The St. Regis Aspen Resort

So far, this stay has not met our expectations of The St. Regis Aspen... 1/19/2024 — Friday • This is my 27th time here, though not every time to this hotel. Typical stay is five or six nights, usually six, so we do consider ourselves regulars. • Although we checked in at almost 3 AM on our first night, they were very clear that if we didn't show up they were going to charge our credit card about $1700 PLUS TAX for one night of missed stay, so we did something kind of stupid, which was to rent a car and drive over Vail Pass, the Eisenhower Tunnel, and Glenwood Canyon — which was treacherous and stressful, and took just under seven hours from Denver international airport. • And of course, you-know-who had to listen to a barrage of comments about my bad judgment. • In the end though, I was complimented with doing a safe and competent drive, although my body is stiff and I don't feel great. • That first night (1/17/24), even though the thermostat was set at 71°, heat just kept pumping out and it was 81°F in our room, very uncomfortable, so we asked for some repair...maintenance guys spent a couple of hours in our room with us yesterday and this morning when we got up it was 53°F in here and so cold that I had to turn on the shower and the bathtub hot water just to get a little heat into the room which promptly steamed up everything as one might imagine. Basically we went from heat that doesn't shut off to air-conditioning that doesn't shut off. • There also was an incessant chirping coming through the wall from the next room, 515, and it apparently was a smoke detector but constant chirping and not just every minute or so like happens at home when a battery is dead. • Our other complaint revolves around the newly imagined spa, because we are used to spending about 20 minutes just going into the Jacuzzi for 10 minutes and into the sauna for 10 minutes as a complimentary benefit, given our titanium elite status with Bonvoy and our previous Platinum status with Starwood. And we only do that maybe three of the six nights we stay. However, they will not accommodate our request and instead want to charge us $90 each to sit in a Jacuzzi for 10 minutes. And, there is a 22% mandatory gratuity on top of that. This is not well run! I think a lot of the problem is that they consider that a "day-pass", and 20 minutes does not constitute a day. • Also, the Saint Regis BUTLER at the airport needs to be empowered to herself go check the storage areas with the airlines, since there's no point in standing in line with a zillion other people to file a baggage complaint when the suitcase is right there behind a closed door. • Finally, one of the elevators is out and they have been working on it and were not able to fix it yesterday and people are definitely complaining. • On the flipside, prior to arrival we had multiple messages from the concierge and also to advise us about Butler service, and it seems to me that they've done a really good job of drumming up

First, the positives. The property is beautiful and in a great location. The rooms are recently redone. The gym is well equipped. The food is very good, especially the breakfast buffet. Now the bad. We checked into a suite that was located immediately above a club called the Snow Globe (imagine bumping club music directly under your window for hours on end). I visited the front desk and asked to switch, even showing a video from my phone with the loud music. The manager - Ross - first asked me if I wanted access to the club (I'm 47 with three children). I literally laughed in his face, then said I wanted to be as far away as possible. He graciously agreed to move us. The next day, the butlers moved our room while we were skiing. They seemed to do a good job, but we noticed two blankets were missing - a large bed blanket and a baby blanket (beloved to one of my children), both from home. For the next 5 days of our stay, we visited the front desk 2-3 times daily asking about the status of the missing blankets. I gave my phone number probably 9-10 times. ABSOLUTE SILENCE and IGNORING of the status. NO ONE EVER CALLED BACK. I had Ross's mobile number and he stopped responding altogether the first day. I really don't care if they had just said they lost it the first day - but we could never even get a response or acknowledgement. The large blanket showed up the third day and we asked again to look in the same place for the baby blanket - no one took initiative until Mark checked with the butlers the last day of our stay. TO THIS DAY, we have no answer on the baby blanket - is it missing? is it found? Our stay exceeded $20,000...whether it was $2,000 or $20,000, good service would include providing a simple answer. The general manager, Olivier, was kind and polite when contacted on the last day, but provided no answers or solutions. Extremely, extremely disappointing.

First I’d like to say we have been coming to the St. Regis Aspen as members of the residence club for about 20 years. In the past few years, it has gone from a luxurious, upscale experience perfect for families wanting a perfect ski holiday. It used to be a place that catered to small children and families. Now with the addition of the Snow Lodge, it only caters to the insufferable self indulgent influencer type. No longer are we roasting marshmallows in the courtyard with our kids for apres; we are now having to navigate through a throng of obnoxious, drunk and self important individuals to even access our room in the residence club. The hosts and snow lodge security accost anyone walking by as if they don’t have the right to be there. So then once you have shown your credentials to security and run the gauntlet of drunk influencer wannabes with daddy’s money, you get to your room where you should have a reasonable expectation of peace, you are still being assaulted by this god awful club. With our windows closed but overlooking the party in the courtyard, it’s as loud as if we are actually outside in the thick of it. There’s no escaping the thudding EDM bass. This typically runs 3:00-8:00pm. And you know what? Honestly we love a good party! If this were a once a week occurrence we could live with it. But it’s frequently three to four times per week. And then after the big party, they move everyone to the other outdoor tent which you can STILL hear in your room on the fifth floor. It’s ridiculous. Want to just grab a drink at the bar for apres? Also forget that. It’s PACKED with non-hotel guests, spillover from the snow lodge disaster. It’s really just turned into something completely different from what the St. Regis properties around the world are known for. Now it’s closer to just an overpriced W hotel. Maybe one day the management will put their own well-paying guests over getting hashtag’s in some dingdong’s insta post.

Beautiful resort with the best snow mountain views and neighborhood! We had a room upgrade to a cozy suite! The servers at Velvet Buck, Orly, Trina and Jellea are the best! Very attentive to our needs plus the breakfast menu is delicious & delectable! Leslie, one of the hotel’s hostesses was very courteous and attentive to our needs too! Best staff all around me and my family would go back in the summer!