Ritz Carlton Club Aspen Highlands

The problems began at the airport. We had arranged to be picked up by the hotel shuttle but they forgot to send someone. We called and eventually someone came and got my family and me. When we arrived at the hotel we found that our room phone did not work. After TWO days of complaining, electricians and service people started coming and going, trying to figure out what the problem was. They never were able to fix it but the people answering the main hotel phones kept trying to put our family and friends through to the room. We told them repeatedly the phone did not ring in our room and we weren't able to access our voicemail but they wouldn't listen. It was as if they were running on autopilot. Finally on the FOURTH day of this, after having a sit down meeting with the manager of the hotel, we were given a cell phone to use in the room (our own cell phones had no reception anywhere in the hotel so they were useless). We were told by someone who worked at the hotel that we were basically the first guests since their massive renovation so we were ""the guinea pigs."" If we were meant to be guinea pigs we should have been compensated but we were not. There were other issues with porters not arriving at the time we had previously arranged, the shuttle back to the airport not being ready for when we had booked, room service orders delivered with meals missing, and the housekeeping service was VERY inconsistent and, on the last day, downright surly. Even within the hotel staff there was agreement we should have been compensated in some way for the frequent and numerous inconveniences. All hands were apparently tied, however, as the units are individually owned and we were told any remuneration would have to come from the owner of our particular suite. A ridiculous passing of the buck that ends up making everyone look irresponsible and incompetent. I was sincerely shocked by the low level of service and organization. We will not be staying there again and will warn anyone who asks to stay away as well.

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