where to begin?
My boyfriend and I are simple travelers. I booked the Inn after reading reviews and seeing that what they had to offer suited our needs perfectly. I was pleased until-
We had an unfortunate issue with our heater being broken upon arrival. We arrived Thursday evening, I put the heater on and to "low" before falling asleep. We woke up Friday, freezing and my boyfriend sniffling. I thought it was due to the heat being on its lowest setting, so we headed out 7 AM to begin our day at RMNP. When we arrived that evening, the room was still cold. We wanted to nap before dinner, so I cranked the heat to it's highest setting and we fell asleep. We woke up and the room was even colder. The heater was cold to the touch and silent- it was indeed broken. I called the Emergency Number before we left for dinner at 8:20 and it stated we would get a PHONE CALL within 15 minutes, I left a voicemail explaining the situation. I was weary to head too far for dinner given the situation, so we dined next door. I left my ringer on loud and kept checking my phone - nothing. We were worried about needing to find a different place to stay for the night as it was 30 degrees outside. My boyfriend planned to see the Stanley Hotel that night, but felt we should go back to the room. I said screw it, we should go and not let circumstances ruin our last evening. We arrived back three hours later, to a space heater in the room on its highest setting at 80 degrees- fire hazard much? I thought it was weird they had acknowledged the issue without actually speaking to us or letting us know of their solution. Everything was ice cold to the touch- sheets, our clothes, everything. We layered up and tried to fall asleep. Needless to say the heater took hours to work. When we woke up the room was an adequate temperature, however it was nowhere near to what we would consider comfortable. At this point my boyfriend is sick.
Saturday morning he thought I should talk to the front desk about our stay and see if they could offer some sort of compensation. Jessika was completely argumentative & Instead of acknowledging what happened and apologizing, I was met with hostility. She said they had received a flood of emergency calls the prior evening and she had called everyone and left voicemails. A true blatant LIE. I never received a call, and I would have known as I was constantly checking all evening. She then changes her tune after hearing that and said she texted me. I wrongly told her I had never gotten her texts, however I later realized that her messages were sent to an unknown senders tab on my iPhone that I didn't know existed. Her texts (below) were sent at 9:46 and one at 10:19 stating that her husband put a space heater in the room and they would fix the heater tomorrow after we left, acknowledging the heater in the room was broken. I'm not sure how that would have helped US, but I would rather have had it fixed that evening, especially since we called at 8:20 and were out of the room for 3 hours. I would have appreciated a phone call as we were supposed to get... or even a heads up that I should be looking for a text and maybe we could have figured out the tab sooner?
I then move on saying, the room was extremely cold that night and she counters saying the heater should have worked as it has worked in her office in the past. I told her as much as I appreciated their quick solution, it unfortunately did not work for the majority of the evening. Her response -"I'm sorry you didn't think that it worked for you." ... uhm.. thank you? No true sign of sympathy for our situation. I understand things happen and you might have been bombarded with calls, but that shouldn't be put on your customers or the quality of their stay. If it is, as it was for us, something should be done to make the situation right. We're not out trying to scheme money, but we truly had something significantly defected with the room. Despite freezing our butts off the entire time, we were ok with the rest- up until my encounter with Jessika.
She ends by angrily saying she will have to call the owner about the situation and I ask what time can I expect a call. She said "well we close at 6 so before then." Nice and vague, awesome. I then ask what the owners name was just in case I wanted to call back and speak with them, she says she's not going to give me that information. Extremely weird and rude? I go on yelp and guess what! There's the business owner commenting on reviews with his name for all the internet to see. Well shocker, we never received a call from her. I tried calling and emailing and finally received this sarcastic, unprofessional message attached. I'm truly astounded that a business would operate/lie this way. They take no accountability for their shortcomings, no moral fiber. I figured our experience should weigh in when choosing a place to stay in Estes. If you care about being treated with respect by honest people, look elsewhere. read more