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The St. Regis Aspen Resort
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Reviewed January 26, 2012

What a mess! When we arrived at 6pm, our room wasn't ready. We had our infant daughter with us and are Starwood Platinum members but we're also pretty easy going so accepted the front desk's offer of a drink/snacks in the lounge while we waited "a half hour" for our room. The clerk indicated he would come and get us but after an hour, no one came. My husband went to check on the room but the clerk was gone and the "manager" on duty indicated the room was still not ready. We went back to the lounge for about 30 more minutes to wait. While we were in the lounge/bar, we were surrounded by such local gems as two guys eating dinner in their bathrobes ( with nothing else) on and several extremely drunken skiiers still in soggy ski clothes. Very classy! When our room was finally ready for us, they put us on lower floor (I think we were in the basement or maybe the sewer). I'm not really sure. The hallways were unheated and the room itself looked like a 1980s Sheraton. The furniture was mismatched, scuffed and damaged, the room was only partially renovated, the bedding and drapes were old and in poor condition and there was no bath. The baby's crib and mini fridge for baby food (that we ordered at the time of our reservation and again at the front desk when we checked in) weren't in the room. We had to wait another hour for those to be set up. The "manager" who I believe was an acting manager was clearly overwhelmed, under trained and exceptionally unhelpful. He told us how the hotel was being renovated and that the other rooms were nicer when we indicated disappointment about the condition of the room. Of course, he didn't offer to put us in another room. He offered us a free weekend at the property. Seriously? I wouldn't come back to this place EVER! He also kept asking us what we wanted him to do to remedy the situation. I kept thinking "Ummm, Isn't it your job to figure out how to resolve this situation? I'm supposed to be on vacation!"

The service was extremely spotty as well. One night we received turn down service. The next night, they came after 9:30pm to do turn down service and the final night no one came at all. After two nights, one of which we had no hot water, we complained again and were moved to a different room...a renovated one. It was substantially nicer and located off of a hallway that was actually heated. The second room was very nice with amenities on par with what you would expect from a St. Regis but it made me really question Starwood's dedication to customer service. I don't think anyone who is used to staying at St. Regis' would be remotely satisfied to get the initial room that we received. I also think it's disheartening that they would allow a room in such terrible condition to be given out to anyone, especially people who are platinum members and stay at Starwood properties every month.

While we were there we saw that many of the guests were experiencing problems as well. Women were basically begging the servers to bring them their food in the lounge or at least a drink after waiting an hour. Another couple was complaining that the valet had lost their skis and boots. People in the elevator complained that they had no bar in the closet to hang their clothes and no toilet paper roll holders in their room. Maybe this location will improve at some point but it's definitely not the place to go for a relaxing luxury ski weekend.

  • Stayed: December 2011, travelled with family
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9  Thank BruinGirl21478
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed January 25, 2012

Just returned from a near perfect stay at this grand hotel. I found a great package deal with HOM Vacation and pretty much had them take care of everything including flight, ski lessons, etc. The hotel was just renovated and looked great, can't ask for a better location in town. I loved the daily routine of returning from the slopes to the hotel bar/lounge and relaxing by the fire. The suite we had was beautiful and had everything we needed for our 8 day stay. I highly recommend a restaurant in town called Pinons which was excellent, and definitely a place we would go back to. Only negative I can think of was there was quite allot of kids around on certain days which made it difficult to enjoy morning coffee downstairs.

  • Stayed: January 2012, travelled with family
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1  Thank WilliamHarrington
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
hotel1Aspen, General Manager at The St. Regis Aspen Resort, responded to this reviewResponded March 6, 2012

Dear Valued St. Regis Aspen Guest,

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 you enjoyed your stay and all the amenities we have to offer. Glad to hear you liked the renovations as well and enjoyed spending time in our lounge.

On behalf of the entire staff at The St. Regis Aspen, I hope that we may welcome you back again in the near future.

Kind regards,
S. Geray, General Manager

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Reviewed January 25, 2012

We stayed at the St. Regis last year for the first time and fell in love with it...After it was purchased by a capital investment firm (but still managed bu Starwood), they began renovations, that are almost complete. STUNNING new lobby and rooms. The service is just as stellar - but the rooms really hit the mark.

We're both savvy world travellers and usually have little time for North American hotel design and service, but the team at the St. Regis is a cut above. I've attached some photos of the renovated Superior Room and part of the lobby.

