What People are saying

Inferior customer service

Larshie_Bon 10/08/2017 15:28

After driving from Denver to Glenwood Springs, I arrived at the Best Western Antlers hotel around 2 PM, i.e. too early for check in. Even so, the front desk clerk, Sandy, proceeded to check me in. She assured me that when I came back at 4 PM, when, she told me, there would be a long line of people waiting to check in, I would be able to receive my key right away just by giving the front desk clerk my name. Sandy was friendly enough but checkin was slow and she seemed nervous and/or stressed, as though she wasn't entirely sure of what she was doing. I asked Sandy some questions about Hanging Lake and about whether there is a visitor center in town, but she was not able to answer my questions. I expect front desk clerks to be able to provide some basic information about the town the hotel is in, especially when the hotel has no concierge, but this was not the case here.

When I came back at 4 PM to pick up my key, there was indeed a line of people waiting to check in, and behind the counter a man named Andrew who seemed very tense and stressed. In spite of what his colleague Sandy had told me only two hours earlier, Andrew would NOT give me my key, he told me in a very unfriendly and unpleasant way - I would have to wait my turn like everybody else. Why his colleague had told me different I don't know.

My room, which I finally had access to at about 4:15-4:20, was quite large but very dark. It had a small window overlooking a parking lot, a garbage container, and some trees and bushes. Furniture looked old and outdated, the washstand was not in the actual bathroom but outside it, and there was no proper closet or wardrobe but instead just some hangers near the washstand. There was neither fridge nor safe in my room, and the air conditioner was extremely noisy. In short, a very unimpressive hotel room.

Worse yet, wifi in my room did not work at all. When I notified Andrew at the front desk about this he said there was nothing he could or would do, and that I should contact the "tech company" myself, their number to be found in my room. For all my travels around the globe, not least in the US, I have never encountered this situation before - that hotel staff is not willing to help with a service that is supposed to be complimentary. Instead I, as a paying guest, am supposed to go through the hassle of calling the "tech company" that they get this service from? No, that is NOT my job. Totally unacceptable.

When I used the wifi in the lobby (which worked) the next day, I addressed this issue yet again but this time with another front desk clerk, I believe her name was Ashley. She was as lacking in attitude as Andrew - cold, unfriendly and unwilling to help (I also overheard her loudly complaining to somebody else about working double shifts). She told me the same thing Andrew had, that I should contact the tech company myself. A maintenance guy who was also in the lobby at the time and overheard this exchange, approached me and whispered that he would go to my room to restart (reboot) the router. If that didn't do the trick, he said I should insist that the front desk help me and call the tech company for me. This maintenance man was the only friendly and helpful staff member I met at this hotel. Needless to say, in spite of his kind efforts, wifi in my room still did not work, and it never did during my stay.

When I returned to the lobby in the evening to use the wifi there once again, Andrew was again on duty and neither greeted me upon entering, nor said good bye or good night when I left.

The hotel is located a 10-15 minute walk from "downtown" Glenwood Springs, a walk that at present is not a pleasant one due to road work and lots of traffic. If I were to return to Glenwood Springs I would probably choose a hotel with a different location. Breakfast at the hotel, which was complimentary, was OK.

Everyone else I interacted with in Glenwood Springs - at the visitor center, in stores and restaurants etc - were super friendly, except for staff at this hotel. Due to its unfriendly staff, Best Western Antlers is one of the most unpleasant hotels I have stayed at - ever, anywhere. As service was substandard throughout, I imagine this must be a management problem: a matter of not hiring the right people and/or not giving them adequate training. I cannot recommend anyone staying here, it was a complete waste of my money, and it made me enjoy my entire stay in Glenwood Springs far less than I could have.

Great place to stay!

proudWImomon 08/08/2017 21:18

What a great place to stay! Our room was comfortable and clean. There were a ton of convenient outlets in which to plug phones/ipads into. LOVED the large sink/counter outside of the bathroom AND another one inside the bathroom! (Hmmm...did a woman design this room? :) lol). Very nice pool and large hot tub. Awesome hot breakfast (3 waffle makers!) with lots of seating. My only complaint was that they turned off the firepits way too early. We just started visiting with other people staying and then the fire went out. Walking distance to places to eat, to the tram to FREE Friday night music on the mountain, and to the shuttle to the hot spring pools. Whitewater rafting was just a 5 minute drive. We had a fabulous time in Glenwood Springs and will definitely stay here again when we return!

Disappointed with the Bathroom!!!

Hikergirl30on 08/08/2017 20:40

The bathroom was dated and the shower didn't work properly...We stayed in Room 270, one of the biggest rooms they had...The price was crazy for this room, but no other choices with 3 adults and 2 grandchildren...Older grandchild would not take a shower in this bathroom...It was difficult to get in and out of...Need some updating...

Colorado Vacation

Nikki Pon 06/08/2017 00:03

My kids loved this hotel! They loved the decor. The room was spacious and clean. We enjoyed the outdoor pool and the hot tub. There were picnic tables outside we were able to use for our supper. Breakfast was good

Fantastic place to stay for families!

Janelle Don 03/08/2017 11:43

We loved having so many things to do with our teenage kids including free bike riding in the beautiful canyon, pickle ball, volleyball, board games by the fire in the nice lobby area, relaxing on the wooden rocking chairs, swimming, the large hot tub, comfortable lounge chairs to sit in by the pool and fire pits to both enjoy the view of the mountains and the sun setting.

Clean, nice and updated rooms. Big, fantastic breakfast included. Friendly and helpful staff who suggested Tequila's Mexican food across the street, which was our favorite ever. We can't wait to stay here again!