I stayed at this property during a business project in the area from September into early November. Sometimes on my projects I have a choice in lodging; this time I did not, and was placed where the client had an arrangement and special room rate. But, having generally pleasant stays at other Best Western properties, I arrived with an open mind.
The stay got off to an inauspicious start when I first arrived, because the front desk staff seemed to have significant issues with their computer/check-in systems, and also did not seem especially knowledgable about any aspects of the property. As a result, they had to make several calls to a manager located somewhere off-site, and it took over 30 minutes to get checked in. That was frustrating after a long day of flights and driving up from Denver to get to Longmont.
I was given a room with two double beds on the second floor facing the interior courtyard. It should be noted that there was a significant gap between the bottom of the entry door and the floor; I'm not kidding when I say it was at least a couple inches, and it was not unique to any room I saw in walking around the hallways. The room was very spacious, though furnishings felt a little sparse. The room was generally clean, though there were signs of wear. Sleep Number beds are installed in all the rooms, which was not something I have seen in all the travel I do. They were generally comfortable, though the comfort settings on one of the beds never seemed to stay set during the night, so for the duration of my stay I slept on the other bed. A "college-boy" style refrigerator and Keurig coffee maker were the only real food-related appliances in the room. The lighting in the rooms were pretty good, and the fixtures were generally in good shape, with the exception of the very tiny bathroom space. There were times I felt like the closet space was bigger, because it took some "acrobatics" to access the shower - which required closing the door while at the same time stepping over/around the front of the toilet. The shower door didn't latch fully, so often water leaked out onto the floor. Also, the toilet barely flushed; the only way to get a "complete" flush was to stand there and hold the lever down for the entire cycle. Climate control in the room consisted of a small wall-mounted unit under the window. For the most part it worked well, though there were a few times it stopped working for several hours (especially overnight), causing the room to really warm up to an uncomfortable level.
Wi-fi services were generally reliable and (mostly) functioned quickly. It did require logging in daily, though I found that to not always be the case. Sometimes I had to log in multiple times in an evening on my laptop, and there were times where I logged in once on my iPad or iPhone and the wi-fi would work for over a week before I had to log in again, which was quite odd.
It seemed like all the public spaces were much more worn out than the guest room. Many of the acoustic ceiling tiles were broken and/or stained, the carpets were filthy (until the last week of my stay, when they finally steam-cleaned most of them). There was a single washer and dryer unit on the first and second floor; I was grateful they were always kept clean and in good working order, but they could have stood to add a couple more machines on both floors, because often times a lot of guests needed to run laundry, and the machines were always in use for much of the day. There is a fitness center, which was basic but functional.
The hotel provides a complimentary breakfast, which I only opted for the first day or two of my stay. I didn't find it appealing or cooked appropriately, so generally made other arrangements for breakfast. Other than that, guests have to go off-site for dining around the area.
There is an "Executive" wing of the hotel on the west side of the property, complete with a lounge where snacks were served nightly. I only saw that in walking around the property once. I'm not sure how much different the rooms are in terms of overall quality from the rest of the facility, but one would assume there is a cost difference if nothing else.
The hotel claims to be a complete non-smoking facility, and they have you sign a waiver at check-in noting there is a fine for people who smoke in the room. That's all fine and good, especially since I am a non-smoker. However, it seemed they had a very hard time enforcing that policy - or in the case of some front desk staff - chose to ignore it. Guests frequently smoke right outside the main entrance to start with, and there were several occasions throughout my stay where you'd return to the hotel and pick up the very strong smell of tobacco and/or pot in the public hallways, which also bled into the rooms thanks to the aforementioned gaps under the guest room doors. Also, I observed many guests (including several who were staying there frequently as I was) who would smoke out in the courtyard or open the windows (removing panes) to smoke from their rooms. That meant the guest room climate control drew in that smoke from other rooms or the courtyard and permeated the air in the guest rooms. That was frequently bad for my allergies. I called the front desk on a couple of occasions when it was particularly bad, and was generally laughed off or disregarded, so I gave up on it for the remainder of my stay.
As noted above, the front desk staff when I first arrived - and through the first couple weeks I stayed there - exhibited especially poor customer service. Again, they didn't seem to be knowledgable about the property or the check-in/computer systems, and were also very disengaged when interacting with guests. It seemed like there was a front desk staff turnover over the course of my stay, and the service improved marginally. Some staff were much better and friendlier than others. Also related to customer service, the housekeeping services seemed very thorough over the first few weeks that I stayed there. But then there was a period just prior to the end of my stay where I didn't get - and couldn't get (after calling to request it) - housekeeping services for almost a week and a half. Finally I got it, though I found that the linens on the bed were replaced with ones that were stained and moldy. So I used the other bed for the last few nights of my stay. Ironically, the day after I finally got this last housekeeping service, I returned from my client's office one evening to see a sign out at the roadside noting that the hotel was hiring for housekeeping and laundry staff, among others.
Several other guests have noted the room rates were high for what you get and what you expect from a Best Western. I would tend to agree; I know that I received a special rate that was negotiated with my client, but even that was high given the facility. My only guess is that because there is often high occupancy among a relatively limited number of properties in the area, the hotel can justify charging a higher rate. That being said, they would do themselves and the guests a favor by applying those higher rates to a more significant renovation of the property overall.
Overall, this was kind of a mixed bag of a stay at this property. I've definitely stayed at better Best Western properties, and would mostly expect better based on those other experiences. I would also grant that my perspective comes from a longer overall stay as compared to most guests. But still, I think those staying only a night or two might encounter similar issues, though for a single night, you could have a satisfactory stay and be able to work around or overlook some of the issues I have described here. less