So I booked the Residence Hotel through hotel.com. After the reservation was confirmed my friend and I were excited about expericne as I know their location is good (I walked by last year at the food and wine classic). However, the next day I got a call from Michael from the hotel and told me that for the food and wine event weekend, there is 4 nights minimum requirement, when I told him that hotel.com has took down my credit info and charged a processing fee and provide a confirmation, never once they have mentioned there was a 4 nights minimum and it was never shown on hotel.com. then I went to Reisdence Hotel website and there was no such thing advertised on the site with 4 nights minimum requiremtn. I told Michael that it puts my friend I in a rough position and he suggested us changin our flight to meet the 4 nights requirement, that means we will need to pay a change fee to change our flight and the take an extra day off from work so we can stay at the hotel we thought will provide us a memoriale experience and to celebrate my friend's 40th birthday, It wasn not my fault that there was no indication of 4 nights minimum requirement and if hotel.com has given us the confirmation, If there was a clear message on the 4 nights minimum at first place, I probably wouldn't have any problems with this place. Then, shouldn't residence hotel honor the confirmation even if it's there was a glitch on the computer as Michael claimed that there might be glitches through the system. While Michael was talking to me a woman took over the phone and said that Hotel.com knows about the 4 nights minimum and told me that I should take up to them she was speking in a very hostle tone of voice trying, then she hung up on me before I can respond. I was so stuneed, I travel very frequent for leisure and for work (I work for a large corporation), never once I have experience such horrible horrible customer experience, whenever a hotel makes a mistake, they would go far and beyond to fix the problems (eg., Four Seasons and Ritz, because they care about the customers and the business). After the woman hung up on me, I called right back and Michael picked up the phone, I told him that the woman just hung up me and that was not the way to treat a potential customer, granted Michael apologized on the mean woman's behalf, the damage was done. The Residence hotel asked us to pay for 4 nights when we will only stay there for 3, then they will let us keep the reservation. Apparently money is everything and customer service no longer matter to this hotel. I have no problem spending money on an expensive hotel when I travel for leisure, what matters is the principle. NO matter how great this place looks, with the woman's attitude like that I WILL NOT stay here and I will take my business else where if it's much more expensive such as St.Regis. I will definitely share my experience with everyone I know and with everyone in the travel forums.
- Official Description (provided by the hotel):
- Just a few steps from the base of Ajax mountain in Aspen, one of America's finest ski resorts; and conveniently positioned to overlook the town's storied village, The Residence Hotel serves as a warm sanctuary for guests with distinguished tastes. Here, your stay is as much about comfort and relaxation, as it a global adventure through history. This small and charming Boutique Hotel contains seven suites and apartments, each one individually decorated in European flavor. The high ceilings offer the spaciousness rarely found in a ski resort. The bedrooms are furnished with Ralph Lauren linens and down-filled duvets. Original antique furnishings and accent pieces adorn each room, while walls are covered with museum quality artwork and designer fabrics. Most suites have wood-burning fireplaces. Crystal chandeliers, Persian rugs, marble bathrooms, hard wood floors and large overstuffed sofas and chairs give each room the comforts of a luxurious home. With two decades of loyal and distinguished guests that span from entertainers and athletes to artists and politicians, somehow the hotel still maintains a subtle mystique as the city's hidden gem. ... more less
- Reservation Options:
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- Also Known As:
- Residence Hotel Aspen