1) We were traveling with my 2-year-old nephew. As a result, we called in 4 times before we arrived to request rooms that were close to the elevators, because farther rooms require going up and down stairs which would be difficult with a stroller. We also advised the hotel 4 times that we would be arriving early with a 2 year old and that we would need our rooms ready a bit earlier. When we arrived, they gave us the farthest rooms possible, literally like a 5 minute walk, and our rooms were not ready for several hours.
2) Due to the delay for our room being ready, we decided to go have an early lunch. It was 11:00 am and the hostess at Snowmass Kitchen tells us that they do not start serving lunch until 11:30 so we cannot even sit. After a bit of arguing, they finally let us sit but still no food until 11:30am. Unacceptable. Honestly, if you’re going to have the title of Westin, you better make sure you can always serve something to your guests. After lunch, only one of our rooms were ready. Half a mile walk to our room.
3) We changed to go skiing. Upon arriving at ski "valet" no one helped us one bit to put on our boots or even asked if we needed assistance. It was quite a mess down there actually. They didn’t know what they were doing. No one assisted us to take our skis out on the snow. I don't think they understand what ski valet means. They also temporarily lost my shoes for 30 minutes.
4) After skiing we came to the lobby lounge for apres-ski drinks and snacks. We ordered drinks, some chocolate chip cookies, some jumbo shrimp and some nachos. The drinks and cookies took 45 minutes to arrive, after we complained twice. Again we encountered this time restriction problem on ordering particular foods. It was 4:30pm and if we wanted shrimp, we couldn't order it until 5:00pm. I tried to order it anyways and the waitress said "if the kitchen didn't yell at me every time I tried to put in an early order, I would try to put in your order, but I can't." I complained to the manager about such a response and they guaranteed me that my shrimp will be out at 5:00 sharp. 5:00 came and went with no shrimp. Hence the visit by the third manager and the credit of the entire order. The shrimp took one hour. We just canceled the nachos because we didn’t want to wait. Due to the delays, we called over 3 managers. The 3rd manager finally credited everything. The time rules on their menus are really annoying.
5) That evening, we decided to go out to the town of Aspen for dinner. I wasn’t sure if the hotel did regular turn down service, so just in case, I called to specifically request it before we left. Upon our return to the hotel, to our surprise, or actually, I wasn’t really surprised after all the shenanegans we went through earlier, no turn down service was done. I called again and some guy came and just gave us new towels and left. Unacceptable. I’m paying all this money, I expect not only clean towels, but some tidying up, turning down our bed, some fresh bottles of complimentary water, and some chocolates!
6) The next morning, when housekeeping comes to clean our room, they end up taking my undershirt with the dirty towels. Seriously? I had to call them 3 times for them to even start looking for it and finally 5 hours later, I got my shirt back. They could have had the decency to wash it, but I’ll get to that point next.
7) When skiing, I wear a base layer, as does everyone else I know. The base layer is the first thing that goes on, so when I sweat, it undoubtedly gets absorbed into the base layer and after a whole day of skiing, my base layer will be a little stinky. I ski about 20 days out of the year and I only try to stay at ski-in/ski-out resorts. Every single one I’ve stayed at thus far offers overnight laundry service. Of course, the Westin did not. They said if I wanted to wash my clothes, there was this “dorm-like” building next door and I can go there, in the cold, and wash it myself. Unacceptable. I was left with no other choice so I did just that.
8) The last night, after watching the NBA All-Star game, I was ready to go to bed and as I went to place the remote on the nightstand, my left pinky finger gently grazed the edge of the glass countertop on the night stand. Suddenly, I see blood everywhere. Someone before us had chipped the edge of the glass and that chip cut my finger. See pictures.
9) Spa is WEAK. No steam room. No sauna. No indoor jacuzzi. Men's locker room looks uglier than my high school locker room and holds a maximum of 2 people comfortably. We had booked massages and immediately cancelled them upon seeing the spa. And they had the nerve to ask, "Why are you cancelling???"
10) Overall, the hotel is garbage. I know they renovated it but they really cut so many corners and cheaped out. The toilets are so small that it’s hard for your private parts not to touch the seat. See picture. The hallways look like hospital hallways. The walls are so thin you can hear your next door neighbor using the bathroom. There is no air conditioning. Just a fan that blows room temperature air. The windows are broken. See pictures. They don’t have acceptable humidifiers. They humidifier they brought us was acceptable for a mouse living in a 5 sq. ft. room. Their room service food is disgusting. Valet parking is not really valet parking. You have to buy a $30 parking permit. And then on top of that you need to pay daily valet parking. Otherwise you can self-park but you’ll need to walk out in the cold about a 5 minute walk. There is an unreasonable delay with everything. Car takes like 20 minutes to be pulled up. Breakfast takes 45 minutes to come out. The waitresses at the restaurants look like they all just came from overseas and none of them understand a word you say.
Westin, if you’re going to do something, do it right. I’ve stayed at your other resorts and they were great. But when you open a new one, bring managers and employees from your other resorts so that things run smoothly from the beginning. And just in case you did do that, then you need to train much more. The level of attention was horrible. None of your regular employees cared to check on us. I had to get up to track down and tap your waitresses on the shoulder and ask them where my food is!
Request a room near the main elevators. Otherwise you'll walk for ages.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.