The St. Regis Aspen Resort

"The hardware and software are perfect, but the service is terrible. As a platinum member, I communicated with them via email more than a month in advance about the anniversary, but there was no welcome gift whatsoever, not even a fruit platter or a welcome letter. The housekeeper even lost our braces, and the points I was supposed to receive as compensation haven't arrived yet."

Hotel Jerome, Auberge Collection

The Little Nell

"I had a reservation booked for the week of September at the Little Knell and was really looking forward to visiting. I am currently about one month and two weeks into recovery from a heart ablation procedure. During a recent follow-up exam, my cardiologist discovered another related issue that requires immediate surgical intervention. As a result, I will not be able to travel to Colorado or stay at the Little Knell as planned. I called the hotel and spoke with a customer service representative, who informed me that I would not be eligible for a refund for my cancellation request, as there is no fixed cancellation policy. According to the representative, cancellations are only possible if requested 30 to 90 days prior to the reservation date. It was certainly not my intention to require another heart procedure—much less for it to be scheduled during the exact week I was meant to enjoy Aspen and my stay at the Little Knell. However, given the circumstances, I would prefer to prioritize my health. You only get one heart—best to keep it functioning as well as possible. I provided medical documentation to the hotel to verify that my cancellation request was due to a legitimate medical emergency—something entirely out of my control. Despite this, the hotel representative informed me that I had passed the cancellation window and therefore would not receive any refund. The total cost of my reservation was $3,700. I am incredibly disappointed that hotel management refuses to recognize a verified medical emergency (supported by documentation) as valid grounds for cancellation and refund. If you’re planning to book a stay at the Little Knell, please be aware that any unexpected emergencies or life events—no matter how serious—may not be considered acceptable reasons for cancellation unless they occur at least 30 to 90 days in advance. Additionally, if you search for the hotel’s policies, there is no clear cancellation policy listed. As of September 10, 2025, I am providing a screenshot of their “Policies” page, which still does not show any cancellation policy."

St. Regis Residence Club, Aspen

"Pluses—great location, good gym, comfortable rooms, small gift amenities were a nice touch. Cons—very costly massages and if you wanted to use the hot tub, cold plunge, steam etc and were not getting a spa treatment that day, the access fee is $175 per person per day. Seems outrageous for a hotel where rooms run $1500++ a night to have a surcharge for relatively basic spa facilities. Also inhospitable cancellation period, generally a month! Also the grand deluxe room at 400 square feet felt cramped, perhaps the furniture , but it was snug especially for two people."