The St. Regis Aspen Resort

“Beautiful 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. Servi… more

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.

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