The St. Regis Aspen Resort

We had a great trip over the weekend. The hotel is beautiful and the room was nice. The room was spacious. The hotel gym is one of the best I have ever seen and the hotel is conveniently walkable to town. The free shuttle was great to/from the airport. My only complaint about the room is that we had people from housekeeping trying to enter our room at 8:30 at night (both nights)- once without knocking which was really awkward. We had a snack and a drink at the hotel bar which was insanely priced- the drink was just ok, but was $28. The reason for my poor review stems from after the trip. We did not touch anything in the mini bar- I don't even know what was in there and we could never find a price list for even curiosity. We didn't even drink the bedside waters at night for turndown because we not sure if there was a charge for them. We were mysteriously charged by the hotel for using the mini bar which I found on my bill after the stay. I have called every day over the last 3 days to understand what the charge was for and to get it reversed. I keep getting sent to a voicemail that is full and my requests to speak to a manager have not been completed. I will be disputing this charge with my CC company because they will not talk to me about this issue or how to reverse this charge. This is not up to par with a 5 star hotel nor reflective of our on-site experience. It has put a sour very end to an otherwise nice weekend. Watch for unexplained charges after staying here on your hotel bill!

I reached out to the hotel with a query in advance but didn't hear back even with follow up and ended up escalating to my Marriott Ambassador to prompt an answer. The hard product is pretty nice and there are a few special touches which are especially appreciated in light of the hotel not charging a resort fee, however management should be accountable for the lack of training and quality control over the service levels. Upon check in I met with a gentleman who had very poor spoken English and the language barrier was substantial. I say this as someone who has lived in multiple countries with English as a second language and been an English tutor for years. The additional time spent trying to clearly enunciate was unlike anything I've seen over my extensive international travel. The St Regis butler service is known for two major things, packing/unpacking luggage and serving hot beverages. It was fortunate I didn't have need for the first service as that was never offered to me. The two times I called for hot beverages they wanted to charge me room service for them and had no idea that this was a butler offering. The butlers were also ill informed about the hours of afternoon tea as well as the need to reserve at least a day in advance to set expectations. They were however endlessly trying hard and it was clear that where their service fell short, it was not to do with their work ethic, but simply because they've not been adequately trained. The suite I had had stained sheets and a bathroom tv remote that didn't work. The elite breakfast used to cover the cost of two continental breakfasts excluding tax and tip. With the raised prices at breakfast, you can't even get the price of two continental breakfasts per room. When you spend $23k+ and 100 nights at a hotel chain to maintain Ambassador status and they can't even extend their own promised included continental breakfast, I'd be curious to understand how they expect guests to stay loyal. The spa was a continued theme of service disappointment. The spa is newly renovated and prices are steep. I was looking forward to taking advantage of the facilities and making a day of it to try to get bang for my buck. At dinner, the night before my treatment, I was called by the spa to be advised that there was no water at the spa and while my treatment could go ahead, the facilities would be unavailable. I expressed my disappointment and was offered a chance to re-book but as I was only there for one more day, that was the only opportunity. So I made new plans for the day. Lo and behold when I checked in shortly before my spa treatment was due to start, it transpired that the facilities were working well and despite knowing I wanted to make use of them, they did not call me to advise they got them working again. This left a really bad taste in my mouth. The hotel did not consider it warranted to contact me about the disappointments when I outlined them in the hotel survey so it's clear

In general we have a good impresion, but: 1) It was our honeymoon trip and we have ordered flowers on arrival. We confirmed the tipe of flowers by email with concierge, but on arrival no flowers were in the room. Only an email from concierge on the next day, telling that he was off, that's why we could not get the flowers. 2) Every day there was a line to breakfast restaurant. Not long, but still it took time. 3) Hard to make a reservation to the SPA. (Pool inside is super extra small).

Upon arrival we were greeted by bellman, Bryan, who was and is exceptional. He gave us valuable information on where to go, what to do and everything inbetween. The St Regis excels all around in overall service and cleanliness with very comfortable accommodations. I hope to stay at other resorts in this chain.

We stayed here for a couple nights while attending a birthday bash for a local friend. Everything flawless from check in to check out. Front desk friendly, professional, and efficient, as was valet parking, ski valet, restaurant staff, and service in all parts of the hotel. The room was luxuriously comfortable, and well designed. Loved it and felt as if everyone that was on staff worked well together for a common purpose...Happy and well cared-for guests!! Thanks

Although it was summertime when I visited here, I had wonderful time here. Butler service and ride service satisfied me.