Copper Queen Hotel — Hotel in Bisbee

Stay elsewhere please. Normally, I don't leave reviews unless the experience was either really good or very poor. In this case, the experience was maddening and left us shaking our heads in disbelief. The check-in and out processes at this hotel are very problematic and the manager is unbelievably rude. I own several businesses, and if I observed one of my managers talking to clients like he did, he would be terminated immediately. He is doing a disservice to the reputation of this hotel. He needs to be replaced with someone who cares about clients and knows how to speak to people with respect. His mannerisms and tone are very passive-aggressive, hostile, and condescending. People make or break any business, and this business, if it doesn't find better management, will continue to flounder. The property itself is in a great location. The hotel has potential as it is a historical building within walking distance of lots of little shops and restaurants. Even though the room was very dirty (the bathroom tub and floor were very dirty, the bathroom light was cracked, the carpet hadn’t been changed for about 15-20 years and there was dirt on the walls, light switches, and celling), I wouldn't have cared. But the rudeness of the "manager" was the last straw and prompted me to leave this review. Here’s the summary of our experience: We checked in on Friday. Saturday morning, we got up and went to Tombstone to do some sightseeing. Upon return there was a note stuck in the door. I just grabbed the note and laid it on the nightstand as I assumed it was the check-out paperwork as we were leaving the next morning. My husband and I laid down to take a nap and fell asleep. We were awakened 30 minutes later by a young girl who asked, "Didn't you get my note?" I said "Yes, but I didn't open it as I assumed it was our check out paperwork." She explained it was a note asking us to call the front desk because they had no record of us being in the room and didn't know who we were. I immediately tried to call the front desk. I called repeatedly for about 10 minutes straight, but the line was busy the entire time. Finally, someone answered and immediately put me on hold without me even having time to respond. I sat on hold for another 10 minutes. Then it sounded like someone answered and the line went dead as it was disconnected. I didn't know if it was done purposely or by accident, but it was frustrating. I redialed and it was busy again. After about 25 minutes, my husband said, "Forget it, I'll just go back down and talk to them in person." We were on the 4th floor. The hotel has an elevator; however, it wasn't working on multiple occasions when we had gone up and down the stairs because the maids kept blocking it and leaving their carts in there. This wasn't a big deal because we are both mobile and have no issues walking up or down stairs. However, if I were elderly, had an injury, etc. it would have been a big inconvenience because I wouldn't have been able to get a hold of the front desk (since the number was busy for over 25 minutes) or get down using the elevator (which is a safety issue). My husband went down and had to explain who he was, go over his check-in process, etc. The manager finally realized that whoever checked us in gave us the wrong room key and put us down on their paperwork as being in a different room. So, the mistake was on their end but treated my husband as if he was the one who inconvenienced them. The manager explained that they were made aware of the mistake because they gave the same room key to another guest, and those people came down and reported someone was already in the room. So, not only were we woken from a nap, unable to call, unable to use the elevator, and treated like garbage. But then we were told that someone else had been allowed to enter our room (which is another safety/security issue). When we came down for dinner a few hours later, the "manager" said, "Oh yeah, you are the ones that were in the wrong room." My husband said, "Well, it was the room you gave us and I didn't appreciate being woken up." The manager then responded, "We already dealt with that. I am aware you were woken up. We don't need to revisit that. Mistakes happen." We let it go and left for dinner. The next morning, we got up and went down to check out. We stood at the check-in counter for about five minutes waiting for someone to return. Nothing. We knocked at the counter and said, "Anyone there?" Nothing. There's a large metal box next to the check-in window that says, "Key Return". Not wanting to wait any longer, we dropped the key in the box and heard it hit the bottom of the box making a loud clinking sound. We figured it was the only key in the box by the noise it made. About six hours later, my husband got a call from the same unfriendly manager stating that because we had not returned the key, he would be charging us a $50 fee for not returning the key. My husband explained we had left the key in the box and the manager stated it wasn't in there and then asked what time we checked out so he could have someone review the footage. I got on the phone and explained that we stood at the front counter for five minutes and no one was there and that's why we dropped it in the box and explained it made a loud clinking noise and asked him to check again. He told us no one was at the front desk because the employees have other things to do like clean the bathrooms and can't be at the front the entire time. I asked him to check the box again and he told us he had just checked, and it wasn't there. I said then perhaps another employee opened it and placed the key somewhere else by mistake. He stated that upon reviewing the video, if they saw us actually dropping the key in the box, he would then issue a credit. I asked him to have his manager call me to discuss the situation. His passive-aggressive, rude tone on top of the mistakes and now the accusation that we didn’t return the key was it. Bottom line: Paid over $650 to stay at a dirty place for two days to be treated like garbage by a rude, incompetent, and...

