Rated 1 out of 5 by TravelerGS Hotel is far below St. Regis quality
It took 1 1/2 hours to chcek in. I had to call the Plantinum Hotline to get the front desk motivated to assist.
The renovation was poorly done, rooms are awkward, lighting is poor.Furnishings are out-of-date.
There is no Esprit de Corps at the Hotel.
The senior concierge did not where a Colorado landmark was. Concierge always busy with some work on the computer, they did not even look up.
Housekeeping staff and mini bar checker did not speak english.
The resturant serves below standard food. The breakfast toast was cold, ceral was inedible. Chef Gordon Ramsey would have a field day here. Avoid eating here.
This Hotel caterers more toward pets then people. Dogs in areas where food and beverages are being servered. No stations around the Hotel for picking up feces.
The room was award and hard to get around. Too many out-of-date furnishings. No adequate work space, desk on rollers, no chair for the desk.
Keys did not work in the door, in spite of maintenance working on it. HVAC not working, maintenance corrected, but it took hours for the correct temperature to be reached.
No TV remote in the room.
The batroom is very cluttered, tub is usless and is stand alone which takes up space, no safety rails provided. The toliet area is very small, and a large person would have probelms getting into that area.
The General Manager did not respond to a call or E mail, in spite of assurances that she would by the front desk.
This review does bare out some of the comments by other Platinum guest reviews, this Hotel is just not up to speed with service and comfort.
If you are flying into Aspen, have the Hotel pick you up at the Airport, no need to rent a car, the free city bus will take you almost anywhere you want to go. You will save quite a bit in parking fees, and rental car costs.
October 25, 2012
Rated 2 out of 5 Holy disappointment
We cannot begin to express how disappointed we were druing our recent stay at the St. Regis, Aspen. Months prior to our arrival, we requested a room in the Red Mountian building . Days prior to our departure, we communicated with the butler who, upon our request, assured us that we would be staying in the Red Mountian Building. Unfortutenately, when we arrived, the front desk manageer informed us that he wanted to "double check" and make sure that we in fact, did want to stay in the Red Mountain builidng becuase if this was the case, our room was not ready. As a result, we had to wait clsoe to an hour before we recieved our room key. Once we entered our room, we learned that we looked directly out at a buidling under construction. Of course, we did not request this view nor did anyone infrom us in advance that we would be looking at concrete and steel. The room had a sloped cealing and when we called the front desk to ask for another room, we were told that they were unable to meet our request. Given that we have stayed at this property on three previous occassions -- two of which were during the ski season, we were stunned (especially given the money that was being spent) by the unwillingess on the part of the front desk staff to accomodate our request. To be sure, this was a busy weekend, but we checked in long before the majority of the other guests. Adding insult to injury, was the fact that the butler's were not attentive to detail, housekeeping left dirty room service trays (placed in the hall by our neighbors) in the hall for hours on end. (We had to call the front desk and ask for them to be removed.) The bellman -- virtually all of whom hail from the U.S.A, were a refreshing change from the bar and waiit staff, the majority of whom while pleasent clearly did not understand what we were asking for more than half the time. Add to this the fact that during the Aspen Food & Wine festival the hotel ran out of its featured champagne -- Veuve Clicquot -- and you have a recipe for a very, very disappointing stay.
June 18, 2013
Rated 5 out of 5 by ToniCTravelAmeniti1 A Regis in a Regal Vista
Arrived at St. Regis Aspen. Looked forward to check this property out.This time I made a special trip from Denver just to check it out. I was curios why a great number of platinum members rate it so low.
My experience started with a bummer. I relied on the Platinum Concierge to find the best route to the hotel. I was advised to take the pass, route 82. travelled for 3 hours from Denver only to find that we were 26 miles away from the property only to find out that the road is closed. It took us another 3 hours to get to the property. I almost decided to stay in Avon at a sister property that I used several times before.
My desire to experience the property made me spend the extra 3 hours in the car.
Got to the property exhausted. It is a great well appointed property. The property was completely empty (I looks like they had a total of nine rooms occupied). I only observed 4 employees: a valet, a person at the front desk, one at the lounge and a supervisor. It looks like most of them just started with the property and it showed. But they were all sweet and nice people. Even though the property was empty, the platinum upgrade was sub-par. There was miscommunication between the employees about a certain perk we were given, so we were kind of humiliated.
The only place to eat was the bar area. We were the only customers but it took a long time. The place was like a ghost town, everything closed. Sure, we had a beautiful property all to ourselves. Nothing to do though. No glimpse of butler service. My shoes were not returned by the time I needed them. They arrived about an hour late.
Down for breakfast. We had a continental breakfast buffet included as the letter from the management clearly states. The only thing, there is no buffet. We were offered 3 items that were completely unappealing. Food, overall was delicious, both at the lounge and breakfast.
