My wife already left her 2 cents, but I decided to contribute as well, to flesh things out a bit. We arrived to SCL at about 2:50pm, after driving from Sheridan, WY. We were told, by an indifferent front desk employee that the room would be ready in about 20 minutes, and we were welcome to wait in the lobby. No big deal, check in was 3pm, so we weren't sweating it at that point. 30 minutes roll by, with no word. Another family was also waiting, and they had arrived before us... their patience (for obvious reasons) ran out prior to ours, so they approached the front desk to check again. They were asked what the name on the reservation was... for me, that's strike one- it was the same employee they had originally checked with (they confirmed this), and they were the only other family in the lobby. So, they had been waiting there for at least 45 minutes by that point, and the front desk folks couldn't even be bothered to remember their name? It's a small thing, granted, but kind of insulting to be left in the lobby (mere feet from the front desk) for close to an hour, only to be greeted with: "who are you again?" It indicates, as I said, indifference. They were finally told their room would be ready in 5 or 10 minutes, and in this case, that was true- they were able to check in soon after, but it was evident they were pretty frustrated.
So, another 10 minutes or so pass, and I decide to check with the front desk folks, as we were clearly past "20 minutes" (it was now past 3:30p). By this time, the original front desk employee had clocked out and bailed, leaving another gentleman up there- when I checked with him, he again asked what name my reservation was under, even though he had been at the front desk the entire time. After checking with housekeeping, he said another 5-10 minutes... I didn't even receive an apology at that time, and though he was relatively friendly, a simple "sorry for the wait" would have gone a long way... A few more minutes elapse, and my wife decides to ask for any clean room (it was a long drive, we were tired and hungry, and we'd be sitting there for almost an hour). She's a former hotel manager, and it's pretty common practice after that much time to simply upgrade the guest to any clean, unsold room; unfortunately, he wasn't "authorized" to do so... we should have left at that point, as every interaction (all of which were initiated by us. Not once were we engaged by the staff as we sat for an hour in the lobby, steps from the front desk) had been met with indifference and lack of concern. We stuck it out though, and when our room was finally ready, we were disappointed to find stained carpets, dust, and hair on the floor of the bathroom. The hallway was also really dirty, apparently having not been vacuumed in quite a while (not to mention numerous carpet stains).
So, all in all, a crummy experience. The especially frustrating part is that it didn't have to be this way. Basic customer service would have gone a long way... both my wife and I have spent years in the Hospitality/Service Industries (from housekeeping to banquets), and there were a few very simple things they could have done:
1. From the beginning, a little more warmth would have been fantastic. Indifferent, sullen employees in positions with a lot of customer interaction is a recipe for disaster.
2. Also, start with more info, and be ready to engage and apologize as necessary. If we had been told from the beginning: "Hi folks- I'm sorry, we have a hotel full of check outs to flip and we're running a little behind. We'd be happy to hold your luggage while you go get something to eat, or perhaps visit the brewery directly across the street. We can call your cell when your room is ready, and we do apologize for the delay", everything would have been fine. Seriously, if they had started with that, we would have probably not even noticed the dirty floors, crummy pillows, and poorly placed TV's. IT'S SO SIMPLE, BUT THEY BLEW IT!
3. Upon checkout, ask us how the stay was. We were disappointed to see that it was the same disinterested employee at the front desk when we checked out, and it seemed obvious that she just wanted to get us on our way. It's elementary to ask every guest how the stay was, but she couldn't be bothered. So, after our card had been charged (and, one positive note, the room was inexpensive), I had to bring up our concerns. I'm a really polite guy (years of service industry help with this, I think), so there was no rudeness or yelling, just a clear expression of our frustration for what we felt was poor service. Again, we were met with an insincere "Sorry about that". That was it... so, it started poorly and ended poorly. Bad first and final impressions...
Finally, I feel I have to mention this: in a prominent display case, they offer gift packs of Rush Limbaugh's "Two if by Tea" Iced Tea. This certainly indicates a strong political bent, and it's one I'm not afraid to say I don't agree with. I recognize that for many of you, this may be a strong motivator to visit this bastion of conservatism, but for the rest of you, the ones not comfortable with Rush's brand of confrontational sexism/racism/homophobia, perhaps this will be reason enough to spend your money elsewhere. As I'm sure Rush would understand, we'll just let the magic of the free market decide the success or failure of this establishment...
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.