Guest reviews Sorrel River Ranch & Spa, Moab

by Camper298730

Too expensive by half...

Like other guests, we had a mixed experience. The setting of Sorrel River Ranch is amazing and the staff was friendly but the service was nowhere close to what we expected given the price point. Our daughter slept in our room on a rollaway bed. The first night she was on an inflatable bed, which had a leak, so it was completely deflated by the next morning. The staff replaced it with a regular rollaway the next day, which was fine, and promised to comp us the extra rollaway charge for two nights. When I got the final bill, they hadn't done this as promised, but they happily agreed to correct it once I asked. Housekeeping was MIA the first day and our room was not cleaned. We had to ask for coffee and toilet paper. The website talks about nice robes in the rooms. We never had them. Twice when we were at the pool, there were no towels. I'm sure many of these issues are because they are scrambling to staff up on the back-end of the COVID lockdown, but again it's hard to be too sympathetic, given the overall price point. The food was good, but the service was slow, and again too expensive. I do want to give a positive shout-out to Daniel the super friendly and helpful bellhop and Phoenix the awesome yoga instructor.

by kniDFW Dallas, Texas

Hard to rate

First I will say that the property is beautiful. The hotel is significantly understaffed and unfortunately it is reflected in the overall experience. I would say the two people right now that are holding the place together are Max and Matthew. Max was our jeep guide and part time bartender and was one of the most important factors in making our stay enjoyable. The food is good at the restaurant and the menu changes daily but the service is painfully slow. We ate there for three meals. The first night everything was cooked perfectly but it took hours. The full restaurant only had 2 waitstaff and the manager just stood at the front and talked to the hostess. We returned the next morning for breakfast, which also took over an hour, but tasted great- except all of the food was cold. We actually went to a grocery store and bought food for the following night because we didn’t have the patience to sit for that long in the restaurant again. We went back the next to last night we were there for one additional meal which was slightly faster, and did note more of a team atmosphere in the serving process which likely helped. S’mores at the campfire at night, wine on the deck overlooking the Colorado river at sunset, and seeing amazing night skies were wonderful parts of the experience at the ranch. Our room was not cleaned until we requested service but this was not that unusual to me as some places I have stayed during COVID have only cleaned by request. However, they did not replenish toilet tissue, coffee pods, and soap because they were not checking at all so we had to ask for items. We went on a rafting tour- our guide Jay was great and knowledgeable about the area but it was much more of a float than whitewater rafting- I would recommend kayaks or paddle boarding instead unless you are there when the river is more exciting. Overall I would love to see this place turn around because the property is gorgeous and there are a lot of really amazing staff members like Max, Matthew, and the waitstaff. I heard when we were leaving there that they are expecting a bunch of new staff to come on at the end of this month, hopefully that will help with the experience at the ranch because I would hate to see a property with this much potential go under. Definitely do a jeep tour with Max if you go- as I said before it was the highlight of our trip.

by albeajr

My stay from 3/30/21 to 4//2/21

This place has a real real understaffing issue and the staff that are there need training. The understaffing in the food and beverage area results in long waits for every request. The staff are friendly, try hard, and are apologetic for the service issues. The setting and hotel are great but I could not recommend this place to anyone until they fix the staffing issues.

by smokeyjo82

Horrible service, not worth the price

We are currently staying at sorrel river as a part of a 4 night stay. The location is beautiful but everything else is horrible. With the high price point, and beautiful pictures on the website, we were led to believe that we would have a great and relaxing stay. The problems we have are too numerous to write, but big points: they only have a third of staffing, the chef quit (and the hotel is scrambling) and the property has been through 5 managers over the last year (this is information given to me by a current employee). Please stay away and don’t waste your money. The food is bad, service is non existent, and you have to beg for basic housekeeping (ie room not cleaned by 6pm and when asked to do so, front desk employee did a poor job of doing so). If we didn’t prepay for the room, we would have left and found another hotel. I suggest going to red cliff down the street which has similar view/location and price point reflective of service. We complained to Mervin (manager) and they only will comp for the room service that arrived late and we didn’t eat and the tour that was the incorrect one than the one we booked and confirmed (also the tour guide was late because she didn’t know she was supposed to give one). We find this unacceptable way to rectify the situation. Other current guests are having the same issue.

by courtnief894

ATV Excursion

If you happen to stay at the resort, make sure you book an ATV ride with Cedar. It was so much fun and he had so much knowledge about the local history and surrounding terrain. He made us feel very safe while having a great time off roading! I highly recommend adding this to your trip!