My sister and I chose this hotel because of it's location to the major attractions. Others on this site, prior to our departure, recommended Hill City over Keystone because it would be a bit more quie... more
My sister and I chose this hotel because of it's location to the major attractions. Others on this site, prior to our departure, recommended Hill City over Keystone because it would be a bit more quiet, i.e., not as crazy and overrun with children as KS. I thought I was making the reservation through BW but it turns out it was something called guest services. Warning!! While searching for hotels on these sites, make sure the reservation phone # is the # of the property. The info. listed can be very misleading.
Long story short, we asked to be near the pool, not realizing that outside our door the hallway was used- and as noisy as - an airport runway for kids to thud up and down into the late-night hours getting to the pool. I called the desk repeatedly but no one answered until the fourth try and, of course, nothing could be done.
Because of the noise, a ridiculous breakfast of a bottle of water, an apple, a very tiny granola bar and even tinier bag of gummies for breakfast AND the inability to reach staff when needed we decided to leave a day early.
The next morning, another guest entered the lobby just before me. She was asking for the manager or owner's information so she could make a complaint about her air conditioner not working. She, like me, had called the desk the night before repeatedly until someone answered. When they finally did they told her they would come to fix it but then forgot. She has asthma and was completely miserable. The manager would not give us the numbers of anyone to which we could direct our complaints. She eventually left and I, after asking for a refund, was told he could not because I had made a prepaid reservation. I said I thought I was calling BW because that was the number listed with the hotel and he told me it was not. He listened and apologized but in the end, neither the other guest nor I got any satisfaction. I continue to call the hotel but the manager never seems to be in when the clerk (who may or may not answer) tells me she will be. Best Western is also proving to be unresponsive. less