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“Excellent location - Poor Service” 3 of 5 stars
Review of Hyatt Grand Aspen

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Hyatt Grand Aspen
4.5 of 5 Hotel   |   415 E Dean St, Aspen, CO 81611   |  
Hotel amenities
Ranked #9 of 36 Hotels in Aspen
Ottawa, Canada
Senior Contributor
49 reviews 49 reviews
19 hotel reviews
Reviews in 26 cities Reviews in 26 cities
51 helpful votes 51 helpful votes
“Excellent location - Poor Service”
3 of 5 stars Reviewed April 1, 2013

Our experience was generally underwhelming. While the location is ideal and the venue itself is clean, renovated and somewhat charming, the service compares to a 3-star hotel - even a 2.

Venue: Location is ideally located within the village and next to Aspen mountain. The building is modern and has (somewhat) a rustic charm. There is a hot tub you can use during the winter. We had a standard king-size bedroom. The rooms are spacious and very modern. Clean and luxurious bathrooms - heating floors as well.

Service: There is no restaurant (except a minimal continental breakfast and some cookies & tea from 4:00pm to 6:00pm precisely), let alone a bar - and therefore no room service. The reception staff is overbearing and not customer friendly - and frankly not very helpful. Their shuttle service to the mountains is poorly managed.

Value: It is overpriced by Aspen standards. You are essentially paying the same price as similarly rated and located hotels (e.g. Little Nell, St. Regis) but without any service.


What you should know / do if you go:

- Book all your shuttles to the mountains well in advance - do not count on their shuttle service to pick you up earlier.

- Make sure you book all your restaurants in advance, especially during the busy season. Do not count on the hotel concierge.

Room Tip: Ask for a mountain view.
See more room tips
  • Stayed December 2012, traveled with friends
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 1 of 5 stars Service
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107 reviews from our community

Traveler rating
    75
    21
    6
    5
    0
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Rating summary
  • Location
    5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    5 of 5 stars
Traveler tips help you choose the right room.   Room tips (28)
Date | Rating
  • English first
  • German first
  • Any
English first
Hong Kong, China
Contributor
18 reviews 18 reviews
13 hotel reviews
Reviews in 14 cities Reviews in 14 cities
17 helpful votes 17 helpful votes
2 of 5 stars Reviewed March 15, 2013

Have to say the rooms look much better than the photos posted before. Not new, but everything is neat and tidy. The room is a bit small but the bathrooms are spacious (you can also enjoy a relaxing “steam” in the shower). Not clear in the room description is that if you book a Studio, you cannot cook as there will not be any stove tops, but there will be a microwave and fridge.

FORGET about the Front Desk – they offer you minimal help and give you the “look” that they are not here to offer any assistance. The Concierge side is somehow better.

Since this is a Residence Club, there is no GM and so you can tell from the poor service. The drivers are the only really nice staff we met at the hotel.

Breakfast consists of cereals, breads, bagels, pastries, which you can heat in their toaster.

Same experience as the other writers, the room attendants like to knock on your door for cleanup or turndown at random times (even if you have the DO NOT DISTURB sign on)!

The outdoor heated Jacuzzi is the only really wonderful thing in the hotel. However, there are only 2 small tubs and can get quite crowded (4-6 people in each) in the afternoons.

Overall, a decent stay but the price we paid for a week’s stay at US$520/night for a Studio is definitely NOT WORTH IT!

You will not be able to book a top floor room (booked by the Owners), so the Aspen mountain facing side on lower floor will NOT be nice - you'd be facing the cars parked in front. The inward facing rooms (facing the pool) is surprisingly nice and open (just avoid the ground floor).

Location is great so we will try the next door Little Nells or St. Regis next time.

  • Stayed February 2013, traveled as a couple
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
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Savannah, Georgia
Senior Contributor
23 reviews 23 reviews
18 hotel reviews
Reviews in 16 cities Reviews in 16 cities
19 helpful votes 19 helpful votes
4 of 5 stars Reviewed March 7, 2013

Let me start with the best part - the location. You are very close to the gondola. The walk is easy and only 5 minutes. The neighboring St. Regis is further away from the gondola. There is a very small ski shop on the premises on the ground floor which makes checking your skis in/out very easy. The shop is run by Aspen Sports. However, if you want a wide selection of boots, skis, and accessories, you should find one of the larger Aspen Sports stores. This shop has the basics.

As skiing was my top priority, I gave this hotel a "very good" over an "average" rating. If you took the great location away, I would only give this hotel an "average" rating. I say that because this is not really a hotel. You need to understand that before you book. This property feels more like a time-share. There is a very, very basic breakfast included in the price. By basic I mean bagels, a few muffins, coffee, orange juice, and a few cereal selections in dispensers. Otherwise, you need to look elsewhere for food. There is no room service.

The room (studio unit) was pretty comfortable, but basic. The bed was comfortable. There is a coffee maker in the room, but you have to request coffee from house keeping. My room had a mini-fridge that I could never get to cool properly. Since I was spending minimal time in the room, I didn't bother complaining. Otherwise, there is really nothing to say about the room.

