Just returned from a girls weekend in Montana, where we stayed at the Broadway Hotel. We stayed in the small cottage behind the hotel, which we thought was going to be great. It's a really cute cottage, and a great value for what you get (two bedrooms, bathroom, full kitchen). However, if you plan to stay, make sure you ask if your room is pet-friendly. I do not have allergies, so I never think to ask, but two of the women I was with have severe allergies to pet dander. The first night we were there, we spent much of the time outside and in the kitchen area (where there isn't any upholstry or fabric), so it wasn't until the morning and we woke up that the women noticed their runny noses, burning lungs and watery eyes. We went to speak with the hotel owner about the situation, to which she replied that she was sorry but she couldn't do anything about it. She explained that the two ladies would have to stay in another hotel. She did help them find another hotel, which we then had to pay for as well. The remaining friend and I decided to stay at The Broadway, but obviously did not need to stay in the big cottage anymore, and although there was an open room, she did not let us move to it, saying that she would not be able to rent out the cottage for that evening if we moved.
Now, I am a business owner myself, and I realize that you need to have clear policies for people, otherwise you would get taken advantage of. However, situations do arise that are simply unfortunate situations, and result from miscommunication. I realize that we should have asked ahead of time about the pet policy, but as the business owner, you always have the power to help rectify a situation. She could have said "I'm so sorry, I can't refund the larger cottage, but I can help you cover the difference to stay in another room", or "I'm so sorry this happened, and we would love you to come back, so let me refund you this room tonight", or even, "I'm sorry, lets let you switch rooms and we'll split the difference".
If I ran my business in this way, I wouldn't have a business. Word of mouth, in addition to customer service are two of the biggest things we stress to our staff, and we bend over backwards to keep people happy, which in turn, gives us a healthy bottom line.
My two friends ended up staying down the road at the Kaiser Hotel, which was great. If we return to Philipsburg (which was a really fun little town), that is where we will be staying.
- Official Description (provided by the hotel):
- Located in the heart of Historic Philipsburg, MT The Broadway Hotel is your elegant, yet cozy, headquarters for anything you want to do in the glorious Rocky Mountains of Montana. Totally restored in 2003, The Broadway offers you modern comfort and convenience in an historic building that dates from 1890. In addition to a large guest lounge/conference center and coffee bar, you will find nine beautifully appointed rooms that range from cozy Queens, spacious Kings and large suites complete with sitting rooms. A deluxe continental breakfast is provided for guests in the main hotel. For larger family groups The Broadway Hotel offers an off site 2 Queen bedroom cottage, The Miner's Snug which is great for families or groups. We also offer a romantic off site 1 full-bedroom apartment The Granite-Hide-Away. Both of these units are self-sufficient. ... more less
- Also Known As:
- Broadway Hotel Philipsburg