The St. Regis Aspen Resort

The hotel really lives up to its St. Regis reputation. From the overall ambience and the way that the staff really emulates the St. Regis standards for guest services. Cece at the restaurant is a fantastic bartender and overall F&B manager for the lobby, a butler came to help pack up golf clubs in a box and Marc, the Front Desk Solutions Manager was a standout when we left our iPad at check out and he made sure to retrieve it from our room and have it delivered to the airport before our flight left. High end hotels like the St. Regis are not always what we expect but this property has it in spades. We asked about the GM, whose name we learned is Heather and it is clear that she is a fantastic leader who ensures that the St. Regis brand is well executed by her entire property team. I rarely take the time to write review, but this experience was so special that I had to write one!

The hotel is beautiful and very conveniently located in the center of Aspen. Our room was nice and comfortable. The concierge was very helpful and reserved for us two excellent restaurants for the dinner. Also, this was our 56th wedding anniversary and the hotel manager sent two stem glasses, a bottle of wine and a tray of chocolates. Also included was a very nice card congratulating us

For the cost of this hotel per night, Marriott should be ashamed. I'm not sure the service at this hotel could get any worse. Tried to get chairs at the pool both days that I was there but it was virtually impossible because the hotel only had 22 chairs out. No one attending the pool, towels and trash were thrown everywhere. It took 56 minutes to order and have them bring us drinks once we finally cleaned off the pool deck ourselves. Everyone I encountered in the F&B team looked like it was their first day. Zero training.

Impossible to reach this place by phone. It’s got an endless automated phone tree that often drops you without warning. Having stayed at this hotel before, I was aware of the nice guest rooms, good location, very nice spa & gym, yet inconsistent service - mostly due to language barriers and untrained staff. For my recent stay, the concierge forgot to cancel a restaurant reservation which cost me a $450 penalty fee. It was a huge hassle to get a refund for the hotel’s mistake. The concierge desk never answers the phone and are rarely available in-person. All unanswered calls are forwarded to the often confused Front Desk Clerks. At check out, I requested the Front Desk Clerk to ship back a few small items to my office in Boston. Much to my surprise, they used a massive box for a Xerox machine which cost me $636. If they had used a small box, it would have cost $100. I did ask for a quote in advance, but they forgot. Everyone knows FedEx charges by cubic weight. It was a struggle to get even a partial reimbursed for their mistake. Managers are slow to respond. Checking out of the hotel, I had over $1,000 in over charges (eventually reimbursed). Other issues: the smell of weed in the hallways, chaos in the bar and lounge with heavy drinkers (some appeared underage) and shady characters wandering around the hotel…. Security was not good. I did not feel safe. . I’d never stay at St. Regis Aspen again and would never recommend it either, especially for families with kids. Better choices are The Little Nell or Hotel Jerome.

Y'all...do better! We were here for a business conference. I was taken aback by the low quality of the food. Most of it was Bland and some of it bordered on flavorless. Also if you were vegetarian, you could have a...salad. ( I'm not, but we were traveling with someone who is.) On our departure day, we ordered room service for a window between 6:30 and 6:45, as we were leaving at 7:30. At 6:50 I called to ask on the status and was told it would "be a little bit." That turned out to mean 15 to 20 minutes, which I took to mean "we weren't going to get our food in time before we left." I canceled the order.