This was really a mixed bag and as a result a little hard to have a single rating do justice to our experience. Let me start with first impressions and the generally excellent start to the stay...
The hotel is conveniently located at the base of Aspen Mountain and a few minutes from the airport by complimentary shuttle. The meet and greet service was flawless and the property is beautiful - check in was painless and our room was easily accessible on the third floor. We had left our reservation quite late, so we had the last available room which was generally fine (comfortable furnishings and well-appointed). The cupboard space was a little tight for two people who are there for winter activities and had bulky coats and accessories to store. our view was quite pleasant.
Problems started when my wife requested a butler to unpack our bags (there is a butler button on the phone and the St Regis advertises that facility as part of their distinguishing Signature Service) and was told that that was reserved for suite guests only. They eventually relented after my wife spoke to somebody in management, but it was annoying to have to jump through hoops. And therein lay the problems that unfolded later.
The staff are generally extremely nice and helpful - the sunny temperament I have seen from Filipino and Balinese in Asia (from where many of them hail) - and do try to solve issues that arise. The supervising staff is likewise attentive to our needs. HOWEVER - there seems to be a disconnect somewhere, as if there is no integration at all. The result is random lapses in service, for example:
- coffee at breakfast in the restaurant often took 20 minutes or more to arrive (not espresso or lattes but black coffee from a thermos) - one often had to ask 4-5 times.
- the first night at dinner two identical orders for a main dish for our party of seven came more than 10 minutes apart and were markedly different in appearance and taste
- the cook at the eggs station started making me my omelet and halfway through responded to a guest's request for more jam by disappearing into the kitchen leaving my dish on the stove. Luckily I asked another chef to take it off and avoided a burnt breakfast or worse. The same cook (or maybe another) literally added the cheese to my omelet as he put it on my plate so it wasn't really part of the dish.
- our room turndown service was random, We had twin beds in our room and sometimes both beds were turned down, sometimes only one. Once a window was left open (and the room was freezing as a result). Once they cleaned up the room but left a tray from room service with the remains of breakfast on the desk.
- a caffe latte once arrived cold and once with no coffee in it. The check always took a long time coming.
- our bags and packages that had been Fedexed were not brought to our room until hours after they had arrived.
Some of the staff however did a bang-up job. The butler/maid who packed our bags (Candy) was excellent and did a wonderful job. The shuttle drivers were very helpful in getting us around and running errands whenever their schedule allowed, as did those given specific instructions. The concierge found us hard-to get reservations last minute during the holiday crush and suggested excellent alternatives when she could not. The ski shop across the road (and accessible from the hotel via a walkway and elevator) was tremendous with knowledgeable staff and offer a discount and valet services to hotel guests.
As for the property itself and the public spaces, they are generally very good with a few shortcomings. The lobby lounge (a little too small for the number of guests) is separated from the main entrance by a partial wall with a fireplace on both sides. Every time both sets of doors are opened (quite common), a gust of cold air blows into the room and sending chills down people. The seating area is always fought over int he afternoon after skiing and one would have thought the designers would have known that people tend to congregate in these place at ski resorts. It seems people planned for average occupancy rather than peak...
My second-to-last negative comment is that many hotel guests walk through the lobby in their bathrobes to access the spa instead of taking the elevator directly to the basement level and walking across. I find it quite distasteful to see this (and uncomfortable to have to do this) especially as the direct route is not option when the lower level is used for a function and security make you go back up and across the lobby. Finally - while I realize it was the holiday season - there are a large number of guests with children who seemed to be running amok and causing a commotion. Many were quite ill-behaved, apparently neglected by their parents who just looked on. While kids int he U.S. are given more "freedom" in this respect, there need to be some basic standards. Finally, many guests and their children seemed to run around in what looked like bed clothes in the public areas. In a couple of instances quite pleasant people dressed like they were going to the "Redneck Riviera", dressed in cut-off shorts and wife-beaters. again - i'm not expecting the sartorial standards of Europe and Japan, but this is not a beach bungalow.
Ending on a high note, the Remede spa is excellent. Large jacuzzis, steamroom, waterfall features and great massages. My only complaint was going to be that they charge $50 for a visit if no treatment is involved, but then thought better of it as it would mean the very people I was escaping int he lobby would lounge around there all day if that were not the case (who doesn't like a free lunch).
- 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