Hotel is nice - Management and service are terrible A review of Comfort Inn and Suites Durango, Colorado
My wife and I spent one night here. The hotel was built in 1997 and the property is very nice. But management is the worst we have seen in many years of travel. Choice Hotels rates this a Gold Award Winner, but it doesn't begin to compare with other Choice Hotel Award Winning hotels we have stay at.
First the good things - The hotel property is very nice. Our room was large and included a microwave and refrigeratr. Quality of beds is important to us and our king size bed had a modern style "plush" mattress, which made it very comfortable. Our pillows also were good, and our room was clean.
Now for our bad experiences - There was only one desk clerk checking in guests in this hotel of over 120 rooms. She was constantly having to stop checking in guests to answer a steady stream of phone calls, with at least 4-5 guests waiting to check in throughout the late afternoon and early evening. When we wanted information on restaurants, we were the 5th in line and before we got to the head of the line, she had to completely shut down the front desk while she checked to see if a room was clean and ready for another guest in front of us. It took us 10 minutes before we could speak to her. A sign over the desk said the Manager On Duty was Carolyn Rector, but she never came to the front desk to help relieve congestion, and didn't even answered the phone while the clerk was away from the desk. It rang almost constantly the whole time. When we asked the desk clerk if the number of guests was higher than normal, we were told that the hotel had been full every night for the past week.
We tried using the jacuzzi, but the water was only lukewarm and the side jets did not turn on. When we asked the desk clerk for help, she said she would get to us when she had time. After waiting 20 minutes we gave up and went back to our room. Apparently she was not only the only person checking guests in, but the only employee working that day.
Breakfast also was not good. We arrived 45 minutes before breakfast ended and found the fruit bowl empty, and no biscuits remaining for the biscuits & gravy. Breakfast at that point consisted of two cold cereals, instant oatmeal, white bread to make toast, and very plain donuts from a package, plus juice and coffee. Nothing else. The coffee was so weak one of the staff finally made a new pot after several guests complained. Shortly before breakfast ended, some breakfast burritos were brought in, but the fruit and biscuits were never replenished.
My wife and I liked the hotel and fortunately everything in our room was fine. But we would not stay here again because the hotel appears totally incapable of handling any guest problems or needs that might arise.