Stage Coach Inn — Attraction in West Yellowstone

DON'T STAY HERE!!! We tried to rent a room at stage coach inn and while in line the couple in front of us was trying to check in with a service animal. The front desk attendant insisted on charging them a fee for the animal. The couple politely informed the gentleman that it is unlawful to charge a person with a disability extra money to access a facility. The manager, (I believe his name is Mark, I say believe because we were later denied any information regarding names of employees, I think in an attempt to stop this report) was called down to speak with the couple. Mark came stomping out of a side room and slammed the door in obvious frustration. Mark was dressed in baggy sweat pants and a white t-shirt that was riddled with holes, three sizes too small and covered in an assortment of greasy stains. No shoes or socks. Before the couple could say a word Mark rudely stated that they would have to pay a fee for being disabled and having a service animal, end of story. Of course this is against federal and state law. I couldn't believe how rude and stand-offish the "manager" was being for no obvious reason. Being a professional dog trainer myself I politely informed mark that it is in fact against the law (federal and state) to charge someone with a disability extra money to access a hotel. Mark turned to me and told me to stay out of it if I wanted to stay. I then calmly asked Mark (the night manager) why he was being so confrontational. He actually started yelling at this point, saying that he can't believe that we dragged him away from his dinner (which was all over his shirt) to deal with this. He then yelled at the couple with the service animal stating that either they pay the fee or leave then he turned to me and said that I could just leave now. Mark yelled at both the couple and myself, asking us if we had any more questions or could he finally get back to his dinner. At this point we started asking to speak to the owner. Mark in addition to the desk attendant refused to give us any names or numbers then asked us to leave. Unlawful discrimination aside, Marks dress, demeanor and attitude are extremely unacceptable and inappropriate. The staff at stage coach inn are uneducated slobs at best and ignorant discriminatory bigots at worst. The rooms are overpriced as well. For $1 more go to Days Inn (a block away) and get free breakfast from a restaurant and rooms that actually get cleaned and have a fridge and microwave. Not to mention a friendly and...

STAY AWAY! General Manager/owner Mark Rogers has serious issues understanding his costumers, he has 0 costumer service skills and carries an entitled attitude and a combative attitude. I am glad and relieved to not have stayed at this property as they need to revisit their values . Guests are paying for a service and an experience, no one wants to be treated like garbage on their vacation. Since he is the owner I am positive my review will be critiqued and rejected by the establishment, however I hope this serves others as warning. I was left speechless after my phone interaction with manager, I was never rude all I wanted is to make sure my reservation was good, as a matter of fact we are excited to get out of town! My experience below. I have called the first time to ask if the website I was making my reservation was secure , I was shut down right away saying he could not help me and questioned me if I was calling to verify a website I was calling the wrong place; I explained my self again and told him that I appeared to have reached the hotel website, that is when he provide the website to his hotel, I proceeded to make my reservation online and I called the hotel since I did not receive a confirmation number in my inbox or junk email, to my surprise the hotel does not have a way of checking the electronic confirmation number, during the call he was very short and snappy and asked my in a ironic tone 'have you checked your junk?' I told him I did and that is why I was calling, he then proceeded to give me a hotel reservation number, He said it quickly and before I could ask he interrupted and asked did you get that, or should I repeat it?. I made the mistake of asking if that is the way guests were treated and he snapped saying 'ok I will go ahead and cancel your reservation since we are not good enough, good bye'. I was floored, we have been planing our vacation and our kids were so excited to get there, I asked this man to stop and understand that I called a couple of times and received poor customer service. Instead of helping us, he was beyond rude, when I told him I would report him to the BBB I was told' Oh you are breaking my heart' and hung up on me. I called again attempting to gather his information and to explain that we are trying to take our kids on a vacation after covid and these and was asking for help, this man told me ' no I dont want to hear it, we are done, good bye' and hung up the phone on me...

The main thing going for the Stagecoach is location, next to Yellowstone. Aside from the lobby, it’s a very tired facility that's seen better days. This is a premium location, & they charge a premium price. We found our room very used, with a stale odor, the carpet worn & the bathroom looked like it had not been cleaned properly for some time as there were deep stains on the tile floor. The fan groaned for several minutes when turned on & was full of “dust bunnies”. The breakfast was cold & they had put out soft, bruised & black bananas that went untouched while we were there. My wife & I found this dated facility thru Priceline, also listed on booking.com. I made a reservation on Priceline for the first time & the browser crashed before confirmation. I tried again & on both attempts the date auto populated to current date, which was not our intended dates. I noticed this & cancelled both reservations less than 15 minutes later. I immediately called the facility to discuss & make new reservations for the actual dates we intended. They gladly took the new reservations & ensured me I would not be charged for the mistaken online reservations. A month after we returned home & reviewed our card statement, we found we had been charged in full for the cancelled reservations. I requested several times by email & phone to be refunded for the online reservations. On one call, the manager was quite rude & even hung up on me! Booking.com contacted the facility & the hotel staff verbally agreed to refund the reservations. Then, I received an email which stated we would not be refunded due to reservations being “cancelled by guest”, even though we stayed there at a later date for a higher price. We cannot recommend this hotel due to its dated, tired facility, overall cleanliness, lack of customer service & unwillingness to offer a refund for online reservations that existed only 15 minutes. Whatever happened to customer service, integrity & cleanliness! You won’t...