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“Terrible Customer service” 2 of 5 stars
Review of BEST WESTERN Durango Inn & Suites

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BEST WESTERN Durango Inn & Suites
2.5 of 5 Hotel   |   21382 US Hwy 160 W, Durango, CO 81301-6857   |  
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Ranked #13 of 30 Hotels in Durango
Durango, CO, United States
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
“Terrible Customer service”
2 of 5 stars Reviewed December 17, 2013

I spoke with one lady on the phone and she was unwilling to help me. When I checked in the guy simply checked me in not friendly at all. When checking out the lady that checked me out acted like she was serving a prison sentence. The bed was very comfortable but there was snow and ice everywhere.

  • Stayed December 2013, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service

Review collected in partnership with Best Western

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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
goosealina, Manager at BEST WESTERN Durango Inn & Suites, responded to this review, December 23, 2013
We were extremely surprised to receive your customer service complaint. We are very sorry our front desk clerks were not friendly nor helpful. They are both some of our most seasoned and celebrated associates. In addition, we are known for our outstanding service and receive so many accolades, I am at a loss for what may have happened. We appreciate your time in letting us know had a challenge and extend our sincerest apologies. We will look into the situation immediately. We hope to see you again soon.
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282 reviews from our community

Traveler rating
    80
    113
    59
    16
    14
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109
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17
Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (40)
Date | Rating
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  • French first
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  • Japanese first
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English first
A TripAdvisor Member
5 of 5 stars Reviewed November 8, 2013

My visit to the area was to search for my husband who has been missing in Mesa Verde National park for several months. Under the circumstances my trip was still very pleasureable, the staff was very friendly and guenuinely concerned. They went above and beyond to make my stay as pleasant as posseble. Next time there is a search I will stay there again.

  • Stayed November 2013, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service

Review collected in partnership with Best Western

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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Saint Jacob, Illinois
Top Contributor
52 reviews 52 reviews
23 hotel reviews
Reviews in 37 cities Reviews in 37 cities
34 helpful votes 34 helpful votes
4 of 5 stars Reviewed October 28, 2013

Booked a room online for a great price!! My husband is retired military and Best Western seems to be one of the only hotel brands that gives the Government rate to retired military. Our room was a king suite which we got for a very reasonable price. The room was very nice and clean. Comfortable bed and pillows. Breakfast was very good although very crowded at the time we went down. There seemed to me to be a smell when I got near the couch, but my husband didn't seem to notice. And the furnace/air conditioning unit in the living room made a loud noise after being on a minute, but since there was also a unit in the bedroom area, we kept that one on for the night and were plenty warm. The hotel was within easy driving distance to downtown.

Stayed October 2013, traveled as a couple
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
goosealina, Manager at BEST WESTERN Durango Inn & Suites, responded to this review, October 30, 2013
Your review and input are greatly appreciated. We are glad you enjoyed your King Suite. The extra room is surely worth the price, no doubt! We apologize for the breakfast room being crowded. It seems like there is always about a 10-15 minute window each day where everyone is dining prior to making the train departure. Thanks for being patient! We hope to see you again soon.
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A TripAdvisor Member
5 of 5 stars Reviewed October 25, 2013

Accommendations were excellant! Very satisfied with the staff! They were very knowledeable with the area restaurants. Friendly staff. Room was very comfortable, surprized that there was a balcony. Will use this hotel the next time i am in the area.

  • Stayed October 2013, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service

Review collected in partnership with Best Western

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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
goosealina, Manager at BEST WESTERN Durango Inn & Suites, responded to this review, October 29, 2013
Thanks for submitting a review. We look forward to seeing you again. And THANK YOU for choosing to stay with us.
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Salt Lake City, Utah
Top Contributor
79 reviews 79 reviews
28 hotel reviews
Reviews in 41 cities Reviews in 41 cities
45 helpful votes 45 helpful votes
4 of 5 stars Reviewed October 23, 2013

Large clean room with all the usual amenities plus a refrigerator (no microwave). Nice tub as well as a shower. Comfortable beds and decent linens/towels. Better than average breakfast with cereals, breadstuffs, waffle maker, eggs and the like. Friendly, helpful staff. There's an adjacent Mexican restaurant if you don't want to drive into town for supper.

  • Stayed October 2013, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
goosealina, Manager at BEST WESTERN Durango Inn & Suites, responded to this review, October 29, 2013
Thank you for your review! But more important, thank you for choosing us. We appreciate your business. We look forward to seeing you again soon.
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Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
4 of 5 stars Reviewed October 23, 2013

Friendly staff. Clean and comfortable beds. Good breakfast selections, pretty much standard for all motels now. Only issue we had was that we were given a handicap accessible room which made the bathroom fixtures different than standard. Higher toilet, lower sink, shower with hand held spray.

  • Stayed October 2013, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service

Review collected in partnership with Best Western

Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
goosealina, Manager at BEST WESTERN Durango Inn & Suites, responded to this review, October 29, 2013
Thank you for your review. Because we are not able to tell the name of the specific reviewer on Tripadvisor, I am not able to speak to why you might have been assigned a handicap accessible room, but are glad, otherwise, that you enjoyed your stay. We hope to see you again soon! Thank you so much for choosing us.
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Heath, Texas, United States
Contributor
14 reviews 14 reviews
7 hotel reviews
Reviews in 7 cities Reviews in 7 cities
3 helpful votes 3 helpful votes
2 of 5 stars Reviewed October 18, 2013

This motel was clean looking and updated and the breakfast was very good. That is all I can say after the first night there. Because this is a motel you enter from the outside the people standing in the front below smoking drifted into our room if we opened it. The bed was so noisy, probably from a plastic cover on the mattress, and it was very firm so not to my preferences. Then in the morning when we got up and opened the bathroom door we had a terrible odor of sewer gas that was horrible. We used the vent and quickly got ready and left telling the front desk who assured us they would send someone to fix it. When we arrived back it smelled fresh so we stayed our scheduled second night only to be blasted with the foul smell again in the morning. At check out when we told them about it again the front desk attendant said that it must be a city problem and they were sorry. So no it was only in the bathroom an obvious leak in there not outside the room. So if you dare to stay don't take room 212. We will not return as we saw many newer hotels in the area.

  • Stayed September 2013, traveled as a couple
    • 2 of 5 stars Value
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
goosealina, Manager at BEST WESTERN Durango Inn & Suites, responded to this review, October 29, 2013
Gosh, we are so sorry to hear of your challenges during your stay with us. We apologize that other guests were congregating outside their rooms. It is a time of year that we welcome our hunter friends and often, so they can enjoy their smoking, they do pull chairs outside, tell hunting stories, and enjoy their "mancation!" We apologize this made any portion of your stay uncomfortable. We can see where this might be disruptive. In addition, we are sorry about the foul smell. Indeed, as someone sensitive to smells, this would turn me off as well. We have corrected the issue and regret we were not able to get that complete before your departure. Our sincerest apologies. Please do come and see us again.
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Additional Information about BEST WESTERN Durango Inn & Suites

Address: 21382 US Hwy 160 W, Durango, CO 81301-6857
Phone Number:
Location: United States > Colorado > Durango
Amenities:
Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Swimming Pool Wheelchair access
Hotel Style:
Ranked #13 of 30 Hotels in Durango
Price Range (Based on Average Rates): $
Hotel Class:2.5 star — BEST WESTERN Durango Inn & Suites 2.5*
Number of rooms: 71
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Also Known As:
Best Western Durango Hotel Durango
Best Western Durango Inn And Suites
Durango Best Western

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