Best Western Outlaw Inn

My husband and I arrived at this hotel at 1:45 pm to see if we could check-in. We were greeted by Mya with "Hello what can I do for ya?" My husband answered with" I know we are early but was wondering if we could check-in." Mya answered that check-in was at 3pm (no exceptions), and also added that the hotel had been booked the evening before and that no rooms had been cleaned yet. My husband then asked if it was possible to do the paper work for the room in advance, hoping that if she got his name she would then see that he had diamond elite member status with the "perk" of an early check-in if possible, and also a complementary up-grade to the room. Again Mya replied that check-in was not until 3 pm, no exceptions. We left the hotel, went and got lunch, and fuel for our motorcycles. We returned to the hotel and sat in the lobby where it was cooler than outside. Around 2:30 pm an employee who we suspected to be a manager, approached us and asked if we would like something to drink. At 2:40 the same person said that we could begin the check-in process. This person started the check-in process and then handed us over to Mya. At this time Mya asked for the customary identification and credit card information. My husband handed both driver's licence and credit card over to her, but was only returned his driver's licence. His credit card had been placed on a separate counter, and he had to ask for it back. Mya then gave my husband the card for Trip Advisor Outlaw Inn, and asked him to rate her performance. Mya, you need much work on your professionalism and customer service. We have stayed in Best Western hotels enough to earn diamond elite status, and we can say without question that what we experienced trying to check-in to the Best Western Outlaw Inn, was one of the most disappointing experiences we have had with this chain of hotels. less

When I arrived at the outlaw inn in rock springs it was rodeo week and most places are booked full lucky me because this is wonderful place staff is friendly the bar is a nice hangout after a day of driving to see my family the Open Range restaurant has great food with a cozy atmosphere and the rooms have beds that are perfect for a guy with back pain like me the room was quiet and cool with stylish furniture definitely check it out if youare in the sweetwater county area less

We are on our way home from an exciting exhausting vacation in Yellowstone and feel so lucky to have found BW Outlaw. Kristin checked us in and was so helpful and friendly even though she was extremely busy. The room was very spacious and clean. The complimentary breakfast in the Outlaw restaurant was perfect!I doubt we will ever be through this town again but if we do we will definitely be staying here. less

Company booked a block of rooms here recently. Went to check in at 12:30pm and front desk attendant(Josh) said our room wasn’t clean yet and said to come back at 3pm. Didn’t call housekeeping to confirm room was still dirty. Didn’t offer to take my number to call when room was ready. Overall was very short and unhelpful. So we sat outside the front of the hotel for 2.5 hours in our car waiting. Checked in periodically at front desk to see if room was ready, still Josh says it’s not clean. Finally after third time of going in, I suggested to Josh to take my number down and please call as soon as room was ready. Finally at 3:00 we go to the desk to check-in. Josh is preoccupied with another guest and another young lady checks us in. Thanked me for being a Best Western Rewards Elite Member. And when we go to check in wouldn’t you believe, the room we had was the room I had been parked in front for nearly 3 hours. The entire time we were parked in front of it, no previous tenant left to check out of the room nor did a maid come in or out to clean. Which tells me room was either cleaned much earlier or was vacant all together. I understand mistakes happen with computers and such but not even making an effort to offer a customer any type of solution ie. checking with housekeeping or offering to move another room, which often is a solution at other hotels is pure laziness in my book. First impression did me in for the rest of the stay unfortunately and will pass on any other stays. less

During the period 12 June to 06 July 2019 (23 nights), we visited several west USA National Parks and stayed in 17 different hotels/motels. This provided a unique opportunity to compare and review these establishments. On arrival we received a singularly unfriendly reception and were told we could not check in 2 hours early. This was the only hotel refusing early check in. When we finally checked in, we were allocated room 221, second room just outside the main building entrance at street level. SHARP PRACTICE On checking the room allocated, we found the room unacceptable and went back to reception to query what we were being charged. First we went online to this specific BW hotel’s website and saw that an Exterior room with 1 Queen bed was available for USD115. We paid USD151.72 through Booking.com. The website also showed that for the price we paid, we would be entitled to an Interior room with 2 Queen beds. At reception the young lady Mya could not explain the difference and sought the help of her lady manager. This lady acknowledged that the website did actually show those prices and explained that as we had booked through a third party (Booking.com) we were not entitled to the lower price. I showed her the Booking.com confirmation that stated that Booking.com did not charge any fees. The lady responded that the website prices were only for that day and in any case they were fully booked so could not substitute the allocated room for an Interior 2 Queen bed room. This was clearly not true as the website was still offering these rooms, but unable to refute her claim that they were fully booked, I suggested that we should then be charged the USD115 price instead. This was refused. UNSAFE Room 221 (see photo) is located in a row of rooms in a single storey lean-to type building. The room entrance door is flimsy and poorly fitting literally 5 feet from parked cars. The door frame has plaster cracks around it and is need of renovation. Internally the room ceiling has fibre boards mounted across concrete support beams. These fibre boards (hopefully not of asbestos fabrication) are left unfinished, not even painted, let alone covered over with insulated plasterboards. Unlike other BW establishments where there is usually as minimum a sliding opening window for ventilation in the bath/toilet area, there is only a static louvre vent opening with no extractor fan. UNHYGIENIC As the room entrance door is badly fitting, roadside dust enters the room and the carpets and curtains are unclean. On a windy day, roadside debris and leaves also blow into the room. Far worse is the air conditioning outlet above the bed was not cleaned and contaminated dusty air falls over you whilst in bed. BREAKFAST Breakfast is included in the final price and guests are provided a coupon to fill in with their requested choice. After waiting 10 minutes in the queue to get a table, and a further 20 minutes for the meal to arrive, the photo show what was served. The 2 sausage links was 1 sausage cut into half and where was the bacon? SUMMARY Of the 17 (including 3 other BW) establishments we used, this was clearly the worst. I would be happy to park my car in such a shelter, but do not consider this suitable for human habitation. We are shocked that Best Western allows such standards to carry on. less