Not worth the frustration or money - The St. Regis Aspen Resort - Trade Reservations
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🤮 1/5 - Not worth the frustration or money
By 👻 @Neal, 03/15/2023 3:00 am
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Having visited a number of St Regis properties worldwide, I've come to expect a high standard from both the brand and the price tag. St Regis in Aspen is the worst of the St Regis properties I've visited, without question, primarily due to the poor communication between staff and guest, as well as management of non-residents visiting the lounge and restaurants (in the naïve belief that residents should have priority when there is a waitlist). The staff we encountered were friendly and courteous, but they were overwhelmed, seemingly short-staffed, and poorly trained. This began before check-in, when we replied repeatedly to emails from "butler service" requesting information ranging from airport pick-up to dinner reservations. No replies at all, and no reservations were made, let alone confirmed, leaving us with few options when we arrived. Which makes the Butler emails nothing more valuable than spam. Upon arrival, no help in making dinner reservations - we fended for ourselves (and found some outstanding restaurants in Aspen, even for walk-ins!). At breakfast, I asked whether breakfast was included, and was told yes. Then was presented with a bill by the same person who told me it was included. My wife, my 16-yr-old son, and I were given a tour of the spa and indoor pool, then when my son and I returned to use the pool, we were told no one under 18 allowed. When I asked why, they said they didn't know, and didn't have anyone on the property who could answer that. There was a waitlist every evening in the lobby lounge, where I was told residents were not prioritized among the non-residents coming in off the street. Not even allowed to approach the bar to order a drink to take back to the room or one of the sitting areas. We were told this was because they only had one bartender (on one of the busiest weekends of the year), and he didn't want too many people approaching the bar. Then I found out later that it was possible to be prioritized as a resident, contrary to what I was told previously. Many other similar experiences during our long-weekend stay. The property itself is well appointed but starting to show its age, and the walls are paper-thin. I could easily hear (and participate in, had I chosen) casual conversations in the room next door. This is a mediocre hotel, not a luxury resort, and if you are familiar with this brand's typical standard of quality and luxury, it is likely this property will not meet that expectation.
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