Best Western Plus Castle Rock

The breakfast was good, and the staff and management really stood out. I spoke with the manager, Carol, about a concern, and she handled it right away. Thanks to Carol and her Castle Rock crew. The location is great, though, as at any hotel, some guests can be loud. I can't really blame the hotel for that. I'd stay here again.

For an affordable hotel near a highway, this was a top-notch stay. My room was comfortable and clean, and the staff were very nice. I also enjoyed relaxing in the pool and hot tub. Breakfast had lots of options and was really good.

I loved using the jacuzzi, which I'd noticed as an amenity, and the outlet mall is just down the road. The hotel's interior had a cozy feel, and the atmosphere was pleasant. All the staff were amazing and helpful, especially the young woman serving breakfast. I should've taken pictures, it really was that good. The whole stay was lovely.

After driving 12 hours from Montana, I checked into this Best Western on Sunday 12/14/2025, hoping to get some rest. I'd found it on Hotels.com while looking for a pet-friendly hotel. There was already a dog barking near the desk. The agent said it might be upstairs, but also said pets were only allowed on the first floor. I was assigned room 106, directly across from the dog in 105. I told the desk agent while bringing in my bags, and he said he'd contact the customer and ask them to control the dog. It kept barking past 10pm. When I called, he said he'd keep trying to reach them, though he'd already been unsuccessful. I eventually fell asleep, woke at 5am, checked out, and continued my trip. At checkout I explained what happened and asked for a $40 refund for my pet because of the barking. The agent said he couldn't authorize a refund, would leave a note for the manager, and would ask them to contact me. I asked him to call the manager, but he said they were off duty. By about 1pm, I still hadn't heard from Carol, the manager, so I called the hotel. They said she was working across the street at the Holiday Inn and gave me that number. When I called and asked for Carol, the on-duty manager, I was told to call back because she was unavailable. I explained I was calling about the barking dog at the BW across the street, left my number, and was told someone would call back. No one ever contacted me, and three days later I'm writing this review. I never got a courtesy call from the manager. It seems management doesn't care about following up with customers. This is unacceptable and unprofessional. The desk agents can't help with complaints, and the manager doesn't call back. That's not the customer service I'd expect from this hotel. I wouldn't recommend it, especially if you get a first-floor room. Customer follow-up is nonexistent. The room itself was overshadowed by the poor service. Castle Rock has plenty of nicer hotels with better service.