Shoshone-Bannock Hotel and Event Center — Hotel in Fort Hall

Our stay was completely ruined by the front desk staff's rudeness and refusal to honour the price we were quoted despite it being in their own reservation notes. ||Since having this issue I read through the reviews to find there is a recurring theme of reservations being lost, reservation price not being honored, and rudeness of front desk staff. ||I have been in retail management for over 30 years, six years as a district manager, so it is my job to teach and coach customer service skills as well as how to address upset customers. Empathy and understanding goes a long way. We saw none of this. ||Firstly, we received an offer from the casino for an $89 room rate based on our previous gambling spend. We had received this offer one other time and checked in with no issue. ||Last week however we were unable to book a room online as there was a concert playing that night. We called the hotel and we were told that rooms were available for $235. We explained that we had an offer from the players club for an $89 room rate. She said that they were not honoring those coupons on concert nights but what they would do is take $89 off of our room rate making it $156 plus taxes. But emphasized that we needed to go to the players club to get the actual coupon first.||After trying to explain the offer we had to her We said we were not going to book as we felt like she did not understand what we were saying and we were worried that we would get to the hotel and be charged $235. She was quite short with us and assured us she understood our offer and we would be charged $156. So we booked it.||When we got to the hotel my husband was told "this coupon will do nothing for you. The room rate is $235."||He explained the entire phone call. She asked who he was speaking to. He said he did not get a name. But told her the time of the call. He asked to see a supervisor which is when the blonde lady who I'm sure is referred to in many reviews... Came out basically expecting a fight. She reiterated that the coupon would do nothing for us because it was a concert night. She asked again who we spoke to and my husband again said he did not get a name.||She later said their were notes from the booking clerk confirming the $156 rate .... So she knew exactly who we were speaking to. She told us it was the wrong coupon. ||I said I didn't understand what the issue was if her computer even says that we were quoted that rate. She said the best she would do is $179 which is $100 off. (Original rate was $235 ...?) she said it was obviously a communication error. ||My husband said to her he doesn't understand why we would have to pay more because of your associates communication error. He asked to speak to the manager. She said she was the manager on duty. ||At this point another couple came up to the check in agent beside us with the exact same coupon that we had. And they were told the same thing by the booking agent that we were told. But as we stood there their agent was informing them that the rate they were quoted would not be honored. The other guest was commenting that maybe they should train whoever takes the bookings. My husband looked over and said "oh this sounds familiar" And the supervisor very rudely told him that he was not allowed to speak to other guests. When he said "pardon me?" She said very rudely "if you'd like to speak to other guests you will have to do it away from the counter."||I will also share that 3 weeks earlier my brother in law called and said he was an hour away and what was their rate. When he arrived at the hotel they refused to honor the rate quoted one hour earlier. ||This is a recurring theme in reviews. ||The other concerning thing was that in the room there was a plaque that read "please use our safes. The hotel is not responsible for lost or stolen items."||This makes me wonder who would have access to my room that would steal something? This implies that just like they don't take responsibility for their front agents quoting the wrong prices, they also may not take responsibility for hotel associates stealing items from your room. Either that or the rooms are not secure? ||I would like to say that everyone at the casino, players club and restaurants are extremely friendly. We actually love the casino. So it is very disheartening that we have zero desire to stay at the...

