I have stayed at St Regis properties for many years and have come to expect a certain level of service and accommodation under this brand. Unfortunately, I can say that the Aspen property falls severely short in many, if not all, categories I have come to expect, especially at the price points charged during the high season. The prior review to this one was spot on and my experience was not unlike the issues others have mentioned in prior reviews.
First of all, the rooms at this resort are some of the smallest, poorly appointed I have ever experienced at this price point. For two women traveling together with a lot of gear (for skiing) as well as the type of destination that Aspen is, the room appointments are completely unacceptable. Even if the rooms are small, Starwood should overcompensate in the appointments and service to make up for it. Some of the details below are an example of very simple appointments that were missing in a property of this caliber:
• Room safes should be digital. I don’t want to worry about carrying a key with me everywhere or worse yet, forced to leave the key hidden in the room. People who are paying $1300 per night have valuables and old fashioned room safes with keys are unacceptable at this price point.
• Lighting should be adequate. The room was dark and I could not even read a book in bed or see adequately near the desk areas. I requested a reading lamp and after 3 attempts ended up with another large lamp next to the bed that now takes up the whole bedside table. We have to put the phone on top of the alarm clock to make room to put a book on the table.
• Electrical outlets completely inadequate. There are too few areas to plug in devices (phone etc) and when we asked for a coffeemaker in our room, the bellman had trouble finding a place to plug it in. One plug on only one side of a two sink vanity makes it impossible for two people to dress at the same time, especially two women. The bathrooms are too small to have only one place to plug in a hair dryer or shaver.
• Tub/Shower. If you must have tub/shower combination make sure the shower head is clean and updated and please make sure the bathtub drains. Ours did not. Bather #2 had to stand in 5 inches of dirty water from the bather before.
• There is limited drawer space and we were forced to live out of our suitcases because the storages space was so inadaquate, we couldn't unpack all our things. This is a ski resort. People who come here have gear.
• Provide more hooks to hang stuff. The bathroom could easily have more than one hook behind the door so one could hang more than one robe or cosmetic kit.
Front desk and management. Obviously things can never be perfect at any resort and the job of management is listen, understand and try to reduce the escalation of an unhappy customer when things do go wrong. Before I go into the most problematic issue at hand though, I would like to say that most of not all the junior staff is excellent. They are polite and responsive; especially Doug at the front desk, our floor butler and Pelu (pronounced peru?) who drove us to the Highlands Monday morning. However, management response during the first 24 hours of my stay, was a disorganized mess. Clearly I was having issues with this property and I was forced to raise them with a myriad of “managers,” most of whom either did not communicate what was going on to each other, and none of whom seemed to identify who was really in charge of resolving my requests. After repeated calls to the desk the evening of March 2 asking for a room change, I was told a “manager” would contact me the next morning. They did not. The next morning I called I spoke to three people who finally referred me to the “supervisor at the moment.” After a very long conversation and a list of options, I asked for another room, preferably, a bit larger with better drawer space and a digital safe. That was it. This person assured me that the resort does have rooms with digital safes and they would be able to accommodate my request. Rather than get even more upset than I already was, we decided to ski for the day and the front desk assured me this would be plenty of time to arrange a room change and they would move us while we were gone for the day. We spent over an hour repacking our belongings for the move.
After the experience I had upon the arrival and all the issues I really expected management to come through with the new room. Upon arrival at the front desk around 5:30 pm, tired and wanting to rest, I was told there was no new room, and they were willing to “show” me the only alternative which was a smaller one bed king room with same kind of safe. At this point I was very upset that management assumed that an acceptable resolution was a room where I would have to sleep with my friend in the same bed. At this point I asked for a refund of my stay or a solution outside the hotel.
After more back and forth, the assistant front desk manager appeared and it seemed to me she was more interested in shutting me up than resolving anything. She told me to go back to the room. Her solution to my issues was a move to the Hyatt for $2100 per night.
Finally I was contacted by the director of Rooms who personally took care of some of our issues, and kindly provided us with a bottle of wine and two massages at the Spa. The thought was very nice except that the Spa is so disorganized that when we arrived for our treatments, they claimed they did not have a record of our reservation even though I had reconfirmed our appts 2 times that morning. This must be a common occurance since the next day I overheard a very disgruntled customer who was very upset that his appointments had been lost as well.
Again the St Regis isnt worth it. While most hotels in Aspen are over priced for what they are, at least at the Nell, you get a better location for the money.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.