ROUGH START, GREAT LAST NIGHT - The St. Regis Aspen Resort - Trade Reservations
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😍 5/5 - ROUGH START, GREAT LAST NIGHT
By 👻 @Justin M, 02/17/2023 3:00 am
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EDIT: ADJUSTED REVIEW/RATING BASED UPON OUR FINAL NIGHT OF STAY Writing this review at 1am on the second night of our 3 day getaway. Where to start? Can start first with the automated emails immediately after booking which responses were requested from myself and I gladly provided over and over (and over) asking for confirmation of receipt so they stop spamming. Finally after replying to all of the emails I was getting blasted from, the butler team kindly replied. Nothing from the named and titled associates who kept messaging. Arrival to the hotel, smooth and easy. And that’s just about where it ended. Upon arrival at 6pm, check-in part of the lobby was in chaos. Get our keys. Wait around. 10 minutes as only 1 elevator in the entire hotel is working. (And still currently working) pack in from the lobby like we are on a New York subway every trip up and down. Often waiting 5 minutes each way. (At least everyone smells nice unlike a subway!) Get to our room. Windows are WIDE OPEN (it’s -6 Celsius outside) no problem. Close the windows and adjust the thermostat. Clear as day right now, the thermostat is broken as the room was set to 72 (showed 68) and was HOT, set to 66, then 64, now 62. And room won’t cool. Only option at the moment to cool the room from heat is to have the windows open while smelling the aroma of marijuana and loud laughs and drums of some sorts playing. Day 2. 8AM. Order 2 coffees and waters from the “butler service” they rave about. They said sure thing. Be right up! 3 hours later. Nobody still came. 815AM. Housekeeping is banging on the door. Perhaps a bit odd, but we were up. Kindly ask to return between 11 and 1 when we are away from the room. Return to our room at 1, room was not made up. No problem as we were leaving again for a few hours. Kindly ask front desk to arrange room service. Another no problem! We are on it! 315 return to our room. Still not done. Forced to leave again to keep occupied while they made it up. For returning at 1pm to the hotel the car service advised call the front desk when ready for pickup. 19 calls in 16 minutes simply do not even get answered. It is at no fault to the valet/driver team. They’re the only bright spot in this entire hotel. 9pm. Return from dinner to have dessert and a drink in the lobby. Not that busy. Get seated on a nice comfy couch in the lounge. After 25 mins of no server, we are not complaining, but go to the bar to ask if they can put our food order in. Of all people the snap NO YOU MUST WAIT FOR YOUR SERVER was a gentleman who tilted himself as the manager. You sir, need to learn to either hire staff, or take a class in simple manners. DAY 3: -After reading my review, Miss Alaina, personally called me to go over all the issues at hand, and this is where the service did a complete 360. She was sweet, and attentive, personally offering remedy to all the issues at hand. -Immediately engineering came, and manually adjusted the thermostat to a fixed manageable temperature The good: -As mentioned. The drivers from airport to hotel. Amazing personable people along with the personal drivers. They’re all top notch and owning multiple businesses are exemplary representatives of what the St Regis name used to be -Alaina, their guest services manager. -One front desk attendant. Indian gentleman. Rakesh, I believe. Gracious, kind, and always smiling. Kudos to him. -Breakfast was good, dessert was also unique. S’mores with a little fire at your table. Other staff said the hotel is only running at around 75% capacity during our stay. So either this property is grossly understaffed, or lacks common hospitality training.
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