My husband and I stayed at Hotel Aspen from Jan 31st to Feb 4th for my Birthday vacation. It was the worst experience we have ever encountered. The biggest issue is the service and the way they handle issues. On a ski trip, a hot shower is important and we have not had a hot shower since arriving. Every time we went to shower it was cold. I called the front desk the first day and they apologized saying they had boiler issues and would get it fixed. We went skiing for the day and when we came back to the room we had cold showers again. I called the front desk and spoke with Morgan and she wasn't sure what was going on but said she would follow up. She did not follow up. The faucet was broken as well in the shower and we took pics but up to this point no one even came into our room to check it. Day 2 we still had not heard from a true manager. We were told he does not work weekends and Morgan is the front desk manager. So we took cold showers again. We came home at night after skiing and had another round of cold showers. Then when we came home from dinner the water was randomly a hot. The next morning it was hot for 1 shower and cold by the 2nd. We called Morgan and asked for someone to come take the water temp to prove it was cold. It took them over an hour to come and it was hot. Every time we would tell them it was cold, they would not check right away. We spoke with maintenance when he came to our room and he told us they have boiler issues and often run out of hot water during peak times and other guests had issues. Even though I called everyday I never spoke to the manager. They did offer us a 1.5 night refund or to move rooms but I would never stay here again.
Also the rooms are dirty and dated. The hot tub is tiny and the free internet is extremely slow. They have an option to pay to get decent internet. So we paid, we were charged, and then there was an error message and we did not receive the internet. I called the front desk and was told it was through a 3rd party company. This issue was never resolved during our stay. Also they did not give us a ski locker. We had to drag our wet skis into our carpeted room every night. The food is basic cheap food. The only good thing was the service by Ernesto who worked in the food area. I understand that things go wrong but I would expect better service and the ability to speak to a manager at least once during our stay. I picked this place based on tripadvisor and find it shocking how well management responds on here but not to guests directly during their stay. would suggest spending a little more to stay somewhere nicer.
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