Grande Rockies Resort

A week before arriving at this hotel we received an email saying we will not have access to the pool or hot tub, during our stay, despite this being included in our original booking. There had been a policy change apparently. No reimbursement offered. So basically miss sold us / changed offer after payment. However things got much much worse. Having paid and booked through booking.com in advance when we arrived to check in at 5pm they told me that due to a flood that happened 2 weeks before, they had nowhere for us to stay. This was said as a matter of fact. They acted like it was nothing to do with them anymore as stated they had told booking.com and blamed them for not informing us. We were told that people had been arriving all week in the same situation. So why they could not pick up the phone and reconfirm with booking.com to prevent this from happening is beyond me. (Especially as when they phoned booking.com for me when I was there, they got through and were able to speak to someone quite easily) Also if this had been happening to all the booking. Com bookings why did they not have a plan for how to manage it when people turned up expecting to check in. Instead they were just nonchalant and offered no help initially. We were 2 women over 50 with now nowhere to stay in a foreign country after 5pm expecting to check in eat and go to sleep. We then spent 4 hours stood at their reception with no offer of even a drink. After 3.5 hours I was finally offered a chair. The whole time no one came to check on the receptionist, give her a break or offer her any assistance. She was left completely on her own to deal with us. On a positive the receptionist did phone booking.com for us and allowed us to use the reception phone to phone them numerous times to try and resolve the issue and find an alternative hotel. I have no evidence but I suspect after over hearing conversation with other guest that the hotel cancelled all their third party bookings but relocated within their hotel all their direct bookings - which I guess is a good way to pass the buck and avoid dealing with any fall out- I suspect with us all turning up expecting to book in this back fired. We booked in to an alternative hotel at 9pm. Which thankfully after hearing our nightmare evening we’re able to provide us with food and a warm welcome. Wished I booked this one originally.

If you book this hotel, NEVER EVER let them put you in the Annex building!!! And NEVER EVER book this hotel through a third party like Booking.com. Even Motel 6 is way better!!!! No carpet. Bugs all over floor. Moldy Showers. Just horrible. I booked this from pictures they post on the web. Yes, the main hotel looks like that, but the Annex is not even close to looking like this. It is a total dump. And the price wasn't less to stay there. We stayed one night and left early the very next morning. Not a good experience. And our reservation somehow got cancelled the very day (they say booking.com, booking says different) we arrived and were charged an additional $1500 just to get a room. It's a shame because the main hotel looked nice.

Worst hotel ever and I stayed at hundreds after having a reservation they told me they had nowhere for me to stay and offered no help