The staff was exceptional. From the Bellmen Jorge, Matt, Arturo and the guest services staff were all so very nice, kind and eager to accommodate! The young lady who delivered room service from the restaurant on the main level was amazing! Even amidst the COVID season, the entire Ritz Highlands Family made us feel like family! Thank you Guys!
We had a good stay in Aspen, but the Ritz Aspen is a Wart for the Ritz Carlton name... After 28 messages with the concierge before arrival, our restaurants were not reserved, we did it ourselves thru open table finaly, more efficient. This was the beggining of a sub standard journey... The cleaning service was only provided 3 times during our stay, it supposed to be twice daily...and to get these 3 services we had to STRONGLY COMPLAIN. Whatever were the challenges, this supposed not to be of our concern, we pay, we need the service, unless we get refunded. The restaurant is closed 2 days a week, another unacceptable situation. During those days, Monday and Tuesday, we requested a Hamburger thru the room service, but all food was unavailable. Indeed, when the restaurant is closed, no room service: Unbelievable!!! But they seem to find it more than normal there... On a Wednesday, we then decided to place a food order, at the breakfast time. After dialling the number 3 times, we finaly got thru an operator. We placed our order...that never came. An other evidence of the poor management skills of this property head. But the worse, the most UNACCEPTABLE, occured on the last day, our check out day. We were 45 minutes beyong the check out date, and with a valid reason. First one of our son wasn t feeling well and we got the news on the same morning that our flight back home was cancelled. Whatever, the GENERAL MANAGER of the property that we have never seen before along with a coworker pop up at 11h45 (45 minutes later than the allowance...) knocking at our room door. He was on Security Guard mode and came toto KICK US OUT, asking us to leave. We found out later than the "vallet" that was escorting him was a bell boy...unbelievable practices!!! This is an absolute neverseen before. Overall, this property is poorly managed, probably led by a GM that for sure, is not an ex alumno of the Lausane School of Hotellerie...but got more the background of a security guard. He has no skills of hospitality, has nothing to do in this position and is for us the responsable of all these failure. The hardware is indeed good. We won t ge back there, knowing the price they practice, almost 3500 usd a night during peak period, this level of service is UNACCEPTABLE, nor is the behaviour of their manager. This property spoil the name of Ritz Carlton, an hotel chain we believe to have high hospitality standard. We will write to Ritz Carlton to STRONGLY COMPLAIN about this experience.…
It is with sadness that I report Aspen is the only Ritz Residence that I believe truly misses the value of exceptional customer service. We have been owners for many years. We enjoy Vail, St Thomas and San Francisco residences often. When we decided to go back to Aspen after 4+ years we experienced very unpleasant dealings trying to make arrangements. The last time we were there, the staff was so nice. Not this time! I was so disappointed with their attitude that we cancelled our Aspen booking and booked Lake Tahoe. It turned out fabulous, however, because the staff at Lake Tahoe were excellent. We will go back many times!
I strongly recommend you do not stay here. You would think that paying $3000 a night you would receive good service, but that was not the case. All 3 people that stayed in my room were repeatedly harassed by a man named Sasha. I thought the Ritz cares about good service, but obviously not because they put Sasha as a manager. He is unnecessarily rude. This Ritz is not like any of the other Ritz's I've been to. They didn't clean our room multiple nights, and only left a note saying they wouldn't be able to clean our room. There are many better places to stay in Aspen for less money that are nicer and have better service.
What a wonderful property, and a superb staff to match. We hit perfect weather, which made it even better. An unexpected surprise was excellent pad thai and pho in the restaurant, prepared by Thai chef using his grandmother’s recipes. A filet was mouthwateringly tender. We have been Marriott Vacation Club members for many years, and always enjoy our stays at the various MVCI properties, but the Aspen Ritz is our overall favorite.
Just spent a luxurious week at Ritz Aspen Highland! First of all, the property is taking SO many precautions wrt cleaning and sanitizing all public areas. Second, the minute you arrive on the property, from the doormen to the bellmen to the check-in staff, everyone was incredibly warm and friendly but most importantly, super helpful. Third, I want to give a shout out to Carolina Griffiths, guest service manager, who remembered me from my last visit (10/2020). I was pleasantly surprised since I wore a mask all the time and yet, she made the effort to remember my name and made sure that my visit was as good if not better than the previous. It was customer service at its best. I also want to give a shout out to Mitch who was our waiter at the hotel restaurant. We had a great meal there all thanks to his recommendations. …
We had a great experience at the Ritz. It was a last minute booking during the summer of covid. But from the beginning our concierge Olivia was the best ! She helped use arrange numerous activities before we arrived. She gave great advice and did our bookings - which saved us time pre-vacation. We just had to worry about packing our bags the rest was taken care of ! The hotel was very nice - clean and fresh. During covid they made us feel comfortable. The grounds are relaxing during the summer and the location was close to everything. We will surely be back soon !
Visited Aspen with 2 teenagers and stayed in 2-bedroom unit - everything you could ask for in terms of amenities (full kitchen, washer/dryer in unit, well-appointed bathrooms). Super close to town - nice pool - great gym. We stayed one week, and could have stayed longer. Staff is VERY friendly, and helped make reservations for excursions, dinner and eager to help in any way. A week prior to my arrival, I received both an email and call from concierge to see if I wanted to pre-order groceries, and they would stock our fridge before we arrived. We'll be back!!
If I could give a 6 out of 5 - I would because it’s worthy of the rating. There’s nothing wrong with this place. Every detail is taken care of. The staff is the nicest group of people and make sure you are happy. The rooms are spectacular. Classy place. I hope everyone can experience this level of vacation stay. Enjoy.
This is Ritz residencies so you will get a full 2 or 3 bedroom with full amenities. True ski in/out with storage of your skis and boots. Shuttle to town and Buttermilk. Would be nice if they would provide shuttle to Snowmass as well