Cobblestone Hotel & Suites - Victor — Hotel in Victor

My wife and I stayed for two nights at the Cobblestone Hotel in Victor, Idaho as it was located near some of the activities we chose. Our overall experience was negative due to our two interactions with management and staff. ||The first interaction was upon check-in. We prepaid for two nights and after driving a full day, we arrived a little before 3pm and was hoping to get checked in and rest. We were told the computers were down i.e. planned maintenance and they had no way to check us in and to come back in an hour. We asked if we could go ahead and go to the room since we prepaid and they said “no”. They needed to run our credit card for incidentals. What struck us was the overall demeanor. It was callous, unapologetic, and aloof. We sat out in our car for an hour and went back in and they ended up checking us in with the computers still being down. Again, the attitude was not the type of customer service we have come to expect from hotel staff and management.||The second interaction was with a member of the staff regarding the heated pool. We came back in the evening after some daily activities and went to the pool. The water was cold. We asked a member of the staff at the front desk and was told it was on a timer. What does that mean? It’s not heated? We probed a little because we didn’t understand and she made me and my wife feel stupid. We never got a straight answer and the next night we went back to the pool and the water was still cold.||One other thing that stuck us was nobody manning the front desk. You have to use a phone to reach somebody. That tells us they either they don’t care about the customer or they are having financial difficulties. ||My wife and I are highly educated retired executives and fully understand what customer service is. The issues with the hotel boils down to poor ownership/management. The staff, including management, are either not trained in customer service or lack the personality traits to be in a customer facing position. The one exception was our interaction with Tamasin. She cared and had follow-up. In traveling across five states over a month, this was the only hotel we stayed in where we...

I had already posted a review on how bad my stay was. I do want to report the supervisor of this place Nancy as she just called me today and made this matter worse by harassing me about why I am leaving a negative review. That I am taking a personal vendetta towards this place. I would like for Nancy supervisor to reach out to me Because she was very unprofessional and lacks integrity and this is why there is very bad customer service and they had to rehire staff since her staff is not doing a good job. If this is how you train your management to harass your patrons because they’re being honest on how They overpaid for two rooms one of them, which had a moldy fridge with frozen freezer without working televisions and the other room had a broken sink and low water pressure. Nancy, you have the audacity to call me and harass me and then want to apologize when I call you out for it. Yes, I wrote a negative review and I am not taking it down because it was a bad experience and I paid about $500 a night and you have the audacity to just refund me $300 for my whole stay need to remind you that one room had broken plumbing and the other one had a non-functioning refrigerator and television. I have yet to receive any refund and I don’t appreciate you calling me and harassing me to remove my reviews your lack of leadership skills explains why your staff is the same way. I was going to let this go since my dying grandmother’s vacation was already ruined, but your call today really upset me. Trying to state that I have a personal vendetta, well the one that’s trying to do a personal vendetta is yourself. I do expect a call or an email from your supervisor. This type of behavior coming from management, I will not tolerate. You made it go from a bad experience to a...

We had a wonderful 4-night stay at Cobblestone! Amber at the front desk sold us on booking this many days consecutively. Both my husband and I have worked previously in the customer service industry, and Amber is top-notch!!!

I have a lung condition and Amber worked with us to help us find a room which worked well with my lung condition. She located us on the 3rd floor, which was pet-free. The room was perfect for us, as it hadn't been recently sprayed with any deodorizers. Amber went out of her way to upgrade us to a suite where we had a full kitchen as well! That sealed the deal for us and we booked 4 days instead of 1!

Our room was located next to the elevator, but we never heard the elevator at all - just like she told us would be the case. The room was like new and immaculately clean. The bathroom tub/shower insert was like new and meticulously clean. I am allergic to mold, and there was no sign of mildew because the insert had been kept in like new condition.

This was a great location for us as we continued our road trip through the Tetons and on to Yellowstone. By the end of our stay, the hotel was booked completely full - no doubt due to Amber's amazing customer service.

Hats off to Amber for making our stay here fantastic! We hope she gets promoted - she...