We selected this location based on its top ranking on TripAdvisor and the fact that it has an indoor pool with a slide (a little treat while road tripping with small children).
The place is clean & has a relatively new feel--a seemingly great value for $80. Here's the wrinkle that other reviewers likely did not experience--the staff is NOT trained to handle holiday traveling families. This is Amarillo, so occupancy may either typically (i) be low or (ii) be made up of adults in town for a particular reason.
So, here we are the day after Christmas with our two small boys on a road-trip on our way into Colorado. We show up at 7pm, only one guy behind the desk on the phone and it's 17 degrees F outside. As we patiently wait to be checked in, a line forms behind us, triggering the automatic doors & blowing frigid air into the lobby. My boys start to complain, of course because that's what kids do, but I expected the guy to either get off the phone and start checking us in or to get someone else in the back to check us in (its not like we rolled in at 1am). We eventually check in and are told the pool is a zoo--ok, so what, we shouldn't take our boys there?
Of course we check out the pool and what's making it a zoo is the fact that the warm pool and outside cold air has created a fog in the pool room giving only about 10 feet of visibility. The staff has a door to the outside propped open blowing in 17 degree air in an attempt to defog the place. Can you imagine how cold they've gotten the air, making the place even foggier as the pool and hot tub give off heat?
We go over to the slide and are told my boys need a wristband after I sign a liability waiver at the front desk. Ok, I'm an attorney, makes sense, but we couldn't have received this information when we checked in and talked specifically about the pool? We go back to the front desk, but now in swimming shorts and t-shirts, wait again in line as the automatic doors to the lobby continually open and close and get our wristbands, only good for one night apparently because the slide won't be open in the morning. Ok, whatever.
Next morning, we go down for breakfast and talk about a ZOO!! The place is packed. Ok--to be expected for complimentary breakfast available to traveling families on holiday. However, the confusion was staff created. One sign says please wait to be seated, another says seat yourself. We wait, and wait. When someone finally acknowledges the 50 people waiting to be seated, we're happy to find there is no food at all. There is a mob mentality at play and as soon as an item is brought out, like pancakes, the person closest to the item grabs all of them. Literally, all if them. The staff looks on. We take a table and wait for more food to be brought out to the buffet. 20 minutes go by, a staff member asks if we're ok and I reply we will be when we can get food without having to elbow people out of the way for it. She responds, "we'll breakfast is almost over, there may not be any more food". Really?! Wait an hour and get a flippant response line that?
When it dawns in me that I'm not so cheap as to deprive my family of a $10 breakfast at McDonalds, we leave. As I'm checking out, I mention the place is a zoo and the staff member checking me out gives me a look like "what do you expect? Y'all are a pack of animals".
Guys, we're not guests in your house! We're travelers who are paying you for a nice place to stay in Amarillo, for crying out loud, on our way to a more desirable vacation destination. You need to learn how to manage the high-class problem of being busy during the holidays. If you treat it like a burden, your ranking on Tripadvisor will rightly fall.