The St. Regis Aspen Resort — Hotel in Aspen

First of all, the positives - the rooms themselves are nicely appointed with numerous amenities and are very comfortable. Having access to hotel cars that take you around town on demand with very friendly drivers was really great as well.||||If you're a dog person, you're going to love this hotel. If you're not, or if you're allergic to dogs, or if your three-year old son is terrified of them if they are bigger than he is, or if you'd just prefer a more sophisticated vacation without having to dodge dogs in the lobby, the hallways, the restaurant, the pool, the elevator, and the front entrance, then it's going to be a very long vacation. We were appalled at the size of the dogs allowed in this "4-star" property. At breakfast our last morning, there were EIGHTEEN dogs in the restaurant. That's crazy. CRAZY. Some of the animals were bigger than the breakfast tables themselves. One family had two of these large dogs, and when one of them got off their leash and started running around the restaurant, it set off a barking frenzy with the other dogs. ||||We stayed here two nights. My wife is allergic to dogs. She spent both nights in the room sneezing because we usually rode on the elevator with at least one dog. It took some coaxing of our three-year old to leave the hotel each time because he was afraid of dogs that might hurt him. Then on our last trip out of the hotel there were dog feces in the elevator. Fortunately we were able to avoid that - I hope other guests were able to as well. I did not tell the front desk about it, because it was the final straw and time for us to leave for good. I get that some people need comfort animals for their well-being. But this is a different situation at the St Regis Aspen and it is out of control.||||The hotel has other problems as well. Communication with the property in advance of the stay is poor. They sent us an email a few weeks before the stay asking for specific requests, and I asked for the possibility of an upgrade as a Platinum member. They wrote back and said that could only be done at check-in based on availabilty. I get that. So after I checked-in online, I emailed a second time but didn't receive an answer back, so I called the hotel directly. The lady answering the phone in the evenings is very difficult to understand, and I don't think she ever understood what I was asking for. When we arrived to the hotel and were still assigned the same room we reserved, I asked the guy at the front desk for an upgrade, he did it immediately and acted like it was a totally simple thing. Language is often a barrier with many employees, as they can be more difficult to understand than at other St. Regis hotels.||||The doors leading out to the balcony of our room were swung wide open when we arrived. When we tried to shut and lock the doors it didn't work. We called maintenance to have them fixed for security. When we came back that evening we were told they were fixed, but they immediately swung open again on their own. As a security issue, that was a big deal and not properly resolved. Fortunately, nothing was taken out of our room.||||We wanted to use the humidfier in the closet, but it had pink mold in it. When we requested an iron and ironing board, the iron leaked water all over our clothes. ||||Almost as disappointing as the animal situation is the hotel's 30-day cancellation policy. This is inordinately punitive and draconian. They do tell you the 30-day policy when you book, but what they don't tell you if you're using points is that if you cancel within 30 days you have to pay a penalty of $2880, even though the points you used to book the room were only worth $1150 (at .07 cents a point). This is not explained to you until you receive the welcome letter a few weeks before arrival, after it's too late to do anything about it. Then they try to sell you a travel insurance policy as a fix, but the insurance only pays out $500 if you have to cancel, still leaving you with a balance due of $2380 if you have an unexpected emergency 29 days before arrival. This is disgusting, and it indicates ill-will from hotel management. If the manager is monitoring this site, they will probably reply that their cancellation policy comes from Marriott Bonvoy. Bonvoy ALLOWS hotels to have a policy of charging points customers the rack rate if they cancel, but they do not REQUIRE hotels to do it. Individual Bonvoy properties set and decide how to communicate their own cancellation policies.||||When we checked out the desk clerk asked how our stay was and I told her this was the most disappointing St Regis we've ever stayed in. She asked what happened, seemed genuinely interested, then said a manager would be in touch with us very soon. We haven't heard a peep.||||If you have to travel with your large dogs and can afford it and know for sure that you won't have a family emergency in the next 30 days, then you might enjoy staying here. But by accepting animals of any size and quantity in public areas, management has made a decision that they do not care about those who prefer a more sophisticated experience without having to share meals and common areas in the presence of...

The Good: When we arrived at the airport, we got our bags and went outside and perfect timing, the St. Regis shuttle arrived to pick us up. The driver greeted us and helped us with our bags. As we arrived to the hotel, the front desk greeted us and was able to provide us with an early check-in. They put us in a newly renovated room on the second floor which was fine for five nights. The newly decorated rooms were nice and similar to the other St. Regis hotel rooms that we stayed in before. This was going to be our home away from home for six days and five nights. Since this was our first visit to Aspen, we had asked the Concierge, prior to our arrival, to assist us in exploring the culinary culture for each evening. The Concierge contacted me and went over in detail the various restaurants that they had recommended and as we agreed on the various restaurants, they made reservations for us and provided me with a itinerary via e-mail. In addition, they were able to secure ski passes for the days that we wanted to ski and have it ready when we arrived.

The Bad: We went skiing the next day and when we returned, our room was not made. We called the front desk to have our room made and we went to dinner that evening and then our room was made. Unfortunately, we had to call the front desk three out of six days to have our room made and one of those days we asked them in the morning before we went skiing and the front desk said that they will call to have it done right away. When we returned, we noticed the sign on the door stating that our room was being serviced. We were gone skiing for approximately five hours and they still manage to not clean our room.

