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1320 reviews
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Jan 03, 2025Five Stars But Not Perfect
Five Stars but not perfect. I stayed in a “residence” suite for one night during Christmas 2024. The room incredibly comfortable compared to the condo I had been renting—impeccably clean, and I fell asleep easily beneath the delicious pressed sheets with tons of pillows…the rooms included a dining room, small living/tv room kitchen, master bedroom and a smaller bedroom…a generous master bath with steam shower and big tub…the wall between the tub and master opened up easily so i could speak with my spouse during a long-hot bath which was very nice…unfortunately they stocked the bath with very few towels. The phone in the master bedroom did not work. I found the menu for the climate control impossible to navigate, guest-services was overwhelmed with requests over the busy holiday. And they were unable to find me a fan. One odd thing is that the hotel is built into the mountainside, so although i took an elevator to the third floor, my room was still on ground level. The bedroom windows are actually doors—which is cool because you can enter and exit the hotel without entering the lobby but might be odd for some to open a window and have passers-by on the street staring into your bedroom (this was not much different than the condo i had been staying at). Anyway, it was nice to have a door instead of a window because it allowed for much more air flow. The room service menu was somewhat limited but pretty great by Colorado standards though not as fresh and deliscious as you would expect in NY…
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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, 2024
Bespoke 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.