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1320 reviews
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Nov 02, 2024As everyone else says, the service is systemically problematic
I reached out to the hotel with a query in advance but didn't hear back even with follow up and ended up escalating to my Marriott Ambassador to prompt an answer. The hard product is pretty nice and there are a few special touches which are especially appreciated in light of the hotel not charging a resort fee, however management should be accountable for the lack of training and quality control over the service levels. Upon check in I met with a gentleman who had very poor spoken English and the language barrier was substantial. I say this as someone who has lived in multiple countries with English as a second language and been an English tutor for years. The additional time spent trying to clearly enunciate was unlike anything I've seen over my extensive international travel. The St Regis butler service is known for two major things, packing/unpacking luggage and serving hot beverages. It was fortunate I didn't have need for the first service as that was never offered to me. The two times I called for hot beverages they wanted to charge me room service for them and had no idea that this was a butler offering. The butlers were also ill informed about the hours of afternoon tea as well as the need to reserve at least a day in advance to set expectations. They were however endlessly trying hard and it was clear that where their service fell short, it was not to do with their work ethic, but simply because they've not been adequately trained. The suite I had had stained sheets and a bathroom tv remote that didn't work. The elite breakfast used to cover the cost of two continental breakfasts excluding tax and tip. With the raised prices at breakfast, you can't even get the price of two continental breakfasts per room. When you spend $23k+ and 100 nights at a hotel chain to maintain Ambassador status and they can't even extend their own promised included continental breakfast, I'd be curious to understand how they expect guests to stay loyal. The spa was a continued theme of service disappointment. The spa is newly renovated and prices are steep. I was looking forward to taking advantage of the facilities and making a day of it to try to get bang for my buck. At dinner, the night before my treatment, I was called by the spa to be advised that there was no water at the spa and while my treatment could go ahead, the facilities would be unavailable. I expressed my disappointment and was offered a chance to re-book but as I was only there for one more day, that was the only opportunity. So I made new plans for the day. Lo and behold when I checked in shortly before my spa treatment was due to start, it transpired that the facilities were working well and despite knowing I wanted to make use of them, they did not call me to advise they got them working again. This left a really bad taste in my mouth. The hotel did not consider it warranted to contact me about the disappointments when I outlined them in the hotel survey so it's clear that management doesn't care about the state of affairs of this property - which is also evident by the fact these service issues go way back in the reviews for an extended period of time and they sound exactly like my experience, so my review acknowledges that this review will not help them improve but rather I hope it enables upcoming guests to make an informed decision about the property and whether depending on their priorities in a stay, the advantages outweigh the downsides.
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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.