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Best Western Dinosaur Valley Inn & Suites
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Reviews (322)
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All reviewsdinosaur valleybest westernsfree popcornhot tubkiddie poolexpo centerkoi pondwafflesregular poolvery nice hotelgreat pool arearocking chairsking roomclean roomsgreat place to staystate parkdog show
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Reviewed April 18, 2013

Let me begin by highlighting the PROS of this hotel for families with small children:
- lovely pond by the pool where kids can feed the fish
- free popcorn in the afternoons (my kids LOVED this!)
- coloring pages and crayons available for your child to create artwork (which they frame and put on the wall right away so it can be admired)
- close to all the Glen Rose attractions
- free breakfast (about as good as any other hotel with free breakfast)

And the CONS:
- "year round" pool (as advertised) is actually NOT heated and was too frigid to enjoy mid-March
- slightly outdated hotel, but not bad

I will explain the following situation that our family encountered with the owner of this hotel not out of spite or bitterness (as you can see above, I do believe that this hotel has some positive and unique amenities), but only to warn families that should they encounter any problem or mishap at this hotel, the attitude of the management is focused on the business side of the hotel (to absurdly unrational measures) and unfortunately, not customer service. The risk may be worth it to you. For me, I will never stay at any Best Western hotel ever again. If you are staying in Glen Rose, there are other hotels of similar quality for similar (or even better) pricing.

Here's what happened:
1. We made an online reservation for 2 nights for a 2-bedroom suite.
2. We stayed the first night, no problems.
3. The next morning we went to the Fossil Rim and returned to the hotel at 2 pm.
4. We walked into our room, which was being cleaned by housekeeping. We noticed all of our belongings were gone. Housekeeping staff said the guests in that room checked out. We said WE are the guests of this room.
5. We went downstairs to the front desk to figure out the problem.
6. The lady behind the desk yelled behind her, "Oh, the family from room 203 is here!"
7. A man wheeled out 4 massive garbage bags (filled with our belongings) from behind the front desk, labeled "room 203," and said, "Here you go."
8. My husband said, "Now wait a minute. Are we getting kicked out of the hotel for some reason?"
9. The lady behind the desk yelled, "Mr. [--]," at which point Mr. [--], the owner and manager of the hotel appeared.
10. Mr. [--] said someone called the day before and changed our reservation from a 2-night stay to a 1-night stay, so we were supposed to be checked out by 1 pm.
11. We insisted that we did not make that phone call.
12. He insisted that we must have made that phone call. He said that he called our cell phone at 1:05 pm (a call we did not receive, as we had no cell coverage at Fossil Rim) and gave us a deadline of 1:30 pm to remove our things or they would be removed for us. Since we did not respond by 1:30, he entered our room with a witness and packed up for us. In addition, he made a 3-page inventory that detailed all of our belongings.
13. We insisted that we had NOT changed our reservation.
12. He insisted that yes we had. No one else would've had our reservation number and last name (2 items of information needed to change a reservation).
13. We said this was the first time that any manager of a hotel had dumped our belongings (and those of our 4 children) in garbage bags after only 25-minute notice.
14. He said he suspected there was an error when he saw all of our things in the room. So he saved a room for us just in case.
15. We took the room. (The rest of Glen Rose was sold out since it was Friday night of Spring Break.)
16. We spent the next 2 hours emptying the garbage bags and trying to find all of our things in the mess. (Mr. [--] had dumped clothing, bathroom supplies, makeup, baby food, etc. haphazardly in the bags.) Come to think of it, there's a pair of nail clippers that I never found . . .

So in a nutshell, our experience at Best Western Dinosaur Valley Inn can be summarized as this: We got downgraded from a suite to a regular room (even though we had a prior reservation) and had all our stuff dumped in trash bags. Lovely.

The problem with our experience was not that a reservation error occurred. Such an error could happen at any hotel. The problem was how Mr. [--] handled the error. Not once did he apologize - for ruining a day of our vacation, for delivering our belongings in trash bags at the front desk, for the invasion of our privacy as he and his assistant entered our room and picked up all of our things, for only giving us 25 minutes to return to the hotel (even if we HAD received the message). What did Mr. [--] do? He argued and argued and argued with us at the front desk. We are frequent travelers in this family, and we were completely dumbfounded.

Like I said, if all goes well with your reservation at this hotel, I think you will have an average experience. However, if a hotel worker accidently changes your reservation, you may end up feeling like you got evicted from your own hotel room, which makes for an unpleasant vacation. If I were you, I'd stay somewhere else.

