My daughter and I travel to Silverwood every year in August to celebrate my birthday, and we have stayed at this motel several times in the past seven years. This is the only time I am writing a review, because this is the only time I was very disappointed with this hotel.
I booked our room 3 1/2 weeks in advance of our trip on Shilo Inn's own website. I asked for early check in, and a quiet (corner) room as my preferences. We arrived on Tuesday at noon, and the older man working the customer service desk informs me that that there are no rooms ready. I ask if he's sure, because I really don't want to check in at 10:00 that night when we return from Silverwood. He consults his computer and magically finds a clean room for us to have. It is in the middle of the hallway. (So, almost no early check-in, and no quiet room. Do they even read your preferences??) Then, this man proceeds to inform me that they will charge my credit card $250 for "deep cleaning" if it smells of smoke when we check out of it. He wants me to sign a form stating such, and his tone makes me feel that they will charge me $250 regardless. I inform him that I do not smoke, and neither does my daughter. (She is 12.) I inform him he will not be charging my credit card $250 as a result. He gets annoyed with me and petulantly tells me that this is their policy, and that he is just informing me of it. I say that that is fine, but he will not be charging my credit card $250. I reluctantly sign the form, and then fully expect that a $250 charge will show up on my statement. (It doesn't, of course.)
The next morning (Wednesday 8 AM), the continental breakfast was absolutely demolished, with no cold cereals left, and everything else nearly gone. (Other hotels work hard to restock their continental breakfast as necessary, but this one was the exception.) Staff was working, but definitely not restocking, nor seeming to pay attention to the breakfast war zone.
This hotel was so disappointing this trip because I have stayed here in the past, and I know how good they can be. I made two requests over 3 1/2 weeks prior when I booked & paid, and nearly didn't get either; and the staff is definitely not what they have been in the past: friendly, helpful & attentive. We won't be staying here next summer!
Room Tip: No tips- the preferences that I did make were not paid any attention.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
29 September 2011
Dear J C,
I appreciate you taking the time to write a review concerning your most recent stay at the Coeur d’ Alene Shilo Inn. I’m sorry to hear you were disappointed in your last visit with us. As you stated you’re a loyal Shilo guest. We always try to meet our guest’s requests concerning room preferences, check in times etc. The hotel does stay very busy and full throughout the summer months and this can complicate meeting requests at times. I always suggest that guests call us directly before their arrival to ensure their requests have been documented and/or arranged at that time, if possible. We do have a very strict $250 smoking fee for all of our rooms. Our intention to have this acknowledged and signed upon check-in is not to intimidate our guests but to simply clarify that we do take smoking in rooms seriously and a payment will incur if our policy is not followed. We only charge a card if the room is smoked in. We do not hold any charges on your card for this, as most guests are happy to keep our rooms smoke-free. I apologize that we were unable to provide a complete breakfast for you in the morning, I will use this as an example with my staff to ensure this is corrected and our guests are provided with all we have to offer. I hope you will give the Coeur d’ Alene Shilo Inn another chance to prove to loyal guests like yourselves how great we are.
Jamie Garcia
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC