Best Western Tower West Lodge — Hotel in Gillette

Unfortunately there was not a zero star option or I would have picked it. The stay and service was horrible from check in to check out, including a sub par dinner (service and food), at the steak house. We booked the 2 story room, #4200, so we could have privacy with our 9 year old staying with us. At check in we asked about a luggage cart and were told they would be at the entrance to each section from the parking lot. This would have been pointless if were true, as no luggage carts were present anywhere; but it was doubly pointless as there is no elevator to the second floor and our entrance was on the second floor....or was it? Actualy it turns out that there is a private room entrance at the parking lot level with a side walk to/from the parking lot, which would have been good to know as we had to haul our luggage up the stairs to the the second floor entry. After entering the room we then had to  drag it back down the narrow spiral staircase to the bath/bedroom level. Only then did we discover the exterior entry at that level. So on an up note leaving, was much easier as we just left via the bedroom level door. Again knowing that was an option at check in would have been appreciated.  The truly odd fact is that the manager on duty at check out claimed he didn't know that there was a door that had parking lot access, when I attempted to go over the facts of my challenges during our stay.  This seems odd and lacking at a management level regarding knowledge of even the basic amenities and layout of the property. After the check in and luggage debacle we found the bedding on the upstairs sleeper sofa to be dirty, slept in, with visible black long curly hair all over it. We called down to the desk for new bedding and they were neither gracious nor apologetic and  about having housekeeping switch them out and seemed pained to do so. The next challenge to the room set up is that there is no privacy from the second floor to the first and there is also no way to close blinds (no access to the windows and no blinds on them) on the second floor windows to stop light streaming in from the outside in the morning. Then there is the shower set up, it has no doors and is completely open to the room and visable from the open staircase where our 9 year old was staying above. We also found it to be dirty, with hair in the soaker tub, similar to what was on the sofa bed sheets. So much for the claim on all the entry doors touting a superior clean/sanitized room with enhanced covid cleaning protocols in place. That is either complete bunk, or there is no management oversight to protocols put in place. Beyond expecting to have a clean and sanitary room with a modicum of privacy from our child; we also booked the room to be able to breakfast together as a family. Therefore we brought specific breakfast items that were microwavable and had the items prepped to put in the microwave only to find it to be broken/completely non functioning. After the horrible meal at the steakhouse the prior evening, capped off with what can only be described as lack luster service at best; we opted for leaving early and a fast food breakfast over betting on the breakfast buffet being a higher quality than the dinner. When I stopped by the office to check out, I spoke to the manager on duty who couldn't seem to comprehend why I was less than satisfied. His only question is why I just didn't refrigerate my prepped breakfast food and save it for later rather than tossing it. Seriously that was his only comment, not an apology, not anything else. I left my number on the back of the GM's card that was available on the counter and ask that he pass it on for a follow up call, but I have not heard from anyone after nearly 5 hours and have little faith that it did not end up in the trash. My advice is pick any of the multitude of other flag hotels at either exit, if you have any expectations of service, cleanliness, or appreciation for...

We called ahead to verify they had room for us. The gentleman answering was very kind and accommodating. We arrived late and was able to get parking with no problems. We are pulling a utility trailer longer then most and we aways double check before we make our reservations. Our rooms were clean, our bed was comfortable the shower altho was very slow to drain about 15 mins or so. The Toilet didn't want to flush the waste down and seemed like their might be an issue there as well. The cost of our room with military discount was 90.00. Not bad. When checking out, AGAIN for the second day in a row someone let their dog do their duties on the carpet. (Probably same irresponsible pet owner to lazy to take care of the animals needs) this time when I told the gal she right away had it taken care of. If I had issue besides the shower and toilet it would be the gal at the restaurant. We were greeted and she informed us that we could either choose the buffet for 9.99 each or we could choose off the menu. And she then said if we were looking for a continental breakfast we chose the wrong place to stay. That was a little abrasive and my immediate thought was wow you pay this amount of money for a room, a continental breakfast was the least they could do. She was the only one waiting on tables and she seems pleasant enough but again I was just a little flabbergasted when she said we were in the wrong place. They did upon check in give you two complimentary tickets to the bar for either a mix drink, beer or soda. Overall, good place to stay. 90.00 plus 40.00 breakfast was a bit much but when you need rest you have no choice what is left. I would stay here again and I would eat there again, it isn't going to be any cheaper...

This would be a 4 star other than a few things.

Pros: comfy beds, large hot tub and pool (up to 9ft) , restaurant on site, unique spot with a neat courtyard layout, staff seemed excellent, good fresh coffee available 24/7. Quirky old school vibe that appealed to us. One free drink at the lounge and a bogo deal at the breakfast buffet.

Cons: a little beat up, lounge closed early (says 2am but was closed when we came by at 11pm on a Sat night) and we got a room that smelled like cigarettes and had damaged furniture. Bathroom floor smelled like mens pee (clean but obvs imbedded into the floor) funky outlets that charge slow etc. We think we maybe got the "discount" room even though we booked direct as members. Couldve been full occupancy, I didnt see many people around but there were tons of cars in the parking lot. I'm sure they wouldve given us a new room but we'd already brought all our stuff in and didn't want to move it again (husband is disabled so its a lot). The room was clean, just too beat up to be over $100 per night. Also no free breakfast like other BWs and breakfast buffet hours weren't posted anywhere in the room or website so we missed it (stops at 9:30 apparently.)

That said, w a few improvements and a nonfunky room we'd rate higher. I liked the vintage vibe, and unlike others we thought the pool/hot tub were nice and clean enough. This place probably caters to local temp workers, and for that its...