One&Only Moonlight Basin

Negative service reviews are often glossed over since these can be subjective and raised by potential “Karens”. However this review is purely a PSA (public service announcement) as it would be unjust to not forewarn others. TLDR: The hotel operations at the One&Only Moonlight Basin are absolutely abysmal. Stay at the Montage. Here are the facts: 5+ call and email attempts before/during the trip to reach the front desk with, puzzlingly, no answer. 2 hrs for room service, and when the food finally arrived, 3 out of 4 dishes were incorrect or missing. We ended up eating dinner past 9:00 PM. 20 min to receive water at breakfast 30 min to receive coffee/tea, only to be told they ran out of the latter (30 min later!) 40 min for omelette, only to arrive with cheese when we specifically said no dairy. Had to wait some more… 1.5 hours for housekeeping to deliver a request for ice (and only after calling twice) 40 min for tacos at lunch (which were objectively inedible and gave me a stomachache) 2 times where housekeeping barged into the room (once at 8am) while our baby was sleeping and woke her up 3 times where we spoke to management with no appropriate acknowledgment or rectification of the situation. They are aware and simply do not care. Of course it is a beautiful property, but it felt like we had to fight to get service every step of the way, which really soured the trip. The staff seemed transient, insufficiently trained, unsure, and lacking in care for the guests (majority are transplants that are only there for the season). Ultimately we paid $5000+ for a stay that left us not only not rejuvenated, but truly more exhausted than we arrived. As another review cleverly stated, we are also “One&Done”…

Memorable....I dont know what the negative reviews are about ...perhaps the early stages but I have to say , those kinks have been ironed out. The service is incredible and the room overlooking the mountain was majestic. They have thought of everything in the rooms...from the bar to the spa bathtub to the in room fireplace and comfortable bed and linens . The room was amazing. The spa was incredible as well with an outdoor plunge pool and stone hot tub overlooking moonlight basin. The indoor pool is beautiful as is the entire spa area. Breakfast was one of the best I have ever had in any hotel around the world. They have a menu to order from as well as the most fabulous buffet with every bread and dessert and breakfast and charcuterie and salmon that you can imagine....again, nothing was spared here and everyting was delicious!!! . It was fabulous. Akira Back was a memorable night with Waygu sirloin and sushi to die for. Nothing ends the night better than a ride to the Moonshack Bar set in the pine grove....a quick ride from the hotel in a side b y side....you must ask for a Montana Whiskey cocktail from Bri and some S'mores...both are phenomenal! And The Landing was also wonderful with some pretty spectacular views. The trails were fun and it is 20 minutes from downtown Big Sky...Day trip to horseback riding or just relax by the outdoor heated pool or walk around the lake and try your hand at fly fishing or paddling. All in all, I cannot wait to return....the people at the hotel were fabulous and kudos to management on that front as well. Bravo, bravo , bravo!

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.