We spent two nights at the Best Western Durango Inn & Suites and things did not get off to a good start. As we are a family of six, we thought we had found a great solution, with a 2 bedroom suite that had a king bed and 2 queen beds. Upon arrival however, we discovered that the particular suite style had a very odd setup: with a separate room with a door for the 2 beds, the king bed in a corner with a weird mirror and bath counter setup in a room with no doors and a cramped living space area. The suite design was awful. Not exactly the picture we saw from the website. But for two nights, that was livable. However, the bathroom had an awful mildew/urine/sewer smell that required each room in the suite to have an air freshener running. We were not happy.
When we requested another suite, it took nearly 40 minutes to get moved to another suite. Instead of just accommodating us, they insisted on arguing with us and wanting to inspect it themselves. They had a larger suite with two kings available, but did not want to give it to us, as it was more expensive. Instead, after finally inspecting the room, they offered a two queen suite (that was like the picture on the site). We lost a real bed, but at least the sofa bed fit two kids. And oddly, no smell or air fresheners running in this room. It was much better.
Breakfast in the morning was a pleasant surprise. One of the better ones we experienced on our trip. They had a good variety and it was kept very clean, with lots of seating inside and out. It worked out well with our kids. It made for an enjoyable start to our day.
But despite a pleasant breakfast experience, the emphasis on making the customer happy was lacking. And at a Best Western, to some degree, that is to be expected. But it was still disappointing. After driving for several hours, the last thing we want to do is sit around and wait for someone to come "inspect the smell." Next time we come back to Durango, we will definitely choose one of the other hotels nearby.
Don't choose the 2 BR suite with 1 King and 2 queens. You won't be happy!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Your excellent input is greatly appreciated. We regret you were mislead regarding the "Family Suite." It is one of our most popular suites among our returning family guests but can certainly understand your disappointment. Where the suite has a separate bedroom, with two queen beds, and 1 queen bed, in a semi-private room, it is surely not for everyone. and we would agree, has an unusual layout. It is located in an awkward area, and really does not receive much natural light. We will work harder to be sure our future guests understanding of the accommodations are clear. Indeed, what is most concerning is the customer service aspect of your experience. We are known for our outstanding customer service and we fell short in this instance. I was aware that there was a struggle trying to find alternate accommodations for you given the high season and lack of available inventory, however I was not aware how poorly it was handled. Our apologies. This is not our usual operation or service standard. We hope you will reconsider staying with us again and look forward to the opportunity to be of service. Again, our apologies.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.