Pagosa Lodge — Hotel in Pagosa Springs

Constructive Criticism for ownership:

1). Smell: Whole place ranges in odor between slightly musty (lobby & dining) to bad fart (stairs, hallways, room). I’d highly suggest cleaning your HVAC & increased air circulation 2). Cleanliness: Touchable surfaces seem average clean. They’re trying but definitely leave a lot of room for improvement. Hire two more cleaning staff and give them better cleaning supplies 3). Lighting: only half the lights in the place are turned on / functional. More lighting might help with the overall dingy vibe of this hotel. Buy some good Recessed LED can lights and have electrician install them throughout. They draw less power and have adjustable light tones so you can install 3x as much lighting as you currently have and still use less electricity. It’ll make a big change in a good way. 4). Breakfast..you need salsa or hot sauce if you’re going to serve breakfast burritos. Sounds petty but…this is a little thing you can easily improve. Coffee Cups…nobody wants to drink coffee from a thin plastic water cup. Get thick paper coffee cups. Your napkins are branded napkins from the Papa John’s pizza in your lobby. Buy white napkins. I probably wouldn’t have noticed if I wasn’t already noticing so many other small things that seemed cheap. 5). Grounds maintenance…yard is 10 inches tall. Patio & parking lot looks like 1980’s Beirut. Mow the grass. Save up to patch parking lot. 6). No night staff. Customers: If you are going to arrive after 10pm….call ahead so they can tape your room key to the front door. Management, put up a sign for after hours entry and signs denoting which room numbers are in which wing of hotel. This will help exhausted travelers from drag their suitcases to the door closest to their room instead of guessing which (of a dozen) entrances is best for them 7). Wifi: write down wifi instructions on room key covers. Nobody wants to have to call front desk and try to understand the wifi password over the phone

The good: 1). Waffle makers are good 2). Bed was comfortable 3). Room was a good size 4). Two sinks. One in bathroom w door & one next to bathroom 5). Large room refrigerator w...

Very disappointed. I am normally a fan of Holiday Inns, but not this one. First of all when I arrived to check in, there was no one at the front desk. I waited and waited, but nothing. Then I saw a sign to call someone. That worked. But it turns out they are so understaffed that one person is the front desk agent, the maintenance person, the bellhop and the housekeeping supervisor. So don't expect much in the way of customer service . To that one person's credit, he was pleasant enough. My room was on the first floor with a gorgeous view of the lake and mountains. But when I stepped onto the gravel patio, there were old cigarette butts scattered everywhere. Gross! In the morning the coffee dispenser in the lobby was empty. Again there was no one at the front desk. I waited and waited, but nothing. Again there was a sign to call someone but it never occurred to me that I would need to have my cellphone with me when all I wanted was a cup of coffee. The kicker, however, was when I realized that I had forgotten my sun hat in my room after I checked out and then tried to call the front desk, all I got was an outgoing message saying the voice mail box full. I called every five minutes for an hour, but nothing. The management clearly does care about customer service and makes virtually no attempt to facilitate communications with the front desk. On the plus side, the room was clean, but hallways needed vacuuming and the area inside the doorway entering the building was filthy, as was the door itself. Granted, the price was inexpensive and the view was outstanding, so I may stay there again. But at least I'll know not to expect standard Holiday Inn levels of service. I will keep on trying to call them about my hat in the hope that they will either answer the phone or empty their voice mail box. But how is it possible that it is impossible to leave a message? I bet they are losing a lot of reservations. At least allow calls to be rolled over to an answering service! Please make some...

Pros: our room was clean when we arrived.

Cons: Breakfast was often under stocked. The hotel in general is not in great shape. There was a leak in the hallway right outside our door the entire time we were there. Anytime we were given two room keys (there were four of us in one room) the previous key stopped working. There was no housekeeping even offered for multi-night stays - we were there for five nights. They also did not supply extra trash bags or toiletries for longer stays, so we constantly had to go to the front desk and request things. When we asked for clean towels after day 3, we were told they had no more towels.

And the kicker - our toilet clogged the morning of day 4. We called the front desk to let them know and asked that someone take care of it since there was no plunger in the room. We arrived back at our room around 5pm to find that nothing had been taken care of. My husband went to the front desk to ask about it and was told the maintenance guy was gone and the girl at the front desk didn’t know where a plunger was. She said she would call the manager and get back to us. An hour later - nothing. When we left for dinner, my husband asked at the front desk again and the manager had not returned the call. So, he went to the store, bought a plunger, took care of the issue, and left the plunger, receipt, and note for the manager. We have not had any follow up from the manager addressing any of the issues or acknowledging any problems.

The hotel is not in great shape, but until the last day it was meeting our low expectations. However, the lack of response or care from the management makes me think that all of the small problems are not isolated incidents but rather the way they choose to run the hotel. We will not be staying here again and I would not recommend it to...