W Aspen

We stayed Valentines weekend during major snowstorms. On our drive into Aspen we wrecked our car after hitting ice and were stranded. Their car service team rescued us and the entire staff truly cared we made it in ok. We can't thank everyone enough for everything they did to make our stay amazing. From the concierge team (Francis) who arranged items for my husbands birthday. To again all the staff who assisted us in our time of need. We will always pick W Aspen as our hotel of choice when staying in Aspen.

We enjoyed 3 nights at W Aspen. Our stay began with a complementary luxury SUV ride from the airport with a friendly driver that didn’t seem to mind that our flight was delayed. We enjoyed the rooftop hot tub on the first night. Daily breakfast (included in our room rate) was substantial and tasty. Location is perfect within 50 yards of the Aspen mountain gondola. We were able to walk to great restaurants in downtown Aspen within 10 minutes. I’ve stayed at the St. Regis and the Limelight in the past and consider W the best value. We’re looking forward to a return trip.

Dear Janica, I would like to express my deep gratitude for the excellent service and hospitality you and your team provided during my stay in Aspen. Your attention to every detail, readiness to meet all my requests, and the special care you demonstrated were essential in making this moment perfect. The marriage proposal was a milestone in our lives, and your dedication and attentiveness made everything even more special. I am immensely grateful to you and the entire hotel team for all the assistance and support during this important moment. With my best regards, Henrique Colombo Cabrini

Been to this wonderful Hotel Twice over two years. Its a little Gem. Food is Ok. But I prefer this hotel to the St Regis as you don't have too many people staying here or too much traffic in and out of the building. Relatively Quiet, that's if the Broncos are not Staying there. Little Nell is across the street. All the shops and restaurants are within minutes walking distance an the Front Desk Staff are Great .

Pre-arrival: I wanted to take advantage of my Ambassador Elite benefit of Your24 and check out late so that I could use my room until soon before I had to leave for my after 8pm flight. These requests are not always granted so I was very pleased it was granted when I asked if it was possible to use it, several months before my stay. Arrival: The valet team allowed us to park out front briefly just to check in before our trip to Independence which I appreciated. The front desk was completely unmanned around 12pm which was unexpected and it took a while to get someone out when the Whatever, Whenever representative went off to find someone after offering us the welcome drink of prosecco. Eventually a front desk rep came back out and advised that the room wasn't ready (no big deal as it was prior to the official check in time) and that they had noted the Your24 which I was glad I didn't have to proactively flag and explain. They said that they didn't have any prosecco at the moment but that they would send a bottle up to the room. I was disappointed that the drink never arrived as the only other resort fee item I wanted to use was the shuttle to the airport. Putting aside the fact that I consider resort fees to be unethical to charge in the first place, refusing to provide something you're mandatorily charging me for, at least feels like a misappropriation of funds. W Insider: I received an email a couple of weeks before the stay and promptly responded, asking what was on offer as I had never been to Aspen/this hotel before. The night before my stay I still hadn't received a response and so I emailed a gentle nudge again, and over a week later, I'm still waiting to hear back. Usually I get taken care of very well by the W Insider team, presumably due to high Bonvoy status. It seems like everyone else does based on the reviews at this property so I'm not sure why I was completely ignored. Room: I used a suite upgrade award for the Wow suite. It was very spacious and I absolutely loved the steam facility in the shower given how dry Aspen is. The real disappointment with the suite was that while it was large, it wasn't a suite in the true sense of the room being buffered as a self contained room from noise in the hallways and I experienced poor sleep quality due to other guests yelling in the halls late at night. In room dining: I didn't make use of this service but you'd never know it due to the two incorrect charges that appeared on my folio when I woke up in the morning. The front desk removed the charges. Breakfast: A fairly decent spread for a US property. Upon arrival I was shown to a table where the dog from the next table over was lying half underneath the table proffered to me. The owner made no gesture to move the dog over to be more in his own space. I acknowledge that for some guests that a dog underfoot while eating would be considered a feature rather than a flaw, but for me it was not and I was a little surprised to be offered a table that was not fully unoccupied. The server offered me another spot by a window which I gratefully accepted. The server did not offer juice even though it wasn't something I could serve myself. Resort fee: The fruit tray was delivered without me asking for it but after 8pm at night which isn't a time I would snack on fruit. Perhaps providing it earlier in the day is a better idea if you absolutely must do the resort fee. I didn't feel like I was getting proportionate value for the resort fee even when I assumed I'd be getting the prosecco. Check out: the front desk was manned this time and was a more efficient experience than the check in by a factor of approximately 3,000. Paul was not only responsible for this but also went above and beyond by arranging for a custom ride to the airport instead of waiting for the shuttle I ordered. I'd like to call out Paul for the excellent service. Airport transfer: Eyup was a delight and I enjoyed the comfortable trip to the airport. I think there's room to improve on the responsiveness and quality of customer service across the board as Paul is a standout, not the standard. Regardless of whether or not it's lawful to not provide promised aspects of the resort fee, it's certainly not ethical and I would hope the hotel would strive for a higher standard and more care towards guests and reputation in this respect.