We stayed at the St. Regis Aspen for 4 nights and unfortunately had a very difficult experience. Our original room’s A/C wasn’t working—engineering came the first night, but it still didn’t cool the second night. They returned at 11pm and attempted repairs with a drill the second night, but the issue wasn’t resolved. We had to leave the windows open, but our room faced a road under construction and was loud early in the morning. Both nights rendered us sleepless as we were also trying to adjust to the altitude. The next day, we were told we’d been “upgraded” to a deluxe double, but it looked identical to our original superior double—just now facing the courtyard instead. For someone struggling with altitude sickness, being moved to a louder room wasn’t helpful, and it didn’t feel like a meaningful upgrade—just a basic swap with functioning A/C.
That third night, the courtyard (now our view) was blasting music, which we weren’t warned about when they moved us. I had to call and ask when it would stop—something that could’ve easily been disclosed, especially since Snow Lodge is such a prominent feature of the property. After the music finally stopped, the power in the room went out. We were told the city lost power, but when we asked a local friend, they said they hadn’t experienced any outage. I was sick, sleep-deprived, and overwhelmed, and ended up in tears at the front desk. The staff were polite and did their best, but being told to “calm down” in that moment was deeply frustrating. I know some things were out of their control, but it was just one issue after another. Three sleepless nights from the heat can get to you.
To be clear, most of the staff was lovely throughout—everyone we interacted with was kind, professional, and genuinely tried to help. The rooms were beautifully designed, and the property itself is stunning. But at this price point, basic comforts like reliable air conditioning shouldn’t be a question. The most frustrating part was how the situation was handled—kind people following what felt like inflexible or out-of-touch policies. We didn’t want special treatment—just a working room to rest in during a hot summer stay. We were eventually offered one night comped (the cheapest night) and some F&B credit, but for a hotel of this caliber, we expected more.
There were still some highlights worth mentioning: the complimentary shuttle to and from Aspen airport was incredibly convenient and well-run, the concierge team was knowledgeable and helpful, and we really enjoyed the interactive BMW experience on-site. The pool staff, in particular, was warm and attentive and made that part of our stay genuinely relaxing. We appreciated those moments—there just weren’t enough of them to outweigh the overall disruption.