Mark M.
Yelp
Don't be fooled by the positive reviews of Gateway Canyons Resort. We don't normally treat ourselves, but we decided to. We scheduled three days and two nights including a UTV tour and 90 minute massages, figuring for over $2000 we would be pampered. That was not the case, and we will never pay for it again. We checked in on 6/6/21. We viewed our room, and there was an empty water bottle under the edge of the bed, an omen of the overall filth of the resort. We checked on an upgrade to a room with a patio and firepit. The assistant manager said that it would only be an additional $5 to upgrade. I confirmed that it was only $5. The assistant manager said that he would go make sure the room was ready. I dropped a paper in the lobby, and it went under the bench. The bench sat 15-18 inches off the floor, so I easily retrieved it, but there was an enormous hair, dust, and spiderweb ball attached to it. I had difficulty getting it off my hand, and although all of the employees saw it, none of them uttered a peep. This was a common theme - the majority of employees did not care. As with everything at Gateway Canyons, we were awed at the scenery and the initial impression of the room. If that is as close as you look, you will be fine. The sconce outside the door was covered with spiderwebs and dead bugs, as were all the windows. I understand it is the high desert, but there is no effort put forth to clean. There were actual hairballs, deep dust, wasp nests on the patio, an extremely warped bathroom door, light bulbs were out, and a lot of bugs. We walked the grounds, and again everything was filthy. Fences were broken and left piled on the ground. There was trash everywhere, the lawn games were not set up, and most of the walking trails were not marked and the map was poor. We thought we finally found a trail but ended up behind the archery range instead. We're glad nobody was using it at the time. We decided to check out the petting zoo, but it only consisted of two donkeys. We made our way over to the Paradox Grille for dinner. I had checked beforehand to ensure that they had gluten free options as my wife is celiac, and they assured me they did. Needless to say, my wife got glutened and felt ill the rest of the night. We decided to watch Netflix, but apparently for $450+ a night you don't get a TV hooked to the internet. The front desk said they would loan me an HDMI cable, but I had to go get it. I did, but there was no place in the TV to insert it that was accessible. I climbed up on a chair and finally found the input. I plugged it in, but, the cable was too short to reach any surface I could put my computer on. The next morning, we ate breakfast at the Entrada Restaurant. The server was mostly comatose and could not even recognize an empty coffee cup. We made our way over to the car museum, and the employee there (Johannes) was amazing. He was cleaning, he was friendly, he was helpful, and he had energy. The car museum was fantastic, and Johannes made it even better. We stopped by our room and saw that housekeeping had been there, at least for a minute. They literally pulled the bedding up and gave us only three sets of new towels, and that was it. We walked around the property again and up into the employee housing area. It was very well kept and clean. If they put that energy into the resort, it would be incredible. We drove up to the convenience store, which is also owned by the resort. The employee there was also great, just as Johannes had been. He gave us pointers on things we could do. We chose to drive up John Brown Road, which goes from Gateway to Moab. The drive was beautiful and enjoyable. Before our trip, we had a conflict, so we had to cancel the UTV tour. On our way down John Brown Road, we passed the UTV tour going up. I almost paid $300+ to drive a UTV up a road that I could drive my car on. We made it back in time for the spa. Spas are always relaxing, right? Not in this case. My wife brought her swimsuit because they have hot tubs as you exit your spa. Unfortunately, they drained the hot tubs. They told her she could walk across the resort to the main pool and use the hot tub there. There were no robes or towels you can wear to get there either. The lemon water spigot was broken, so there was mug that everyone else used to dunk into the tank. There were also no nail services, no sauna, and the retail store was not open. The spa got canceled too. That night we drove over an hour to Grand Junction to get away from the resort and eat somewhere else. It is ridiculous to have to leave a $450+ a night resort just to find decent service. When we checked out, the $5 a night upgrade had turned into an $85 a night upgrade. I disputed and got it reduced. One of the employees I spoke to said that it would do no good to complain to management because they don't care. It wasn't COVID, the resort confirmed that they were at 100% capacity and completely open. Save your money, go somewhere else.