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Reviewed 4 September 2017

"It's a 106 year old building." and "I'm terribly sorry for your inconvenience."

If you stay at the Historic Plains Hotel, and you shouldn't, you will soon become bored hearing those sentences repeated every time things go wrong.

This is a review of our experiences at The Historic Plains Hotel (THPH for short) on the nights of 20 and 21 August, 2017, the night before and the night after the total solar eclipse. A year before the eclipse my son reserved three rooms for those two nights. The reservations were confirmed by THPH and a credit card given. Shortly before the eclipse my son received an email saying that THPH had experienced a flood from a broken pipe, and that our reservations were cancelled. They found an alternative booking at another hotel in Cheyenne (one that is near the bottom of Trip Advisor's list) at the same price. A few days later THPH management called my son to say that the flood had only affected the larger rooms, and that we could have two smaller rooms and waitlist for a third. Before the 20th they told him that we cleared and had a third room.

We arrived on the evening of the 20th to find that they had "no record" of the third reservation. Our adult daughter could be accommodated for the night in her parents' room... on the floor since there was no couch in the room and because they had already given out their last rollaway.

She slept on the floor on top of two duvets, with a slightly damp blanket (hastily pulled from the dryer and said to be the last blanket in the building). They were reluctant to provide a sheet, but in the end turned up two clean ones and a pillow. Before we left at 4:00 AM to see the eclipse, THPH confirmed that some guests planning on a two night stay had checked out and that our daughter would have a room when we returned. When we got back, Alyssa, the front desk clerk, said a mistake had been made... and that the floor of our room was still available. After some friendly persuasion Alyssa agreed that she remembered promising a room and made it available at the original price. Worth knowing: our reserved rates were a lot less than THPH was now charging, given that they realized the eclipse had caused almost every room in the state to be booked.

So, how were the rooms? In a word, terrible. Small (it's a 106 year old building), dirty (we sincerely apologize), and with threadbare towels and shredded washcloths. The carpet was filthy, the shelf in the bathroom meant to accommodate tooth brushes and glasses was stained and dusty.

One of our bedside lamps didn't work (the "engineer" who doubled as the fetcher of blankets and sheets, working the front desk,and a server in the breakfast room,
found it was unplugged.) He had to move the bed to get to an outlet, saying all the while that it was a 106 year old building, and when it was built nobody had thought of needing to plug in devices and computers. And he was sorry for the inconvenience, as he was for grudgingly providing sheets for the floor.

The gloomy corridors are lined with dreary reproductions of old paintings and some modern pictures apparently done by a skilled paint-by-numbers "artist."

When my daughter finally checked into her room on August 21 she found that the sheets on her bed were stained. She was dead tired and decided to believe that they were old stains, and the sheets had been washed. But who knows?

My wife and I had looked forward to a clean(er) and tidy room when we returned. No. The room had not been made up during our sixteen hour absence.

The desk's response: "I'm terribly sorry for your inconvenience. We were totally full last night, and we have just begun to recover from Frontier Days, the city's biggest event. And it is a 106 year old building with limited laundry facilities."

Dirty room. Dirty sheets. Worn out towels. A single tiny slow elevator with a printed excuse that it's too expensive to renovate the two additional elevators that were installed when the 106 year old building was built. Snippy staff, and broken promises. Slow Internet, but at least it was included in the room price. A telephone to call the front desk, but receptionists who rarely bothered to answer.

Three compliments: The older mustachioed gentleman who served as engineer and housekeeping as well as front desk staff and breakfast server always tried to be helpful and pleasant. The fact that this terribly overworked man could not always help is the fault of management. Breakfast, the one morning we got it, was quite standard American, but still good. And the location in Cheyenne is excellent.

Don't be fooled by the beautiful pictures of the lobby. It is actually fairly care worn.

I've stayed in many much older hotels in Europe and elsewhere in the United States and found them to be well run, well outfitted, and very pleasant. Age is not an excuse for being run down and slovenly. It is heartbreaking to realize what a wonderful hotel could be made out of THPH with some care, good management, and investment.

We saw no signs of water damage.

Room Tip: Accept street noise. Don't accept a room with the window facing the adjacent building.
  • Stayed: August 2017, travelled with family
    • Value
    • Rooms
    • Service
2  Thank FrequentTraveler137
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Astrid A, Owner at The Historic Plains Hotel, responded to this reviewResponded 16 November 2017

Dear Frequent Traveler Number 137;

I finally had time to truly read through your experience. The Eclipse was super taxing as we fully booked at standard rates averaging $125 for the two nights...yikes!

I hope you have had much better traveler days since this apparent travesty!
Blessings and remember, "what you pay attention to - grows" I also like the phrase "expect a miracle".

