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“Unpleasant experience”

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Historic Pioneer Lodge
Ranked #15 of 17 Hotels in Springdale
Reviewed October 6, 2012

For our Sept 25th stay, a friend and I booked and paid for a room with two queen beds a few weeks in advance via Travelocity. When we arrived, check in paperwork was given to us, and five minutes into the process of filling it out, Ben Patel, the manager said "There is a problem with the room." The hôtel had given away the room with two queen beds and only a room with one king bed was available. Instead of apologizing, Mr. Patel belligerently said that we would need to call Travelocity and let them know of the problem. He then said he would give us the king room at a lower rate than the room we had booked, but we would need to call Travelocity to get the difference refunded. His unhelpful demeanor and attitude that it was our problem, not his, was appalling, the antithesis of basic customer service. I also did not appreciate him raising his voice to us when we asked why he couldn't contact Travelocity on our behalf since it was the hotel's error.

The room we were given had a broken air conditioning unit and was stuffy, hot, and reeked of car air freshener. We asked for another fan, and were told that none were available. So, not only did we have to share a bed, we had to sleep with the door open. At 5am, a group staying at the hotel began a noisy departure. Not a restful night's sleep.

The next day at check out, Mr. Patel, upon request, provided an email which he sent to Travelocity. I suggested that when the hotel makes a booking mistake, an apology is the appropriate response. He then apologized.

When I got back from my trip, I found Travelocity had not refunded the difference to my credit card, and when I called them, they did not have the email from Mr. Patel. After an hour on the phone, I received a refund for the difference in rate.

  • Stayed: September 2012, traveled with friends
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3  Thank k c
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ABHotels, Sales Representative at Historic Pioneer Lodge, responded to this reviewResponded November 15, 2012

Dear k c,

I am sorry to hear of your recent disappointment during your stay with us! We strive to provide our guest with the best care and service!

We have spoken to management about this issue, Thank you for bringing this issue to our attention, . Your feedback will help us deliver a better experience to our future guest and prevent future guest from sharing the same experienc as you and your friend did. Please accept our apology and if I may be of further assistance please feel free to contact me directly at 714.854.0529 x 23.

Sincerely,

Ana Roa

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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760 - 766 of 1,231 reviews

Reviewed October 6, 2012

Got to admit that I was somewhat leery of what I might find here based on some of the negative reviews but we were pleasantly surprised and had a wonderful stay.

Room had obviously been recently updated - not spacious by any means but a completely comfortable place to stay.The bed was comfy. Climate controls worked fine. Small refrigerator and microwave in room - coffee maker as well.

Staff was professional and all were friendly and helpful. Perfect location.

  • Stayed: October 2012, traveled with family
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Thank hendo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 25, 2012

Visited the Pioneer Lodge third week of September and were very pleased with everything. Very inviting, clean and comfortable room with more amenities than we expected. Ben, the manager, was very helpful in giving advice and letting us use their free internet and parking after checkout time. We ate dinner and breakfast at the restaurant on the property and had great meals both times, along with a 10% discount for staying at the Lodge. The food in the lobby (internet cafe) was good also. We enjoyed the nice swimming pool and hot tub, and appreciated the close shuttle stops to take us back and forth to Zion National Park. Magnificent views everywhere and a neat town to be situated in. We'd highly recommend this place and want to go back!

  • Stayed: September 2012, traveled as a couple
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Thank LynneP5227
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 25, 2012

I just got back from a 6 day trip to Utah and it started with a 2 night stay at Pioneer Lodge in Zion. We had a double queen room with a canyon view. There is no balcony in the room, so the view is from the outside. The rooms face the parking lot and other buildings, so its not possible to just leave the blinds open to enjoy the view. So I wouldn't really suggest paying extra for any view.

