We had a reservation for a mountainside room. When we reserved the room, we were given the option of choosing between a town view and a mountainside. We were told that a mountainside room would provide some view of the mountain, and we also requested a balcony. Of course, the mountain side room was an additional cost. We checked in late and, after a long day, didn't really pay attention to the balcony or the view of the room until the next day. We discovered that our mountainside room, while definitely on the mountain side, provided a view of the gondola, and the balcony overlooked the gondola, with a large tree blocking any view we might have had of any mountains. In fact, anyone walking to the gondola could see right into the room. In addition, the balcony was open so that it connected to the balcony next door without any wall between the two. If you wanted to enjoy drink on the balcony, then you would be enjoying it with your neighbors. A town view room would have cost less, and given us a better balcony and better view. We went to the front desk, and they were able to find us a mountain side room that offered a more private balcony, and a view of the mountains. However, by reserving a mountainside room you would have thought we would have had more than a gondola view. The fact that we even had to bring it to their attention was unacceptable. We had to waste even more time changing rooms. It was like they were trying to stick us in an undesirable room, and hope we didn't notice! Unfortunately, the balcony had no covering, so sitting out there during the day wasn't even possible. There were retractable awnings, but they didn't block out the sun. The room itself was nice, and had a desk and nice sitting area. The mini bar is complimentary, with the exception of beer, alcohol, and oxygen, but we did need to call to have it replenished, as they never showed up several days. This is something they should do without calling. The room service was also unimpressive, and despite the fact that we called and requested service when we left our room, the room was not serviced upon our return on more than one occasion. Again, unacceptable for such a property. The fitness center was nice, although they offer only 2 treadmills, and 2 ellipticals, which isn't very many if it's busy. There was only one elevator working during our stay, which was a great inconvenience. We were told, although we probably shouldn't have been, that the other elevator had been broken all summer and they were awaiting a part that had to be made for the elevator. We were told that the elevators are so old that they don't even stock the parts. It would seem that it would be a good time to replace the elevators with ones where parts could be replaced within a week. If the other working elevator had broken, it would have been a nightmare. Similarly, this could pose real problems in the winter. The hotel is also pet friendly. Travelling with pets is great, but the hotel allowing pets to sit and climb on the furniture, is disgusting. It is also quite unsanitary to observe the hostess at the restaurant pet a dog and then pick up menus and take guests to a dining table. Being pet friendly does not mean that pets should be allowed to wander the hotel and sit in the lounge area on the furniture. The hotel staff needs to be more proactive in addressing this issue. The hotel offers complimentary coffee each morning. Unfortunately, they take it away by 10:00 a.m. It would seem that they could leave it out all day, or at least until noon time, especially on the weekends. On the bright side, the room are nice and the location of this property is central to everything. Unfortunately, it's not enough to overcome the poor service! It is not worthy of five stars or a return visit!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
We are so sorry to hear of your unsatisfactory experience with us! We do strive to offer the best service possible and clearly missed the mark on making your stay a positive memory from Aspen.
As a boutique hotel, all of our rooms are different and unique with a variety of views of both the mountain and the town. If you do choose to stay with us again, we have made a note in your guest folio regarding your preferences and would be happy to accommodate with a more satisfactory view. Regarding the elevator, it is extremely unfortunate to have the technical issue. The manufacturer is creating a part for us, which we plan to install during our fall closure. We will fully operational with two guest elevators this winter.
Yes, we are pet-friendly, but sanitary service comes first! We are distressed to hear of this behavior from our server and have followed up with our staff to ensure proper procedures are being upheld. Yes, Fido can have some fun, but cleanliness must always take precedence.
Again, we are sorry to hear of your experience but would welcome the opportunity to try again. If you would like to discuss your stay in more detail, please contact me at 970-920-4600.
Anneke Scholten, hotel manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.