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“Shocked at the poor experience”

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The St. Regis Aspen Resort
Ranked #6 of 34 Hotels in Aspen
Certificate of Excellence
South Detroit
2 reviews
“Shocked at the poor experience”
Reviewed 19 February 2010

We have stayed at a number of St. Regis properties throughout the United States without any really poor experiences. The streak was broken over New Year's at the Aspen St. Regis. It started with a fixed price New Year's eve dinner that was presented in such a disorganized and unprofessional manner that it could have been mistaken for a Denny's. Poor food, terrible service, with no ambience at an exceptionally high price is difficult to accomplish but the Aspen St. Regis pulled it off this past New Year's eve.
Unfortunately, New Year's eve was not an isolated experience. It was not uncommon to wait up to 45 minutes in the bar before being served. Often it was necessary to get out of your seat and go to the bar where the staff reacted as though they were being bothered by your presence and, in many instances, continued to do their best to ignore you. Other experiences included ordering the hotel's signature cocktail, waiting 20 minutes for someone to bring it, being told that the delay resulted from them not having all the ingredients but that they did their best with what they had and that it was similar to what I requested, then having them charge full price for drink that I didn't order. More minor complaints included inaccurate room service orders and having our room missed for turn down services. On the positive side, the concierge service was quite good.
The Aspen St. Regis is a beautiful facility with a high degree of surface level ambience. These positive traits fade quickly when one begins to experience some the poorest service imaginable at a so-called luxury hotel. Avoid this place if any of the many other Aspen options are available.

  • Stayed January 2010, travelled as a couple
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Helpful?
Thank EverywhereSoon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Rating summary
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Dallas
Level 1 Contributor
3 reviews
Reviewed 18 February 2010

As a frequent business traveler, I'm not easily impressed. I was delightfully surprised by the warmth of this grand resort hotel in Aspen. I've heard all my life about how snobbish the folks of Aspen are, and they could not have been more wrong. We were welcomed at the front desk with such gracious hospitality that even my teenage daughter noticed! Everyone from housekeeping to the bell staff to the spa attendants (and what a spa it is!) seemed to go out of their way to make us feel at home. We loved the homey, lodgey feeling on the lobby in the evening after a day of skiing, with the fireplace and live music. Very nice family atmosphere, but luxurious all the same! How DO you do that, St. Regis?! We'll def be back.

Oh, and one of our favorite memories was watching the yellow lab running by on his morning walk, who popped in to visit the valet guys who were ready with a doggie treat, then run on along his way. The staff here seemed to have a warm greeting for everyone - even the 4-legged guests!

Downside: It IS expensive during high season. But everything else here is too. So you might as well get what you pay for.

~ Jill

  • Stayed February 2010, travelled with family
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Helpful?
Thank Jill109
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
STRASPEN, Executive Assistant to General Manager at The St. Regis Aspen Resort, responded to this review, 9 April 2010
Thank you very much for taking the time to post your comments regarding your recent stay at the St. Regis Aspen Resort. I am very pleased to hear that you enjoyed your stay immensely and were very impressed with every aspect of your stay. It sounds like your daughter enjoyed it as well. We certainly appreciate your business and that you chose the St. Regis Aspen for your stay. We hope that we may welcome you back in the near future as it would be our pleasure to have you here again. And perhaps you’ll get a chance to see the yellow lab once more on his morning walk! Kind regards, S. Geray, General Manager.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
mexico
1 review
Reviewed 18 February 2010

Dear sirs,

I am quiet disapointed in the quality of service of the resorts residence. The service was poor and the staff not very friendly. For a 5 star residence it pretends to be. For the three days I've stayed so far of the week vacation; no turn down service in the evening!!! We made reservations at the spa wich where not kept. Would you say this is a 5 star hotel and residence quality service hotel!
Pretencious and non performing.
Sincerely
Alex Davidoff

  • Stayed February 2010, travelled with family
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Helpful?
Thank aldaba
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
STRASPEN, Executive Assistant to General Manager at The St. Regis Aspen Resort, responded to this review, 9 April 2010
Thank you for your comments regarding your recent stay at the St. Regis Aspen Residence Club. We appreciate your taking the time to post your comments as they are of utmost value to us in order to assist us in maintaining and improving our service standards. On behalf of the entire staff at the St. Regis Aspen, I would like to apologize for the inconveniences and service challenges you experienced during your stay. I understand that the spa was not able to keep your appointments due to a staffing issue, but that they were able to reschedule you at a later time. You mentioned when you wrote your comments that you were three days into a week vacation. I’m sorry that your vacation got off to a very disappointing start, but I sincerely hope that once the issues you spoke about were dealt with, the remainder of your stay went smoothly. I certainly hope that we may welcome you back to the St. Regis Aspen where you have our commitment for a more enjoyable stay. Sincerely, S. Geray, General Manager.
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Sydney, AU
1 review
Reviewed 13 February 2010