Best,

Astrid

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Reviewed 4 September 2017

The check in staff were not in a good mood. I was given a room that was about the size of a walk in closet which faced the interior light well (the hotel was no where near full). After making a request I was given a larger room with a street side window. This room was not clean. The bathroom shower plastic wall panel was peeling off the wall and there was gross SNOT on the shower wall. There was also long hair between the sheets (I am bald). There is no secure parking. Parking is on the street, dirt lot away from hotel or unattended city parking garage (which has homeless persons wandering thru it). The complementary breakfast is marginal.

  • Stayed: September 2017, travelled on business
    • Value
    • Cleanliness
    • Service
2  Thank bradorsburn
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Astrid A, Owner at The Historic Plains Hotel, responded to this reviewResponded 6 September 2017

Dear Guest,

I appreciate your honest review. As the owner, I will be following up to check the condition report of your room. Every room is priced based on its size, but cleanliness is paramount.

Regarding the complimentary hot breakfast, featuring eggs, sausage, potatoes and all typical continental fare, most of our guests appreciate its content as a great time and cost saver. Nevertheless, I will examine our performance there as well.

Best safe travels onward,

Astrid

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 2 September 2017

Very helpful friendly staff, great central location, very clean, full of charm. Our room was perfect for our stay, reasonable size, good shower and clean. The following is information you need to know in advance, but aren't negatives if you know prior to arrival or booking, so please note - only one small lift (elevator), parking is wherever you can park around the local area (we managed to park just 20 yards away, but had to move again by 10am the next morning, but there were plenty of spaces round the corner) and the breakfast serving area is tight for space when busy.

Stayed: August 2017, travelled with family
Review collected in partnership with this hotel
Thank Wardaleclan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Astrid A, Owner at The Historic Plains Hotel, responded to this reviewResponded 3 September 2017

Dear History Buff and Guest,

Thank you so much for your excellent review! We take our stewardship in the historic Plains Hotel to Heart. Your kind words simply extend the enthusiasm!

We are delighted to have added such a popular complimentary deluxe breakfast. There are always trade-offs to self serve for free or full service and expensive, but the 1911 Hotel 100 seat restaurant setting is of local pride downtown!

If there is anything we can do to make your stay and onward journey better, do not hesitate to let the staff know. We are there for you!

Astrid

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Reviewed 30 August 2017

The lobby was charming but the rooms were dirty. We found toothpaste on the walls of the shower and the carpets left our socks dirty. We had 5 people traveling and asked if there were rooms with two beds. Were told no but then asked again and they did accommodate us. While I appreciate the charm of an old hotel I assume this one has seen better days. The breakfast was disappointing too. For the price we paid I would not stay there again.

Room Tip: Dirty rooms
  • Stayed: August 2017, travelled with family
    • Location
    • Cleanliness
    • Service
3  Thank dpstn55
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Astrid A, Owner at The Historic Plains Hotel, responded to this reviewResponded 1 September 2017

Dear historic Traveler ,

I am so glad that we could accommadate you from your reserved one room bed to a room with multiple beds after your check in.

I always appreciate reviews even some that are tough to swallow . I will have our head housekeeper checking every room for improvements. BTW Some of the apparent toothpaste on walls is residual caulk from tile repair before my purchase . However we are working on it's removal too.

Have a blessed rest of your trip,

Astrid

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Reviewed 28 August 2017

If you want a modern hotel with all the luxuries, look away now.
The hotel is over 100 years old, and in some ways looks every bit of it. Our room overlooked the road and the railroad, with single glazed windows it was terribly noisy. Also not the biggest room.
That said, it was clean and comfortable, everything worked which needed to. Breakfast was nice.
No parking, but street parking is free after 5 pm if you can get a space nearby.
Desk staff were very helpful and check in was smooth.
The hotel is a treasure trove of memories and period features, the lobby is wonderful, it's a sort of living museum.
Nice to have seen it, but not sure I would rush back.

  • Stayed: August 2017, travelled as a couple
    • Value
    • Rooms
    • Service
Thank diggedydawg
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Astrid A, Owner at The Historic Plains Hotel, responded to this reviewResponded 16 November 2017

Dear Hot D. D. :-)

Thank you for the review of the Plains Hotel, our largest grandest Cheyenne Wyoming historic hotel. While we strive to keep everything charming, its tough to get around to replacing about 100 of 300 still single glazed windows in our 120,000 SF building! (They are on our list.) I live here 5 days a week and use the in window PTAC unit with its fan/AC/heater for white noise.

I truly appreciate your kind comments about the front desk staff. They love to treat all our guests to ole timey old west character :-).

Best regards,

Astrid

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