the rooms here are TIIIINY- which isn’t a huge deal because you spend most of your time outdoors. however, there is no place to store clothes which is frustrating. the service here is incredibly poor. while the staff is friendly, they aren’t attentive or responsive to requests. i will not stay here again.
We all know the W hotels are know for a hip, arty vibe, so I should not have been surprised at the thump-thump beat and the rainbow lighting in the bar, restaurant and patio area. It just did not seem to fit the western, out-doorsy Aspen scene. What did surprise me was the disconcerting hallways - the black and tan horizontal striped wall and carpet gave the feeling of being in the fun house at the county fair. The bedroom though comfy and clean featured two beds stacked theatre style in an alcove along the wall -I am sure to create/save space. The modern bathroom did have great amenities. Besides the bar/restaurant waiters, the staff were cursory polite.
I am a titanium Bonvoy member and just finished a 5 day stay with my family here. We had a total of 3 rooms to accommodate everyone. Overall during our stay the experience ranged from average for this price range to above average. However what completely ruined it was my experience on the day of checkout. The hotel has a checkout time of 11am and a check in time of 4 pm On the morning of our checkout day we were running a little late and we asked for a late checkout. Typically with Bonvoy titanium we are used to getting a late checkout of 4pm. This was not possible which is completely understandable since they probably had guests already scheduled for that day. HOWEVER, we then asked for a courtesy late checkout time of noon. Just one additional hour to get our stuff together. They REFUSED and insisted that if we checked out at noon they would charge us $400 extra. I was flabbergasted. We asked to speak to a manager but apparently we were told that we were already speaking to a manager! So we dumped all our stuff together in a mad rush and made it down to the lobby at 11:06am. I asked the front desk if they were going to charge me for being 6 minutes late. I then asked them to total up my entire bill for the 5 day stay. We spent $20, 095 here over 5 days. I then told them that I was shocked that they couldn't even extend me the courtesy of a 1 hour late checkout and I insisted that they add on a late checkout charge since I was 6 minutes late checking out. It's not the $400 - it's the principle. I have never been treated this way and the management at this hotel has NO business pretending that they provide the kind of customer experience that this price point justifies …
The Wet Deck has arguably the best views of Aspen and worth a visit as open to all. It's the only pool in Aspen with mountain views which are spectacular plus. Low rating due to excessively loud music from both the Wet Deck and Living Room deck polluting the neighborhood.
The hotel location is very good. Right next to the gondola. The breakfast is good and service can be improved. The hotel seems to be over staffed and A lot of people seem to be doing nothing and just waiting around. The gym is good, I am not sure if I will visit this property again