Now to the hotel highlights:
- Great Location: This lodge is just a few minutes drive from the Zion National Park. You can either drive to the Visitor Center and take the shuttle inside the park, or just take the Springdale shuttle to the Visitor Center. The bus stop is just a block away and this lodge is surrounded by restaurants. I didn't eat at the Pioneer Lodge Restaurant after reading the bad reviews on Trip Advisor, but I would recommend 'Casas de Amigos' across the street and 'Flying Monkey' a block or so away.

- Comfortable Lodge: The rooms have a very rustic feel, making it perfect. The bathrooms are small but very clean. The beds are very comfortable. The AC unit is right over the bed, so either it gets very cold or very hot in the room. The first night itself I got a very bad cold due to the direct air from the AC.

Note: There are no elevators at this lodge, so be ready to lift your luggage if you get a room on the first floor (only 2 floors at this hotel).

Overall, I had a very pleasant stay at this hotel and would recommend it to everyone.

  • Stayed: September 2012, traveled as a couple
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Thank Ani J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 24, 2012

Don't stop at the name, check-in and enjoy! One of the most comfortable bed during our trip, absolutely fabulous room, spacious, very well decorated and welcoming. Super clean. Ben Patel, the manager and his associates are really nice and welcoming. Follow their advise for any food recommendation. We did not have the time (I know how ridiculous is that) to try their pool but can only expect that it was as great as the rest. Highly recommending to go eat at Oscar at night, on the patio. Fabulous food and then you just have a nice small walk back to your fabulous hotel room. Do it! The same name restaurant across the street offers a 10% discount for breakfast (don't know if that's all year long but at the beginning of September it was). We were on the top floor of the hotel (only 2 storey) and I would assume that's the best place to be.

Room Tip: We were on the top floor which was great as no one stomping above your head.
See more room tips
  • Stayed: September 2012, traveled with family
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Thank Diane1208
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 24, 2012

We stayed there two nights earlier this month . It is the typical western lodge with ample room and western decor with the lodge look. had two queens and is close to the shuttle pick up down the street. less than 30 yards. it is located in the middle of springdale close to stores and restaurants. the office with a coffee shop and the pioneer cafe is on the street front. pool area is nice with a hot tub. parking is a little unusual with some straight in and some angled. not a lot of room to turn around for a car.

  • Stayed: September 2012, traveled with friends
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Thank texasinsc
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 24, 2012

Central location in Springdale, Utah, Zions Park shuttles stop in front of the hotel. Nicely furnished rooms with pioneer / log cabin theme. AWESOME internet connections. Great coffee shop in the lobby and a nice restaurant on the propterty. Fair prices, good value.

  • Stayed: August 2012, traveled solo
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Thank Archie C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Historic Pioneer Lodge

Address: 838 Zion Park Blvd, Springdale, UT 84767-7703
Phone Number:
Location: United States > Utah > Springdale
Amenities:
Bar / Lounge Business Center with Internet Access Free Parking Restaurant Suites Swimming Pool
Hotel Style:
#12 Family Hotel in Springdale
#12 Romantic Hotel in Springdale
Price Range: $70 - $272 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Historic Pioneer Lodge 3*
Number of rooms: 43
Official Description (provided by the hotel):
The Historic Pioneer Lodge and Restaurant is centrally located in downtown Springdale near the entrance of Zion National Park. We have 40 beautifully appointed rooms in rustic western decor. There is a jacuzzi suite, a one bedroom apartment and a 3 bedroom apartment. On location we have a full service restaurant, open 7 days a week serving excellent quality meals, an Internet Cafe/Espresso Bar and gift shoppe. There is a outdoor pool and jacuzzi. We have guest laundry facilities. Our property has been totally renovated in 2006. We pride ourself in excellent customer service with a relaxing home away from home attitude. We have a 4 diamond rating with AAA. ... more   less 
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Also Known As:
Historic Pioneer Hotel Springdale
Pioneer Hotel Springdale
Historic Pioneer Lodge Springdale, Utah

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