The St. Regis Residences Club, Aspen

Horrible customer service and rude. Do not recommend.

Pluses—great location, good gym, comfortable rooms, small gift amenities were a nice touch. Cons—very costly massages and if you wanted to use the hot tub, cold plunge, steam etc and were not getting a spa treatment that day, the access fee is $175 per person per day. Seems outrageous for a hotel where rooms run $1500++ a night to have a surcharge for relatively basic spa facilities. Also inhospitable cancellation period, generally a month! Also the grand deluxe room at 400 square feet felt cramped, perhaps the furniture , but it was snug especially for two people.

I booked a 4-night stay for me and my wife to celebrate our 25th wedding anniversary. Unfortunately, a few days before we were scheduled to arrive, my wife had complications from an abdominal hysterectomy that was done about 8 weeks prior. The hotel’s reservations manager, Mark Loyola, was made aware of the circumstances days ahead of our arrival and refused to refund a single penny of our 4 nights, despite efforts made both directly to him and by American Express on our behalf. We weren’t even offered a credit to use towards a future stay. BUYER BEWARE, management of this hotel cares only about their profits, not people or issues (in our case unanticipated health/post-surgery issues) that arise in life. The hotel also had many other rooms available for the nights we booked, so we hadn’t excluded other people from booking a stay. We’ve booked the highest-end hotels and resorts across the country, Europe, the Caribbean, etc. over the years and have never dealt with such cold, brutal management. Thought everyone should be aware of what they are dealing with at this property.

Thanks so much for the great rides during a very busy July 4th weekend in Aspen. Everything was so smooth and easy - we are grateful!

The private car picking me up at the airport (hotel shuttle available), greeted at the front desk with a glass of champagne, lucky to be able to secure early check-in (based on room availability), butler service (based on room category) irons 2 items a day, unpacks for me and brings coffee every morning, housekeeping daily (spotting them changing the sheets everyday) with turndown service in the evening freshening the room and breakfast in bed every morning with my Marriott benefit. The full service amenities with the staff smiling made me feel like a princess!