First off, the rooms advertised are not what you get. The room I chose from the web site was nothing like what I got. I had reserved the King Suit on the river at $149 a night. The photo shows a nice room with decent furnishings. The room I put in was run down and dirty and smelled like cat pee. I did bring my pet and have stayed in many pet rooms, but they were always clean and didn't smell. When I complained the girl at the desk said they were completely sold out from walk ins. I insisted she move me. After 5 or 6 calls to the front desk she does offer another room. That room was worse!!! The cat pee in the carpet was so bad it was burning my eyes. I'm very allergic to cats, even my dog was grossed out. She backed into a corner sniffing the air. Again I called the front desk, was told the same story - no rooms, so she put me back in the first room. Every time I spoke with the girl at the desk she was rude and out n out snotty. Back in the first room I got on the Shilo Inn Bend's website and there were rooms available. I called the front desk. She told me she would not move me again. I was very upset as this was a business trip my company had paid for, so I told her I wanted a refund. She refused, told me there was no one to call. She hung up on me. I called back told her to call someone now and give me a refund immediately. The rooms were just uninhabitable period. Finally she calls the room, tells me she can give me a refund. By this time I've been there at least 2 hours trying to leave. I go to the office to get my cash deposit and pet fee refunded. She refused to give me the pet fee back! By the time I found another hotel - Marriott Town Suites great hotel - it was midnight. The next day I called the Shilo manager to complain about the rooms, the girl at the front desk and not being refunded the pet deposit. The manager said I should have got the pet fee back, but didn't bother to apologize about any of it. After my business meetings I went back to get the pet fee of $27.50 The same girl is behind the desk. She greets me with a huge fake smile. When I put my hand out to take the envelope from her she says, "Here's...Your...Pet...Fee" with as much sarcasm as possible and slaps the envelope in my hand. I told her she is a snotty little child without any manners and left. When I opened the envelope it had $27.25 not $27.50 That seemed very passive aggressive as she was the one to put the money in the envelope. I called the Shilo corporate customer service and spoke with a nice woman who apologized repeatedly for the condition of the hotel and the way I was treated. At least someone apologized!! The other reviewer Cjrv must be referring to the same girl I dealt with. What a terrible place! It's far beyond normal wear and tear. If you charge a pet fee then use it to clean the carpets. The hotel is practicing bait and switch with the web pictures and the actual rooms. I did speak with a very nice man who helped me move between rooms. He said he hears complaints from guests every day. He said he stopped relaying the complaints to the management because they just don't care. What is really comical are the rebuttals under all the reviews by the management claiming every thing is fine turning it around on the guest. Well here's what I'll say to you Mr. Manager your hotel is filthy and you know it, the front desk girl should be fired, and no matter what you say in your rebuttals to the reviews you haven't done one thing about any of it. I read back a couple years reviews, same bad hotel, different day. Oh and about the low rate you offer to our US Veterans, it is a disgrace to offer them any room in your hotel. They deserve better. Shame on you! BTW- I've posted pictures.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for taking the time to post your comments on Trip Advisor regarding your experience with the Shilo Inn Suites Hotel – Bend.
We regret that your room did not live up to your expectations and we were unable to provide you with suitable accommodations for you and your dog.
Please know that corrective actions have taken place where possible.
We truly appreciate your feedback and we hope to see you again so that you may experience true Shilo Hospitality & Excellence. If this is something you might consider, please contact us directly at firstname.lastname@example.org and our staff will assist you promptly.
Guest Services Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.