After arriving late in Durango from Mesa Verde, we decided to stop at the HI Hotel and Suites in town. While the hotel was very nicely appointed (five months old) and the front desk personnel were pleasant, the attached restaurant (The Sporting News Bar and Grill) was quite poor.
Upon arrival at the hotel (and after a long day of travel), my wife decided to take "advantage" of the on-site restaurant while I started the check in process. Unfortunately, there was no restaurant staff present to greet customers and my wife had to physically track down a waitress. After finding a waitress and placing an order, the waitress suggested that we could have the food delivered to the room. As my wife did not know the room number, the waitress instructed my wife to call the restaurant after arriving in the room. Upon entering the room, my wife called the restaurant as instructed and a gentleman answered the phone who was completely clueless as to our order and asked my wife to hold. After 7 minutes of waiting for someone to come back to the phone, I told my wife to hang up and I would go down to the restaurant. After arriving downstairs to the restaurant, the staff still did not have a record of our order and then informed me that the requested item (pepperoni pizza) was no longer available. I then placed an order for a different item. After several MORE trips downstairs to check on the order, the items FINALLY arrived via room service 1.5 hours after initial check in (and overpriced at $43 for a pizza, chicken tenders and a salad).
To top things off, this hotel does not have a standard breakfast as almost all other HI hotels do within the network (FYI...I'm a Priority Club member who stays in a lot of HI properties each year so I know). Rather, you're forced to eat (and pay for an overpriced) breakfast at the aforementioned on site restaurant which wasn't going to happen given a $175 rate for the hotel and a $43 "dinner" the night before.
Frankly, if you're going to be staying in Durango for the Durango-Silverton Train, we'd recommend that you stay in the HI Express located in Farmington, NM (about 1 hour South of Durango). You'll save AT LEAST $75 per night and can stay in a nice (and new) HI Express hotel which actually has a standard HI Express breakfast (hot).
A word to the wise.....Durango hotels are WAY overpriced, especially considering the nice and new options that are only 1 hour away to the South in Farmington, NM. A brand new hotel was being built beside the HI Express in Farmington as an FYI and Three Rivers Brewery and Restaurant in Farmington, NM is recommended as well.
My ratings include the hotel + the restaurant as they are linked (and unfortunate for the hotel).
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for your review. Guest satisfaction is one of our many goals and I am disappointed that our staff and restaurant did not meet your expectations. While it may be true that breakfast is not complimentary with every rate (like the Holiday Inn Express's) we do serve breakfast in our restaurant. We do have special rates which includes breakfast that you can also avail. Your comments have been taken very seriously and have been shared with the Management Team, in order to help us improve further the service that we have to offer.
Thank you again for your comments, we look forward to serving you in the future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.