River Canyon Lodge — Hotel in Moab

Lived in moab for years and admired this cute building so I figured we'd stay there when we visited friends. They advertise as pet friendly but conveniently forget to mention their policies and fees when booking over the phone or through a booking site. We checked in and we're told there was a $25 pet fee and their policy was any size or breed but you must declare pet up front and only 2 per room. We get in, settle a bit. There is moldy food in fridge and small bits of pet feces under the bed. We clean, throw out, and ignore this because of the cheap price. Then we head down to the front desk and the women waves us good bye. We get back a hour later to a note saying "took your dog, come to desk", there we find my dog tied to a rope in the back scared and alone in the dark. The teenagers say they forgot that we can't put dogs on the top floor and they called once and let it ring twice but figured they'd just got take our dog (no 2nd call, NO VOICEMAIL, no email, no text). They also forgot to tell us we can't leave the dog unattended. Great...so the remainder of our trip, my pup was locked in a car or tied out at a friends house. When we returned that night there was a snobby redheaded teenager with a named beginning with a J. Maybe Jane, Jade, Jan or something. I asked her to make more of an effort to get in touch with me before going in my room, Taking my dog and locking him up. Well apparently this isn't what she wanted to hear because the attitude was incredible! She started accusing my husband and I of not being able to read and not being able to follow a policy. She was so rude and raised her voice very loud. She said next time this happened she'd call animal control and have my dog put down!!! Then when I tried to reply, she turned around and slammed the door in my face!!! I've been to 17 different countries and about 25 states and stayed in hundreds of rooms and have never been so disrespected. I spoke to the manager the next morning who was nice but not a day over 25 (maybe a fill in) who apologized and agreed that this individual isn't very well trained and obviously doesn't know the proper way to treat customers. She agreed both of the teens up front need a refresher course since they "forgot" about every policy this place head. As far as the hotel. Teeny tiny but a decent room as long as you can sleep with tv on or the voice of people chatting because you can hear every word on both sides of the room and in hall. I won't...

The staff is incredibly rude. The General Manager Rafael does not care about customer service at all.

One of the many examples includes our room swap. At the time of booking we reserved the large suite but it was only available for 2 of 3 nights. The hotel suggested we reserve a Jr. Suite for the last night. Instead of helping to get our new room timely Rafael caused unnecessary stress. He made it clear that he had NO intentions of trying to get our new room cleaned and ready as soon as possible. He wanted us to "check out" of our room at 11AM and then return for the 3PM "check in" time. He suggested we pack all of our stuff and store it in his office (NO WAY CONSIDERING THERE ARE REVIEWS WHERE IPADS HAVE GONE MISSING). When I first went down at 9AM the gentleman in line behind me said he was checking out of a Jr. Suite and we should be able to take his room. Rafael said he could not guarantee our room would be cleaned before 11AM because he would not ask his housekeeper to clean that room first. Apparently they have a tight schedule and he was not willing to change the cleaning schedule. When I asked for the owner's name Rafael smirked and said "I am very close with the owner so go ahead and send an email". They don't care about their customers.

His lack of care also cost us additional money. A week before our trip we called to see if there was room for our ATV trailer in the parking lot. Rafael told me that the parking lot was small and it can be difficult to park a trailer so we left our RzR at home and opted to rent one. When we arrived there was PLENTY of room for a trailer. In fact, the parking lot is HUGE was never full. There were several trailers comfortably parked.

This hotel is not customer friendly. They have no desire to make the guests feel comfortable and welcome. I can't wait for the Hilton to open up across the street.

Had it not been for the crappy customer service displayed by the General Manager himself (which bleeds through the rest of the staff... no one smiles at this place) then we would have looked past the noise, stiff/small towels, beds without comforters and kitchenette that lacks supplies (no hot-pads, no dish towels). The couch had disgusting stains and cat food shoved between the cushions.

This is not our first time in Moab and it will not be our last. We had a great experience at the Best Western and will be staying...

11pm checkin. Attendee was not helpful and seemed annoyed at our presence.

Walls are extremely thin. I couldn't sleep due to the snoring coming from the other side of the wall. It was so loud I feel like the person was in the same room with me. The other side of our wall the neighbor was playing their TV so loud You could clearly hear it from the hallway, the room was even worse. Calls to the front desk went unanswered.

Our room was dirty upon checkin. The floors were convered in dirt, including nail clippings. Gross. Just check along the side of the nightstands and under the desk and see for yourself. We were only supplied with one towel, in a room we'd booked for two people. When we went back down to ask for an additional towel, the attendee stated that he needed to make note of it, like we'd done something wrong.

There is no housekeeping! Do not expect fresh towels, clean sheets, emptied trash cans. In the mornings you'll see people place full bags of trash in the hallways for pickup.

Do not expect fresh coffee or even hot water in the mornings, it might be luke warm at best and staff is minimal so assistance is almost nonexistent.

Stephanie, the afternoon clerk during the week, is this lodge's saving grace. She was kind, helpful and such a breath of fresh air after our check-in experience. The location is good, but Moab is small and everything...