Rated 5 out of 5 by BlackCloud excellent standard of service
From early check in to amazing bar service this hotel is first rate. Everyone here treats you like a king. As a constant traveler it is always appreciated when time away feels this good. I would highly recommend this property.
November 25, 2014
Rated 1 out of 5 by lillydog staff needs help
this is our second time at the St. Regis Aspen. The staff is very poor. They are very attentive but incompitent. Butler service is ok. concierge service is ok. spa lakes yoga classes. use of spa without appt incurs a $25 fee----why? lobby area unkempt and dirty with coats laying all over the place and taking up seating. Outdoor space not used to its potential. but by far the worst is the food and beverage department. the room service food is terrible. breakfast food is often spoiled and definitly overpriced. service at breakfast is terrible. and the restaurant---chef's club is a horror
December 31, 2012
Rated 1 out of 5 by JC06 WORST 5 STAR EVER!
The St Regis was Overpriced and Awful! From the original reservations staff employees being rude and disrespectful, to arriving and the room wasn't ready, the bar staff was unprepared and slow, the room was tiny, and for $1,300 per night plus tax, the value received at this hotel was non-existent. I would NEVER recommend this St. Regis and I will not be back!
January 6, 2013
Rated 1 out of 5 by MarcK Extremely disappointed
I brought my family to this hotel as a special treat. I was extremely disappointed with the service and the facilities are incomplete. I wasnt told the hotel was under renovations until two days before my arrival. When I arrived at 4:30pm I was told I would need to wait for up to an hour for either of my two rooms to be ready. I had two small kids with me and we had to wait in the bar area of the hotel. After 70minutes I asked to be let in to at least 1 room and was finally able to do so. It took over 3 hrs to get the other room. The door to the room didnt close, the phone didnt work, there was no hair dryer in the room, only 1 of 3 hot tubs works, the list goes on. The staff was clearly overwhelmed and under trained. This was probably my worst Starwood experience in about 200 nights stayed in the last 18months.
December 20, 2011
Rated 1 out of 5 by TKJR NOT ready for guests
The ongoing construction is FAR too much of a distraction to have guests, at least in certain parts of the hotel. It is loud, dirty, and the "kinks" aren't worked out yet. For example, mini bar is not stacked, TV stations aren't all clear, wireless internet did not work, etc. The service staff were as helpful as they could be, however waking up to hammering, drilling and sawing is an unacceptable experience while on vacation in such a high-end property. I believe the St. Regis will soon by in a position to meet expectations, but it is far from that now. (12/6/2011).
December 6, 2011
Rated 1 out of 5 by Frequenttraveler Staff was most unaccommodating!
As a loyal SPG member I was disappointed by the service I received. When I arrived, there was no king bed for me despite my request to accommodate a six foot-four inch frame. The person who checked me in, who identified himself as a manager, did not seem concerned about it at all. I was not greeted as an SPG member and had to ask if he was aware of my request and membership. Also I was not given information about the property, I had to ask directions to the elevator to find my room! I noticed another guest checking in at the same time was provided information about the location of the bar, including apres ski activities and directions to the elevator, etc.. Lastly, the food was not what I expected based on my visits to other Starwood properties.
January 22, 2013
Rated 1 out of 5 by samy16 The staff was not helpful
This is a beautiful hotel but from the time I arrived on Thursday I ran into nothing but issues with the hotel. The customer service was just not up to par with what you'd expect from the St. Regis. After losing my reservation and having me negotiate with SPG on the phone, I received no apology from the staff or acknowledgement from the manager. I spent an entire afternoon dealing with this with no support. I had a few other issues and the manager never even returned my voicemail. I would not stay here again.
August 7, 2012
Rated 2 out of 5 by MichaelB23 Wouldn't recommend this hotel to anyone ...
My wife and I were very excited about our trip to Aspen and our stay at St. Regis expecting the same level of service that is provided by the St. Regis hotels; however, I must say that this was very disappointing. Here are the reasons why?
1- During the check-in, we were constantly told that the hotel is completely booked and no upgrades available for platinum guests but the manager told us that he was doing us a favor by providing us with the top floor room of the same room we booked. This was pretty much what we expected especially during holidays. The hotel property is very nice; however, the room was very small and there was almost no closet so we had to ask for portable closet to our room which took a lot of space in already very small room and this took almost 2 hours for them to deliver.
2- There were only one elevator working throughout our stay and later was told by staff that this was going on for a while. The only elevator was also shared by the hotel staff especially the baggage delivery staff and at times we had to wait for almost over 10 minutes to get on an elevator. Thanks god the hotel was only 5 floors. Also, the only working elevator was constantly getting stuck and the phone elevator was not working properly. We got stuck once and tried using the phone and the so called “butler” service couldn’t hear us but we could hear him.
3- We left breakfast room service order by using the order card provided on the door to be delivered next day and they completely got the order wrong to the point that we initially thought that they must have delivered this to a wrong room but after speaking to the in-room dinning service manager, she admitted that they didn’t get the full order correctly and when they did, the food delivered was cold and the toasts were burned. At this point, we called the so called “butler” service and told them about the issue and to my biggest surprise, she said “what do you want me to do about it?” and I told her that I would like to speak to a manager and I told the manager about our ordeal and also the unprofessional response from the staff which I would have never thought I would get from any St. Regis property.
4- After a long day skiing, we decided to have some coffee in our room so we called the in-room dining again and after 45 minutes wait I called back to check the status and they told us that they had shift change and had no idea about our order. I must say after our call the order was delivered right away and they apologized for it.
5- The next day after all our troubles with the room service, we decided to go to lobby and order some food and we sat there for almost an hour without any service.
6- We also asked if someone could turn on the outdoor heaters near the fire pits outside so that we could enjoy the outdoors and when we asked one of the managers if they could turn it on for us and again after 45 minutes waiting for someone to come out and turn on the heaters, we were told that there were no gas available for the heaters so they couldn’t honor our request.
I must say that it was very obvious that the hotel was understaffed, not properly trained, and the customer service was one of the worse I have seen in any Starwood properties. The only positive note about the hotel was the housekeeping, delivery and bells staff which were very friendly and truly apologetic about the situation and even they admitted off the record that they were understaffed for completely sold out hotel. Personally, I blame the hotel management for not being prepared even though they had full knowledge about the hotel occupancy rate and given that they were expecting a large crowd for the holiday season. For this type of hotel, you expect a customer service that is standard for St. Regis properties but I must say they completely disappointed us during our stay there.
January 3, 2013