There is no scene or younger crowd at this property. This is a property best geared toward families who want the basics and nothing more. If you are looking for a strong location, service, and atmosphere look to the neighboring St. Regis. I was on a group trip, and one of my friends was staying at the St. Regis. The entire property is very hip including the rooms. Yes, it costs more, but you will get what you pay for if you want the entire package.

  • Stayed January 2013, traveled with friends
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
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Aalborg, Denmark
Senior Reviewer
10 reviews 10 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed February 18, 2013

Old but very well maintained.
Commen areas kept in the old cosy, relaxing style typical for the early 19th. century.
Heavy old English style furniture, open fire place etc in the lounge.
Rooms top modern with old the gigs exspected now a days.
Close to shopping district and not to far from the slopes.

  • Stayed February 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Surfers Paradise, Australia
Top Contributor
106 reviews 106 reviews
46 hotel reviews
Reviews in 54 cities Reviews in 54 cities
98 helpful votes 98 helpful votes
4 of 5 stars Reviewed February 16, 2013

Stayed for 8 nights in a two bedroom apartment. Very spacious and warm with very comfortable bed. Home away from home with everything you need and servicing twice daily. Welcoming gas fire place in each room. Staff very friendly and helpful. More like an apartment block than a hotel as the bar was closed in the foyer so not a lot of entertainment in the hotel but so well located, plenty to do close by.

  • Stayed February 2013, traveled with friends
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sydney, Australia
Senior Contributor
23 reviews 23 reviews
16 hotel reviews
Reviews in 17 cities Reviews in 17 cities
14 helpful votes 14 helpful votes
5 of 5 stars Reviewed February 6, 2013

We keep on coming back to this gem and it really has become our winter home away from home! The beds and rooms are super comfortable, good quality linen and the property on the whole has been well maintained. We stayed in a 3 bedroom unit which was very spacious and well layed out. The gas fireplaces do add to the mountain atmosphere but when they are all on, the rooms get very warm. We always sleep with the windows open and rarely turn the fireplaces on.
The location (one block from the Ajax gondola) and opposite the public bus area is perfect for accessing all Aspen Snowmass ski areas. It is also walking distance to the huge variety of restaurants and cafes.
The children made good use of the outdoor pool/spa area and skating rink. CP Burger located beside the rink was also very handy for a quick meal.
I agree the hotel could bring the breakfast offering up a notch with a wider offering and it would be lovely to see the bar area up and running again.
I am very surprised to read another review with negative comments regarding the service as what sets this property apart from other hotels is the service! Roger, Gabe, the ski valet team, the porters/drivers and housekeeping are wonderful and nothing is too much trouble. We never had a problem with lifts to dinner, the market or further afield.
We would highly recommend a stay at the Hyatt Grand Aspen.

  • Stayed January 2013, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Sydney, Australia
Senior Contributor
32 reviews 32 reviews
16 hotel reviews
Reviews in 16 cities Reviews in 16 cities
27 helpful votes 27 helpful votes
4 of 5 stars Reviewed January 27, 2013 via mobile

We stayed here in mid jan 2013 having previously stayed at the North of Nell just up the road. I would it a notch or two above N of N. large comfy rooms with very comfy beds. Even the sofa in the lounge was surprisingly comfortable too. We did struggle somewhat with the heating. That is too much of it. The three gas fireplaces made the apartment too warm and we ended up sleeping with a window or two open (and humidifiers going full speed).

While the kitchens are adequate, they could be better designed (though not going to happen now).

Agree with the other review re the quality of the breakfasts and afternoon teas. They could be so much better. Generally speaking they could provide far higher quality breakfast cereals and more healthy alternatives. The place is also crying out for a decent coffee machine. How much are those nespressos? Not much.

Regarding the use of shuttles. Each morning I rang the bell desk at circa 7.30am and never once failed to reserve spots on the 9am shuttle to Buttermilk (for kids lessons). So while it might be more advantageous to do it the night before, it wasn't a problem. In fact on a few occasions we arranged some ad hoc lifts during the day and were only turned down once.
I also agree with the other review regarding the lack of use of the bar/fireplace area. It would be great for a more social scene in or around the complex. I don't know what it is like at Little Nell - but the opportunity is there.

We did use the outdoor pool/spa a few times. It is a shame that one can't see the mountain slopes from it - but its is still nice hanging out in a warm spa post a days skiing.

So - in summary. Very comfortable spacious rooms with a solid concierge service and transport service in a great location. We didn't book via Hyatt as it was considerably more pricey that way, and opted to book via a broker with an owner.

Stayed January 2013, traveled with family
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Additional Information about Hyatt Grand Aspen

Address: 415 E Dean St, Aspen, CO 81611
Location: United States > Colorado > Aspen
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Kitchenette Restaurant Room Service Shuttle Bus service Ski-In / Ski-Out Spa Suites Swimming Pool Airport Transportation
Hotel Style:
#2 Ski-In / Ski-Out Hotel in Aspen
#4 Spa Hotel in Aspen
#8 Luxury Hotel in Aspen
#10 Romantic Hotel in Aspen
Price Range (Based on Average Rates): $$$
Hotel Class:4.5 star — Hyatt Grand Aspen 4.5*
Number of rooms: 50
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Also Known As:
Hyatt Grand Aspen Hotel Aspen
Hyatt Aspen
Aspen Hyatt

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