I have to say that when I brought the issues to the GM's attention, they were addressed timely. The GM rocks. Raj is a very skilled manager, a great asset to the St. Regis brand. He made us feel like we belong.
We ended our stay with a delicious dinner, even though it was in the bar area, it was first class. Did not get to check the new Chefs Club restaurant as we had to leave before it was opened for dinner.
The spa is beautiful and inviting. The location is amazing.
May 25, 2013
Rated 2 out of 5 by Lynn70 Disappointed
I have stayed I this hotel 4 times in the last 8 years and can definitely seen a drop off in the facility particularly food and beverage and waitstaff. The prices almost triple during food/wine aspen and so I would expect the service to be particularly on point . In fact I kept hearing sorry we are understaffed during the visit. I would urge you to make every attempt to keep the quality of service at the highest level as that is what keeps people satisfied and coming back
June 25, 2014
Rated 5 out of 5 A bit of a disappointing experience
I was disappointed that our room was not cleaned on Friday Septmeber 15. Housekeeping knocked on our door and was asked to return in 20-25 minutes once we were gone. I wash my towels in my own home after every time I use them and was disappointed to see this was not done in such a wonderful hotel. I expected better service. I had to call the front desk on Saturday morning to ask for more shampoo/conditioner/body wash and when I went to the front desk Saturday morning to request housekeeping services there was nothing more than a quick apology, nothing offered for the mistake.
September 16, 2013
Rated 3 out of 5 by CW50 Great potential, but currently unrealized
The current construction served as an obstacle to the experience I expect from the St. Regis. The sound of construction began in the morinng and was persistent throughout the day. However, the renovated rooms will be worth the current distractions, although I wish our stay had been after the construction was complete.
Despite the construction, however, the hotel appeared to be understaffed in multiple key areas resulting in wait times that greatly exceed expectations. On multiple ocasions, the front desk had no staff present. In addition, it took nearly an hour to receive appetizers that were ordered. It appeared that the lobby lounge often had 1 person working, when 2-3 would hvae been required to provide adequate service.
December 22, 2011
Rated 2 out of 5 by CFAA Very disappointed this time
The cleaning person during the day left trash on the nightstand and dirty glasses and didn't vacuum. The hotel was very noisy into the wee hours of the morning and would not stay there again on a weekend.
Also, this is the 2nd time I've had trouble with the final billing. I originally booked 2 nights online, but upon arrival I noted that I may need to
stay longer a day or two. I proceeded to tell a front desk person the next eve that I would only be staying 1 extra day. Upon checkout the front desk clerk tried to muscle me into paying for all four days.
I come into town from Telluride regularly and will likely stay elsewhere in the future.
In addition, my facial wasn't great this time either and was fantastic the previous stay.
September 17, 2013
Rated 3 out of 5 by DB123 Great hotel - needs faster in-room internet
Fantastic property in a georgeous mountain setting. Great room. Very clean. Staff was great. Room excellent except the in-room internet accessibility is very poor. It's slow--custumers can buy either 2Mbps or 4Mbps--neither of which are acceptable these days. An extra $20/day seems a little ridiculous in light of the available speed. Internet is not wi-fi either; it's via a cord so you are teathered to the desk. Time for wi-fi, people. Should be free too in light of the overall room-rate. and the overall level of luxury/features throughout the hotel.
September 23, 2013
Rated 3 out of 5 by sfheather Nice facelift, but service not up to snuff
I've stayed here in the past several times in the past and had great experiences. This trip started with the shuttle driver leaving my baggage overnight at the airport (after I personally took it off the carousel). Not cool. Although they were nice, the bar staff seems to have no clue about the bar menu. Housekeeping didn't make up our room one day, even though we were out skiing all day. The list kept growing, unfortunately. It's a beautiful hotel, with a fantastic location, but the kinks seem to need to be worked out this season...
December 9, 2013
Rated 5 out of 5 by zakr57 A Splendid Experience
Aspen is a beautiful place, and our 2-day stay at the St. Regis helped make our experience "over the top."
June 28, 2014
Rated 2 out of 5 by EchoBravo Left after one day
There was no upgraded room as expected. There were no amenities whatsoever. Front desk staff refused to speak up even after repeated requests (and much pointing at hearing aids). The concierge staff varied between sparkling (with no follow-up at all) and borderline surly, relentlessly on the telephone with other guests. The daytime bar for a festive Irish Coffee was staffed by pleasant but incapable people or by folks doing paperwork and couldn't be bothered. Without mentioning specific prices, as requested, this was intolerable at over two thousand dollars a night for a smallish room. The desk manager Zack tried to do a few things but the holiday was lost and we returned to Los Angeles after one day after booking (and apparently paying for ) three days.