The Ugly: What was really nice is that the Hotel provides complimentary car service to any destination within the town. Since we had dinner reservations to four different restaurants during our stay, we utilized this service because that week it was getting really cold in the evenings and we didn’t want to walk during those conditions. On one evening, we were finished with dinner, so we called the Hotel to have them pick us up. We waited for about 15-20 minutes and finally they arrived to pick us up. The driver said that depending on how busy they are, it was best to call prior to finishing dinner so they can pick you up without waiting too long. So, one evening, prior to finishing dinner, we called the Hotel to have them pick us up. They said that they will be here within a couple minutes. Approximately, 20 minutes have passed and there was no car. I called the Hotel again and they said that they were short staffed and had to take someone to the airport and was running late. We waited for another 20 minutes and still no car. So, I called again and the Hotel said that they would get someone to pick us up immediately. At this point, we could’ve walked back to the hotel and made it back before all this time was wasted. Once again, we waited for 20 minutes and still no car! I called the Hotel back again and this was a different person who answered and apologized that the other person “dropped the ball” and forgot about us. How can they forget about us if we called three times prior? Finally, about five minutes later, the car came and picked us up. At this point, we were very angry and so disappointed in this supposedly high class establishment in the way they handled this situation. I talked to the front desk and told the staff about the terrible ordeal we had to go through and he apologized and asked if they can do anything for us. I asked my wife and she said that it would be nice since it’s Christmas weekend to have a bottle of champagne. The front desk staff said that they would have a bottle of champagne to the room the next day and would be ready when we returned from skiing. When we returned, there was no champagne in the room. We went downstairs and talked to the person we dealt with the evening prior and told him that we never received our champagne. He was surprised and apologized once again and said that he will have it brought up asap. We went to dinner and when we returned, they had a small bottle of champagne waiting for us. When we first made our reservations to come to Aspen, we were very excited to see a lot of snow, experience a “White Christmas”, ski at the best resorts, and stay at a luxury resort providing excellent customer service. Since snow conditions were very dismal this time of year, we would’ve hoped that our Christmas vacation would be salvaged by the Hotel’s service and amenities, but surely that wasn’t the case and we left Aspen with a very bad taste...

Where do I even begin? From the moment I stepped foot into the St. Regis Aspen, it was as though the world had shifted, and I was wrapped in a cocoon of warmth, elegance, and extraordinary service. The property itself is stunning—grandeur infused with a sense of serenity—but what truly sets this hotel apart, what truly made this experience unforgettable, is the staff.||I’ve stayed in countless Marriott properties, from JW Marriotts to Ritz-Carltons, and while I’ve always appreciated the luxury and comfort these brands provide, nothing could have prepared me for the magic of the St. Regis Aspen team. While every staff member deserves applause, there were two incredible individuals who completely stole the show and redefined hospitality for me: Janiesha and Lacey-Ann.||The moment I approached the front desk, I was greeted by the most radiant smiles I have ever encountered. It wasn’t just their beauty—though their smiles were dazzling—it was the energy. There was this magnetic, kinetic spark in the air, something that can’t be faked or trained. It was authenticity, compassion, and a genuine desire to welcome me into their world. I found myself momentarily unable to decide whom to direct my questions to, because both of them exuded such charm and kindness that I knew immediately my experience would be exceptional.||As I stood there, weighing my options, another staff member nearby (a bit quieter but equally sweet) smiled warmly, adding to the welcoming energy of the space. But Janiesha and Lacey-Ann stole my attention completely. When I finally spoke with them, I was blown away by their professionalism, charisma, and attentiveness. They checked availability for an extended stay with such enthusiasm and care that I felt like I was the most important guest they’d ever had.||In that moment, I had already made my decision: I wasn’t just going to stay for an extra night—I was going to return to the St. Regis Aspen again and again. Before they even confirmed my room, I was online, booking my reservation for an additional two nights. I left briefly to handle a few errands, but not before promising to return with a token of my gratitude.||When I came back, pastries in hand to thank them for their kindness, Janiesha and Lacey-Ann were waiting with more smiles and good news: not only had they secured my extra nights, but they’d upgraded me to a one-bedroom suite as a gesture of appreciation for my Titanium status. This was a moment that brought tears to my eyes. It wasn’t the upgrade itself (though it was deeply appreciated); it was the thoughtfulness. They didn’t treat me like just another guest—they treated me like a person, someone they genuinely cared about, and that is a rarity in this world.||Throughout my stay, their kindness didn’t waver for a moment. They went out of their way to check on me, to offer smiles and conversation, and even to engage with my dog—whom they somehow got to perform tricks I didn’t even know he could do! Their connection wasn’t just with me; it extended to every person and animal they encountered, radiating warmth and compassion.||Because of Janiesha and Lacey-Ann, my stay at the St. Regis Aspen was not just a getaway but a healing experience. Their actions and energy reminded me of what hospitality is truly about: connection, compassion, and making people feel valued. These two women have an innate ability to invigorate the soul with their presence, and they deserve every bit of recognition for the joy they bring to your guests.||To the entire St. Regis Aspen team, thank you for creating a space that feels like a home away from home, but to Janiesha and Lacey-Ann specifically, I owe you more gratitude than I can express. Because of you, Aspen is now a permanent part of my travel plans, a destination I will return to year after year.||The St. Regis Aspen has set a new standard for luxury and hospitality. This wasn’t just a stay—it was a memory, an experience, and a highlight of my year. Thank you for everything.||With deepest appreciation,|A Forever...