I would not stay here again. Here's our story:
When we arrived at the Red Sands, we were notified that our King Room was not pet friendly (I am fairly certain I booked a pet friendly room, and noted on our reservation that we had a dog, but maybe not). We were moved to a 2 Queen room of the same rate class. This seemed reasonable. The rooms are newly renovated and very nice. Beds are great.
The room we were put in had an AC unit that was not working well, and made loud banging noises every time the compressor turned off. We arrived late and were too exhausted to try to move rooms this late in the day. We were visiting in the peak of summer heat, so AC was vital. This banging sound not only woke me and my wife up every time, it also scared the crap out of our two year old daughter and she woke up crying all through the night. We got zero sleep.
I called the front desk in the morning and explained the situation. It was clear the employee I spoke with was not trained in customer service. No apology. No offer to make it right. It took multiple conversations to get a new room as we were told no maintenance personnel would be working on this day. We went for a hike, and returned to the Red Sands to pack up our room. We were only staying two nights, so packing everything up again after night one was already a huge bummer, along with the total lack of empathy or customer service. While packing up, I hear a knock on our door. I open to find a guy with no mask (pandemic anyone?) and a tank top accompanied by a woman kind of hiding to the side of him. He launches into a story about how the AC units are connected to a central system and the unit was set too low for an extended period of time and probably froze. In other words, blaming the AC issue on me. The lowest we set the temperature was 69 degrees, and we only did this because the AC wasn't turning on at all at any temp above 70. It was ridiculous. I told him, no way the AC was off when we arrived, an the banging sound was happening from the beginning. "There's a banging sound?" he says. Clearly the first he'd heard a description of the actual issue. And it was also clear these two were unaware that we'd already been issued keys to a new room. I explained this all to them, and they left tail between their legs.
So we pack everything up and move to a new room. We're grumpy, exhausted, bummed out. We've been offered nothing to make it right, outside of being accused of breaking the AC.
We ate at the restaurant on site. Our waiter was very courteous, and provided great service. Although at one point I'm fairly certain I saw the bartender put a straw in my wife's bloody mary, drink out of the bottom (if you have worked in a restaurant, bartenders often do this to taste their mix without mixing their saliva with the drink. You put the straw in, plug the top with your finger, take the straw out with the bottom half full of liquid, and then drink from the bottom of the straw, then throw out the straw). He did this once, drank from the bottom, then did it again! So the end he just had in his mouth went back into my wife's bloody mary. Pandemic anyone!!? This guy of course was not wearing a mask either. Absurd. The waiter was really the only single person we interacted with who provided good customer service. He was a diamond in the rough.
With a big day of driving the next day, we figured we better get a second adjoining room. Thankfully it was available. The same front desk guy we'd now spoken to 5-6 times while negotiating our room move had a brilliant opportunity here to offer us something to make it right. Fail. We pressed him to give us a discount on the second room, and he offered the military discount which saved us a whopping $6 off the $150 room. Genius.
I wish we had stayed anywhere else in Torrey, UT but here. While the newly remodeled rooms are nice, the staff is poorly trained, doesn't care about their guests, and the covid compliance is inconsistently followed (the maids are wearing masks in the interior hallways, but I often saw them pulled down and not being used until they saw someone coming).
Overall, a very frustrating and disappointing stop on our road trip. We understand AC units break sometimes and occasionally you get bad luck on these, but you do expect a hotel to provide service and make it right (free coffee, breakfast, something). The staff here simpley does not understand the basics of hospitality. read more