The Monarch — Restaurant in Aspen

We arrived at The Monarch 20 minutes early for our reservation. The restaurant was empty and the Hostess Maria told us to wait outside (there were no seats) or walk down to the Dancing Bear Timeshare lobby and take a seat. No offer of a glass of water on a hot day or offer to sit and review the menu until they would be “ready” to take care of customers.

The Dancing Bear staff truly understood customer service. They warmly welcomed us to sit on the couches in their lobby (beautiful hotel and suites). They smiled when we told them of our not so warm reception at The Monarch. Perhaps they heard this story before.

We returned at 5:35, five minutes past the reservation time scheduled by the St. Regis Hotel. Maria again said their staff was still in a meeting and we were asked again to walk outside. At this point both the manager and all the white jacketed wait staff were in full view if us being sent away for the second time and did nothing. It was then clear the importance they placed on their customers. We cancelled our reservation and left.

The St Regis Hotel certainly knew the importance of customer service, they sent up a bottle of wine and comped our breakfast even though the hotel did absolutely nothing wrong. We have never heard a word back from The Monarch. Plenty of other great steakhouses in...

We have eaten at Monarch Steakhouse countless times. Our past few dinners, however, have been a crescendo of haute attitude and declining service, culminating in an abysmal meal last Sunday. Before posting a negative review, I thought it only fair to share my experience with the manager at Monarch. He thanked me for my “feedback" with the sincerity and remorse of a poorly programmed bot—especially disconcerting since I told him three out of four of us got sick. If not textbook food poisoning, we spent the night and next day bathroom-bound. While said manager didn’t cook the food, he was forced to take our order after our waiter introduced himself and didn’t reappear until he brought the check. Despite a hive of activity around larger tables, the manager explained—in the same flatlined cadence I’d experience again a couple of days later—that they were short-staffed. This, however, did not account for the kitchen managing to send out the steak, take back a few slices and return them well-done before the only cold dish we'd ordered arrived. Admittedly, all restaurants have off nights, so attitude becomes the differentiator. Even mediocre food tastes better when served with humility and heart. In lieu of an earnest apology, which would’ve been a just dessert, perhaps they’ll incorporate my feedback...

Ate here with our 4y old daughter and just had a really disappointing experience. Ordered $25 salad with no dressing/on side. My wife was allergic to mustard vinaigrette. They brought salad with dressing on top and wouldn’t take it back said “there’s not much dressing it’s just drizzled”. Then we ordered a $78 Kansas strip steak. Most of it was fatty and the steak was caked in peppercorns and garlic and salt. Never disclosed that and wouldn’t take it back. Our daughter couldn’t eat it. We alerted the waitress who told us she could bring another steak (unbeknownst to us at full charge). The steak came 20m later after the rest of the food was cold. Charged us for 2 of the same sauces even though we sent one back because it was cold. Charged us for 2 bottles of water even though we ordered one. Waitress kept trying to push more sides. Coup de gras was when the ma Agee came over and refused to accommodate our concerns or adjust the bill saying “I didn’t see the steak when it came out … so there’s nothing I can do now.” Total loser place. Owner must be hard up truing to scam high end Aspen residents. Will dispute full charges on cc. This place sucks. Has poor staff training and poor management. We’ve been to the highest end restaurants and hotels on the world and this place is a poser wannabe rinky...