We stayed here during the high school pulled backstate volleyball championships.
-It was extremely close to the Casper Events Center where the tournament was held. Very convenient.
-We had large group with several small children. The pool was great for kids and families. Fun slides and water cannons.
-The first night we were there, we hung out by the pool most of the evening. The kids swam. We ordered food. And suddenly, when the food was brought out to us we were informed by one girl on the staff that we couldn't sit there because there was a birthday party going on. We questioned her and she rudley kicked us out. There was nothing reserved and there were no private parties... just another group enjoying the space as we were. We ended up taking all of our kids and food over to the restaurant where management did apologize and comped our meal. They knew exactly who we were talking about and promised they were going to take care of her as she had been an ongoing problem. OK fine.
-The food... just bad. Overcooked, overpriced. The breakfast buffet is $9 for powered eggs and dried out home fries. Ridiculous.
- Smells and noise from constant construction. Several rooms in our hallway were being sanded, painted, spackled, etc and the fumes were horrible, not to mention the noise and the dust from the construction as well.
-The air system in our room was LOUD. And I mean high pitched, rusty fan, SCREECHING, WHISTLING LOUD. We tried the air/fan at every different level and it was constant. So it ended up being very hot and uncomfortable in our room because we could not sleep with the air on. We couldn't even hear the TV or hold a conversation, that's how loud it was. Staff said there was "nothing they could do."
-The first night, we got to our room, pulled back our covers to go to sleep, and we're horrifed. The bed was filled with huge dirt clots. As if somebody had slept in their work boots the night before. We pulled back to covers all the way and there was a crumbled up receipt in the bed, along with more dirt and mud. It was obvious our sheets had not been changed from the last guest. We called the front desk and asked that they please send someone down to make our beds with clean sheets. After a few groans and sighs as we had obviously inconvenienced him with this request, he said he would send someone down. About an hour later, someone finally showed up. She comes in questioning why we need the sheets changed and AFTER we show her the mess in the bed she agrees to go get new sheets... 15 minutes later she shows up, now with clean linens. She begins making the bed, putting sheets on sideways/backwards and complaining that each one must be "defective" as she continues to stuff them into/onto the bed. We didn't even care how the bed looked at this point. We just wanted to go to bed on clean sheets. She finishes up the first bed and goes to walk out. We ask about the second bed and we another round of questions as to why we need that bed changed too. We state that since this bed obviously wasn't changed, then I highly doubt that one was either. She leaves and another 15 minutes goes by before she shows back up with clean linens for the second bed. She then starts making the second bed, complaining the whole time that she's not even from housekeepinh. She's a driver for the hotel who said she'd come do this because she didn't want to drive a group of drunk guests to the bar. Great. Whatever. So she finishes the second bed and goes to walk out when we ask about new pillowcases, which still had not been brought. "You want new pillowcases too!?" Um. Yes. Is that a serious question? Another 20 minutes goes by before she comes back with clean pillowcases which she just hands me and then walks away. Rude again, but just wanted to go to sleep as it was now past midnight and my 2-year old was throwing a fit. We put new cases on the pillows and finally lay down which is when we turned on the air mentioned above. Exhausted to do anything about it or argue after the front desk told us there was nothing they could do, we just turned it off and went to sleep as we had to get an early start the next morning.
We will not be staying here ever again, and would not recommend it to anyone else. The pool area was great for the kids but other than that it was filthy dirty, the staff was rude, and we were just overwhelmingly disappointed by our experience.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for taking the time to review our hotel. First, I would like to say I am very happy that you enjoyed our location and pool area for the children. We do find that many families thoroughly enjoy our little water play land! Second, I want to sincerely apologize for the issues you had during your stay with us. The staff member you first mentioned has been dealt with accordingly so I can assure you that will not be a issue in the future. Our general manager, whom comp'd your meal, has been made aware of your review so that she can immediately fix them. I have also given a copy to the head chef so he is also aware of issue you had with your food. I am not sure where your room was located, but currently we have only had construction on the sixth floor, which we have blocked off to all guests, and in our fitness room on the first floor. We haven't received any other complaints so far as to our ongoing construction, so if you wouldn't mind either calling (307-266-6000 ext 658) or emailing me (email@example.com) I would greatly appreciate it so that I can track down this problem! The staff will be reprimanded for saying there was "nothing they could do" and I will send maintenance to that room immediately when I hear from you or have them go check all the rooms.
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Please know that the head housekeeper has been made aware of the issue you had with your room on the first night being dirty. The lady who came up to make your beds has already been spoken with about her behavior. Overall I am very sorry we were unable to meet your needs during your stay in all aspects. I hope that you come back and stay with us again so that we have a second chance to prove that we are able to accommodate you and your family to your satisfaction! With the complete renovation we are in the middle of, our hotel will be almost like brand new by March 1st!! All of these issues will be taken care of immediately to assure that they do not happen again. Please do not hesitate to contact me personally for any future reservations or needs! I hope we see you again soon.
Front Office Manager
307-266-6000 ext 658
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.