One of the worst customer service experiences ever. We booked two nights. On the way to check in the first night (5/1), we came upon a horrific wreck. First responders were flying the injured out via helicopter. We later learned a collision claimed the lives of 7 people. MDOT was turning people around and said the roads would be closed for hours (eventually opened at 2:30 AM). I called hotel to explain the situation (they had already heard about). Asked if there was alternative route and told only way was via Bozeman and Idaho Falls - A 10 HOUR TRIP. Checked online and with first responder and they confirmed that route. I asked about not being charged for that first night because of the situation and after checking with mgt, was told the only way to receive refund was if they sold out that night. Ended up going to Gardiner, MT - 1.75 hours away - for the night. The following day, went to check in and was told (1) not sold -no refund and (2) no king room we booked and given a double queen. Obviously booked our King room the night before or it would have still been available. GM said she would refund us 1/2 of first night rate. A week later - still no refund. They did "comp" our parking but that was a joke. Paying for parking in a city I understand, but in a town of 300 people? Ultimately, 7 innocent lives were lost and that's beyond horrible and I apologize if anyone feels offended by my complaint in spite of the horrific circumstances.
