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.

We just wrapped up a long weekend here during mud season. We had issue with the heat in our room which the staff quickly tried address and ended up moving up to the Roch suite. It was very generous and unexpected. From the time we arrived until we left the hospitality was top notch. The suite was fanastic and loved the fireplaces and balcony. The bed was a Bryte ‘smart’ which had variable firmess and interesting, soft rolling motion feature. Very comfortable ! Mini bar was stocked and all non- alcoholic beverages were complimentary. You can arrange for free airport transport. We ate Element 47 for breakfast (vegetable scramble was soooo good) and Ajax Tavern. Both were good. There is 24 room service, but the late night menu is light but nice to have the option. The hotel is within walking distance of everything, including the Rubey Transit location where you can catch a clean and free bus to Aspen Highlands Plaza to get the Maroon Bells shuttle. This hotel may not have the unique, location specific vibe of the Hotel Jerome ( our second choice and I recommend the J -Bar there), but we really wanted a fireplace and balcony and we loved our stay at the Little Nell. Thank you !