"Great property, poor reservation customer service."
Overall Score4.0/ 5
If you are looking to stay at the Explorer Cabins in West Yellowstone, really great place! Cute cabin, great location, comfortable stay. However, all of that was overshadowed by our terrible experience with our reservation. We came into town to celebrate one of my good friend's wedding exciting happy time! We got to the check in desk and they had no record of my reservation. After about 40 minutes, we came to find out that the reservation wasn't in fact for the cabins, but for their sister hotel down the street. I told the receptionist (who was very kind and I don't fault her) at the desk that I booked the reservation through The Knot over 6 months ago, that when I saw the room type on the reservation say "double room" I called back to triple check that The Knot customer service line did in fact book me into a cabin for two nights. Top of my reservation says "Explorer Cabins." Confirmation text message the day of arrival says "Explorer Cabins." But sure enough, we did not have a reservation. The Explorer Cabins/Sister Hotel (Yellowstone Park Hotel) worked out what they could which was that they had one night in the cabins but then had to put us in the hotel, as there were no cabins available the second night. But they were not able to do anything to adjust what we paid. So I prepaid for two nights in the Explorer Cabins (higher price than a hotel room), but wasn't able to stay in the cabin for two nights. And no price adjustment was given. I spent another 40 minutes on the phone with The Knot Customer Service line (after being hung up on the first time and having to dial back), to no avail. The assistant on the other line just kept reading my receipt to me and the number of days of stay, but had no understanding that I was paying for two nights in a cabin but not staying in the cabin for two nights. Needless to say, made a sour start to a wedding weekend. Again, highly recommend staying at the Explorer Cabins. But if you do, I would also recommend either booking straight through them, or if you do book third party, make sure you call the Cabins to confirm your reservation the same week you book; don't call back to The Knot Customer Service as I did. Because I had no idea that their confirmation of my two night cabin stay was not correct and that the property didn't have my reservation for the same.
18-Sep-2021 Verified Review, stayed from Fri Sep 10 to Sun Sep 12 2021 at a $273.99 average nightly rate.