6/10 Good
2 October 2023
Customer service could use some work
The hotel is fine, but we had a very frustrating start to our stay.
Our flight arrived at noon, well before check-in (4:00pm), so we stopped at the hotel to drop off our luggage before leaving to explore.
At that time, one of the front desk associates told us our room would likely be available much earlier than 4:00pm, as it was already at the top of the list for cleaning. We left for a few hours to get lunch and do some shopping.
At 2:30 we went back to the hotel, opting to wait in the lobby for our room. When we came back, the same associate sought us out and told us our room would be ready "very soon."
At 3:30 we started noticing many other people checking in, so we went to check on our room status and were told it was not ready. We checked back at 4:20 and were told by a different associate that our room still wasn't ready and that they had no way of telling when it would be.
Very frustrated at this point, we had a drink at the bar and, out of curiosity, looked up room availability at the hotel online, finding that there were 11 open rooms with a mountain view (the same type we requested upon booking).
At 4:55 we inquired at the desk again about our room status and were told it was still not available. When asked about the 11 open rooms with a mountain view showing as available on their website, the associate said, "Okay, you can have one of those," and gave us a key card.
Not a great way to start our anniversary weekend. We won't be back.
Verified traveller
3-night trip
Verified Hotels.com guest review