The Little Nell

服務設施有些舊

We stayed at The Little Nell for a few nights at the end of ski season. As first-time visitors to Aspen, we chose the hotel for its ski-in-ski-out access and five-star reputation. Unfortunately, our experience fell far short of expectations. On the day we checked in, my husband and I (both Asian) stopped by Element 47, the hotel’s lobby restaurant/bar, for light drinks and snacks. When we approached the host stand, the Hispanic male host with facial hair told us he was prioritizing “house guests.” Confused, I asked if he meant hotel guests. He confirmed, and I clarified that we were indeed staying at The Little Nell. The fact that he assumed otherwise without asking made us feel uncomfortable and singled out. Given the hotel’s predominantly white clientele, it felt like an assumption rooted in how we looked. No guest should ever be made to feel out of place based on their appearance. Beyond that unfortunate encounter, the overall service lacked the warmth and attentiveness one would expect at this price point. Front desk staff were polite but cold. On the third day of our stay, the hotel conducted loud rooftop maintenance to remove ice, but failed to notify guests. My husband had injured himself snowboarding and needed to rest that afternoon, but the noise was unbearable. There was no advance warning - no written note, no verbal mention, nothing. Had we known, I would have found him a quieter place to recover. But still, at over $1,000 a night, you’d expect to comfortably enjoy your room at any hour. When we shared our feedback on the issues above with the manager on duty the day we checked out, his response was, “How do you want to be compensated?” That lack of accountability was disappointing and not at all in line with what we expected from a luxury resort. Overall, The Little Nell felt overrated and underwhelming. Staff training, especially around cultural awareness and guest care, needs serious improvement. Next time we visit Aspen, we’ll be staying at Hotel Jerome instead.

Excellent service, friendly staff. I’ll definitely stay there again!