I booked this lodge a couple weeks in advance after looking for a few places around the train station. My husband and I were taking our two young children to see the Polar Express. We loved that it was in walking distance, and my husband wanted to support a local business. For us, we drove over 3 hours to go on the Polar Express. We arrived at the lodge an hour and a half early. Most hotels/motels will let you check in earlier than the listed check-in. The older woman at the front desk barely looked at me. I told her we had a reservation, which she verified. She informed me that check-in wasn't until 3:00, and the maids haven't released any of the rooms. But she treated me like I will not absolutely get checked in until 2:30, like that was a favor to me. Okay, fine. I went out to tell my husband, and found two kiddos that needed to use the restroom (as well as myself). I figured I am patronizing her business, she will let us use the restroom until she can check us in. No, absolutely not. No public restrooms. So refusing to help us out, or get off her rear and see if at least one room was ready was the last straw. She treated my husband and I like dirt. So back out the car I go with two kids. I sent my husband in for the third and final time to cancel. She informed us that unless she filled the room, she would charge the room anyway because it was within the 24-hour cancellation period. He said to go ahead and try, we'll file a dispute with the credit card company and she won't get paid anyway. We then went up the highway a bit and found a national chain hotel that would take us right away. Now that is customer service....and no, as of three days later, no charge on my card. You treat future clientele like dirt, expect a crappy review.
- Official Description (provided by the hotel):
- Small motel in downtown Durango. Clean, comfortable, reasonably priced! ... more less
- Reservation Options:
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- Also Known As:
- Durango Hotel Durango