Best Western El Rancho Palacio — Hotel in Roswell

If I could give a -10 I would.

We make it to Roswell around 3:30 am and go to check in and are told Priceline has not sent them the reservation and although we had a conformation number and proof of payment being taken from our account, that it was a third party matter that they could not help us with and could not honor the booking.

I’m frustrated at this point, but ok we’re just tired and want to sleep so I say “ok we will deal with that later can I just please rent a room so we can again go to bed, we’ve been driving for 14 hours.” We were then told because my girlfriend had a New Mexico ID, she was a local, and they could not give a room to locals because it was “policy.” Mind you this is not posted anywhere.

I ask for her to call her manager which she replies “but he’s sleeping.” I reply “I don’t care, I need my room please wake him.” She comes back and says “sorry we can’t help you, per the manager.” Frustratingly I nicely explained that we were not locals, that she hadn’t changed her ID due to the world wide pandemic and Vegas DMVs being booked out for months. I tell her to call her manager again, she returns with the same smirk telling us she can’t help us. I AGAIN explained were not locals please give us the room we paid for because we have no where else to go and no more money, which she then again told me that wasn’t their problem and that we should have changed the ID.....

Ok....so annoyingly again I explain “we are not locals here is my ID give me a room”. She then says “no sorry I saw that you’re with a local and we can’t rent to you either.” At this time I AGAIN provide my Nevada ID, 2 of my girlfriends Nevada medical insurance cards and her car insurance with her name and our Nevada address. I ask again to call the manager. Even with all of this, we are again denied service.

At this point, im asking why they won’t provide service to us and to show me the policy that they cannot give me a room. The girl blankly looks at me so get upset and ask AGAIN why we are being denied when we have paid, with proof, have proved we are not locals, and are still standing in the cold at now 4:00am just asking for a place to sleep that we paid for. Again we get denied and when I keep demanding an answer as to why were being refused, she responds “that’s the policy, I can get in trouble.”

I can’t lie y’all, a girl lost it here. Not appropriate but I became irate at this point yelling and demanding we be given our key so we can just go to bed and to be provided the service we paid for. Yes I’ll be honest I yelled and cursed at this point which was not right, but respectfully I paid my fee for a service and now you are telling me that my family and I now have to be put in a potentially dangerous position and sleep in our car somewhere on the side of the road because they literally wouldn’t rent us a room for no reason. Sorry but put my family in a dangerous situation and I am no longer patient or calm.

After losing my cool, I again ask to show me policy of why were being denied. At this point I’m told that they have a right to refuse service because I was upset and yelling and that if I didn’t leave they would call the police on me because I was causing a scene. I told her I’d call them for her because I wasn’t leaving I just wanted my room key we paid for. She threatened I needed to leave again and at this point I lost it again and went into full blown rage at the window. Like dude literally just give me a room? Why am I still even standing here?

My girlfriend finally gets me to get in the car after this. At this point we’re forced to have to drive across the street to beg another hotel to take us in, who initially told us no because they weren’t taking any new people that night because she had just done her nightly audit. After many tears, a panic attack, and begging, we were able to be put into a room. For that, thank you so much Baymont by Windom...

My family and I were returning home to Oklahoma from Cloudcroft, NM, and as usual, called ahead to reserve a room at “Best Western” in Roswell, NM, (El Rancho Palacio, 2205 N Main St.). We had never stayed in Roswell before this and were surprised to find it to be a one floor, smaller, older type. You sure can’t tell a book by its cover. We noticed the location of the motel was within walking distance to major chain restaurants like Applebee’s, Denny’s and the like and it was located in a nice part of town.

When we entered to register, we discovered a clean, attractive and well-kept office, so typical of the many other “Best Western” we had stayed in. The young lady Amy, who checked us in was gracious and made us feel right at home. The room we were assigned was beautiful, large and with up to date features. The bathroom area was large with the sink area separate from the shower and toilet room, which was large enough to be able to accommodate my father's six foot, three inch, 230 pound frame and this made private changing of clothes possible without any inconvenience or embarrassment. This impressed us because, as a senior citizen of 84 years, ease of movement, with space to spare is very important.

The two large beds were made up like those in any of the other “Best Westerns” we had enjoyed previously. Because it was an older style motel structure, we could pull right up to our room and unload our luggage without any trouble.

The breakfast room was warm and intimate, promoting a relaxed atmosphere before leaving and offered us a variety of choices before we began our journey back to Oklahoma.

We would highly recommend this “Best Western” to any weary traveler and we would be delighted to return anytime...

Staff is extremely rude. I at no point yelled at the receptionist, check your cameras. I was very polite and calm when speaking with her whilst yes, she remained composed with a nasty attitude. I wrote a note for the vehicle next to where we parked and left it on OUR windshield just incase they needed to contact us. This place is a joke, clearly cars do not park in mid air but you suggested we park our vehicle in the restaurant lot next door since parking was limited due to having compact car spots next to handicapped spots which wouldn't accommodate a large vehicle. Everyone knows parking it's first come first serve, that wasn't the point. Regardless, I, the wife, was never rude or disrespectful to any of your staff. Yes, I asked to see a room due to other roach motels posting pictures that weren't the same as what they actually were renting. Please take the time to explain to your future clients how the owner spoke to me and my family. I apologized to your receptionist in regards to however my husband behaved as I was not witness to it and I know he comes off harsh, but I'm 100% sure he didn't yell at her either as he doesn't yell at anyone. If you would like to discuss this further, you're more than welcome to reach out to me at the number provided on the reservation. 😀

Enclosed is PROOF the door didn't latch properly. Maybe next time I should ask my husband to slam it shut, since we don't know how to close...