Friendly staff, but less than competent or maybe it was....
...lack of training or maybe it was failing to properly empower employees. In any case it was my worst experience with a hotel in over 20 years.
My wife & I checked into the BW Aspen on Friday afternoon as per our reservations. At time of check-in I presented at BW gift card for $20. Neither of the clerks on duty could properly give me credit for this. More than once I asked for room key so that we could go eat dinner. However, they kept us waiting for nearly a half hour just trying to entire correct info into computer. Eventually they let us have a key.
What I didn't realize until much later was fact that instead of giving us a single $20 discount (that we should have received) they ADDED $20 to each days bill.
On Saturday morning we went for 'free' breakfast. There was no juice, no eggs, no biscuits, no half & half, and no whole milk. The 2% milk dribbled from container. There were three 'hockey pucks' that they called sausage. So much more bad to say about lack of food, but no space left.
At check-out again clerk was unable to make proper adjustments to bill. Again I was forced to wait nearly a half hour for 'management' involvement. At one point I heard the clerk call 'management at a sister hotel' to "come over here immediately." That person never came. My bill at that time was $60 more than it should have been. Finally, I was assured that I would receive an email with the correct amount.
