Best Western Plus Bryce Canyon Grand Hotel — Hotel in Bryce Canyon City

Stayed on 11/24/2023

Walked into the Lobby of this hotel, a man assisted me at the counter. I asked for availability, he looked up on the computer and told me he had a double queen for $127 and some change, I asked if they had a hot tub, he said yes, but it was outside, he pointed to the area to the east of counter we were at, where the pool and hot tub were. He then explained that the pool was closed, but the hot tub was open, but to make sure we had plenty of towels before going out to it as it would be cold getting out and there were no towels outside. He was clearly discussing THIS property, not an interior one across the street 1/8 of a mile away. I walked out to confer with my partner, and within 30 seconds was back to get the room. This time another girl helped me. She started the reservation, and then told me the price I was quoted was for buildings next to their hotel and none of the amenities of this hotel would be available, nor could we use the hot tub, that we would have to go across the street to Best Western Plus Ruby’s for both breakfast and the use of pool and hot tub. This was absolutely NOT what I was told when I was quoted a price. When I asked to speak with the man I originally spoke with, he pretended to not understand what I was talking about. How convenient. Why the spiel about towels for an outdoor hot tub if I couldn’t use it? I choose hotels based on hot tub availability - an outdoor hot tub was exactly why I chose to stay. Once paid and done, I find out all the info is incorrect. Not impressed. Ruby’s is an indoor pool area that was crowded with children and had a small hot tub next to it. Not at all the idea of a quiet outdoor hot tub in the snow as initially discussed.

I will not return here and am not pleased. Had I been informed of the actual facts I would have made different decisions. To walk into a hotel and be given a price for a building next to it, without being clear on that seems like a bait and switch. As to the hotel annex we were given - Rooms are clean, and ok, beds fall into the not terrible but not great either. No microwave either, but there is a refrigerator. Go elsewhere for the money they charge for their annex rooms. Not worth it compared to other area hotels in...

We unfortunately had an extremely disappointing experience upon arrival due to a problem with our hotel reservation made through Booking. While we understand that technical issues between platforms can sometimes occur, what was truly unacceptable was the way the situation was handled — or rather ignored — by Sam, who introduced herself as the manager.||||From the moment we arrived, Sam showed no willingness to help, not even to listen. We were left standing in the lobby for over two hours without a single clear explanation, no apology, no empathy, and certainly no attempt to offer a solution. She simply dismissed us, telling us to deal with Booking directly, with a tone that was both cold and condescending. Despite her position as a manager, she made no effort to support or assist us in any way.||||What made the situation even more outrageous is that the hotel had already charged us for two nights — the rooms were fully paid — and yet Sam still refused to accommodate us. She blamed a communication issue between the hotel and Booking, but that was not our responsibility. We had proof of payment, yet we were treated as if we hadn’t booked anything at all.||||To make matters worse, several other guests who witnessed the scene actually showed more concern and compassion than the manager herself. They came over, asked if they could help, and were visibly shocked by how we were being treated. It was incredibly humbling to see strangers try to assist us, while the very person responsible for guest relations stood by, indifferent.||||This experience left us stunned. There were no apologies, no gesture of goodwill, and no attempt to make us feel welcome. In the end, it was Booking — not the hotel — that found us an alternative. Sam’s lack of professionalism, empathy, and basic courtesy was appalling, and certainly not what one expects from someone in a managerial role.||||Mistakes can happen — that we understand. But how you handle them is what defines the quality of service. In this case, the management’s response was a complete failure, and it left us with a bitter impression, despite the otherwise pleasant surroundings...

My husband and I stayed there just about five days ago. Spacious room, but the fitted sheet had some weird texture on it, like it had shredded spots but no holes on the sheets. It was odd to feel a fitted bed sheet like it was used a very long time. No door to where the bathroom sinks are, just a door to the toilet and shower room. It was still comfortable and quiet since it's off season. One thing is the women at the front desk were not welcoming at all. Like no personality or a welcoming greeting with a smile. My husband said he was ready to walk out but we drove a long way and tired. After we got our luggage out to take to our room, the two women at the front desk were looking at some papers and didn't look up at all to say, enjoy your stay! It could have been a crazy guy trying to break in hotel rooms. I'm exaggerating of course, but I have worked as a front desk clerk/Administrator and I was taught well and trained in hospitality to always be alert, friendly, cautious, polite, welcoming and if you felt that something isn't right with a guest or anyone walking in the establishment, alert security and if it's a bad feeling or anyone feels any danger to call 911. We didn’t care which Best Western to stay at that late afternoon but we drove across the street to have dinner there. Love the gift shop and little market. The next morning when I went to check out, the lady who was at the front desk, didn't say a word, no, " Good morning"! "How was your night stay"? Nothing. I told her we were checking out. I mentioned the weird shreds on the fitted bed sheet and she just said, ok. After she handed me the printed hotel bill, she still didn't say a word. No "thank you for your stay, enjoy your day, drive safely, nothing. Not even a sincere or happy smile. But we went into Bryce Canyon and was there for about less than an hour. I don't want the women at the front desk to be harshly disciplined, they just need to be more welcoming and friendly where guests would want to come back and...