We've been to this property 6 or 7 times over the past 10 years during the Xmas holidays and each visit was generally a great experience. However, during this last visit the service was so substandard that we probably won't be returning anytime soon.
The room: the bedding was nice and furnishings new and improved since the renovation, but there's absolutely no place to store your toiletries in the bathroom. I ended up putting my things just off the floor next to the spare towels. The internet was ridiculously slow. We were on the phone with the tech people several times and it became apparent that this property is not equipped to deal with 21st century demand in the rooms or lobby area.
Service: With the exception of the valet guys, concierge and housekeeping, the service was abysmal. Breakfast was so slow one morning it took 45 minutes for scrambled eggs, toast and oatmeal and our orange juice arrived partially frozen. We should have gotten up and just served ourselves from the overpriced buffet. On another morning the same order arrived quickly so you just never knew what you were going to get. The servers were nice and very apologetic, but there is clearly a big problem with food service and timing in this hotel. Even the quality of the food is just mediocre. The complimentary breakfast buffet that used to be offered during the Christmas to New Years week is gone. And I get that - we used to see people selfishly hoarding food that went uneaten. But if you can't offer prompt service then at least price your buffet in such a way that if you simply want to grab a couple items and run you have that option.
We had several mishaps as well in the bar/lobby area. You could sit at a table and witness servers running here and there but you had to practically stand up and wave your hands to get someone's attention to bring you a menu. And then after ordering, it's an eternity to get food that really is not great. I had a caesar salad one day that was perhaps the worst I've had in years: the dressing was like a mayonaise spackel and the croutons were tasteless and stale. For the price, a complete rip off. On another day we went to the bar for cocktails. Again, it took forever to get our order taken. When one of the drinks wasn't made correctly, I personally went to the bar to tell the bartender but it still took another 15 minutes for him to redo the drink. We could hear tables to our left and right complaining, so the hotel is either severely understaffed or hiring people who are improperly trained. And if we're buying rounds of $16 cocktails, just bring the nuts - we shouldn't have to ask. Room service was the only exception as the one time our daughter ordered dinner, the food came quickly and she liked her meal. The ski shop attendants are very friendly but no one ever offered to help our daughter with her ski boots. This isn't a huge deal but we had just spent the first part of our vacation at the Viceroy in Snowmass and the service there was so outstanding that we couldn't help but compare the two places and the Viceroy was by far the better experience on all counts.
This hotel was a big disappointment compared with our past stays. For the amount of money you pay over the holidays or at any time, you would think that the staff would go out of their way to make your stay an exceptional one but that is just not the case here anymore.
- Also Known As:
- The St. Regis Aspen Resort Hotel Aspen
- The St. Regis Aspen Resort Hotel
- St Regis Aspen
- St Regis Resort Aspen
- Official Description (provided by the hotel):
- The lavishly renovated St. Regis Aspen Resort offers a luxurious spa; world-renowned winter sports like skiing, sledding, and snowboarding; fine dining; and impressive event spaces in Colorado. ... more less
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