One&Only Moonlight Basin

We stayed one night at the One&Only Moonlight Basin with a large travel group as part of our trip through Montana. We were so looking forward to this stay given the reputation of exclusivity of the One&Only brand. The hotel is stunning--very modern--and the surrounding property is gorgeous; that's where the good news ends. Even though we had a large party to check in, there was only one receptionist in a very small office space to accommodate our group. Dinner in Wildwood was one misstep after another. We waited at the check-in podium for about 10 minutes while the hostess disappeared to the back of the restaurant (assuming she was checking on a table for us). We were eventually sat at a very nice booth near the front and across from the bar--two cocktail menus were on the table. After 15 minutes, the waiter introduced himself and said, "I see the menus are closed, you must be ready to order." We told him we had not yet received menus or ordered a cocktail--he told the hostess and she said, "as soon as that big table orders, I will get you menus." We finally ordered and at about 25 minute intervals, we received our appetizer, salad and entree. A piece or two of the duck was properly cooked and tender--the rest of the serving was tough and chewy--inedible. We flagged down the manager, the waiter came over...everyone was apologetic. After 2 1/2 hours, we're done...we asked for the dessert to be packed up to go. Dessert is delivered to the table with a zero check. Management realized the dinner had been a complete service and culinary failure. We got in the elevator with a family of three to return to our room. Floor buttons were pushed, the elevator lurched up, then dropped two feet and stopped. As we're getting ready to press the emergency button, the elevator lurched up again and the doors opened. We all hurriedly got off and took the stairs! When we got back to the room, I tried to call the front desk to alert them to the malfunctioning elevator--no answer on any extension of the phone--no one answered even when I dialed "0". Next morning, we prepared coffee using the in-room machine--the half and half capsules provided were spoiled and ruined the coffee. Thankfully, the self-serve breakfast buffet was very nice...excellent selection of egg dishes, pastries, breakfast meats, etc. The staff we encountered were all very pleasant, but they were woefully, embarrassingly untrained. We were very disappointed that the actual stay did not measure up to the brand's reputation. There is a great deal of potential there!

I don’t usually do reviews, but it was a must for this experience. One&Only Moonlight Basin is in a class of its own. From the moment we stepped foot through those doors it was unmatched. The lobby automatically transports you to mountain luxury vibes. The staff’s attention to detail while greeting us was fantastic. The little touches of welcome drink and warm towel did not go unnoticed. We felt welcomed and special, not just like another number checking in. Shortly after, you are paired with a host during your stay. Our host’s name was Aiden and I’ll touch on him more later…but if you have kids, you’ll want to know why. The property was gorgeous with views that leave you wondering if they’re real. Pictures don’t do it justice. Almost seems like you’re looking at a portrait when you see Lone Mountain peak just beyond the balcony lobby. On the journey to our room (we stayed in a cabin) we chose to walk since it was along a beautiful path and not far, or we could have chosen the side-by-sides they have available to guests for transport. We saw lots of wildlife (including several moose!). Rooms are stunning with a well-thought out layout throughout that felt like we had enough space for our family of 4 and let me not forget to mention a designated closet area! Why don’t more hotels do this? The suitcases, clothes and shoes all had a place to live during our stay and didn’t take away from the beauty of the room. Because who loves to stare at open suitcases in a beautiful room? (I’m not an unpacker). So now back to our host Aiden. He elevated this entire experience. For me, it’s all about the details. When we walked into our cabin we had some One&Only kids backpacks filled with a branded water bottle and binoculars - prepping us for our adventures of course! They also surprised us with little stuffed bears, crayons and personalized coloring sheets with their names on it!!! And all of that was left with a personalized note from Aiden. 10/10. Additionally, you have a direct number to him to text with any personal requests, needs and they’ll be checking on you throughout your stay. Amazing. We were there for my son’s 10 birthday and we always like to do a scavenger hunt for him the morning of. Being in a hotel was going to be interesting to navigate, but Aiden so graciously helped us coordinate with the hotel and was even one of the clues! So after a few clues, my son had to find Aiden who then presented him with his next clue and some agate rocks! Boy moms know about their sons and rocks and how cool this was! Aiden was made for hospitality and truly went above and beyond our entire stay. All this to say, if you’re thinking of exploring this property do it. So many other things to mention, but I could go on forever. Complimentary casting lessons - fantastic! Akira Back - best meal we’ve ever had! Kids Club - everything that your little one can ever want to play with is there - super well thought out and doesn’t leave out the older kids (hello,

Our stay at One&Only Moonlight Basin was awesome from start to finish. The property and Big Sky setting are absolutely breathtaking; our room was beautiful, luxurious, and very comfortable, and the restaurants were “yummilicious”. The service was warm, attentive, and welcoming throughout our stay. Management and the entire staff went above and beyond to make us feel special. A truly first class experience…can’t wait to return!

