St. Regis Aspen Resort

We booked a room with balcony. When we entered our room we heard noise above us and also noticed we didnt have a balcony. When asking the manager they noted that construction was happening above us which should stop soon. The part that really upset us was they admitted they oversold the room we originally booked and put us into a lower room. That was never mentioned at checkin nor us receiving a credit for the difference we paid. Because no other rooms were available we requested a full refund whuch we are waiting for and drove the full 4 hours back home. In the future being upfront with the customer about the room situation and letting them decide on what they prefer to do would help alleviate this kind of situation.

Lack of attention and one problem after another after both completely refined the experience. We have been to The St Regis on more than one occasion and this experience made sure it will be the last. Room problems: AC didn’t work in the bedroom, went to the front desk to request that maintenance fix it to cool the room off as we like it cold at night when we sleep. With two people at the front desk, they got it wrong and told maintenance we were cold and needed heat?? While at dinner, maintenance cranked up he heat so it was 79 in the room when we returned from dinner and ready to go to bed. Went to front desk to ask maintenance to come up, and he said his instruction was to make sure the heat was working. AC was never fixed and never got below 71 in the room. At that point we gave up. Sconce lights above the bed wouldn’t turn off all the way and were like strobe lights all night, so we had to put towels over them so we could sleep. Other lighting was hit or miss. Other problems: biggest annoyance was we had a spa charge for $384 that wasn’t ours. Went to front desk to remove it. They did, gave me an updated folio, but then a couple of hours later the charge magically reappeared on the bill. Called back to the hotel (we had checked out by then), and had to ask them to remove it again. The person we spoke to had broken English, couldn’t understand me and I couldn’t understand her. At breakfast before we left my wife ordered an omelette with spinach, mushroom and tomatoes. She got mushroom and hot peppers. The positive: Michael in the lobby bar was great, and the gentleman in the coffee stand area in the morning was wonderful. Nice looking hotel, but service has gone down hill since our visit 2 years ago. Other annoyances, no bottled waters, but they give you a reusable water container with water in it. No tamper proof seal, so who knows if it was reused. What St. Regis cheats out on bottled water? Maybe a new owner. There is a language barrier with 95% of the employees. There are other options in Aspen I encourage you to look at.

I had an exceptional experience. Aaryan, a young man from India, gave me the best, genuine, bespoke service. At the smores station outside, he invited me over to enjoy the experience, shared his culture with me and made me feel like family, not just a valued guest...he went above and beyond.

This place is AMAZING! Attention to detail is extraordinary

Received an extremely impersonal email from the hotel saying that our November 2024 reservation would be cancelled due to the hotel being closed for "maintenance" during our dates of stay. This stay was part of a longer vacation we had been planning for several months. Offered no additional compensation and barely an apology for this extreme inconvenience, other than to re-book at an inferior property at the suspiciously inflated rates. I would never consider staying at this property ever again simply based on how this was handled.

We were corporate guests for a conference. This property is beautiful and is in a great location in the heart of Aspen. The beds and pillows were dreamy, and the banquet food was excellent. However, the property appears to be plagued by the all too common "employee", or lack thereof, problem. Service was non-existent. The front desk staff was pleasant, but the hotel struggled to provide standard service levels from the very beginning by missing the "guaranteed 4pm checkin". To be fair, the staff offered to buy us a meal for the inconvenience of using an alternate room to get ready for the first night's events; our schedule did not provide the opportunity to take them up on it, but we appreciated the offer. They also offered to let us downgrade and stay in the alternate room; we were not interested. Unfortunately, the service did not get better. The hotel apparently ran out of regular coffee pods for the in-room machines for several days during our stay, so we attempted to order a pot from room service each morning. Twice it came cold, once it took a long time to arrive, and one time it never arrived. The service in the onsite breakfast restaurant, The Velvet Buck, was even worse. The last day our server did not come by the table except for the times we went to refill our own drinks, which we did twice after waiting an exorbitant amount of time. There were plenty of staff on this particular day; they were engaged in conversation amongst themselves and seemed horrified at our attempts to get our own refills and insisting that they would take care of it. Mind you, this happened twice. When we did speak to employees in person they were always pleasant and attempted to be helpful, but the overall lack of service was surprising and disappointing for such a highly rated property. The last day there was what sounded like a little dog barking constantly in a nearby room. We love staying in beautiful properties, but this experience really made us appreciate the difference good service makes.

What a wonderful hotel!!!!! The service, the rooms, the attention to detail was just outstanding. A particular thank you to Leslie at the bar and to Garzon in the restaurant. They were just great Everyone else was just fantastic. It is well worth the money. Thank you!!!

Have been a long term guest of the St Regis over a period of 25 years. Over the past few years have noticed a huge decline in customer service. My recent stay was really the "icing on the cake". Had a week long stay and over this period , daily , experienced some "issue". The staff are just "so so" and can be really hit or miss. I think it is the nature of this seasonal town as most of the staff are employed for only a short few months - I think they really do try but sadly the service is not seamless. I feel this is more a reflection of management than anything else. As other reivews state - the location and the beauty of the hotel I feel is the very best in Aspen , however as other reviews state as well , do not come here expecting St Regis or even 5 star service ... as sadly you will be disappointed more than once during your stay.

I recently stayed at the St. Regis Hotel in Aspen, and while the location and service were excellent, there were a few aspects of the room that fell short of expectations. The room felt somewhat dated, lacking the modern touches you would expect from a hotel of this caliber. Additionally, the air conditioning unit was quite noisy, which made it difficult to sleep comfortably at times. Overall, the hotel’s ambiance and staff were commendable, but the room’s condition and noise from the AC left room for improvement.