Great location, somewhat spotty service - The Little Nell Aspen - Trade Reservations
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😒 3/5 - Great location, somewhat spotty service
By 👻 @Niki P, 01/16/2023 3:00 am
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We just returned from an 8 day stay at the hotel. The location is amazing, at the bottom of Aspen mountain. Prior to our stay we reached out to the Concierge team who were super helpful in organizing dining bookings, ski rentals, lift passes, etc. They were all very responsive, professional and helpful. The ski concierge was also amazing in that they rang us when they received our gear and wanted to unpack it and have it at the ready prior to our arrival. The bar was high for the rest of the team. When we arrived we found an overly welcoming front desk team - this read a bit insincere and we felt like they were following a script or checklist. We went to the Living Room to have a bite to eat whilst our room was being readied and this is where the service fell off a cliff. The room was not crowded but it was buzzing. There were lots of staff around but they tended to chat to one another rather than helping guests. No water was offered, food was delivered with no plates, utensils or napkins. By the time we flagged down someone to ask for these things our food was cold. It was a stark contrast to the professionals we dealt with prior to our arrival. Service in Element 47 was very similar - especially for breakfast. Each day at around the same time we would head to breakfast and met the same ladies at the desk. Each day they would ask our name and room number - after seeing them each day one would think they would try to recognize guests but this was not to be. Service at breakfast was really bad, slow, coffee orders were missed, food was just average. The whole bit was rather a joke. We experienced the lack of service each day at both Element 47 and The Living Room and it really because laughable. We would get our own water, walk to the bar where the staff congregated to chat to order food, etc. There was also the issue with dogs. Many guests and visitors brought their dogs to the hotel, which is fine. There were small placards on the tables in the Living Room asking guests to not allow their pets on the furniture, but alas this rule was not followed or enforced. As highly allergic people this was a bit of an issue as the furniture was covered in dog hair. Staff was not asking guests to remove their pets from the furniture which makes the rule irrelevant and rather pointless. Additionally many staff were seen petting the dogs but then immediately serving food which is kind of gross. Staff was also coughing a lot on the restaurant floor and then immediately serving drinks and food - this is really unsanitary and inexcusable. Our room was very nice, housekeeping service was very good though they came around for turn down at about 5:30 pm which is way too early. Most other find hotels we frequent are keen to our dinner reservations and alert housekeeping to the hours when we will not be in our suite. This is a small touch that could be employed here. The ski Concierge team were amazing - friendly, speedy, helpful and efficient. Same at the front drive with the shuttles, car service etc. The anomaly of service centered around the Living Room and Element 47. There were a lot of managers walking about but they would also stop to chat with the staff resulting in really lackluster service.
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