The Gant — Hotel in Aspen

Beware of devious practices! This place has the worst possible customer service in all of Aspen!!!!! While there, we had multiple issues. They are also extremely unethical.

When we first arrived, we found a sink full of white chunky material that had filled half of the sink! It included chunks of old food and and standing water. We also saw a note from the cleaning crew that you room had been cleaned. I found this very hard to believe that you room was cleaned with all of the standing water, chunky material and pungent smell in the unit. The odor was horrific. They sent someone to fix the sink backup no but the smell continued. They said they would give us a gift card to Clark's, but did not bring it to us. We had to track them down. When we did , they said they didn't have anymore Clark's Oyster bar gift cards but had an Amex.

My 3 year old daughter was injured while in one of their condos. She slipped and hit her face hard on the coffee table. She had a dental emergency. This caused one of her teeth to get moved back in her mouth. We consulted a local dentist and were told it was best to see her pediatric dentist at home. We contacted the Gant staff and asked if we would get a refund, if we had to leave early. We said we may need to leave for a medical emergency. They said we would not get any of our money returned to us , if we left. They said the room would go unoccupied until our reservation was over.

A day later we received an email asking about our stay. We were confused because we did not check out. They took it upon themselves to check us out. We did not say we were leaving, nor did we say we weren't coming back, if we had to leave. They did not give us a refund at all , although they checked us out and prepped the condo to rent to someone else. This is a legal issue in terms of occupancy laws and collecting double the rent for the same property. We did not check out and we have paid for the condo for 5 more days. Yet, they have cleaned the room and have it prepped to book to someone else. ( and collect money from two different parties)

When I called about this, the girl said she knows she left. I asked her how she came to this conclusion, she said a manager said she checked the room and didn't see our luggage. I asked what this has to do with anything. We have rented this condo and have paid for it. You can't check us out of a room that we have paid for until the 7th.

Another reservation manager, Kathy, called us back and said the room goes back into the pool to be rented to someone else. They will not give us a refund , yet they are going to collect money from someone else. Legally they are not able to do this. They said they didn't see our luggage , so they can check us out ! This is preposterous. She said they checked us out of the condo for liability reasons. She claimed if no one is in the unit for the night, the unit is at risk for liability issues. This is insane. They were caught trying to collect money from two different tenants and now they don't know what to say!!!! We told them it's a legal issue and suddenly Kathy said she is no longer a manager. She was a manager when she called a few days ago and she was a manager at the beginning of the call. Suddenly, she has lost her...

We visit Aspen 2-3 times per year and typically stay at The Little Nell, St. Regis, Limelight or Hotel Jerome. This time, we chose The Gant while traveling with another couple. It has great reviews online so we expected it be a great stay. Unfortunately, we were so disappointed that we checked out after just one night and moved to another hotel.

Despite being advertised as a 4-star hotel, The Gant lacks basic amenities and service. Our three bedroom suite was not properly stocked—we ran out of toilet paper night one and there was no coffee among other things. Basic essentials like these should be readily available at a hotel of this caliber. The final decision to leave happened when our companions called the front desk to request water and they were told to order it themselves through Instacart.

If we were renting a house, we would expect to supply our own essentials, and we did visit the grocery store before arriving. However, we did not anticipate needing to buy our own toilet paper and water at a supposedly 4 star full-service hotel.

Before leaving, we spoke with the manager, who took our information, yet four days later, we still have not been contacted so we had to reach back out to them to get any feedback. At a minimum, we believe a refund should be issued for the nights we did not stay. The lack of follow-up only adds to our disappointment.

As a business owner of 23 years, I find this extremely disappointing. I would never keep a client’s money if they were so dissatisfied with my product or service. After paying The Gant over $8,800 for our stay and leaving after just one night, management has now offered us only $500.

The lack of basic hospitality, proper accommodations, and follow-up from management makes it clear that we will not be returning.

As a side note, management at Limelight Aspen found out about our situation and generously offered us a 15% discount on one of their two-bedroom suites. (We didn't ask for this discount, we were approached by management because one of the staff overheard us talking over breakfast). If you’re deciding between The Gant and Limelight in Aspen, I highly recommend Limelight. They were professional, accommodating, and provided all the amenities a true 4-star hotel should—and more.

Update 2/17/2025 – After our unfortunate experience at The Gant, where they chose to compromise the integrity of their business over $8,800, despite us only occupying the room for one of the four nights, I did some research and found several other reviews of this property. It seems that it’s not uncommon for The Gant to keep patrons’ money, even when it wasn’t earned. I strongly recommend reading the 1-star reviews before making a decision. While many have had positive experiences at this property, ours was not one of them. Just be aware that if something goes wrong, they may prioritize keeping your money over maintaining the integrity of their business....

The Gant is quiet, comfortable, convenient, and scenic. After staying here over 30 years ago, we wondered if it would feel outdated. It did not. Everything felt updated and most comfortable. Perhaps being a 50-year-old property is why it feels so spacious.||We did reserve a Premier unit so that everything would be as nice as possible. The artwork was a little too contemporary for our taste, but the condo was otherwise just great. At check-in, we were informed that we had been upgraded from a 1-bedroom to a 2-bedroom, and that we would have a beautiful view of the back pool. Being in Building F, our view was not of the pool but of some bushes, but that was still nice. The back pool was serene but the pool tile is really dark so it looked strange to us. There's also a very nice BBQ area behind the pool for gatherings with really nice furnishings. Hardly anyone was out near the pool area, so it was peaceful.||A negative was the placement of the master suite in the unit, adjacent to the walkway and entrance to the unit. The view from the master suite was to the walkway next to the front door, so the blinds had to be kept closed for privacy. Also, when people were walking by in the early mornings, it could be heard from the master suite. The other room had two twin beds but a nicer view and quieter location.||The technology was a little challenging too, with the air conditioning units each having a strange remote, and the light switches programmed to let you turn all lights in the unit off at the same time, which we sometimes did accidentally. It was hard to figure out what to turn on and off, and how. May have been a bit too advanced for our comfort.||Kitchen was well stocked, even with coffee. There is a good grocery store within walking distance. Having a washer and dryer in the unit was wonderful! We did not expect housekeeping service on the second day, and were surprised to return after hiking to find that the housekeeper had loaded and run our dishwasher and fully serviced the unit. When we thanked her the next day, her attitude was "You're on vacation - I'm here to take care of you!"||The grounds are amazing! Landscaping is so beautiful and well maintained. Plus, you have a view of Aspen Mountain from The Gant and can even walk to the ski area and to/from the transportation center.||It is sad that woodburning fireplaces are not allowed anymore there, and I guess they're working on converting them to gas. ||Thankful we got to visit again and that it was...