  • Stayed: March 2013, traveled with family
    • Service
4  Thank 756LB
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
DinoValley, General Manager at Best Western Dinosaur Valley Inn & Suites, responded to this reviewResponded April 29, 2013

The hotel followed industry standard protocol of changing a reservation followed by a phone call after verification of the conformation number. The guest SIGNED the registration card at check-in and also initialed by the changed check out date. The room was free for any one else to reserve and another guest reserved it online- the room was not sold by the hotel to some one else- it was booked online by another guest after this reservation was changed to one night- so the hotel didn't have any intention to kick them out and put some one else in that room. We had to have that room cleaned by check in time (3 pm) so after leaving them 2 messages one at 1 pm, other at 2 pm, we had to collect their personal belongings to be able to clean the room at 2:30 pm- so we gave them plenty of time and tried to contact them- not just a 25 minutes notice as she claims. This was done in presence of a witness. The hotel had only one room left to sell that evening and we kept it by letting 4 walk-ins go away thinking that they still might need a room for one more night since they left their stuff in the room. The rate on that room was $126 but we discounted it heavily and offered it to them for just $89 and they took it. We are an award winning hotel in quality and customer care for many years now, she should have been able to see that from this. She conveniently forgot to mention this in her long explanation. Also, she did not mention that an older gentle man in her party was loudly yelling at me and my front office manager in the lobby and got to a point of abusing us by telling us liars and (I don't find it appropriate to put the other words in this review). I'm amazed that all they tried to do was putting the blame on the hotel and didn't even bothered to think that who and how got their confirmation number prior to their arrival- even though we didn't have to, we accommodated them for one more night after taking the abuse from her family. She called Best Western corporate customer care and said the same things but, when we said we have a documented proof signed by them for only one night stay - they didn't hear back from her. It is unfortunate that such travelers get away with misrepresenting hotels, abusing hotel staff for no fault of theirs, go online and post half true reviews and attempt to tarnish hotel's reputation. We take pride in our award winning customer service and our track record speaks for itself.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 8, 2013

I stayed here for work and found the staff very friendly and the hotel quiet. Bed was just OK and the shower had great flow and clean. My check in was quick and efficient. I needed a late check out and they where very accommodating. I will stay here again.

  • Stayed: April 2013
    • Location
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1  Thank Joseph C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
DinoValley, General Manager at Best Western Dinosaur Valley Inn & Suites, responded to this reviewResponded April 11, 2013

Dear Guest,

Thank you for sharing your experience with us. We are happy to know that you found our hotel accommodating and were pleased with our service. Feedback from our guests is very valuable to us. We hope to have an opportunity to serve you in the near future.

Thank you.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 21, 2013

We stayed in the two room, two bath suite so our family could all stay together. It was great to all be together. The staff was very courteous and accomodating. I would highly recommend this hotel to my friends and family.

  • Stayed: March 2013, traveled with family
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Review collected in partnership with Best Western
Thank Judy N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
DinoValley, General Manager at Best Western Dinosaur Valley Inn & Suites, responded to this reviewResponded March 26, 2013

Dear Guest,

Thank you for sharing your experience with us. We are happy to hear that you liked our accommodations, especially our 2 bedroom master suites that are designed for families like yours. We thank you for your appreciation of our customer service. We hope to see you again when you are in Glen Rose !

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Reviewed March 7, 2013

This was our 3rd stay at this hotel. We came to visit Glen Rose first time in 2010 and stayed at this hotel and fell in love with this place. Its remarkable how they have been able to maintain the place over the years. We didn't see any signs of ageing at all. Most of the people on their staff were the same people that were there during our visit last year, that is a sign of a good management and happy staff. The service was great as always. The big pool was heated just for the spring break ! My kids loved feeding the koi fish both mornings! A lot of unique touches like the dinosaur pictures gallery in the atrium, arcade games, koi pond, and of course the Texas shaped waffle that my kids loved making them self. This has been and I think it will remain our most preferred hotel to stay with family for years to come!

  • Stayed: March 2013, traveled with family
    • Value
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Thank TexTravelBird
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
DinoValley, General Manager at Best Western Dinosaur Valley Inn & Suites, responded to this reviewResponded March 14, 2013

Dear Guest,
We thank you for your comments and heartily appreciate your loyalty and your business that you have given us over time. Comments from guests like your self is a true measurement of our commitment towards making each of our guest's stay more enjoyable every day. We strive hard to maintain our beautiful hotel and to provide memorable service. We hope to see you soon !

Thank you.

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Reviewed February 28, 2013

Really enjoyed my stay at the Dinosaur Valley Best Western in Glen Rose. Wrap around porch, with big wooden rocking chairs, right out of a country song! Lobby is very cozy and inviting. Beautiful wood work everywhere. Halls clean and quiet. Rooms clean and comfortable. Very pet friendly with walk areas. Pool area really nice! Spa is great! Deep, with powerful jets. There is a Koi pond next to it, full of beautiful trees and plants, which can be enjoyed from the Hot tub! Very Zen..... A real spa expericence, made even better if it is a little chilly at night.. The Spa steams wonderfully. There is a wading pool for the children or elderly, I thought it very refreshing to use as a foot "plunge pool" after the spa!! A great place to enjoy the fantastic Glen Rose and Dinosaur Valley State Park.. I will be back.. The sooner, the better!!!

Room Tip: 3rd floor very quiet.
  • Stayed: February 2013, traveled with family
    • Value
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Thank robert S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
DinoValley, General Manager at Best Western Dinosaur Valley Inn & Suites, responded to this reviewResponded March 1, 2013

Dear Robert,

Thank you for taking the time to post a review about your experience at our hotel. We truly appreciate the details in your review. It is heart warming for our staff to get such a recognition for their hard work in keeping the beautiful hotel and its amenities at its best each and every day. We would be glad to have an opportunity to have you with us in the near future ! Have a great day !

Regards,
Entire staff at the Dinosaur Valley Inn & Suites

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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