Stay elsewhere please. Normally, I don't leave reviews unless the experience was either really good or very poor. In this case, the experience was maddening and left us shaking our heads in disbelief. The check-in and out processes at this hotel are very problematic and the manager is unbelievably rude. I own several businesses, and if I observed one of my managers talking to clients like he did, he would be terminated immediately. He is doing a disservice to the reputation of this hotel. He needs to be replaced with someone who cares about clients and knows how to speak to people with respect. His mannerisms and tone are very passive-aggressive, hostile, and condescending. People make or break any business, and this business, if it doesn't find better management, will continue to flounder. The property itself is in a great location. The hotel has potential as it is a historical building within walking distance of lots of little shops and restaurants. Even though the room was very dirty (the bathroom tub and floor were very dirty, the bathroom light was cracked, the carpet hadn’t been changed for about 15-20 years and there was dirt on the walls, light switches, and celling), I wouldn't have cared. But the rudeness of the "manager" was the last straw and prompted me to leave this review. Here’s the summary of our experience: We checked in on Friday. Saturday morning, we got up and went to Tombstone to do some sightseeing. Upon return there was a note stuck in the door. I just grabbed the note and laid it on the nightstand as I assumed it was the check-out paperwork as we were leaving the next morning. My husband and I laid down to take a nap and fell asleep. We were awakened 30 minutes later by a young girl who asked, "Didn't you get my note?" I said "Yes, but I didn't open it as I assumed it was our check out paperwork." She explained it was a note asking us to call the front desk because they had no record of us being in the room and didn't know who we were. I immediately tried to call the front desk. I called repeatedly for about 10 minutes straight, but the line was busy the entire time. Finally, someone answered and immediately put me on hold without me even having time to respond. I sat on hold for another 10 minutes. Then it sounded like someone answered and the line went dead as it was disconnected. I didn't know if it was done purposely or by accident, but it was frustrating. I redialed and it was busy again. After about 25 minutes, my husband said, "Forget it, I'll just go back down and talk to them in person." We were on the 4th floor. The hotel has an elevator; however, it wasn't working on multiple occasions when we had gone up and down the stairs because the maids kept blocking it and leaving their carts in there. This wasn't a big deal because we are both mobile and have no issues walking up or down stairs. However, if I were elderly, had an injury, etc. it would have been a big inconvenience because I wouldn't have been able to get a hold of the front desk (since the number was busy for over 25 minutes) or get down using the elevator (which is a safety issue). My husband went down and had to explain who he was, go over his check-in process, etc. The manager finally realized that whoever checked us in gave us the wrong room key and put us down on their paperwork as being in a different room. So, the mistake was on their end but treated my husband as if he was the one who inconvenienced them. The manager explained that they were made aware of the mistake because they gave the same room key to another guest, and those people came down and reported someone was already in the room. So, not only were we woken from a nap, unable to call, unable to use the elevator, and treated like garbage. But then we were told that someone else had been allowed to enter our room (which is another safety/security issue). When we came down for dinner a few hours later, the "manager" said, "Oh yeah, you are the ones that were in the wrong room." My husband said, "Well, it was the room you gave us and I didn't appreciate being woken up." The manager then responded, "We already dealt with that. I am aware you were woken up. We don't need to revisit that. Mistakes happen." We let it go and left for dinner. The next morning, we got up and went down to check out. We stood at the check-in counter for about five minutes waiting for someone to return. Nothing. We knocked at the counter and said, "Anyone there?" Nothing. There's a large metal box next to the check-in window that says, "Key Return". Not wanting to wait any longer, we dropped the key in the box and heard it hit the bottom of the box making a loud clinking sound. We figured it was the only key in the box by the noise it made. About six hours later, my husband got a call from the same unfriendly manager stating that because we had not returned the key, he would be charging us a $50 fee for not returning the key. My husband explained we had left the key in the box and the manager stated it wasn't in there and then asked what time we checked out so he could have someone review the footage. I got on the phone and explained that we stood at the front counter for five minutes and no one was there and that's why we dropped it in the box and explained it made a loud clinking noise and asked him to check again. He told us no one was at the front desk because the employees have other things to do like clean the bathrooms and can't be at the front the entire time. I asked him to check the box again and he told us he had just checked, and it wasn't there. I said then perhaps another employee opened it and placed the key somewhere else by mistake. He stated that upon reviewing the video, if they saw us actually dropping the key in the box, he would then issue a credit. I asked him to have his manager call me to discuss the situation. His passive-aggressive, rude tone on top of the mistakes and now the accusation that we didn’t return the key was it. Bottom line: Paid over $650 to stay at a dirty place for two days to be treated like garbage by a rude, incompetent, and...

