Having been a repeat visitor to Aspen for the past few years, we've had the luxury of staying in all the 4 and 5 star hotels in town. This year we split time between our old favorite, the Limelight, and a first-time visit to the "renowned" St. Regis. Having read the reviews here and paying what I am paying per night, I naturally expected top-of-the-line in everything.
Unfortunately, the first three things greeting us when we checked in were all entirely unacceptable. The first was that they put us in the wrong room - I had specifically reserved a patio/balcony room facing the mountain. The room faced the mountain but had no balcony (and every traveler has their one or two quirks and mine is a balcony); the front desk said they had no more balcony rooms available and offered me no remedy.
The second thing was that the in-house restaurant had cancelled our dinner reservations for tonight without telling us (we just happened to confirm with the concierge and otherwise would not have known this until 7:30 when we would have been in a bit of a jam). "A special party reserved the entire restaurant" we were told; okay, but it would have been nice if someone would have notified us of this and maybe made us a dinner reservation at another restaurant.
The third thing was when we tried to go skiing we were told that the hotel does not offer complimentary shuttle service to 3 of the 4 mountains, nor any other sort of transportation (they did tell us how to get to the city bus station). Every-other-single hotel we've stayed in has shuttled us free of charge not just to all four mountains but to anywhere we want to go (Limelight especially is incredibly indulgent in this regard). But to have the only options available from the St. Regis being a city bus or $85 private car?? When you're paying more than a thousand dollars per night?!
What is especially galling is that we moved over from the Limelight (spent five nights there), where they got our special room reservation request right, got our dinner reservations right and offered us free transportation to any peak or anywhere else we wanted to go. And we paid 1/3 what we're paying at the St. Regis.
I'm still waiting to see the hotel's response to my complaints. So far...regarding the shuttle service to the 3 mountains that are not next door to the hotel, they've offered explanations about insurance and licensing, but nothing in terms of a remedy (so I guess we're taking the city bus tomorrow). For the dinner cancellation without notifying us they've offered an "I'm sorry" and called to attempt to make us a last minute reservation somewhere else for tonight.
And for the room issue - something that I had confirmed upon making the reservation AND no less than three other times, including yesterday - Shaun, the on-duty manager, found us a balcony room (when the front desk said there were none).
In all fairness to the St. Regis, I will write a follow-up review after our stay. So far Shaun solved the biggest problem, but we're still trying to resolve the other two problems.
As an aside - and I will address this in a separate review of the Limelight hotel - that hotel went way overboard treating us special (in addition to the incredible value you get there). Another fantastic stay at the Limelight - and needless to say we'll be returning there again next year.
- Official Description (provided by the hotel):
- The lavishly renovated St. Regis Aspen Resort offers a luxurious spa; world-renowned winter sports like skiing, sledding, and snowboarding; fine dining; and impressive event spaces in Colorado. ... more less
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- Also Known As:
- The St. Regis Aspen Resort Hotel Aspen
- St Regis Aspen
- St Regis Resort Aspen