We have stayed at this hotel many times over the years for our annual ski holiday. We had not been since the hotel had been refurbished and we were looking forward to seeing the changes. We had always held the hotel in such high regard which is why we always returned. Overall we felt disappointed this time. We remembered it as being consistently good but there were too many inconsistencies this time.
We arrived at the airport in Aspen and there was no shuttle to greet us. Every other hotel in Aspen and Snowmass had shuttles for passengers but it was a 20 minute wait for a shuttle to arrive (after a phone call). When you have been travelling for hours and just want to get to your room & relax, the delay was irritating.
I had contacted the hotel in advance to ask if we could be allocated a quiet room. Our room was on the fifth floor and it was perfectly quiet - facing the mountains - no sound from other guests or from outdoors. The bed was really comfortable and the bedding/pillows were delightful. We had no issues with the room size (another TA review mentioned 5th floor rooms are smaller - but the size of ours was fine). However, the ottoman at the bottom of the bed was totally unnecessary and in fact we had to move it out of the way as there just was not enough floor space between the bed end and the chest of drawers for 2 people to move freely from one side of the room to the other.
The airconditioning was a nightmare - we were either too hot or too cold - it was impossible to get a comfortable average temperature. The bathrooms were always nice at the St Regis and they have also had a revamp. I would say the design is great for one person but not for two. If one person gets up during the night to go to the loo, the night light in the bathroom is triggered and stays on for a while (good for the person getting up but it disturbs the other person sleeping). The glass door into the bathroom and the "shuttered" wall between the bath and bedroom meant that there was absolutely no soundproofing, so flushing the toilet or running water in the basin meant that every sound was heard in the bedroom.
Housekeeping was inconsistent. One day the maid did not come to clean our room until 4.15pm. For a hotel where many guests stay to go skiing - you do not want to come back to your room late afternoon and find it not made up. The hotel does not have any cards for guests to hang outside their doors requesting make up service when they leave their room in the morning.
Laundry left for collection was not picked up for 2 days.
There is no free wifi in the room but at least there is complimentary Wi-Fi in the lounge. I also liked that there are hot drinks available from very early in the morning in the lounge. Breakfast did not start until 7am and there were often many people keen to grab breakfast as soon as the doors opened. Service could be inconsistent at breakfast. Toasters not plugged in, buffet tables not fully stocked for guests at 7am. Only white bread (no brown/wheat bread) for toast. The young overseas staff are all delightful and friendly and keen to practice their English. They were all very personable but Aimeeh was particulary helpful and pleasant.
My main disappointment with this hotel is that there was absolutely no acknowledgment whatsoever that we had stayed there many times before and that we had chosen to stay there again rather than try one of the other Aspen hotels. On check-in, we got the standard "welcome to the st regis" - not "welcome back". Every time we have stayed we have paid full rack rate (ie not with loyalty points). The hotel was aware that this was our 7th or 8th visit. I had thought that when we checked into our room, there may be a note acknowledging that we were repeat guests - but no. The hotel always seems to be very busy so I guess if we hadn't booked to stay, our room would have been allocated to someone else. If the St Regis Aspen does not value loyalty from guests, then I feel our own loyalty in choosing to stay there has been misplaced. It is still a very nice hotel but i'm afraid it lost us this year.
- 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