Ritz-Carlton Club, Aspen Highlands by Frias

Always a relaxing and wonderful experience at Ritz-Carlton Club, Aspen Highlands Stayed here in July 2021 and 2022. Our favorite place to stay in Colorado. Great staff, service, location, quality. We love going to Maroon Bells, the town of Aspen and just hanging out at the resort. We are going back in October 2023. We have not been there for ski season yet, but plan to. I am not an owner and it is hard to get into this location. We drive in from Texas and really enjoy driving in via Independence pass if weather permits. We love exploring, hiking and sightseeing along the way. We have gone up to Maroon Bells at 5am in the morning for the sunrise and hikes up to crater lake and beyond. A great experience if you have not done it yet. The Ritz is extremely convenient for access Maroon Bells, town of Aspen as well as Snowmass. The residences are well appointed and have everything you will need for comfort as well as cooking and dining in. We enjoy the town of Aspen and grabbing lunch at the many great places in Aspen. The Ritz has had receptions for the guest severy time we visit, with Complimentary drinks and food. A great opportunity to relax, meet other guests, share favorite spots for dining / hiking / exploring ...

Will be returning soon! The staff was exceptional. From the Bellmen Jorge, Matt, Arturo and the guest services staff were all so very nice, kind and eager to accommodate! The young lady who delivered room service from the restaurant on the main level was amazing! Even amidst the COVID season, the entire Ritz Highlands Family made us feel like family! Thank you Guys!

Kicked out on the check out day by the General Manager We had a good stay in Aspen, but the Ritz Aspen is a Wart for the Ritz Carlton name... After 28 messages with the concierge before arrival, our restaurants were not reserved, we did it ourselves thru open table finaly, more efficient. This was the beggining of a sub standard journey... The cleaning service was only provided 3 times during our stay, it supposed to be twice daily...and to get these 3 services we had to STRONGLY COMPLAIN. Whatever were the challenges, this supposed not to be of our concern, we pay, we need the service, unless we get refunded. The restaurant is closed 2 days a week, another unacceptable situation. During those days, Monday and Tuesday, we requested a Hamburger thru the room service, but all food was unavailable. Indeed, when the restaurant is closed, no room service: Unbelievable!!! But they seem to find it more than normal there... On a Wednesday, we then decided to place a food order, at the breakfast time. After dialling the number 3 times, we finaly got thru an operator. We placed our order...that never came. An other evidence of the poor management skills of this property head. But the worse, the most UNACCEPTABLE, occured on the last day, our check out day. We were 45 minutes beyong the check out date, and with a valid reason. First one of our son wasn t feeling well and we got the news on the same morning that our flight back home was cancelled. Whatever, the GENERAL MANAGER of the property that we have never seen before along with a coworker pop up at 11h45 (45 minutes later than the allowance...) knocking at our room door. He was on Security Guard mode and came toto KICK US OUT, asking us to leave. We found out later than the "vallet" that was escorting him was a bell boy...unbelievable practices!!! This is an absolute neverseen before. Overall, this property is poorly managed, probably led by a GM that for sure, is not an ex alumno of the Lausane School of Hotellerie...but got more the background of a security guard. He has no skills of hospitality, has nothing to do in this position and is for us the responsable of all these failure. The hardware is indeed good. We won t ge back there, knowing the price they practice, almost 3500 usd a night during peak period, this level of service is UNACCEPTABLE, nor is the behaviour of their manager. This property spoil the name of Ritz Carlton, an hotel chain we believe to have high hospitality standard. We will write to Ritz Carlton to STRONGLY COMPLAIN about this experience.

Poorly managed property It is with sadness that I report Aspen is the only Ritz Residence that I believe truly misses the value of exceptional customer service. We have been owners for many years. We enjoy Vail, St Thomas and San Francisco residences often. When we decided to go back to Aspen after 4+ years we experienced very unpleasant dealings trying to make arrangements. The last time we were there, the staff was so nice. Not this time! I was so disappointed with their attitude that we cancelled our Aspen booking and booked Lake Tahoe. It turned out fabulous, however, because the staff at Lake Tahoe were excellent. We will go back many times!

Overpriced and terrible service I strongly recommend you do not stay here. You would think that paying $3000 a night you would receive good service, but that was not the case. All 3 people that stayed in my room were repeatedly harassed by a man named Sasha. I thought the Ritz cares about good service, but obviously not because they put Sasha as a manager. He is unnecessarily rude. This Ritz is not like any of the other Ritz's I've been to. They didn't clean our room multiple nights, and only left a note saying they wouldn't be able to clean our room. There are many better places to stay in Aspen for less money that are nicer and have better service.