Sheila Y.
Yelp
I am posting my message to the General Manager as it details the horrors of our trip and to serve as a warning for any prospective guests as there is much better in Jackson. Also, beware as a lot of people and even one staff member we saw are not wearing masks.
We had visited the Wort on two other instances in 2016 and 2017 and had a wholly different experience than our last visit from March 15-20.
To begin, I sent an inquiry regarding a repeat guest rate as anywhere else we have stayed on more than one occasion always offers typically 20% off their best rate. I received an email from Mr. Zazzaro noting the Wort was offering a rate to us of $199/night. I told him immediately that this was the same rate posted on Tripadvisor with no response noting that he would honor a discount on this rate. Instead he doubled down on stating this was a repeat guest rate. I'm not sure how we are benefiting as a repeat guest with a rate that any other person can get online.
After confirming a room for MY HUSBAND and MYSELF, I get a confirmation for the deluxe room. I also received an email about the free Vault tests that were available for guests. I sent an email requesting two tests be available upon our arrival. This gets me to our arrival.
We are dropped off in front of the Wort with our bags, including skis. There was not one single person to greet us or help with our bags as two staff walked by as I was struggling to get my bag up the stairs. We go to the front desk after laboring to get our bags in the lobby and the attendant informs us we have a two bed room. I was aghast. I don't know how more clear I needed to be that my husband and I were traveling. I told the attendant that we needed a king bed for the two of us (both restless sleepers) and were offered a room where we would need to pay an additional $50/night. I couldn't believe what I was hearing. Not only no accommodation but asking for more money for a mistake made by the hotel. If the confirmation would have said or included two beds, I would have booked somewhere else. There was also absolutely no offer of our Vault tests! And there was never a follow up by anyone apologizing for this!
We go to our room (222) and note the right bed was horribly creaky. Seriously I have no idea how anyone could sleep in it. We were stuck for 5 nights in a tiny queen bed for two adults.
The terrible experience continues...
I was lucky enough to get one reservation at Snake River Grill in the dining room on the 16th at 5:15pm. That day I called and spoke with Sinjin around 12:45pm to confirm that the ski shuttle would pick us up at 4:30pm and received confirmation. At 4:05 we arrived in the shuttle zone waiting....and waiting...and waiting. By 4:32pm I called the Wort to inquire as to whether the shuttle was running late. I was told they would call. A few minutes later I got a call from the shuttle driver saying he was not scheduled and would be 20 minutes out. I could not believe this as we were planning on getting in by 4:50ish to make our tight dinner turn. Instead, my husband was forced to get a real time Uber, which still took 10 minutes. We called the Snake River and they said we could be tardy, but it would cut in to our dinner time as they needed the table by 7:00pm. We did not get to the Work until 5:30pm. We had to run to our room and got to the restaurant by 5:45pm. We were winded, dirty and stressed. We had to rush through the best dinner of our trip in one hour and 15 minutes. It was awful and all because of the issues with the Wort.
I spoke with Sinjin and said we were not sure we were going to stay given this awful service. Instead of offering the reimbursement of our cost he told me if we checked out all he could offer was a credit! After ruining our entire trip with the wrong room, no Covid test, no shuttle pick up and guests walking around with no masks. Only after I relayed some of this did he relax this position.
The next day we were again promised a shuttle that AGAIN failed to pick us up. Yet again, another $50 Uber ride with no assurance we would be reimbursed, which should have been offered straightaway. Instead we were offered drink coupons for a bar that was stuffed to capacity and breakfast coupons. We wanted a real solution.
The following day we connected with the driver because he texted my husband. I was told by Sinjin on Tuesday that there would be a Wort insignia shuttle, which is what I remembered in prior trips. This was a small black car that we unsafely shared with two other passengers. One was barely wearing her mask the whole way with the windows up! I could not believe what I experienced and it was the same the next day! During that trip the gentleman in the front was talking the entire time on the phone barely wearing his mask. This is not a safe environment for guests on any level!
I had written this trip off as unfortunate until what happened that I consider to be the needle that broke the camel's back. I was in such poor