December 31, 2012
Rated 1 out of 5 by LetDown Over promised, under dilivered
I realized this stay was going to be less than expected at check-in. St Regis hope of becoming 5-star will NEVER happen, they would be best to be 3-star. It took 10 minutes of waiting until which time the under staffed front desk was able to attend to me. They apoligized for not having my room ready by 4 pm, but offered me to join the rest of the lobby waiting for rooms that were unavailable. My room was not ready until 5:30. The front desk NEVER recognized my platinum status and when I pointed it out they questioned me and bantered with me about it (I do 100 plus nights a year in SPG properties).
My room had NO HOT WATER for bath or shower so I went to the spa hoping to use the showers there....no luck. The staff is aware of the lack of hot water and blame it on "construction" and high volume use.
St Regis must think 5-Star service is achieved by charging for everything. I get better service and more attention at catagory 2 hotels! To be charged $50 to use the mini-fridge already located in my room is unheard of. For the prices paid here shouldn't I be able to use the fridge located IN MY ROOM? No coffee maker of course....I am sure they would gladly charge me for one though. I requested a microwave and of course for a large charge they could bring me one. Any SPG hotel I stay at always provides both to my room free of chrage.
I don't mind spending money when the service and expectations are met. The staff is NOT 4/5-star quality by any means. It might benefit the GM to visit a real 5-star hotel to see what it's like to experience truly high end service. Just because it's located in Apsen does not mean you'r 4/5 Star quality. You have to provide the staff to back it up and St Regis is lacking that.
I am confident this is my LAST stay at the St. Regis, would a total let down. As a business owner I constantly under promise and over diliver and constantly please me customers. St Regis does the opposite which is poor business.
December 21, 2011
Rated 5 out of 5 by GaryAli Great Service Overall
Our overall experience with St Regis was fantastic! There were some inconsistencies, mostly with private dinning and maid service in cleaning the room. The staff was always helpful and professional. The accommodations were excellent.
June 25, 2014
Rated 2 out of 5 by ottla0704 ST. Regis Aspen
The Hotel has completed a wonderful rennovation. Superb! Too bad they did not rennovate the staff and the service. The reservations for the F&W restaurant were a disaster. An 80'thBirthday celebration "forgotten", reservations lost, "sorry", was the comment. To top that, the service was poor, inattentative and the food medicore. Very over-priced for the service and the quality. I would not stay or recommend staying to my friends.
Additionally, room service was equally slow and poor quality. Too bad Aspen!
September 23, 2012
Rated 3 out of 5 by Ggecko St. Regis Aspen
I made a reservation for a room with a fireplace and paid a higher rate for this. Upon arrival I was advised there were no such rooms availible and they should never have allowed me to reserve one. This was a key request. After much discussion ( no manager on duty) they slightly reduced our rate and promised the manager would call us. He left a message 2 days later right as he was leaving for the day. Plus we were insulted that after paying $600 a day the hotel still charges $14 a day for WiFi.
September 26, 2012
Rated 5 out of 5 by ProfEdwards Perfect!
I have never encountered a staff more gracious, accomodating or helpful than the staff at the St. Regis in Aspen. They were fabulous!
June 24, 2014
Rated 2 out of 5 by Encierro1 Great Potential
I was unaware that the St. Regis was under major construction. Had I of known, I would NOT have made the booking. The staff did their best with what they had to work with, but I was a bit disappointed overall with the St Regis.
With that said, I'm sure when the construction is finished, the St Regis will be what people expect.
I used 3 free Resort night awards and was grateful for that but would have rather been able to experience the St Regis as it was meant to be...
December 21, 2011
Rated 5 out of 5 by AndyB Exemplary Last December. Hoping the same this January
It is a surprise to me to see all the negative reviews. When I stayed at the St-Regis last December (2010) *EVERYTHING* was exemplary. The staff was highly attentive and the facilities were top notch. We also received a very nice upgrade, partly in consideration of our two 4 legged traveling companions.
I have been Platinum for much of the last 7 years and have stayed in many Starwood facilities, mostly in CA, NY, and CO. The St-Regis in Aspen is *clearly* #1 on my list (followed closely by 2 other Starwoods in CA).
I can only assume that the construction is weighing heavily on the staff. Even given the reviews, I have no plans to postpone or cancel my upcoming January stay at the St-Regis. I will submit another review afterwards. I find it hard to believe that the St-Regis I know has permanently slipped in stature.
December 25, 2011
Rated 3 out of 5 by JJF53 Food and Wine Event Stay
For the cost that I paid, and of course for local events the standard rates are x3 or 4, this was a big big disappointment.
Positives were the quality of the room as I had a suite and it was very comfortable and the gym which has new equipment, and a lot of it.
