WorldMark West Yellowstone — Hotel in West Yellowstone

I wish they had zero stars because this hotel would have earned it. We drove hours to have a nice 3 night holiday in Yellowstone. Instead, we were left in the cold... Literally. Checking in was a problem. Aimee was very difficult to work with. I asked for a quiet room that was away from other guests and she rudely said it would take her 30 minutes to figure out which rooms were occupied so she couldn't do that. She couldn't tell us where service animals were or if there were any checked in. I have allergies to pets so we were seeking a clean room at a no pet hotel. Instead, what we got was MOLD!!! Room 119( and 219 ) had the ceiling caving in from water damage and it smelled awful in the room. The ceiling moldy color was much worse in person than in the photos. I started to feel bad and itchy immediately. We went back to Aimee and she told us there were no other rooms available because they were all dirty and that we could go to a different hotel. She wasn't helpful about a refund so who knows if we will actually get our money back or not. (Prior to arriving, we had called 4 different times and they never answered so clearly good customer service isn't a priority). So we were left without a place to stay, covered in allergens, feeling ill, at night at 20 something degrees in the middle of winter with the temperature dropping rapidly. We had to make a difficult drive through winding mountain roads in the snow at night for another few hours to get to a better place to stay. Our kids were tired, hungry, cold, and devastated that they don't get to see the bears at Yellowstone. Save yourselves a horrible and stressful evening and book somewhere else that's cleaner and...

CHECK YOUR CREDIT CARDS!!!! They charged me twice. The booking agency (Windham) charged me, then the hotel (Windham) charged me again when I checked out, even though the original charge went through 5 days earlier. When I called, they said they charged me because they (Windham) never got the payment from the booking agency (again...Windham). Not to mention that nobody ever told me they didn't receive the payment when I checked in. Instead, I just spent 2 hours calling the booking agency, who said I have to call the hotel directly, who said I have to talk to the booking agency. Called them again, and they said they had to transfer me to someone else who finally took care of it and refunded my card, which I'll probably get back in 7-10 business days, though they took it in about 30 seconds...TWICE.

Also, it's a Windham hotel, but they had no way to use my Windham rewards points, and they wouldn't give me any points for my stay because they (a Windham hotel) don't have access to the (Windham) rewards points system. Then I called Windham, and they said I need to get a receipt from the hotel and send it to them. When I checked out, they said they (again...Windham) don't give receipts, I have to get it from the booking agency (Windham), even though they charged...

Cleaning of the rooms was poor, blood on towels, beer bottles behind TV, gum packages in cabinets. Kitchen cabinet doors falling apart, holes in the wall, rips in the carpet, sliding door blinds damaged, dishwasher not secured under the counter, low water pressure in one of the bathrooms, shower drains slowly... It's 32 degrees outside and we have to leave the patio door and a window open or the room is +80F with all thermostats turned off. There was 1 spare roll of toilet paper for a party of 9 and when asked when it ran out, the entire resort was out of toilet paper, we had to remove rolls from the public toilets. Rooms not stocked with supplies, have to be requested from the front desk.

To top it all off (then again the trip isn't over so they may up themselves) they decided to test the fire alarms in the middle of the morning with no notification to residents for over 10 minutes. They said they weren't notified the strobes and sirens would be set off until the end of the inspections but went ahead with them anyways without notification to anyone nor provided any hearing protection to anyone.

I did not pay for these accommodations, they were provided by family who did pay for them. If they had not been free for me, I would not have stayed here....