We stayed at the St. Regis for a three day weekend. While this was a nice hotel, I expected top notch service given how expensive this hotel is. Normally, I wouldn’t complain about some of these things, but I was irritated that we paid about $500 a night and still received mediocre customer service. It took about 15-20 minutes to check-in even though there was only one person ahead of us. There was only one employee behind the check-in desk and she was dealing with a difficult guest. We were left standing there for almost 20 minutes before the manager came out to help her and we could check-in. While we were waiting, I asked the concierge some questions and she was stand-offish. She would answer me with a curt “yes” or “no” without elaborating, forcing me to ask follow up questions to get a full answer. I thought the concierge should have been more friendly and forthcoming. We were not in our room most of the day and despite this, our room was never cleaned before we returned. We always had to leave again so it could be cleaned. The housekeeper didn’t speak or understand English very well, but fortunately, I spoke her language and could communicate with her. The comforter on both beds had brown and yellow stains on them. The worst service I encountered was at the valet. Most of the employees there were young kids (teenagers or twenty-something) and probably don’t have much experience or understanding of customer service. My friend and I walked up to the stand to ask the valet for walking directions to a restaurant, the young valet saw us and still, without a word to us, walked away to talk a delivery man. We idled by the valet stand while the young valet made small talk with the delivery man. He finally acknowledged our existence and helped us after about 10 minutes. When we checked out, the bellman said our bags were packed in our car trunk. My husband checked the trunk and found no luggage inside. After a little searching, they found our bags in a corner somewhere. I can't believe how close we came to driving away without our bags. When the hotel is charging such high rates, they should do better than stained bedding, housekeepers who can't communicate in English and slacker dudes for valet and bell service. I admit that I didn't complain to the manager because I didn't want to waste what little time I had in Aspen tattling on the employees. Also, a hotel of this caliber shouldn't have to be told to step up their service.
The restaraunt was the best part of the hotel. It had some of the best food we encountered in Aspen and the service was excellent. The rooms were comfortable and well appointed. The location is excellent- dozens of shops and restaraunts within a 15 minute walking distance. Other than the subpar service I mentioned before, we enjoyed this hotel.