I rarely leave negative reviews but this time I felt like people looking for hotels in the Pagosa Springs area would need to know how this hotel operates. We arrived much to early to check in at 11am on a Sunday due to a leaking tire that we were trying not to drive on longer than necessary. We knew we’d have to wait until the next day to get the tire fixed since it was Sunday. I was thinking we’d let the hotel know we were there and once they had a room ready, they’d let us know since check in wasn’t until 4. That did not happen, there was no empathy and they said we’d have to wait until 4. I understand that this is the norm but I hoped for a bit of empathy on a hot summer day. After a couple of hours waiting outside the hotel, decided to air up the tire and go sit by the river and wait. We got back to the hotel at 340 and tried again to check in and got the same answer about check in not being until 4. The gentleman told me to go back into town and hang out for a while. We were hot, exhausted and didn’t want to go sit i a restaurant due to the current situations with the pandemic. We waited again in the parking lot for another 20 mins and then went back in at 4 to check in and the gentleman said “I don’t know if the room is ready, I haven’t heard anything from housekeeping.” At this point I was upset. We paid $150 for a basic room with a king bed and wanted to get access to the room that we paid for from 4pm-11am. Check ins seem to be getting later and later and check outs earlier, so when you pay that much for a room, you’d like to get your money’s worth. I kinda had to put my foot down, which was uncomfortable, and then the man said he would go ask housekeeping. We were finally able to check in. The man said the last thing he wanted was for us to go into a room that wasn’t clean. Well ironically, we had been parked in front of the room we were assigned and we’d not see anyone go into or out of this room for quite a while. To top of off, after all this...my husband was about to get into the a shower and was not clothed and the housekeeper unlocked the door and walked right in on him! The next morning we went to make coffee and had only been given 4 packets of decaf coffee. My feeling was that if we had to wait all the way until 4pm to check in with no exceptions, the housekeeper should have no reason to come in and we should definitely have coffee. Other things that wouldn’t have mattered without all the previous mentions, were the fact that the walls are very thin and there’s a lot of noise, you cannot bring your own drinks outside (you have to buy theirs) and the beds are quite uncomfortable. Again, these are things I would have totally let slide but when you pay $150 for a hotel that’s several miles outside of town and the hotel staff is very cold and shows no care for individual customer needs, these things start to add up. Next time we’ll find somewhere else to stay in Pagosa Springs. One final note, there was a very very nice gentleman that might be the groundskeeper that showed me a little trail I could take to find a spot to sit by the pond while we waited to check in. He went above and beyond to be polite and understanding. I didn’t want that to go unnoticed.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Response from HCL 3821, General Manager at High Country Lodge & Cabins
Responded 28 Jul 2020
We are sorry to hear that you found the place unacceptable because it refused to check you in at 11 am. Our check out is 11 am. Check in at the hotel is 4pm. Upon your arrival at 11 am, we notified you that your room was unavailable and people were still checking out of the hotel and we would not able to accommodate you until 4. Due to COVID -19, the hotel has implemented extra cleaning procedures to ensure our guests get a room that is thoroughly cleaned and sanitized for the safety and health of everyone on our property. We are sorry you took offense at being told that you would have to wait until actual Check-In time to access your room. The hotel staff was turning over a completely sold out hotel with limited staff due to COVID-19 and were working very hard and diligently to take care of the guests and provide the best possible service and rooms as quickly as humanly possible. Majority of the people understand and have no issues, but we do understand some people have no understanding and have no consideration for anyone but themselves. We are sorry, you had a flat tire, but that does not give you any reason to go after the hotel or its employees, because they did not give you a room at 11 am or the fact that you were required to follow the liquor laws of the State of Colorado. The property has a liquor license and is only following / implementing the rules that property must abide by. But, based on your comments on this review, we realize you find it difficult to understand basic rules and guidelines that have been put in place for health and safety. The property takes the health and welfare of our guests very seriously and will not provide a room that is not ready. Also, most people let us know if they received more decaf coffee versus regular and we are more than happy to correct that situation. But, in your case you did not bother to let anyone know. In addition, our housekeeping staff does not enter a room unless the guest specifically asks us to come in to provide service. They do not just enter, but knock before they do and only enter the room, if there is no response or if they are granted permission. We are pleased that you liked the owner of the property, who was on premises and was kind enough to point out the trail by the pond.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.