Expectations were high upon check in to the hotel based on hyperbole surrounding the resort. Check-in was carried out by one member of staff on reception, who did not appear to have back-up at busier times as is customary, which led to a 20 minute wait for us to be given our room key. They advised that they would bring our bag up. We waited 45 minutes then called the front desk to inquire about our luggage, and they said they would bring it right up. Then they called back and asked us to describe the luggage (even though they had given us a claim check for the bag). We finally received it about an hour after being in the room.
The room was of a decent standard however we were a little perplexed by the lack of tea / coffee making facilities, especially in a 5 star hotel. On first inspection there was also no iron in the room, which was despatched in due course after being requested. Additionally there was no ipod docking station, only CD clock radio which looked like a relic from the last decade. Upon requesting whether something more modern were available we were met with a perplexed front desk who despatched a technician to assist us, who informed us that he would have to run to the shops and buy some cables to connect it up. Apparently he was doing us a favour as opposed to us going shopping for said leads. How nice of him not making us go out.
We were staying at the hotel to attend a wedding at the property, and so duly sent (day prior to wedding) a shirt to be worn to laundry. Approximately 3 hours before start of wedding we were informed that there had been an accident and that the shirt had been ruined by the one of the machines. After a protracted discussion it was agreed that I would trawl the town trying to find one which I would then charge back. Front desk recommended two stores to purchase a (french cuff) dress shirt, one of which didn’t stock men’s clothing and the other did not have dress shirts. One was duly purchased in the only shop that did, which upon claiming back the cost was disputed and reluctantly finally agreed upon by a stone-faced receptionist under instruction by an invisible manager. In my initial conversation I also requested the offending shirt be returned, which after 5 follow up calls and more than 24hrs later I finally received back.
Breakfast was also a disappointment when we finally managed to eat at the hotel. On day 1 we were told that they were short staffed and that there was a half hour wait for a table, which led us and several other disgruntled guests to leave hotel in search of food elsewhere. On the one morning we did go down we were confronted with abject service and a hostess with no idea as to what was included and what was not in the price of the buffet. What we did find was an over-priced 3rd rate buffet with a poor and unappetising selection with anything approaching edible being a la carte and incurring an additional cost. Even a non-filter coffee, i.e. latte, incurred an additional charge. The hotel also provides complimentary tea, coffee and hot chocolate in the lobby however on both mornings there was no hot water.
When we enquired about printing off one sheet of paper (a speech) for the wedding we were charged $5 for the privilege – absolutely nothing is complimentary regardless of the category of hotel that this is. To top it all off upon packing our bags to check-out we were handed over by the hotel complimentary welcome bags courtesy of the bride and groom, which they were given 72 hours earlier for the guests at check-in, most of whom who had already checked-out.
As I work in the industry I handed them my business card upon check-out requesting management contact me addressing the issues experienced during our stay; we are still waiting to hear from someone.
As a result the whole experience was a huge disappointment and there’s only so much a nice view and great location can placate such sub standard service. After a similar underwhelming experience at another Starwood property we will think twice about ever staying with the Group again. If we ever return to Aspen we will definitely be staying at Hotel Jerome, which in terms of level of customer service, quality and character the St Regis can only dream of.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Valued St. Regis Guest,
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We so appreciate you spending your Aspen vacation at The St. Regis Aspen Resort. We are pleased to hear that you appreciated all of the touches of our newly renovated resort. I am sorry to hear that the service we provided did not meet your expectations and I can assure you that I will be following up.
We take your feedback very seriously and I am reviewing all of your comments to make sure we fully address your concerns on both service and offerings at our property. This type of service certainly does not meet our standards, and for that I sincerely apologize.
I hope that we may have the chance to welcome you to the Resort once again in the future where you would have our commitment for a more enjoyable experience. Please reach out to my office at email@example.com if there is anything that we may do to further assist with these matters.
H.Steenge-Hart, General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.