"The resort itself is absolutely stunning. The property is beautiful, the setting is breathtaking, and the accommodations are luxurious. Unfortunately, our booking experience left us extremely disappointed. As an American Express Centurion member, I wanted to make sure everything was arranged properly before traveling with my wife, our three young children, and our nanny. Because we had specific questions regarding accommodations, additional rooms, and our children’s stay, I called the resort several times over the course of several days. Despite leaving multiple messages, no one returned my calls. After repeatedly trying to reach someone, I finally requested to speak with a manager and was connected with the General Manager, Mr. Serge. He answered all of my questions, and I thanked him for his time. I explained that I would have American Express Centurion book our stay so we could receive our Centurion benefits and the rate they had quoted us. Mr. Serge told me there was no need to go through American Express. He assured me that he would personally take care of our reservation, honor the same benefits, and have our two rooms ready for our four-night stay. Based on his assurances, I trusted him and allowed him to handle the reservation directly. When we arrived after traveling all the way from California with three young children, I was shocked to discover that we were being charged thousands of dollars more than the rate American Express Centurion had quoted us. At that point, we had no practical choice. After such a long journey with our family, we were effectively forced to accept the significantly higher charges because canceling or finding comparable accommodations on arrival was simply not realistic. What disappoints me most is not just the additional cost, but that I relied on the General Manager’s promise. Had I booked through American Express Centurion as I originally intended, I would have received the quoted rate and the benefits associated with my membership. Instead, I trusted the resort’s General Manager, only to feel taken advantage of. It is unfortunate because the resort itself is exceptional. However, the way our reservation was handled fell far below the level of honesty, transparency, and professionalism that I expect from a luxury property of this caliber. I sincerely hope the resort reviews this matter and ensures that future guests are treated with the integrity and fairness that a property of this reputation shoul"

"Very overrated and expensive. Staff are not trained compared to all the other one and only properties we have been to which have been excellent . Disappointing , still don’t know where we are going for dinner tonight we haven’t heard back since yesterday! Beautiful scenery though and nice amenities"

"Agree with the other negative reviews here. Five star property, one star service. Just terrible for what they are charging. They will be out of business unless big improvements are made."

"One&Only Moonlight Basin was my third One&Only property, and because it is the brand's first U.S. resort, I arrived with very high expectations. Unfortunately, while the property itself is stunning, the service fell far short of what I have come to expect from the brand. I'll start with the positives. The setting is absolutely breathtaking. The mountain views are surreal, and photos simply don't do them justice. We stayed in a Prairie Cabin, which was spacious, beautifully designed, and still carried that fresh scent of new construction that I personally love. The porch and fire pit made for wonderful mornings with coffee and relaxing evenings under the stars. The facilities and accommodations are excellent overall. My only disappointment with the room was the outdoor "hot tub," which was really just a small metal soaking tub without jets. At over $3,000 per night, I expected a true Jacuzzi rather than what felt like an oversized bathtub outside. The biggest issue was the service. At every other One&Only I've visited, you're welcomed immediately with warm hospitality and a drink upon arrival. Here, no one acknowledged us when we pulled up. We had to walk inside, locate the front desk ourselves, and ask how to valet the car and begin check-in. That first impression unfortunately set the tone for the rest of our stay. After check-in, we were introduced to our host. Initially he seemed capable, but each day he became less helpful. After showing us our cabin, he asked whether we'd like dinner reservations and said he would book us a table for 6:30 p.m. and meet us there. He never confirmed the reservation, never met us, and, in fact, we never saw him again for the remainder of our four-day stay. He also seemed unfamiliar with the surrounding area and couldn't provide meaningful recommendations for activities or experiences. Instead, every morning we received what felt like a generic ChatGPT-generated text asking how dinner had been even though we had only made one reservation through him. He never proactively suggested anything to do at the resort or nearby, so we ended up researching and booking everything ourselves. By that point, having a host felt about as useful as the heated towel rack in our room. To make matters worse, he didn't even realize we had checked out until several hours after we had already left, sending an insincere follow-up message that I didn't bother responding to. Dining was another disappointment. Food options are extremely limited, to the point where you'll probably lose weight during your stay. Breakfast had a 30-minute wait every morning despite the resort never feeling particularly busy. Many of the servers and bartenders seemed nervous and inexperienced, lacking the confidence and polish you expect at a luxury resort charging these rates. There were, however, a few bright spots. The restaurant in the ski lodge was excellent, with attentive, personable servers who delivered the level of hospitality I expected throughout the resort. Coco at the Moon Shack was fantastic, and the large outdoor fire pit for making s'mores became one of our favorite evening experiences. Overall, One&Only Moonlight Basin feels like it has the potential to be a spectacular property that simply opened before it was truly ready. The physical resort is world-class, but the service, operations, and staffing have not yet caught up to the price point. At these rates, there are countless luxury resorts around the world that deliver a far better experience. It honestly feels as though ownership wanted to begin generating revenue before the resort had the people and systems necessary to operate at the standard the One&Only brand is known for. I would make sure to rent a car if staying here because everything is far away and there are so many beautiful things in a 4 hour radius if you have time. One final observation: I don't understand why One&Only resorts never seem to play any background music in their public spaces. I'm not suggesting a lively Vegas atmosphere, but even subtle ambient music would create warmth and energy. Instead, the silence can make these beautiful spaces feel oddly sterile almost like an incredibly expensive nursing home. I've had wonderful experiences at other One&Only properties, so I wouldn't hesitate to stay with the brand again. However, if this had been my first One&Only experience, I doubt I would return to this resort or even consider another property in the collection. My recommendation is to wait a few years before visiting Moonlight Basin and allow the resort time to mature into the luxury destination it has the potential to become."

"Visited with wife 4 nights (end of June thru July 2). Amazing location with new property. Very nice rooms and views. We upgraded to 3rd floor suite 316 with fireplace etc. Gym is great as well as pool. But at this price point they catastrophically fail in service and hidden and relentless fees. 20% added fees to everyrhing. The staff really tries and wants to do well but seems to have no leadership or support. They are set up to fail. Long waits at breakfast and dinner. 20% auto gratuity to checks. We scheduled private fishing trip thru hotel which requires special code for private road. We were fighting to secure until 7 pm the night prior. The moon shake is interesting but pricey. Great staff. Bottom line, many better options at this price point. Wait 2 years and maybe try again."