Our stay was made even better as a result of the kindness and attentive nature of Silvia Unterkreuter and her team. We stayed at the hotel for 12 nights and all staff treated us very well getting to know me and my family and making us feel very much at home. The service was exceptional any thing we wanted the staff helped us with and the complimentary car service was efficient and avialable throughtout the stay.

Our room was terrific and worked great for our family. Thank you to Silvia and her team. Room service was very polite and did a great job.

  • Stayed January 2010, travelled with family
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Helpful?
Thank Richie2060
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
STRASPEN, Executive Assistant to General Manager at The St. Regis Aspen Resort, responded to this review, 9 April 2010
Thank you for taking the time to post your comments regarding your recent stay at the St. Regis Aspen Resort. We are very pleased to hear that our staff treated you and your family very well and made you all feel right at home. We would also like to thank you for letting us know how very helpful and kind our reservations manager was in assisting you with your stay. It’s always nice to hear about the wonderful service our staff provides to our guests. We certainly hope to see you back here again real soon. Kind regards, S. Swan, Executive Assistant.
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London
Level 5 Contributor
70 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 30 helpful votes
Reviewed 10 February 2010

We have just returned from a 10 day stay at the St. Regis in Aspen and had a fabulous time. The hotel is everything you would expect and more. The Lobby bar with its huge fire is a very comfortable place to relax with a beer after a day on the slopes. The room was a good size and the bed was extremely comfortable. The hotel has outdoor jacuzzi's which were great to relax in although the walk to them leaves you slightly chilly. The staff were extremely friendly and did everything to make our stay as enjoyable as possible, the concierge desk were especially helpful. We didn't eat dinner in the hotel restaurant as there are so many places to choose from close by however we did eat breakfast there twice and the choice and standard of food was excellent. We also had room service one evening and it was less expensive than we expected and of a very high standard.
The St. Regis was a fabulous hotel and one I would definitely recommend.

  • Stayed January 2010, travelled as a couple
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Helpful?
1 Thank kakaboom
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CO
Level 3 Contributor
16 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 1 February 2010

We went there to see XGames 14. This hotel is GREAT! From the moment you come in the bellman are extremely welcoming. They wait for you to do the check-in and then they go with you to the room and explain how everything works. The room was beautiful, the bed was super comfortable. The desk was huge and they even have a printer/fax/scanner just in case you needed it. My daughter loved the chocolate. The bathroom amenities from the spa were great! The concierge was very accommodating with dinner reservations. The après ski atmosphere at the lobby was great! They had transportation to and from the XGames which was awesome and the valet took us to dinner and picked us up. They gym has state of the art equipment. Definitely would recommend it to anyone!

  • Stayed January 2010, travelled with family
    • Value
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Helpful?
1 Thank Elirod
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
New York, NY
2 reviews
Reviewed 30 January 2010

The hotel is pristine, modern, immaculate, yet has the charm of a ski chalet and a small boutique feel. The staff is warm, welcoming and they never give the answer "no." The hot chocolate waiting for us after a day of skiing is something we looked forward too daily. The rooms are large and the bathroom is luxurious, there are two sinks in the bathroom. The hot tubs are are a perfect way to top off a ski day. We look forward to returning in the summer and enjoying the pool. Location, location, location is perfect! Walking distance to shopping and dining, yet if you prefer to be taken in the courtesy car the hotel provides, you have that option as well.

  • Stayed January 2010, travelled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank bonappetitbonvoyage
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about The St. Regis Aspen Resort

Property: The St. Regis Aspen Resort
Address: 315 E Dean St, Aspen, CO 81611-1807
Phone Number:
Region: United States > Colorado > Aspen
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Kitchenette Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#3 Spa Hotel in Aspen
#4 Business Hotel in Aspen
#6 Family Hotel in Aspen
#6 Luxury Hotel in Aspen
#6 Romantic Hotel in Aspen
Price Range (Based on Average Rates): ££££
Hotel Class:4 star — The St. Regis Aspen Resort 4*
Number of rooms: 179
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

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