We stayed at the One&Only Moonlight Basin in July, and it was truly and unforgettable experience. THe property is spectacular, with breathtaking Mountain views, beautiful sunrises peeling through mountains and amazing sunsets. From the moment we arrived, Aiden, one of the hosts, made us feel right at home and helped us get acquainted with the property. Our accommodations were beautiful and luxurious, we especially loved the heated bathroom floors. The food and service were wonderful. We had an excellent dinner at Akira Back (a must) with great service from Jacob. THe breakfast buffet at Wildwood was fabulous, and Michael and Goretti made us feel especially welcome and Goretti going out of her way to take care of us. There was so much to experience without losing the peaceful mountain atmosphere. I even learned how to fly fish and caught a small trout! We enjoyed seeing wildlife around the property, including “Melvin” the moose, as well as mother moose and her little one. The combination of the magnificent setting, wonderful food, outdoor experiences, and genuinely warm hospitality made our stay very special. Thank you to Aiden, Jacob, Michael, Gorreti and the entire team for giving us wonderful memories. We would absolutely return!

We were extremely disappointed with our stay at One&Only Moonlight Basin. We chose this property expecting an exceptional luxury experience, particularly given the price point and the reputation of the One&Only brand. Unfortunately, from arrival through departure, the service and attention to detail repeatedly fell far short of what we expected. Upon arrival, our room had not been properly cleaned, including cookie crumbs left on the patio deck. We had pre-booked an expensive horseback riding excursion for our first full day. Despite arranging this through the hotel, no one from the concierge team contacted us to ask about our box lunches, and the excursion company never reached out with the expected details 1–2 days beforehand. I ultimately had to take control of the arrangements myself at the last minute. This completely disrupted what should have been a relaxing arrival to our rooms and a special champagne celebration that had been sent courtesy of my son’s girlfriend’s parents. The hotel also assigned us a host who was, frankly, rude, discourteous and unhelpful. His comments and conduct were sufficiently unprofessional that I ultimately requested that he no longer be responsible for our family. Our first dinner at The Landing was another disappointment. We arrived for a reservation I had made four months earlier, only to be told that there was no reservation. I had to produce the confirmation email before the staff scrambled to accommodate us. This happened on a special birthday evening and unnecessarily took away from what should have been a celebratory experience. The horseback excursion itself was enjoyable, but the boxed lunches provided through the hotel were extraordinarily expensive and, in our group’s opinion, inedible. None of the eight people in our group enjoyed the meal. Given the significant markup we paid by arranging the excursion through the hotel, this was particularly frustrating. Dinner at Akira Back was supposed to be a special celebration of my wife’s 60th birthday. Instead, we were seated in a private room that we had not requested and were essentially left unattended. It took approximately 30 minutes before anyone took our initial drink order, and then the drinks arrived in stages, with some taking approximately 55 minutes. The experience had already been spoiled by the time the food and service improved. To his credit, the F&B manager made a genuine effort to rectify the situation and ultimately comped the meal. I appreciated his effort, but a complimentary meal wasn’t what we were looking for—we wanted the special birthday celebration we had planned. Our third dinner at the hotel was also disappointing. A 40-ounce ribeye intended to be shared by three of us was brought out essentially raw. We sent it back requesting medium, but it never progressed beyond rare. We ultimately just stopped eating it rather than continuing to make an issue of it. Housekeeping throughout the stay also left much to be desired. What

