Rude Employee, Unclear Pet Policy, Broken Hot Tub
07/10/2019 RYANB120, Pueblo, Colorado
We booked our room online because this hotel was listed as pet friendly and that they had a hot tub. So we packed our dogs and our swimsuits and headed up. At check in no one asked about pets and we a... more
We booked our room online because this hotel was listed as pet friendly and that they had a hot tub. So we packed our dogs and our swimsuits and headed up. At check in no one asked about pets and we assumed we had a pet room. We had planned on hot tubbing that evening but were informed the hot tub was out of order. So we decided to go play at The Foundry. While there around 7:30 PM I received an extremely rude call from Keith stating that the dogs were barking and that I needed to come get them and keep them in the car. Before I could even get back he cancelled my keys and when I came to the front desk told me that I wasn’t in a pet room and that he was charging me a $100 “annoyance fee”. I can understand if it was late at night but it was 7:30 in the evening and these are two 20 pound Shiba Inus. Also, I had booked the room online and the rooms that dogs were not allowed in were clearly marked and the room I got was not marked as no pets so I assumed it was a pet room. Regardless Keith was extremely rude about the way he handled it. The following morning we were all woken up at 6:00 AM by the rolling of carts, the banging of these carts against our door and the staff doing laundry and trash right outside our room. Overall it was a really poor experience and not what we’re used to when traveling to mountain tourist areas. less
BW-Alpenglo-Owner, Owner at Best Western Alpenglo Lodge, responded to this review
Thank you for this opportunity to educate guests on our pet policy. Yes we are pet friendly, but we only have a limited number of rooms that can accommodate pets to protect other guests that may have allergies. Depending where one books (we suggest BestWestern.com), our pet rooms are clearly identified in the room description line or possibly with a picture of a favorite furry friend - - - not sure how much clearer we can make it. In addition, our pet room policies are clearly laid out on the hotel information page under "pets" or "pet policy", again depending upon where one books. In this instance, you actually brought your pets into the hotel without our knowledge or you would have been aware of the "annoyance fee" which is clearly spelled out at check-in. Two barking dogs at 7:30 in the evening is truly an "annoyance" for other guests. It is unfortunate that you had other issues with your stay and for that we are truly sorry.