Days Inn by Wyndham Pueblo — Hotel in Pueblo

ZERO stars would be best to describe this nightmare. PLEASE DON'T GO TO THIS HOTEL!! First, I reserved through Expedia and requested specifically a non-smoking room as I am allergic, and second a ground floor room as I am disabled and they had no elevators. I was assured it would be arranged for me. Next (to be certain), I messaged the hotel myself about my two requests, and told them we would be arriving in the evening. I was called by the front desk at 10 pm asking if I was still coming in as they were full, and I assured her that I had a horrible day and was trying to get there, but yes, I would be there soon. I then asked about my requests, and she said, 'no, there was no room on the ground floor and they were booked.' I asked about an elevator as I am disabled, and again she said no, and there was nothing she could do. I arrived, determined to get up to the room after an exhausting, painful day, and the front lobby reeked of fresh cigarette smoke. I asked about the 'no smoking room', and she said we have 'no smoking ROOMS', but smoking was allowed everywhere else. She watched as I struggled up the stairs with my pets. At the room door, neither card key would work. I made my way back down the long hall to the stairs and called for help with the keys. She had me throw down the keys, and stormed up the stairs with a new set. I went back down the hall, and neither key worked again. Struggling to breathe, I went back to the top of the stairs and called for help, and she accused me of 'erasing the key info with my cards or wallet'. I explained I had neither with me. She stormed up the stairs with a wristband and a new set of keys, which again, did not work. She used the wristband to open the door and as I brought my pets into the room she said, "I can't keep coming up the stairs to open your door all night. I can't leave the front desk." I explained that someone would have to help me get into the room unless they could fix the lock problem, as I another load in the car to bring in. She stormed out and said something to the effect of 'oh well I can't do it'. First thing I saw was a cigarette burn on the bed sheet. I went to the cooler to turn it on - the whole place was like an oven, making things worse. It didn't work. I took my animals downstairs and asked for a refund right away. She said she credited it. I asked to make sure it would go back right away as I needed it to get a room somewhere. She said it could take several days, and there was nothing she could do about it. I asked if there was a manager or owner I could speak to, and she pointed to a card outside her window. I called the number forJignesh Patel, which rang for a very long time until it beeped. Thinking this was his voicemail, I proceeded to leave a message asking for help, and was disconnected. I called it again, and the front desk girl answered it. I asked if I could leave a message on his voicemail, and she told me he didn't have a voicemail. She seemed amused. I was amused myself (in disbelief) and completely blown away by the incompetence! Why didn't she just say, "Call the hotel on such-and-such day or hours" to talk to him? So, my daughter and I, our two dogs, and kitten, have to sleep (lol) in my car tonight...with all the pain I am in from this endeavor....

I'll start this terrible experience off with an offer to the manager/owner to reach out and offer an explanation of what could have possibly happened in an attempt to give me any desire to want to come back or ever recommend your establishment to co workers.

We started our stay off 8/24 with a booking through our third party service for work. We realized we may have to stay the weekend so with the fair being in town & prices going through the roof, I checked with the front desk on availability/prices. I ended up booking 8/25-8/27 through my Wyndham account. I then proceeded to the front desk to confirm the reservation. I looked that woman in her eyes, the evening of 8/24, and listened to her tell me she had the reservation and would add the two nights to my room and to please come down the following day to fill out the paperwork for that new reservation.

Come 8/25, I went to the tower plant for work. I notice numerous missed calls from my mother who works with me. I call her and she informs me she's being kicked out. I'm told the current desk attendant, Barbara, has told her she was supposed to be out at 11, to get her stuff and leave. She's being very confrontational and rude, offering no empathy or hospitality. There was no discussion of coming down to pay for the extension, just that there's no reservation and to leave.

Meanwhile, I have our vehicle at the plant and I'm the person that was on the reservation and should have been contacted. I called Barbara and she was immediately being nasty, as she was with my Mother. She proceeded to tell me she contacted the woman that was there the evening before and said I was going to check about getting a reservation for tonight but never came back, which is an outright LIE. She then proceeded to tell me she had another guest to deal with and put the phone on the counter.

I could tell with her tone I was getting nowhere so I immediately hung up and called Wyndham customer care. I ended up having to spend over an HOUR on the phone while I was at work dealing with this. I have proof in my email of the booking confirmation and the dates that were booked (25th-27th). I firmly believe that one of your employees altered the reservation because on my app and in dealing with the Wyndham representative, it showed the reservation was from Saturday the 26th to Monday the 28th which is 100% not what I booked nor what I confirmed with the woman on the evening of the 24th NOR what I have proof of in my email. I'm convinced you were double booked or trying to sell my room for double what I paid because of the fair in town, please feel free to prove me wrong.

The representative clearly knew something was up because this ended up being straightened out in my favor. I ended up dealing with Hope this evening who was totally opposite from our encounter with Barbara, who clearly has no business being in the hospitality business and I absolutely do not appreciate her treating my mother how she did when something nefarious happened behind the curtains.

Oh, a little cherry on top, shortly after I returned from work and paid for the reservation extension, another guest was given keys to our room and just about...

This went from a 1 star review to a 3 star only because the clerk on day 2 actually helped us out. Day 1: So after searching for a smoking room for about an hour we ended up booking one here online. when we got to the hotel the clerk gave us a non smoking room and told us it was our fault even though we selected a smoking room and she doesn't even have a smoking room available ...she was very condescending and said that we need to pay better attention when we book our rooms..when I asked to just cancel the reservation she said it was non refundable and that we would be charged if we decided to not stay. I asked her if we could just cancel the second day and she just looked at us like we were stupid and said she'd have to talk to the manager who wasn't even here and we'd have to wait until tomorrow so we have to stay here anyways..once we get up to the rooms the entire hallway smells like smoke and weed...don't go to this hotel they do nothing to help out the customer and are very rude, on top of the non refundable rooms...also once we entered the room it stank of piss, I had to fix the toilet because it was constantly running and wouldn't even flush cause the chain was taken off and now when you flush it you have to push the piece inside of the toilet down to get it to stop running, the shower is gross and it looks likes someone has already slept in the bed, the frigde and microwave have crumbs and "things" I can't explain I wish the pictures came out better. There was a small burn mark on the toilet seat and there was mold on the inside of the toilet. Even the ice bucket had mold and hair in it ..nice non refundable room...don't even go here take your money somewhere else..this is a town with many homeless people who want a job and would be willing to clean these facilities and not be condescending like the front desk clerk. I probably would've had a better experience... UPDATE: I went down to office this morning to check with the clerk and see if any smoking rooms were available and to my surprise the gentleman that was at the front was very nice and helpful and was able to switch our room for the second night. The smoking room was 3 times cleaner!! We booked the room for the rest of the time...