Best Western Ptarmigan Lodge — Hotel in Dillon

If I could give this place zero stars, I would. It blows my mind this place is rated as highly as it is.||||I booked a NON-SMOKING, pet friendly, double double room w/kitchenette for one night, in advance, as we were traveling cross country for a family wedding.||||After driving 8 hrs, I was given 2 key cards that did not work. Back to the front desk.||||I was given 2 different key cards that worked when they wanted to, which was about 50% of the time, and I entered a room reeking of cigarette smoke. I'm allergic to cigarette smoke. Back to the front desk. After driving 8 hrs.||||Front desk clerk offered to move us to a king room, allegedly non-smoking, without a kitchenette. Not what I booked or needed. Had no other rooms available.||||Asked to speak with manager. Front desk clerk called Ana the mgr, conveyed the situation but neglected to tell Ana I am allergic to cigarette smoke, which is WHY I booked a non-smoking room. Ana did not have another room equal to what I booked. She gave me options:||1) They'd place an ionizer in the room but we'd have to vacate the room for 2 hrs. It's now 6p||2). Move to the king room, unacceptable as that's not what I booked or needed, with no guarantee THAT room is really a non-smoking room||3) Check out and not charge me for the 15 minutes we've been in that room.||||At 6p, after driving 8 hrs, manager Ana suggested I find another hotel. One that accepts dogs, is non-smoking, 2 beds, on the first floor, and just for 1 night. Sure, that'd be a snap! There was a reason I booked this hotel in advance. For a manager of this hotel to even suggest this is outrageous!||||Instead I suggested Ana compensate me for THEIR problem, THEIR error. I wasn't expecting a free room, tho that should've been offered, imo, but something to address the fact that I had to take meds for a headache and nausea while in that room for what would be 16 hrs, despite opening all the windows for the time we were there. Ana ignored my request and kept yapping about the other "options."||||What happened is understandable. Hotels can't control what their guests do nor can they control guests who violate a non-smoking policy. But they CAN charge/fine their guests and use that money to clean those rooms out properly so they don't smell like smoke! Especially if advertised as NON-SMOKING rooms. But how this was handled was atrocious at best. And horrible customer service.||||In addition, only one 1 of 3 lightbulbs worked in the bathroom, the Iight fixtures had a thick layer of dust on them, and the ceiling fan could not be set to 'high' as the blades sounded like they were going to fly off!||||And here's the best part: I paid $187/night. A total rip off.||||Is EVERYONE who works at this hotel blind and have no sense of smell?? Are they purposefully and fraudulently advertising NON-SMOKING rooms KNOWING they're not? Is bait and switch their thing?||||What's really unfortunate is this property has a SPECTACULAR VIEW of the Dillon Reservoir! It's a great location. But they clearly refuse to put the money into the property for repairs, let alone a badly needed update, or hire properly trained staff, including their manager.||||Do yourself a favor and find other reputable hotels in the area. Cuz...

If I could give this place zero stars, I would. It blows my mind this place is rated as highly as it is.

I booked a NON-SMOKING, pet friendly, double double room w/kitchenette for one night, in advance, as we were traveling cross country for a family wedding.

After driving 8 hrs, I was given 2 key cards that did not work. Back to the front desk.

I was given 2 different key cards that worked when they wanted to, which was about 50% of the time, and I entered a room reeking of cigarette smoke. I'm allergic to cigarette smoke. Back to the front desk. After driving 8 hrs.

Front desk clerk offered to move us to a king room, allegedly non-smoking, without a kitchenette. Not what I booked or needed. Had no other rooms available.

Asked to speak with manager. Front desk clerk called Ana the mgr, conveyed the situation but neglected to tell Ana I am allergic to cigarette smoke, which is WHY I booked a non-smoking room. Ana did not have another room equal to what I booked. She gave me options:

1. They'd place an ionizer in the room but we'd have to vacate the room for 2 hrs. It's now 6p 2). Move to the king room, unacceptable as that's not what I booked or needed, with no guarantee THAT room is really a non-smoking room
2. Check out and not charge me for the 15 minutes we've been in that room.

At 6p, after driving 8 hrs, manager Ana suggested I find another hotel. One that accepts dogs, is non-smoking, 2 beds, kitchenette, on the first floor, and just for 1 night. Sure, that'd be a snap! There was a reason I booked this hotel in advance. For a manager of this hotel to even suggest this is outrageous!

Instead I suggested Ana compensate me for THEIR problem, THEIR error. I wasn't expecting a free room, tho that should've been offered, imo, but something to address the fact that I had to take meds for a headache and nausea while in that room for what would be 16 hrs, despite opening all the windows for the time we were there. Ana ignored my request and kept yapping about the other "options."

What happened is understandable. Hotels can't control what their guests do nor can they control guests who violate a non-smoking policy. But they CAN charge/fine their guests and use that money to clean those rooms out properly so they don't smell like smoke! Especially if advertised as NON-SMOKING rooms. But how this was handled was atrocious at best. And horrible customer service.

In addition, only one 1 of 3 lightbulbs worked in the bathroom, the Iight fixtures had a thick layer of dust on them, and the ceiling fan could not be set to 'high' as the blades sounded like they were going to fly off!

And here's the best part: I paid $187/night. A total rip off.

Is EVERYONE who works at this hotel blind and have no sense of smell?? Are they purposefully and fraudulently advertising NON-SMOKING rooms KNOWING they're not? Is bait and switch their thing?

What's really unfortunate is this property has a SPECTACULAR VIEW of the Dillon Reservoir! It's a great location. But they clearly refuse to put the money into the property for repairs, let alone a badly needed update, or hire properly trained staff, including their manager.

Do yourself a favor and find other reputable hotels in the area. Cuz...

Unhappy and unsatisfied. My expectations are higher for the Best Western in general. Orbitz rates it well and so do the google reviews. The images posted are a handful of rooms that actually have a view of the lake. There are multiple buildings behind the one building. The picnic table picture makes it look like there is a nice place to relax with a possible restaurant and more tables, actually there are only two. All of which are old and 1960s like. The walls in the bathroom looked to have been wallpapered, then ripped down and pained with dents in the wall. Doors, knobs, and air vents, light switches are all original. The rooms have electric baseboard heat with no air conditioning what so over. This means you have to leave your window open and other younger renters are outside late having a loud conversation and yelling (possibly partying) outside your window for hours well into the night. One person was coughing a lot as well. I really did not sleep. There are constant door slams because the rooms have either balconies or patios. There were some wall bangs that made the wall shake and vibrate. AC would help with some white noise. The hotel says they provide extra cleaning for covid19 which seems doubtful, I found the room to be NOT that clean, my room had finger nail clippings in the middle of the floor by the tv. The toilet lid was dusty and had hair on it. The hair dryer is broken, it seems like the fan is not working properly so it can over heat and smell, so I could not use it. The only good things are that it is near the lake(and location to amenities), breakfast, and the shower works ok. I was telling my wife the way the hotel is presented, it seemed really nice and my gut feeling was it woukd be a disappointment. Again, with it being a best western and good reviews as I mentioned, I did not worry. I would recommend looking for another place that is quiter, cleaner, and better...