Silver Moon Inn — Hotel in Estes Park

I called a week ahead of time to make sure an earlier check-in would be possible. Told that it should not be a problem. Called the morning of my stay, once again told that it should not be a problem. Arrived at the time I told them I would and was told they still needed a half hour to get our room ready. Okay, fine, we are walking distance from downtown so not a big deal. So we go to a bar and hang out for a good hour or so, then head back. It is now close to normal check-in time, and over an hour after I was told the room would be ready in 30 or so minutes. And, of course, the room was still not ready. Now, this by itself is not a huge problem. I didn't appreciate their lack of candor regarding how busy they were and how long it would take to get our room ready, especially given the long day I had had to that point to get there, but I can get over that. However, I let them know I was not happy about this poor planning, and apparently taking criticism is not this place's strong suit as a member of the staff began slamming doors in the lobby in response. No, really. They actually did that in front of me and other customers (I believe a couple of which were children, though I'm not entirely sure). Literally started slamming the doors of the lobby because I criticized them. I don't know if this was just the most unprofessional hissy fit ever thrown in the history of customer service, or an honest attempt to intimidate me or something, but either way it is staggering that the staff here apparently believe this is an appropriate response to an honest criticism of their lack of planning and candor. I used to travel a lot for work. I have been in and out of more hotels and airports than I can possibly count. And I have criticized people before and I have seen bad customer service. Despite those experiences, though, I think that has to be the most ridiculous (and hilarious, if I'm being honest) customer service experience I have ever seen. The above could have maybe been forgiven if the hotel was excellent otherwise, but the place is a bit sub par overall and benefits from its proximity to a quaint downtown. That employee ought to be ashamed, and needless to say I will never stay at this hotel again. I suggest the rest of you do the same. The high rating this place is has is pretty shocking and does not accurately capture the experience of staying at this hotel whatsoever in my opinion.

EDIT And now the owner is responding to this post with nonsense about yelling etc. It's just simply not true. To the extent my voice was raised, it was raised in a very controlled manner. Don't know what the "inappropriate language" was they're accusing me of, so I can't respond to that.

Bottom line, though, this place is not worth your time or money...

I seldom do reviews these days and when I have in the past, they have mostly been positive or complimentary to a specific person or situation, but this situation completely frustrated me! I called early in the week last week (Tuesday), to book rooms in late July for 4 Senior couples from Florida. I spoke with a young man named "Kai" and we discussed a one night stay for 4 deluxe King Riverside rooms, him telling me they could accommodate 3 Kings and one double Queen in that category for that night and quoted me rates as well ($389.).||After emailing the group with the details and receiving the green light to book, I call back Thursday morning to complete the reservation, only to speak to a different employee named Chad, whom explained that Kai failed to realize or mention their 2 night minimum. He stated he had once been able to navigate around it and would do so himself, but that the owners had hired a new corporate "Manager" that was much more stringent. He stated he would speak with that manager and was fairly confident that he might allow an exception. He stated he would call be back yet that afternoon or worst case, the next morning. He never called back, didn't answer when I called back the afternoon of the next day after patiently waiting to hear, and finally, using my wife's phone, called and got Kai again, whom clearly didn't want to hear from me as he knew he screwed up. He promised to speak to manager and call back but I was "Ghosted" yet again.| Wow. All anyone had to do was to give me a quick one minute call back to confirm that indeed Management was not able or willing to make the exception and booking for one night simply wasn't possible! I would have kindly accepted that, said "thanks anyway for trying" and moved on. ||I found their way of handling it to be very insensitive and downright rude. They apparently just didn't care enough to follow up with me as they had promised.|These young men need to learn to treat others as you would expect and like to be treated, especially if you are going to operate in the "Hospitality" business. I know getting good employees in remote seasonal hot-spots like Estes Park is difficult these days and apparently they often have to settle for people like this to fill those positions.||Lastly, the good news for us is that another local, much higher rated and certainly kinder and more professional establishment, was able to accommodate us! There are still good caring people out there. I would advise that rather than booking this place, look much higher up the TA list than #7, near the top, and avoid people that treat potential...

I seldom do reviews these days and when I have in the past, they have mostly been positive or complimentary to a specific person or situation, but this situation completely frustrated me! I called early in the week last week (Tuesday), to book rooms in late July for 4 Senior couples from Florida. I spoke with a young man named "Kai" and we discussed a one night stay for 4 deluxe King Riverside rooms, him telling me they could accommodate 3 Kings and one double Queen in that category for that night and quoted me rates as well ($389.).

After emailing the group with the details and receiving the green light to book, I call back Thursday morning to complete the reservation, only to speak to a different employee named Chad, whom explained that Kai failed to realize or mention their 2 night minimum. He stated he had once been able to navigate around it and would do so himself, but that the owners had hired a new corporate "Manager" that was much more stringent. He stated he would speak with that manager and was fairly confident that he might allow an exception. He stated he would call be back yet that afternoon or worst case, the next morning. He never called back, didn't answer when I called back the afternoon of the next day after patiently waiting to hear, and finally, using my wife's phone, called and got Kai again, whom clearly didn't want to hear from me as he knew he screwed up. He promised to speak to manager and call back but I was "Ghosted" yet again. Wow. All anyone had to do was to give me a quick one minute call back to confirm that indeed Management was not able or willing to make the exception and booking for one night simply wasn't possible! I would have kindly accepted that, said "thanks anyway for trying" and moved on.

I found their way of handling it to be very insensitive and downright rude. They apparently just didn't care enough to follow up with me as they had promised. These young men need to learn to treat others as you would expect and like to be treated, especially if you are going to operate in the "Hospitality" business. I know getting good employees in remote seasonal hot-spots like Estes Park is difficult these days and apparently they often have to settle for people like this to fill those positions.

Lastly, the good news for us is that another local, much higher rated and certainly kinder and more professional establishment, was able to accommodate us! There are still good caring people out there. I would advise that rather than booking this place, look much higher up the TA list than #7, near the top, and avoid people that treat potential...