Best Western Pine Springs Inn — Hotel in Ruidoso Downs

Booked my trip for 10-5-24. We have stayed there at 3 times in the past! Loved it! On this specific date, I had a horrible experience when trying to check in early! I called at 11:00 the day of, asking if we could check early if the room was ready and were told couldn’t check in till 4:00 p.m. We went at 2:35 p.m. to see if room was ready and we could check in. Immediately when entering office and speaking to front desk which apparently was the manager she rudely said we couldn’t unless we wanted to pay $20 extra! I was confused at first and asked why we had to pay that extra 20 if our room was obviously ready and we were already booked! I told the female manager that we have never been asked to pay extra!!! I was in total disbelief and very bothered! She stated she had been there since 2008 and it’s always been the policy and she would mention it to her staff!! She was so rude and completely inconsiderate!! I told her we arrived since early in the morning for the car show n just wanted to check in!! She clearly blew me off!! I told we came to ruidoso often and wanted to come back after the devastation the town went through and give back! She went on saying that everyone pays early booking!! Her energy and customer service skills were pathetic! Paying the $20 was easy but it was the way I was treated and her rudeness was unbelievable!! She left came back and cancelled my booking! I was so upset, pissed and just overall stressed because I already knew that the hotels were full because of car show!! The way the manger treated was extremely unprofessional and made no attempt to de-escalate the situation. I started crying from being so upset!! Well, we found another hotel and we were able to pay for the night!! I ask the hotel if they charge for early booking and they said never!!!!! They do not charge to get room earlier as long as room is available the customer can get the room!!

I could not believe how they can get away with that and take advantage of people!! They obviously found a way to screw the customer again!! I hope this helps someone in the future! I will never stay there again and the manager needs classes in...

I was hoping for a better stay but the reviews did not match my expectations. I arrived to a dimly lit hotel. My room was a flashback to the old poor house I grew up in. Popcorn ceilings throughout, a noisy fridge, an obnoxious bathroom fan that turned on with the bathroom light, the most uncomfortable mattress and pillows (I looked and no they are not a Simmons Beauty Rest as mentioned on their website) the mattresses aren't labeled, which is really bad. I woke up with neck and back pain that still hasn't subsided. I would have slept better in my car. The water in the shower had absolutely NO pressure at all. I've bathed better with a water bottle in times of need. The hot water scalded my hands and scaled me in the shower. I sneezed the entire time here because they allow pets and they don't properly clean their rooms. There is NO security guard on site and the second night of my stay someone kept trying to break into my room three times. I was terrified. This has never happened at any other hotel I stayed at in Ruidoso. Don't dare interrupt the older female receptionist who is too busy entertaining to assist you. She's extremely disrespectful and should look for a job in a warehouse instead of hospitality. All other young receptionists both male and female were very friendly as was the breakfast staff and housekeeping. If you want a great hotel get rid of people who hate their jobs and represent the face of the company, make some upgrades (we know you have the money to make them) and hire a security guard, so when I walk out of my room a homeless guy isn't sitting on the curb by my car and people aren't breaking into my room. Even the cleaning staff casually walked by the homeless man as I got in my car. So, I know for a fact that this happens regularly at this hotel. The man mumbled something to me as I walked by. Again, I've NEVER experienced this at ANY other hotel in Ruidoso and I've been visiting for over 15 years. I won't be back to this horrible hotel and I'm glad to be home living in luxury again! My review is honest and is accurate and unfortunately management cannot respect that...

We arrived at 3:10pm and were told there were no rooms because check in wasn't until 4:00pm. The front desk clerk, Cyriana, was nice, but there was another woman who didn't have a name tag on in a black jacket with a tatoo behind her ear who was really rude. When I asked if there were any king rooms available, Cyriana said none that were non-smoking. She was really confusing explaining it and I thought she meant that my room with two queens was smoking. The lady in the black jacket rudely chimed in and started talking down to me like I was an idiot. She looked like a maintenance worker and I have to say in all the Best Westerns I've stayed in, I've never experienced anyone who was so rude.

I left since there were no rooms and came back at 4:40pm and the line to check in was so long that you couldn't even walk into the lobby. People were blocking the doors and there were at least 15 people in line. I left and came back again at 5:05pm. I was able to squeeze into the lobby and there were 6 groups of people waiting in line to check in in front of me. The lady in front of me had two dogs and one wasn't on a leash. I finally got to the front of the line at 5:25pm. I asked the front desk clerk, Cyriana, who the woman in the black jacket that had talked to me earlier was. She said her name was Holly and she was the manager. Although Cyriana was very sweet and was even able to give me a first floor room instead of second floor, I doubt if I'll be back to this location given the way Holly the manager acted. She does not belong in the hospitality industry. Also, waiting that long and having to come back twice just to check in was a real headache. Definitely not organized and of course, Holly the manager was not helping check anyone in. It was Cyriana the whole time, even though I saw come out of the back several times and she saw how long the line was.

Would only stay here again if service and check in improved...