The St. Regis Aspen Resort

I reached out to the hotel with a query in advance but didn't hear back even with follow up and ended up escalating to my Marriott Ambassador to prompt an answer. The hard product is pretty nice and there are a few special touches which are especially appreciated in light of the hotel not charging a resort fee, however management should be accountable for the lack of training and quality control over the service levels. Upon check in I met with a gentleman who had very poor spoken English and the language barrier was substantial. I say this as someone who has lived in multiple countries with English as a second language and been an English tutor for years. The additional time spent trying to clearly enunciate was unlike anything I've seen over my extensive international travel. The St Regis butler service is known for two major things, packing/unpacking luggage and serving hot beverages. It was fortunate I didn't have need for the first service as that was never offered to me. The two times I called for hot beverages they wanted to charge me room service for them and had no idea that this was a butler offering. The butlers were also ill informed about the hours of afternoon tea as well as the need to reserve at least a day in advance to set expectations. They were however endlessly trying hard and it was clear that where their service fell short, it was not to do with their work ethic, but simply because they've not been adequately trained. The suite I had had stained sheets and a bathroom tv remote that didn't work. The elite breakfast used to cover the cost of two continental breakfasts excluding tax and tip. With the raised prices at breakfast, you can't even get the price of two continental breakfasts per room. When you spend $23k+ and 100 nights at a hotel chain to maintain Ambassador status and they can't even extend their own promised included continental breakfast, I'd be curious to understand how they expect guests to stay loyal. The spa was a continued theme of service disappointment. The spa is newly renovated and prices are steep. I was looking forward to taking advantage of the facilities and making a day of it to try to get bang for my buck. At dinner, the night before my treatment, I was called by the spa to be advised that there was no water at the spa and while my treatment could go ahead, the facilities would be unavailable. I expressed my disappointment and was offered a chance to re-book but as I was only there for one more day, that was the only opportunity. So I made new plans for the day. Lo and behold when I checked in shortly before my spa treatment was due to start, it transpired that the facilities were working well and despite knowing I wanted to make use of them, they did not call me to advise they got them working again. This left a really bad taste in my mouth. The hotel did not consider it warranted to contact me about the disappointments when I outlined them in the hotel survey so it's clear

Lack of attention and one problem after another after both completely refined the experience. We have been to The St Regis on more than one occasion and this experience made sure it will be the last. Room problems: AC didn’t work in the bedroom, went to the front desk to request that maintenance fix it to cool the room off as we like it cold at night when we sleep. With two people at the front desk, they got it wrong and told maintenance we were cold and needed heat?? While at dinner, maintenance cranked up he heat so it was 79 in the room when we returned from dinner and ready to go to bed. Went to front desk to ask maintenance to come up, and he said his instruction was to make sure the heat was working. AC was never fixed and never got below 71 in the room. At that point we gave up. Sconce lights above the bed wouldn’t turn off all the way and were like strobe lights all night, so we had to put towels over them so we could sleep. Other lighting was hit or miss. Other problems: biggest annoyance was we had a spa charge for $384 that wasn’t ours. Went to front desk to remove it. They did, gave me an updated folio, but then a couple of hours later the charge magically reappeared on the bill. Called back to the hotel (we had checked out by then), and had to ask them to remove it again. The person we spoke to had broken English, couldn’t understand me and I couldn’t understand her. At breakfast before we left my wife ordered an omelette with spinach, mushroom and tomatoes. She got mushroom and hot peppers. The positive: Michael in the lobby bar was great, and the gentleman in the coffee stand area in the morning was wonderful. Nice looking hotel, but service has gone down hill since our visit 2 years ago. Other annoyances, no bottled waters, but they give you a reusable water container with water in it. No tamper proof seal, so who knows if it was reused. What St. Regis cheats out on bottled water? Maybe a new owner. There is a language barrier with 95% of the employees. There are other options in Aspen I encourage you to look at.

Received an extremely impersonal email from the hotel saying that our November 2024 reservation would be cancelled due to the hotel being closed for "maintenance" during our dates of stay. This stay was part of a longer vacation we had been planning for several months. Offered no additional compensation and barely an apology for this extreme inconvenience, other than to re-book at an inferior property at the suspiciously inflated rates. I would never consider staying at this property ever again simply based on how this was handled.

What a wonderful hotel!!!!! The service, the rooms, the attention to detail was just outstanding. A particular thank you to Leslie at the bar and to Garzon in the restaurant. They were just great Everyone else was just fantastic. It is well worth the money. Thank you!!!

From the moment we arrived at the St, Regis Aspen Resort, we were captivated by the impeccable attention to detail that defines this luxury destination. The valet service was exceptionally accommodating, swiftly handling our luggage and ensuring it was delivered to our room within minutes. The front desk staff were equally impressive, offering helpful and warm assistance that set the tone for our stay.

This hotel is exceptional, and the only thing better than the accommodations is the people employed there. Service is unparalleled, from the front desk to valet to housekeeping. There are some nice choices in town, but I don’t think I’ll ever stay elsewhere.