Our experience was mixed- we had fabulous 5* meals at the Landing and Akira Back. Breakfast delicious. Massages and gym were exceptional. Property is lovely and filled with deer and bears who fortunately seemed to mind their own business. Providing bear spray a thoughtful and helpful touch! We appreciated Bri and the service and ambiance of the cocktail/game shack. The room itself was fine, layout great, air conditioning didn’t seem to work in either room. We have stayed at Auberge and other One and Only Properties that were more comfortable. Front desk and guest services were friendly but unfortunately lacked significant training. Whenever we asked anyone but our host a question of almost anything about the property they would look at us blankly and reply I don’t know. My husband and I were in a 2nd floor suite and just as we settled in from a long travel day you could hear a baby crying above us (lasted over 15 minutes) and small children running back and forth. We were fortunately moved to a private but smaller cabin as no other suites were available. Our friend heard someone vomiting in the room next to hers. Insulation is poor and totally unacceptable for this property and room expense. Room service food was bland. Odd that there were no snacks presented in the room as complimentary for a property of this type- not even fruit. I found opened snacks that had been returned in an open empty box to the drawer. The property is large with lots of families. There is no adult only area.

The hotel is beautifully designed and decorated. Our room was spacious. But, service is hit or miss. Housekeeping was simply bad on two days, as was the turndown service. One housekeeper appeared stoned (she came back twice within an hour), and was bad both times. On two other days housekeeping and turndown was good. Strangely inconsistent. The food service and quality was average at best. Breakfast (which is included) was very good. Dining options were limited. We were there for 4 nights and the flagship dining option (The Landing) was closed all nights. We turned back our entrees at Wildwood one evening. The Japanese restaurant was also closed one night, but it is beautiful. Options are limited, and the property is isolated (at least a 15 minute drive from any other restaurants) so plan ahead. The spa has a well designed and equipped workout area. Staffing seems to be an issue as many of them were from other One and Only properties and the housekeeping issues seems to underscore the problem. We are One and Only fans, but this experience indicates that this property has a long way to go to match the O & O standard.

We had the most incredible stay at O&O Moonlight Basin. The property itself is stunning, very very special. If anything the website undersells it (like I had no idea they had a pool). The rooms are also incredible, one of the nicest we’ve had and we’ve stayed at a fair few very high end properties. We had the entry level room and it was amazing, beautifully designed, very spacious, and well laid out with incredible views. We weren’t sure what to expect in terms of service based on other reviews and came in prepared for some bumps, but the service we had was exceptional throughout. Our hosts Victoria and Maria were wonderful, very responsive and overall it felt like all the staff genuinely cared about providing a special experience. The food was also fantastic, one of the best breakfast buffets I’ve had in the States. You could tell a couple servers were inexperienced, but that wasn’t a problem (in fact it was somewhat endearing) and food generally came out quickly. The Landing took a long time but the service was fine, I think the kitchen was just slow. We also loved the spa, Michael the spa manager and his staff were great, my treatments were amazing and facilities are beautiful. The gym is also incredible, and Christian at the sky lodge was super helpful for off property activities. And Wendy teaches a great Pilates class. Overall we think this place has largely worked out the kinks and is already well worth a visit. We loved it so much we ended up extending another day. My only suggestion is a more varied menu at Wildwood (odd for the signature restaurant to have a pretty limited menu). And I do think it’s helpful to have a car in case you want to go off property, there are amazing hikes and taxis / hotel transport is very expensive.

My husband and I went for a relaxing mountain vacation. We have had some exceptional experiences at One & Only properties including Rwanda which was spectacular. This hotel wins on setting and loses on most everything else. I can tell you from speaking to other guests there - that they all experienced the same - rooms were incorrect - ours was clearly a last minute change, had a view of the loading dock and AC units and dumpsters when we had reserved a two bath suite. They said nothing could be done. A huge speech by one host about daily texts only for 36 hours and three reminders to the front desk never got a text from any host. The activity prices for any experienced outdoor person are laughable. $3600 for a trail ride with transportation. Close to $3k for fly fishing. We have contacts in the area and booked our own. The junior staff are so nice, but there is ZERO leadership. We sat the bar next to a family who had requested adjoining rooms for them and their kids and the rooms were in separate wings. Also many of the people there have never clearly been outdoors. One staff member debated me on whether I had a picture of a mule deer or elk. It was not a mule deer lol. At the end - we were ready to leave - the spa was nice but seems a bit separate from the hotel and we booked with them directly as the front desk again seemed confused. For the prices they charge - it should be FLAWLESS.