Like CCHunt, I was also all set up to love this place and have a wonderful stay. Also like CCHunt, I have had to wait a few days to write this review because I was so upset about my stay.
We are Montanans who are frequently in this area for skiing. Typically we stay with family. However, this weekend, we decided to stay in a hotel as a "treat" and also to be closer to Discovery Ski Area, where our kids had a ski race.
Well, problems started when my husband arrived tried to find our accommodations. He arrived at about 530 pm on Friday, and was surprised that no-one was in attendance at the front desk. He did find an envelope with the keys, and was trying to find our place (which was in a separate cottage behind the hotel.) He had a hard time. He called to main number and reached Sue, the owner. His feeling was that she seemed "irritated and condescending" with his questions.
Well, we let it go & went out to dinner. When we got home, we were planning out the next morning. I was looking at the "Miners Snug" folder, and saw that it said that a "Deluxe Continental Breakfast is provided" but that the time was 8 - 9 am, which was too late for us. So I called the main number to see if we could grab a bowl of cereal or something before 8 am.
Well that is where things got unbelievably ugly. When I posed this question to Sue, she was absolutely indignant. Didn't I understand that I was in a "self sufficency unit" and so breakfast was not provided?! (In a very irritated and condescending manner). When I pointed out that the folder that was in my very accommodation SAID that breakfast was provided, she still went on about how I should have known better.
At this point, I was getting mad. Between my husband's report, and this interaction, I was really feeling like her attitude towards customers was appalling. I thought I should let her know that this whole exchange would be posted on Trip Advisor. When I did that, she got even more angry, and accused me of "threatening her". She also said something about calling Trip Advisor herself about me - now who is threatening who? Later in the conversation she also called me "vindictive" because of the Trip Advisor issue. I repeated both of these statements to her (i.e. "Are you calling me threatening?", "Are you saying that I am being vindictive?") - and she confirmed. My family was listening to the whole exchange with utter disbelief.
At the end of our very painful 15 minute conversation, she did agree to feed my kids a simple breakfast "if they could be quiet" before we left for the race.
Needless to say, we got our own groceries instead and did not venture near the main hotel.
To be fair, Sue did offer to feed the kids on Sunday morning as well.
She also took $20 off our our bill. I assume that this was because of the ugly conversation on Friday evening, but did not confirm such. I was really trying to avoid any further direct interaction with Sue.
Again, to be fair, the accommodations themselves were lovely. We stayed in the Miners Snug, a very cute 2 bedroom 1 bathroom home located a block behind the hotel itself. Decor was cheerful, kitchen was well appointed. The residential street it is on is nice & quiet. No complaints at all.
However, my exchange with Sue on Friday night was so unbelievably unpleasant that it really ruined our stay. It was so extremely far from what I hold to be basic tenets of customer service - what happened to "the customer is always right"? - that I cannot in good faith recommend this hotel to anyone. We will certainly never return.
- 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