Best Western Snowcap Lodge — Hotel in Cle Elum

I stayed at the Best Western Snowcap Lodge with my wife and 5-year-old daughter from 11.24.2022. to 11.26.2022. Room was spacious, little outdated, but nice. We noticed slow water pressure in the shower, everything else was fine. Front Desk employees were polite, friendly, and accommodating. Those would be all the positive things from this stay. One thing that was immediate concern was that door wasn’t working properly and you couldn’t unlock it with the card. They kept it unlocked the whole day and locked it at night. Being in the room very close to the door (2nd room down) made my family uncomfortable.

Breakfast that is included and served from 6:30 AM is very mediocre. Eggs were not cooked properly and tasted weird. They had gravy, biscuits, and sausages and everything else was not homemade. 2nd morning, we skipped the breakfast here and went to Safeway to get few things instead.

When it comes to the pool, water is on the colder side. When we were there, few teenagers were having a snowball fight right in the pool/hot tub area. Gym is also located there, with only few machines crammed next to each other in a very small space.

Around 10 AM on Saturday, we were getting ready to check out and were putting things back into the car. Someone used the opportunity that doors were unlocked for a moment and stole several valuable items from the center console and glovebox department. We went to the Front Desk, and they called Police. As I was talking to the Officer, a person of interest (known thief and drug user there) walked by and was stopped and questioned. That person went to the car parked on the other side of the Hotel, stayed there for about 15 minutes, and then drove away. I was informed that several thefts in the parking lot occurred in the past, so why is the Hotel allowing suspicious people to hang around on their property? Camera looking at that part of the parking lot covers only one side and not the side where my car was parked. At the check in, I was encouraged to park there and never informed that camera only partially covers it. After conversation was over with the Police officer, I went and talked to the Front Desk Manager, hoping they would do something to make this situation better. Manager said that they are reviewing cameras, cooperating with the police and basically, that they are not liable for a theft.

Since then, I contacted Customer Relations Team in addition to submitting a survey detailing my experience. Response received was “we will implement improvements to ensure better experience and hope you will consider staying with us again”.

This was our second stay and we planned on coming back again in December. After this experience, we will never stay here again nor will any of our friends and family members. Most of the stolen materialistic things we will be able to replace slowly, but we are sincerely disappointed with the lack of care shown by the hotel employees and the company itself. There are many options available out there, and if you value your safety and hard-earned money, Best Western Snowcap Lodge in Cle Elum should never be the...

I booked a room, with the clear statement that we would be arriving Saturday in the morning, at the conclusion of the booking the gal stated clearly, "We'll see you Saturday morning"

When we arrived around 8am, after driving since 4am, we were told that we couldn't check in till 4pm. Despite the notes we were arriving in the morning. We were told to wait 8 hours! So we saw the town, takes about 20 mins, saw Roslynn, and headed to Cooper Lake up the road on a local's recommendation. Got stuck in snow and mud, drenched, and cold and miserable, went back to the hotel.

Got back to the Hotel around noon, begged, if we could get in early. We were cold, wet, and had no where to change or warm up but the truck. NO. "We have maids cleaning every room right now" 2PM is the earliest you can come in.

Taco Bell around the corner was so nice! The courtesy that Best Western WOULD NOT extend, Taco Bell did. So we camped out at Taco Bell til 2pm.

Finally 2pm rolls around, check in, nothing in the brochure was accurate, heck, we couldn't even get the "Warm Cookies, upon arrival" til 6pm. Despite the fact that the AAA card had been registered on the booking call, the front desk demanded it at the registration. I have NEVER in 36 years of booking rooms had someone actually ask for the card after you have given them the number at booking.

Get in the room, the WIFI is only setup for smart phones and tablets. So NO Laptops! No way to do office work. There were 2 adults registered so there was ONLY 2 of anything such as towels, pillows etc etc.

6pm rolls around and I am getting my bloody warm cookie, by now it's a principle thing! Yeah. Hockey pucks are softer and fresher! We went to Safeway across the street and got cookies. ( by the way Safeways cookies are fresh and won't break teeth.

We ended up with families with rampaging kids on either side of us, we just left the TV on all night to drown it out til around 245am.

The room was nice and clean, breakfast bar in the morning was good, those are the high points and the only high points I can say.

I would not stay there again. I would not recommend it with the way their "Policies" are. The final straw was the following morning I learned they had only 2 maids, they were very nice, and our room was prepared and...

We were supposed to stay friday- check out Sunday but checked out Saturday. Asked to be refused for Saturday as we only stay with this hotel for a family get together. The other 2 family members stayed elsewhere as our kids couldn't swim. The water was like snow run off. Then they decided to paint with a VERY strong!!! Made my kids sick!! I told the maintenance the pool and hot tub was freezing and he said it would be fixed tomorrow morning (Saturday) Well i told them Saturday morning we were wanting to check out and find a hotel elsewhere. They assured us the pool and hot tub would be warming up in an hour. Soo we went to breakfast down town came back 2 hours later to a freezing pool and hot tub!! We told them it was still cold and I just wanted my money returned as this was a terrible stay between the nasty paint smells, and the trip 3 hours to stay and swim with our family was not happening! They then told me they can't refund me i tried to check out at 11:50 am and the maintenance man promised it would be fixed in the next few hours. So since we couldn't get our money back we stayed a couple more hours waiting. Went to try the pool/spa again and it was Still frozen! They then said were sorry it's broken... Soo we told them to check us out and drove 3 hours home! Ruining our childrens 4 day weekend and cutting our family gathering short! If they would have just told us they would be painting and the pool was having issues we would have canceled our stay as that was the ONLY reason we came to your hotel to swim. I am just very disappointed in the whole stay! I just wanted my money back. Worst Best Western i have...