Room Tip: ask for a renovated room as the 'new wing' (rooms with fireplaces) have not been renovated yet -and aren't scheduled to be yet.
  • Stayed: January 2012, travelled as a couple
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Thank STRIPI1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed January 23, 2012

Just stayed for 5 days in January. Aspen is amazing and this hotel is perfectly located for restaurants ,shopping and transportation. We were lucky and booked a suite but were upgraded to a 2 BD residence. The residence had a great kitchen,all the hotel amenities including a private concierge and butler, maid service twice a day, 2 baths and a powder room and a nice full kitchen. There were 2 fireplaces with timers and a steam shower and 2 deep soak jacuzzis which were great apres ski. There was also a ton of closet space which is nice with bulky ski gear.There is free internet. The hotel has been nicely redone. Only one restaurant was open which we only went to for bkfst because you are near so many great places. The only issue we had during the stay was with phone ocmmunication. It was very difficult to get the dept one was trying to reach - sometimes no answer,sometimes multiple transfers, sometimes messages. Aspen is a very convenient city though so we did a lot of phone stuff on our own with the help of the computer. I would return in a heartbeat.

Room Tip: Make sure to get a fireplace.
  • Stayed: January 2012, travelled with family
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Thank tripindicular1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
hotel1Aspen, General Manager at The St. Regis Aspen Resort, responded to this reviewResponded February 14, 2012

Dear Valued St. Regis Aspen Guest,

We are so very pleased to hear that you thoroughly enjoyed your stay at The St. Regis Aspen Resort and that due to special circumstances you had an opportunity to experience the Residences.

Having said that, please accept our sincerest apologies for the challenges you had with regards to reaching departments by phone. This type of service meets neither our standards nor certainly your expectations. We realize it certainly can be frustrating and we are sorry to have put you through that.

We look forward to your return as well. Please let us know if we may assist you in any way.

Kind regards,
S. Geray, General Manager

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Reviewed January 23, 2012

Long story short, we gave St Regis another try. This time the rooms had been updated and it was so much nicer. Mainly the bathrooms were updated and they were lovely. We also really appreciated that the WIFI was free. The free shuttle to the airport was a nice touch as well. Before the customer service at the front door and front desk were below average. This time, the front desk acted much more like a 5 star hotel. The front door was better, but they need someone there all the time like the Little Nell. So to fellow travelers, this is no longer a bad hotel, but it is still not yet a world class destination hotel.

This part is suggestions for the hotel operators.
1. The glass divider in front of the side room's fireplace is a major hazard. Our 14 month old daughter was burned by how how hot it was. It looks really sleek, but must be replaced.
2. The new decor is sleek, sexy and rich. The only problem is you all did not fully committed to the renovations. Half the rugs are outdated and don't fit. Half the wood has not been grayed at it looks halfway done and outdated. This goes for the restaurant as well. You made some great changes, even thought the bar is in a weird spot, but you did not fully committed. The table cloths and the old chairs do not fit with the changes and need to be replaced.
3. The front desk and concierges desk and weird desk on the side all need signs. I understand it is not as pretty, but your guests don't know which is which.
4. Finally, if this hotel ever wants to be a truly special place, the courtyard must be 100% redone. Currently it is a concrete eyesore. It needs to be a lush magical spot, not the barren lifeless mess that it currently is. Same thing for the pool, its just very average. This hotel has a chance to be a special place, but it still has a long way to go.

  • Stayed: January 2012, travelled with family
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Thank CDUB212121
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
hotel1Aspen, General Manager at The St. Regis Aspen Resort, responded to this reviewResponded February 14, 2012

Dear Valued St. Regis Aspen Guest,

Thank you for your time in posting your comments and observations regarding your recent stay at The St. Regis Aspen Resort. We appreciate that you chose to give us another try and are pleased to hear that you found the renovations to be nice and the service at the front door and desk to be better than your last visit.

In response to your suggestions, you will be pleased to hear that just this last week the rugs you found to be outdated in the lobby area have been replaced. We do still have some finishing touches to be completed with regard to renovations in the public spaces. The Restaurant furniture, for instance, is slated to be replaced and landscaping will commence in the courtyard and around the pool area once the weather will permit it in the spring. We certainly will look into the issue of the fireplace in the library that you mentioned.

We hope that we may welcome you back again in the future so that you may enjoy the resort when all the renovations have been completed.

Kind regards,
S. Geray, General Manager

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