Negatives were the staff from every level. Food and beverage staff you could not understand as their English for the most part is broken. same to be said for my butler whose service were VERY SLOW.
At check-in was not recognized for my Platinum status (I also own weeks in Princeville) and I never received the paper which was offered (USA today), instead got the New York Times. Huh, not sure how that miscommunication happened.
The bellmen spent more time talking to themselves than customers.
so in closing, for the EXTREME cost for 4 nights, this was definitely a big disappointment.......
June 26, 2013
Rated 3 out of 5 by Maria100 Aspen new year 2011
I do like the new decor of the Hotel..but it was not complete..
There a few things we were not happy with
1. The room was extremely warm..and air condidtioner didn't help..difficult to sleep
2. service at the bar..was very understaffed..
3. New year eve dinner..had horrible ..table in back by the bar..not worth ..250 per person..also very understaffed..
4. had to call each day to have room cleaned..once it was clean they did a good job..
January 3, 2012
Rated 5 out of 5 by Ligia Best in Aspen
We had a wonderful time at the St. Regis during Food and Wine. Even though the hotel was busy, the staff was excellent and worked hard to meet the guests' needs. Can't wait to go back.
June 21, 2014
Rated 2 out of 5 by brcNyc Room for Improvement
the finishes in the hotel are excellent, but there were many flaws. I was there recently for a conference and there were several people with the same complaints. For one the led lights above the tv do not shut off at night, 2nd the strobe light for the fire alarm flashes all night, maintenance did fix this with putting black masking tape over the lights. 3rd the air conditioning does not work at night, it works well during the day, several other guests complained about the same issue. I spoke to the front desk and they said they put in a new system this winter and have not worked out all the kinks. Meanwhile I was not able to sleep any of the nights and was not offered anything in return for this inconvenience. The last issue is that the room is too small for all the furniture they pack in. Also a good tip would be to buy pool furniture with cushions.
June 13, 2012
Rated 2 out of 5 by jake33 neds a lot of worke
For the price, and price aside this hotel does not compare with other first class hotels in Aspen. The room is silly small, the service for bkfst is atrocious, and even the elevator didn't work ( no sign that it was out). Housekeeping came at either 830am or late afternoon which means not enough staff. Hootel does not offer shuttle service like Nell and Jerome.
January 3, 2013
Rated 3 out of 5 by KC55 Remodel is awful
We have been coming to the St Regis for many years. It was always a comfortable place to stay in Aspen. The latest remodel is horrible. The décor in the common areas is cold and unattractive. There is annoying electronic "music" playing in the lobby and restaurant. Although the rooms are nice and the staff is excellent, we will not be coming back.
August 4, 2013
Rated 5 out of 5 by SoCalNative Best in Aspen
This is our 2nd trip to the St Regis ,Aspen and each time the staff, hotel and surroundings are unparalleled. We skipped one year at the St Regis and stayed at another local Aspen hotel and are SO glad we came back to the St Regis this year. This is our new annual trip and will never stay anyplace besides this property. Thank you
December 13, 2012
Rated 1 out of 5 by jbeazie Extremely Disappointed
The hotel room was extremely small! The worst part was that the air conditioning only went down to 69 degrees. This should be advertised. The norm for hotels is 65 and for finer hotels 60-62.
The good part--in 13 years, I have never experienced such wonderful staff at the pool. The food quality has also dramatically increased.
July 8, 2013
Rated 2 out of 5 by KEO57 Needs improvement
Check in was bumpy. We were promised a upgraded deluxe room with two double beds and a fireplace. We were first given a room with a fireplace but with a horrible room. Eventually we got a standard room with two double beds but no upgrade, this in spite of being Platinum. Service in the bar was often very slow and unattentive.
December 30, 2012
Rated 5 out of 5 by Sarah0216 Wonderful!
This property was beautiful! The staff was very accommodating and friendly. We used the complimentary car service to be dropped off at the gondola and when we went out to dinner. I apreciated some of the small touches like cofee/tea/hot coco in the lobby in the AM. Also the champagne toast at sunset was much appreciated.
February 22, 2012
Rated 1 out of 5 by GA981pa24 Staff needs help!!!
I would not stay at this hotel again.. We checked out early due to the mostly intern help from indonesia not able to understand and speak english and general lack of training on how to take care of guest.. We understand the importance of training and intern programs but in this case it is not working...
July 3, 2013
Rated 3 out of 5 by tmack24 Aspen
Lots of noise and dust because of ongoing room renovation. Lobby area supposedly renovated—but remains stuffy and dark.
Newly renovated rooms are nicely appointed—but not large. As a Platinum Starwood member—I could not see any appreciable upgrade in my room.
Staff were very nice and attentive.
December 16, 2011