Horrible service, same room two prices
Posted Aug 17, 2016
Booked two rooms on Expedia, one was suppose to be bigger than the other. When we got there we found out both rooms were exactly the same and we paid at least $10 more for one. Then one of the rooms smelled like smoke in what was advertised as 100% smoke free hotel. Staff said we couldn't change rooms because whole hotel was full. Asked if room service could do anything about it, we were handed a lemon spray which didn't even help. After check out, realized I lost something. Called that night and receptionist didn't sound like they were listening then told me she couldn't help and to call back next day. Called again, receptionist checked log book and lost and found, there was nothing. Asked if they could check the room because it could be easily missed, was told rooms were full, no way to check, if it was there someone should have found it already. I called during check out time, they didn't even bother to check if the room was even empty before telling me it's impossible and it sounded like she didn't want to help and couldn't wait to put down the phone. Long story short, unhelpful lazy staff. There was only one person in that entire hotel that left me with a good impression and that was someone passing by during breakfast to help me out.
Comment from Hotel Management
Aug 22, 2016 by Christina Gutierrez , GM, Hotel Management
Allow me to apologize on behalf of our hotel for failing to meet your expectations regarding the issue with your room as well as the desk staff not being able to find your item left behind on your recent visit. I have shared your feedback with the front desk staff to ensure we handle these types of situations differently in the future.
Thank you for your time and valuable feedback. We sincerely appreciate it and hope you will give us another chance to provide you with superior service and accommodations on your next visit to Ruidoso.