Quality Inn Gillette — Hotel in Gillette

We checked in at 10:15pm and the front desk associate assigned us a room on the second floor. After getting ourselves unpacked, our infant child put to bed, and our dog settled the night manager, Mark, knocked on our door and informed us that the front desk associate put us in a room that was not pet-friendly-Mark blamed the front desk associate, saying that she was new and shouldn't have put us in that room because it was not pet friendly. After explaining that we had just put our 3month old to bed, Mark gave us a room key to a first floor room and told us that we HAD to move. Respectfully, but begrudgingly, we moved all of our bags, dog, and infant to the new room. We understood that a mistake was made and accepted it.

Side note-It took us 45 extra minutes to put our very upset, crying infant back to sleep.*

In the morning, my husband tried to talk to the front desk manager, Robin, about our experience. To begin, Robin told us that there was a note in our file explaining that we were moved because someone on the floor below us complained that "people were running around above them".Robin said this very matter of fact as if that was going to appease us. This had the opposite impact.the fact is that we were not moved because of a hotel policy, rather because Mark didn't want to handle the situation in a professional manner. Obviously this made us very upset because THE NIGHT MANAGER MARK LIED TO US ABOUT THE REASON WE WERE MOVED!! After explaining to Robin that Mark had lied to us, my husband commented that the level of service that we were provided was unsatisfactory. Robin got very rude and defensive. She stated "sir, this is not MY hotel". My husband asked "Aren't you the manager of this hotel?" to which she replied "Yes." At that point, my husband realized that Robin did not take pride in her job or the experiences of the guests. My husband asked for half a refund based on our poor experience and Robin rudely said verbatim " I can't give you a credit because your room, well TWO ROOMS, have already...

We loved most everything about this property. Check in was fast and with a friendly young lady.Our room was very clean and had a nice sized refrigerator and a small microwave which came in handy so we could enjoy leftover dinner items from one of the area restaurants.( We chose, Pokey's BBQ Smokehouse and were impressed)The hotel was very quiet at all hours which was a plus after the long drive the first day.Breakfast was a nice surprise as to how much there was to choose from. The lady who was running the dining room was the best ever. She was always working to restock items, clean tables and the serving area and greeted most everyone with a smile and a hello. This hotel is a great place to stay when visiting Devil's Tower (1 Hour) or Mount Rushmore (2.5 Hours) It is pet friendly too, unlike the two mentioned parks.The WiFi worked very well. The few disappointments we had here were; This is a 3 storied property and has no elevator.The guide book in the room says they welcome your dog and charge for a second one, we were charged both nights for our one small dog.To expedite the checkout process they slide your bill under the door on your last morning. What was in our room the last day was not a bill but just a statement of the room rate for the first night. When I went to the desk to have it corrected the owner asked my room number and handed me the only piece of paper that was laying loose behind the counter. Did he know I did not receive the proper one and was waiting for me to come down? None of these items were a deal breaker and would stay again. This town is packed full...

Just a cautionary tale. Back in August, we spent a night at the Quality Inn in Gillette, Wyoming. To keep it as short as possible - while we were out, our bags were gone through - apparently looking for prescription drugs. We made the lady at the front desk aware & she allegedly checked security camera footage - determined it was one of the housekeeping staff and supposedly fired the offender. We were led to believe the room would be comp'd - as you might expect. The latest credit card statement didn't reflect this - so we called o ask why. The lady who had been at the front desk when we were there is no longer working there (and has apparently worked for short times at several local motels) - didn't have access to security camera footage & had apparently lied to us about handling the situation. The man I spoke with today (foreign accent - Indian perhaps?) said he had never heard anything about the incident, claiming we must have the wrong location - yet later in the conversation said he had read our TripAdvisor review which documented it - and said we didn't deserve any reimbursement. As the General Manager had responded to the TripAdvisor review with the same "not our location" response - I can't help but wonder how many people might be involved and would HIGHLY suggest steering away from this particular Quality Inn (409 Butler Spaeth Rd; Gillette, WY). Should they decide to do the right thing and own up to this situation - I'll delete this post & re-post any new...