy workplace culture created a highly chaotic environment for both employees and guests. The guest experience suffers when management does not provide the staffing, training, resources, and organizational structure necessary for employees to succeed. In my experience, One&Only Moonlight Basin needs substantial improvement in leadership, staffing, employee training, SOP development, communication, accountability, and workplace culture before it can consistently deliver the luxury guest experience it promises.

The One and Only is a superb Hotel Group . Moonlight Basin - is physically one of the most stunning Hotels both internally and externally with incredible views . Unfortunately quite a number of Service elements are simply not good enough . Our arrival was very poor - we took our own bags out of the Car having been instructed to do so . The Foyer is cold and a Gas Fire remained unlit / broken for our entire stay . We were greeted by a young Lady who took my Credit Card and ID before I even sat down and then outlined through WhatsApp that she would be our Ambassador for our stay . This was the last we heard or saw of her or WhatsApp for our Trip. Public areas are not comfortable ( cold etc ) and amazingly the Bar - “Dear Josephine “remained closed until 5pm and then closed at 10pm . So after dinner drinks not an option . I would find this very odd in a Budget Hotel let alone a Five Star Resort . Day time dining options are a very poor “Lounge “ offering - plastic tumbler glasses for Wine or The Landings ( Website said it was open - but it wasn’t ) . Our Room was superb and probably one of the best I’ve stayed in - but complete lack of Managment . The Hotel is staffed by lovely , young but incredibly inexperienced Service Personnel . Potential is significant here - but Hotel Keeping is beyond poor .

We stayed one night at the One&Only Moonlight Basin with a large travel group as part of our trip through Montana. We were so looking forward to this stay given the reputation of exclusivity of the One&Only brand. The hotel is stunning--very modern--and the surrounding property is gorgeous; that's where the good news ends. Even though we had a large party to check in, there was only one receptionist in a very small office space to accommodate our group. Dinner in Wildwood was one misstep after another. We waited at the check-in podium for about 10 minutes while the hostess disappeared to the back of the restaurant (assuming she was checking on a table for us). We were eventually sat at a very nice booth near the front and across from the bar--two cocktail menus were on the table. After 15 minutes, the waiter introduced himself and said, "I see the menus are closed, you must be ready to order." We told him we had not yet received menus or ordered a cocktail--he told the hostess and she said, "as soon as that big table orders, I will get you menus." We finally ordered and at about 25 minute intervals, we received our appetizer, salad and entree. A piece or two of the duck was properly cooked and tender--the rest of the serving was tough and chewy--inedible. We flagged down the manager, the waiter came over...everyone was apologetic. After 2 1/2 hours, we're done...we asked for the dessert to be packed up to go. Dessert is delivered to the table with a zero check. Management realized the dinner had been a complete service and culinary failure. We got in the elevator with a family of three to return to our room. Floor buttons were pushed, the elevator lurched up, then dropped two feet and stopped. As we're getting ready to press the emergency button, the elevator lurched up again and the doors opened. We all hurriedly got off and took the stairs! When we got back to the room, I tried to call the front desk to alert them to the malfunctioning elevator--no answer on any extension of the phone--no one answered even when I dialed "0". Next morning, we prepared coffee using the in-room machine--the half and half capsules provided were spoiled and ruined the coffee. Thankfully, the self-serve breakfast buffet was very nice...excellent selection of egg dishes, pastries, breakfast meats, etc. The staff we encountered were all very pleasant, but they were woefully, embarrassingly untrained. We were very disappointed that the actual stay did not measure up to the brand's reputation. There is a great deal of potential there!

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!