Best Western Plus Rio Grande Inn in Durango

Our room was not cleaned after our first night. When I brought this up at the desk I was told I should have notified them that I wanted it cleaned. I was told that I should’ve been asked at check in and I was not. I asked to get the room cleaned and was told that the staff was gone for the day but she could give me sheets and a garbage bag so I could change my own sheets and throw my own trash. I told her that was unacceptable and asked her to move to a clean room. She said that since we booked on ******* I could only be moved to an outside accessible room and she had one facing the exterior of the hotel. It was 9 degrees and we were hoping to use the pool without turning into an icicle. There was very little customer service in the transaction. We will not return despite having stayed there on several prior occasions.

The staff checked us into our room. Which took a very long time due to them "being busy and not able to log in ". After entering our room, we noticed they gave us two queens instead of the king room we paid for. When we talked with the front desk. They verbalized that they failed to notify us of the change in the system due to over booking and construction. They then apologized and looked for a king room. This process took about 45 minutes start to finish and made us late to our reservation. Very unprofessional and they didn't seem to be worried about wasting our time.