The St. Regis Residences Club, Aspen

Many hits & misses... This property is at least consistent in its ability to have me questioning my sanity (every time) for paying the nightly prices they charge here for the empty experience they deliver. The St. Regis name carries a lot of weight. The type of customer it attracts is one with very high expectations, but this particular property can't seem to get their act together. Lots of junior level staff who aren't truly empowered to help guests or solve issues. This is not only a hotel management issue, but a Marriott Corporate issue. With the prices this hotel charges, they should be able to hire quality local workers and retain them. Instead they hire cheap, international labor which turns over just about every season and can't meet the expectations of clients at this level. It's a beautiful property in a great location, which is what keeps me coming back. But the rooms weren't thoughtfully laid out. At this point I've stayed on every level and in just about every corner of the property. Most of the standard rooms are small (with very little storage space) and the walls between them are thin (noise issues abound). Another disappointing aspect, unlike its sister property in Deer Valley, is they almost never offer upgraded rooms, even when they are available. On my most recent stay, the hotel was low occupancy. I booked a standard room on a low floor, and that's exactly where they put me. It's fine I guess. However knowing my loyalty to the property, and the availability of much better rooms, you'd think they'd offer a complimentary upgrade of some kind. They put me in a tiny, dark room covered in dust with no view. That is the difference between a true 5-star resort, and this property. It's the details and the thoughtfulness. The valet/bell desk is very hit or miss. It depends upon how busy they are. A lot of guests complain about the changing "scene" at this hotel. What used to be a family-oriented, luxurious mountain experience has turned into a nightclub and revolving door of obnoxious influencers from L.A. and New York. This is why I stay away during the busiest times of the year. Marriott has definitely shifted their focus towards a much younger demographic in recent years. I'm right in the middle of the two generations so I'm neutral on this I suppose. Although I'm not a fan of the bumping club music late into the night or the smell of weed infiltrating my room. Feels like I'm in college all over again. If you are someone who is used to impeccable 5-star service, the prices at this property will fool you into thinking it can be found here. Don't fall for it. I'll be back, St. Regis Aspen. I look forward to updating my review in the near future.

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.