The hotel was generally very clean. Staff were polite and friendly. The common spaces were filled with the most incredible enormous crystals, geodes and fossils as well as interesting decor and art. We were there over Christmas.
The reason for 4 stars was mostly for a general lack of communication. I called ahead to see if any of their restaurants would be open Christmas Day. First the concierge told me that everything would be open. Then she called me back and said none of their restaurants would be open. Then the hospitality person called to say that the more casual ones would be open but not the more high end Chop House, which we wanted for Christmas Day. So I made a couple of reservations at outside restaurants for Christmas lunch and dinner but ate at the Chop House ahead of our hotel reservation while we were staying elsewhere. The Chop House was disappointing in that my very expensive steak had a lot of fat and gristle.
Upon check in, we were given food vouchers for any of the hotel restaurants and were told they were each worth $14. They were actually worth $33. What they didn’t say was that there was a $33 hidden “destination fee”, so the vouchers were really not free at all. Also, it turned out that all restaurants WERE open on Christmas, so we could have had Christmas dinner at the Chop House and applied our voucher. Also no shampoo and only 1 TP in our room and long black hair on the shower wall. That’s poor room prep for a luxury hotel.