This was the least relaxing hotel experience in a long time. It's not only what happened but the lack of consideration and empathy expressed​ for our grievances we addressed upon check out. My friend spends a lot of time traveling for her business. She's earned several free rooms in hotels around the country. The hotel itself seemed fine, only a few years old. However, the staff acts like they were born yesterday. First night was fine, no problems. Early next morning our group went to the pool. We were only in the hot tub for 5 minutes before we encountered an employee bathing their children in the pool. A mother with two girls under 5 and an infant walked in just as we got in the spa. The children were not in swim wear and one girl, maybe 3 years old, was only in underwear that became see through once wet. The mother casually​ dipped the infant waist deep in the pool and scrubbed it's diaper area for about thirty seconds and then they sat down. I can't believe she thought no one would notice. I wasn't planning on using the pool so I kept quiet. THEN she sent her young naked children to come sit in the hot tub without her. That's when I spoke up citing the posted rules. No children under 6 in the spa; no pool use without supervision; swim wear and showers must be used; above all, how about some common courtesy for adults on a get away that don't feel like babysitting.. The lady became enraged at the idea we were telling her how to be a parent. Then her husband, a construction worker on the expansion project walked in, stripped off his dirty work clothes and defended his right to let his naked children run wild. Well, the hotel seemed to agree as they sided with him and did NOTHING to clean the pool. I can testify to the fact I got an eye infection from the pool and had to see an eye doctor for treatment and to purchase new contacts because of this incident. After the pool, we continued on our yoga retreat weekend. For some unknown reason, maybe complaining about said worker, managed to get our group's room cards dectivated and we all had to wait in the lobby for them to fix it. No explanation of why, the girl at the front desk wouldn't even look us in the eyes. Up to this point I was disappointed. The next event is the deciding factor about why I never want to return to this hotel, even if it's free. Around midnight, maybe 12:30, the fire alarm blasted. We were all in bed, two of 3 of us were asleep. At first we kinda laughed but after about a minute it became evident that it wasn't a joke. We all grabbed what we could and rushed down the stairs. I was the only one able to grab shoes and a jacket because we were all packed​ up. We got down to the lobby first and there wasn't a soul in sight. Slowly guests trickled down and eventually a few employees showed up and shouted to go outside.. Well, it was after midnight and it was raining/ snowing outside. Hardly anyone was wearing appropriate attire and everyone was freezing. It took them over an hour and a half to determine it was a COMPUTER ERROR. Everyone shuffled back inside, tired and cold. Seriously, not one employee offered condolences. Really. The next morning we woke up early to leave. The front desk was overcrowded by unhappy guests wanting answers. We waited til it died down to check out. The same girl from the previous complaint was checking us out. My friend, the frequent player/ traveler/ room renter, voiced her concerns. We weren't expecting much since the room was technically free. However, the only apology we received the entire visit was after my frustrated host said, "You could at least apologize for the inconveniences." At that point the girl muttered "sorry" without any eye contact and started typing something into her computer. We waited for a moment in disbelief and walked out. I'm not sure if anyone else in the group is planning on returning but I WILL NEVER STAY IN THAT HOTEL AGAIN. I actually need a vacation from...

DO NOT STAY HERE!

Without a doubt the worst hotel experience I have ever encountered. I booked my room 3 months in advance as we were seeing a concert at this hotel. When I went to check in, Rita didn't even say hello or welcome or anything of the sort instead, she rolled her eyes when I said "hi" and said, "If you don't know your license plate number, go get it." I thought that was an odd way to treat your guest, but I brushed it aside and went to get my plate number. Upon returning with that, she informed me that she had us booked for a room with two twin beds, I informed her that it was supposed to be a corner room with a king bed, as per my reservation which I showed to her on my phone. The reservation even showed a picture titled "your room" showing large spacious room with a fireplace, couch, and large king bed. She replied, "I don't know where you got your information from, but we are completely booked up, and we don't even have a room that meets your description." I told her that I booked that room 3 months ago directly from their website and that my confirmation was an email from them. She told me then that there are no king beds in this hotel except in suites which aren't available because the accounting offices are now headquartered in them. I questioned the hotel not having any king beds, which she simply replied "nope" in a very rude tone. I said, "So you cannot honor my reservation?" She went and got her manager who came out told me the same thing in an annoyed tone as well. I again showed her our reservation and her exact words were "that's not from us." When I showed her the orginal email sent directly from Shoshone-Bannock she then said, "the room we have set aside for you is all we have available as all rooms with king beds are already booked, you can book the room with two beds tonight or if you choose, you can not stay here." I was amazed that they could just bump my room with no explanation, disregard the conformation I was showing them which came directly from them (no 3rd party website), and be so rude about it. When I said okay well, since you guys gave away the room I booked, how much would that room be with the two twin beds? I was informed it was the same price as the nice room I had booked. Then when rita quoted the rate she said, "its $270 for tonight." I said the nicer room I had already booked was $171, now the room with twin beds is $270?" Rita gave a big sigh and said "Sir, haven't you ever stayed in a hotel before? The room is $170 but there's a $100 security deposit." I said okay, but you didn't say that you just gave me a rate without telling me that included a security deposit." Her reply was, "do you want the room or not?" Having now been trying to check in for 10 minutes i just said, okay. She said, "so you agree to the new room instead of that reservation?" I said, "I didn't think I had a choice." Her only response was "credit card, drivers license, and plate number." In a very rude tone. Had there been any other hotel near by, I would have left. As for the rest of the stay the room was okay, nothing special. The concert hall was extremely dated. Poor sound system, folding chairs with no rise (can't see past the people in front of you), looks like a middle school auditorium where the talent show is held more than a concert hall. Overall I would rate the concert hall a 2/10, the hotel itself 5/10, the customer service 0/10, and the pricing 1/10. Poor value for the room, terrible concert hall, and absolutley the rudest staff I have ever come across. I would never reccomend seeing a concert here, and especially would never stay in the...