Best Western Ponderosa Lodge — Hotel in Sisters

UPDATE: I originally posted a review with only 2 stars. We had a disappointing experience. I discussed our experience with management the next day. Not only had they already been on top of the issue to correct it, they were very eager to make sure I felt heard and that I understood how important customer service and the customer experience is to their team at the lodge. Again, the front desk personnel and management is the reason this property has high ratings. Thank you for the opportunity to discuss and resolve our issue. TWO STAR review: Reserved the room with a separate bedroom from living area, which was a little bit of a stretch since it is really just separated by a wall. Here to ski and celebrate a birthday. The room is quaint and really no complaints about the room or hotel itself except after skiing all day we were excited to come back to our nice room and celebrate the birthday. The room was barely even touched by housekeeping. Only the main bed was made. I had specifically requested the pull out bed be made up, not even expecting it to be put away back into the sofa. Our teenager left a small fleece throw and a pair of sweatpants on the bed, so they left a note that they wont make up the bed if they need to move personal items. The bathroom wasn't even touch tho either. Towels still on the floor, shampoo bottles and soap wrappers left out and no fresh towels. We paid a lot for this room and expected it to be made up when we returned. This shows to us, the customer, the apathy and lack of pride housekeeping not only has in their job, but the experience of the customer at this lodge. Too bad. I gave it two stars because the front desk personnel were so friendly. I travel for a living and I've never come back to a hotel room where it wasn't at least tidied up. May sound petty, but we wont...

The hotel has really great reviews, but my experience was quite the opposite and took me by surprise. Upon arrival we found lots of rodent poop all over our bed. BW had no other rooms available, and the front desk was quite rude. They changed the sheets and vacuumed but mentioned it must be "fresh" (added a phycological factor, we didn't sleep well thinking a critter was in there). I paid $300+ for a King Suite to NOT deal with this type of situation - it ruined our trip. After Chase and myself discussed this with the manager Ryan Layne, he offered A) Comp a FUTURE room at the hotel, or B) Refund the room 50%. This is sleazy behavior - if you're willing to lose the price of a room at some point, pay that to the room that was not up to the hotel (or health code) standards. To plan a new trip would cost me more in the end. He was very rude, and said they "live in the woods and can only do so much to prevent this". I get that, but it shouldn't be my fault when it does occur. I can camp in my tent in the woods for much cheaper and have a better experience than to pay this much for an unsanitary room. We would have slept in our car if our baby wasn't with us.

I will think twice at staying at BW next time. I was completely disappointed with how my issue was handled - disappointed in the lodging, the experience, the resolution, and especially the staff/management at Ponderosa Lodge. I dealt with 2 employees, and both were unpleasant (kitchen staff were great though!). I find it hard to imagine that BW would employ people of this caliber, let alone promote them and associate with their brand. I am sure they will see this and reply, making me look like the bad guy. Such is life, you decide...To be clear, they did not remedy the situation for us in a...

Hands down one of the greatest hotel experiences we’ve had, and I’ll tell you why: first, we were looking for a hotel on very short notice due to some unexpected travel delays. We called the main number and were actually connected to someone at the front desk, not a third party call center. This was a relief because we know overbooking can happen, especially in the summer vacation season. We went ahead and booked the room, and I should mention, you might be able to save $30-$50 for the night if you sign up for their free rewards service—was very quick to sign up, no vital personal information, and has some perks for staying at Best Western hotels. When we arrived, the front desk staff member was very helpful in orienting us on our stay, and even asking if we preferred a bottom or top level room. They also provided a local map and list of restaurants and attractions in the area. This was a great help! The room was absolutely fantastic. Especially if you enjoy the art of fly fishing in a western cabin-like atmosphere. The room has a fireplace, dining table and two chairs, couch, reading chair with footrest, jacuzzi tub, large walk in shower, Keurig coffee maker with two cups, pods, a kitchen type area with small refrigerator, tv, plenty of lights and a very comfy bed. Oh, and I should mention the resident alpaca farm is a bonus! Was so impressed with this place I would give six...