As guests of this property for over 40 years, I called and reserved a third floor King room for one night. I asked about and understood the cancellation policy. I never received a confirmation message.|| When we arrived we were told that our reservation couldn’t be found. After discussion we were offered a fourth floor room for $47.30 more than our previous quoted price. My husband used a different credit card to pay for the second room.|| I get the “Bisbee experience” and the “Historic property” is certainly a part of that but convenience and amenities are also expected. As for the elevator issue, I am a young 64 year old with a 67 year old husband with a disability. There are approximately 100 stairs to carry a suitcase and cooler to the fourth floor with no available assistance. We need a cooler to keep a particular medication cold and there are no refrigerators in the rooms. The ice machine is 100 stars back down. I was never informed when I was making the reservation that there was any problem with the elevator which has reportedly been over 6 months.|| We have stayed at the hotel a number of times, often bringing family and friends. This, by far, was the worst room we have ever stayed in. I must agree with other reviews that cleanliness has declined and for the price, the room was minuscule with a small window blocked by an air conditioner. There were stains on the ceiling and rug and a bump in the wall that looked like someone had elbowed it. || While returning from dinner, I received a telephone message that due to the fact I was a “no show” I was being charged in full for the room cost. How the hotel had record of my phone number was unexplainable as only hours prior the front desk could not locate our reservation.|| We checked out the following day leaving our keys at the desk as nobody was present and we had tickets to the mine tour. I returned at noon to further discuss my issues.|| The woman at the desk was agreeable to issuing me credit of $18.40 as a room fee adjustment but refused to assist me any further. She began ignoring me as I was trying to explain my concern I was going to be charged for being a “no show” as well as being charged for the room we stayed in. After requesting to speak to a manager, I was told that she was the hotel manager.|| I asked the “manager” if she were able to follow up as to who took my reservation as it seemingly disappeared and who may have called and left me a message the night prior. She said she could “if she wanted to”. Her professionalism certainly lacked and continued with her insinuating I wasn’t intelligent enough to understand her. || I took a business card and asked that she write down her name as I planned on writing a letter to report my experience. She refused continuing to ignore me. Upon leaving, I was able to get “Angie B ‘s” name from the kitchen “manager” who was out in front of the hotel having a cigarette.|| After many happy times shared at the hotel with family and friends this is a great disappointment. I see a decline in the hotel’s overall presentation even taking into consideration this gem’s Historic nature. || It has now been almost 3 weeks since our stay. I have written and sent a letter to info@copperqueen.com detailing my experience without response. I have called the hotel directly 5 times requesting a return call from a manager and the owner’s Helen or Jenna Lampinen without any reply. As anticipated, we have now been charged on our credit card for 2 rooms, one charge for being a “no show” when we were actually staying at the property.|| The reviews I read here indicate many of the same shared issues. Concerning were the number of justifications of these problems by management with seemed little regard. I cannot believe the “manager’s” response to. “What they offer is not what they deliver…“ regarding minimum wage in their state of Iowa and referring to this guest as “older”. Also inferring in the response to “Pool not ! Ice cold !!” that they hadn’t traveled enough to be familiar with Fiji water, quite insulting. The response regarding the Chinese influence of other hotels and reference to Motel 6 quite inappropriate. I made one last attempt contacting the hotel notifying them of this pending poor review, again no response.|| I am sorry to have to write this letter as the Copper Queen is such a historic property but current management is certainly lacking and customer service the worse I have experienced in all my years of travel. Unfortunately we will not...