Best Western Plus Castle Rock

Good customer service.

Great location, like any Hotel your going to get loud guest. Really can’t blame Hotel. Good breakfast. But best of all. The Staff n management. Talked to the Manager(Carol) about concern and She immediately took care of it. Shout out to Carol n her Castle Rock crew! Definitely stay at location again.

I stayed at this best western after a 12 hr drive from Montana on Sunday 12/14/2025. I was tired and ready for so good rest. I pulled in to this Best Western after searching on Hotels.com for pet friendly hotels in the area. As I was checking in you could hear a dog barking some where close to the check in desk. The agent said it might be upstairs but he also said pets were only allowed on the first floor. So I registered and got my room key and headed in that direction. Once I got to my room 106, I discovered the barking dog was directly across from my room in 105. As I was bring in my bags I told the agent at the front desk that the barking dog was directly across from my room . He said he would contact customer to request to control dog. Unfortunately, the dog barked past 10pm and I called the front desk to complain about barking dog. I was informed he would continue to try and contact the although he had previously been unsuccessful. I was finally able to fall asleep. I awaken at 5am the following morning and checked out and left to continue my trip. I told the agent of my experience and requested a refund of $40 for my pet because of barking dog. He informed me he had no authority to refund any charges. He indicated he would leave a note for the manager and I requested he call the manager. He indicated they were off duty but would leave a note with my request for them to contact me, I left the property and eagerly awaited their call from Carol the manager. Around 1pm I had not been contacted so I called the hotel. I was informed the manager was working across the street at the Holiday Inn. I was given the number and I call that hotel. I asked for Carol the on duty manager. I was told to call back because she was unavailable. I told them I call calling with a complaint about a barking dog at BW across the street. I provided my phone number and they would call me back. Unfortunately, I was never contacted and now it is 3 days later so I am leaving this review. I never received a courtesy call from the manager. It appears the management of this hotel chain does care about following up with their customers. This is unexceptionable and un professional . Desk agents cannot help with your complaints or can a manager call you back. This is not customer service as you expect from this hotel. I would not recommend this hotel especially if you get a room on the first floor. Customer follow up is nonexistent. Room was over shadowed from the lack of customer service. Castle Rock has plenty of nicer hotels to stay at with better service.