We traveled to Wyoming for my grandfather's funeral. As is often the case, the death was unexpected and by the time we arrived we were exhausted. Traveling home, we were looking forward to a quiet night in a comfortable motel. Myself, my husband, and our three children crashed at 10:30 in a double room with a cot. At 11:30, a group of people loudly went running past our door. This was just the start--they were laughing loudly, girls were shrieking, doors were slamming every 5 minutes, elevator was in constant use ("ding".) At 12:00, I called the front desk. Completely unhelpful; "I can call the room, but I can't guarantee that they will be quiet. It's a newly wed couple." Actually, it was a party; at 12:30 I banged on our neighbor's door. They couldn't hear me for some time due to the din; when they finally opened the door marijuana smoke poured into the hall and every one of the group (at least 10 in that room) held a can of beer. I requested peace; the girl who opened the door rolled her eyes at me. After multiple calls to the front desk, we were told the best they could do was offer us a different room. Someone showed up at 1:a.m. with new room keys; we dressed, re-packed (even had dress clothes hanging in the closet) moved 3 sleeping children, two adults, a cot, and personal belongings to another floor. At this point I was so on edge that I didn't fall asleep until after 2:a.m. Next morning discovered that in the melee we had lost a contact case with contacts and a several hundred dollar tube of a prescription topical cream. Found the contacts in the old room, found the cream smashed in the hallway. At breakfast, one party goer proudly displayed his half-empty whiskey bottle on his table, another shared the name of the pizza place that would deliver at 2:a.m. with the girl at the front desk. We missed our Sunday morning plans, limped home trading drivers every hour in order to keep from falling asleep at the wheel. The fact that our money was refunded did not compensate for the experience.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your review of your stay at our hotel. We always appreciate hearing from our guests. I understand that the noise was an issue during your time with us. We strive to have additional overnight managers available during high traffic periods to assure the comfort and safety of our guests, but I’m sorry that your sleep was interrupted. We sincerely apologize for the lack of customer service you received and invite you to contact me directly at Chris.Klemt@hilton.com.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.