I was invited up to spend memorial day weekend with my fiance's family; however, bring up my dog was an issue I was trying to address. My fiance's family had reserved 2 rooms. My fiance was already up there before I drove up and she had confirmed that dogs were allowed. The morning after I arrived, we were all outside (including my dog) getting organized to head up to Rocky Mountain National Park, and the owner comes over and doesn't even say hello, just rudely (almost in a yelling fashion) asks if this is my dog. I said yes he is my dog. Then she began complaining about how she chewed out her neighbor about the issue thinking my dog was his dog. Then she blamed me for ruining her morning. And said it was my fault that I did not register my dog at the front desk. Even though when my fiance asked, no one explained that there was a dog registration, and fee. I was very apologetic and went to pay the fee in the front office immediately. $25 was the fee by the way (not bad). Moving on, due to the pet restrictions in RMNP, I left my dog in our room. He is 5 and well behaved and caused no damage to the room. Upon our return from our hike, we realized that we had been locked out of our room. So I ran up to the front desk to get an extra key, and the owner just looked at me with disgust on her face and remarked in a hostile manner, "I thought we had an understanding!" Perplexed by her comment; I said, "I am sorry, I don't understand?" She then said that my dog was not allowed in that room and that I owed her $100 for a pet cleaning fee. Long story short, it turned into an incredible yelling match and her giving a sob story about how they are a small family owned operation and people like me just try to take advantage of situations like this. Also, she said my entire party "assumed" way too much and that we should have been more in tune to their policies and whatnot...
Basically, the situation could have been handled more professionally, rather than accusing and being rude to one of her clients and backing the customer into a corner to the point where the situation escalated into a confrontation.
My advice, although it is a nice compound, I firmly believe that customer service should be a number one priority in the lodging business, and I would be willing to bet that you will be able to find a comparable place without having to deal with disgruntled, and unprofessional owners.
Again, this was my experience and is solely my opinion, and it is soured by this incident.
I would never go back to the Inn on Fall River....
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- Also Known As:
- Inn On Fall River Hotel Estes Park