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1320 reviews
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Dec 11, 2024Great stay, bad ending with unexpected charges
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!
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Oct 17, 2024
A Very Frustrating Experience
Lack of attention and one problem after another after both completely refined the experience. We have been to The St Regis on more than one occasion and this experience made sure it will be the last. Room problems: AC didn’t work in the bedroom, went to the front desk to request that maintenance fix it to cool the room off as we like it cold at night when we sleep. With two people at the front desk, they got it wrong and told maintenance we were cold and needed heat?? While at dinner, maintenance cranked up he heat so it was 79 in the room when we returned from dinner and ready to go to bed. Went to front desk to ask maintenance to come up, and he said his instruction was to make sure the heat was working. AC was never fixed and never got below 71 in the room. At that point we gave up. Sconce lights above the bed wouldn’t turn off all the way and were like strobe lights all night, so we had to put towels over them so we could sleep. Other lighting was hit or miss. Other problems: biggest annoyance was we had a spa charge for $384 that wasn’t ours. Went to front desk to remove it. They did, gave me an updated folio, but then a couple of hours later the charge magically reappeared on the bill. Called back to the hotel (we had checked out by then), and had to ask them to remove it again. The person we spoke to had broken English, couldn’t understand me and I couldn’t understand her. At breakfast before we left my wife ordered an omelette with spinach, mushroom and tomatoes. She got mushroom and hot peppers. The positive: Michael in the lobby bar was great, and the gentleman in the coffee stand area in the morning was wonderful. Nice looking hotel, but service has gone down hill since our visit 2 years ago. Other annoyances, no bottled waters, but they give you a reusable water container with water in it. No tamper proof seal, so who knows if it was reused. What St. Regis cheats out on bottled water? Maybe a new owner. There is a language barrier with 95% of the employees. There are other options in Aspen I encourage you to look at.
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Oct 13, 2024Bespoke service
I had an exceptional experience. Aaryan, a young man from India, gave me the best, genuine, bespoke service. At the smores station outside, he invited me over to enjoy the experience, shared his culture with me and made me feel like family, not just a valued guest...he went above and beyond.
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Oct 02, 2024Off Season Travelers Beware
Received an extremely impersonal email from the hotel saying that our November 2024 reservation would be cancelled due to the hotel being closed for "maintenance" during our dates of stay. This stay was part of a longer vacation we had been planning for several months. Offered no additional compensation and barely an apology for this extreme inconvenience, other than to re-book at an inferior property at the suspiciously inflated rates. I would never consider staying at this property ever again simply based on how this was handled.
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Sep 18, 2024Beautiful property with lackluster service
We were corporate guests for a conference. This property is beautiful and is in a great location in the heart of Aspen. The beds and pillows were dreamy, and the banquet food was excellent. However, the property appears to be plagued by the all too common "employee", or lack thereof, problem. Service was non-existent. The front desk staff was pleasant, but the hotel struggled to provide standard service levels from the very beginning by missing the "guaranteed 4pm checkin". To be fair, the staff offered to buy us a meal for the inconvenience of using an alternate room to get ready for the first night's events; our schedule did not provide the opportunity to take them up on it, but we appreciated the offer. They also offered to let us downgrade and stay in the alternate room; we were not interested. Unfortunately, the service did not get better. The hotel apparently ran out of regular coffee pods for the in-room machines for several days during our stay, so we attempted to order a pot from room service each morning. Twice it came cold, once it took a long time to arrive, and one time it never arrived. The service in the onsite breakfast restaurant, The Velvet Buck, was even worse. The last day our server did not come by the table except for the times we went to refill our own drinks, which we did twice after waiting an exorbitant amount of time. There were plenty of staff on this particular day; they were engaged in conversation amongst themselves and seemed horrified at our attempts to get our own refills and insisting that they would take care of it. Mind you, this happened twice. When we did speak to employees in person they were always pleasant and attempted to be helpful, but the overall lack of service was surprising and disappointing for such a highly rated property. The last day there was what sounded like a little dog barking constantly in a nearby room. We love staying in beautiful properties, but this experience really made us appreciate the difference good service makes.