Name: Saddle & Surrey Motel
Address: 1341 S. St. Vrain Ave, Estes Park, Estes Park, Estes Park, 80517, United States of America
Rating: 9

Smoke-free property

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Ticket assistance

Garden

No elevators

Reception desk

General

Accessibility features

Wheelchair Accessible

Accessibility

Snack bar

Vending machine

Meals

Free Wi-Fi

Internet

Airport transportation

Transfer

Tour assistance

Tourist services

Barbecue grill(s)

Hiking

Picnic area

Barbeque

Recreation

Free parking

Parking

Seasonal outdoor swimming pool

Pool and beach

Pets Not Allowed

Pets

Extra decontamination measures

Additional measures against COVID-19

Health and Safety Measures

Location

At the mini-hotel

Estes Park Hospital

Estes Valley Dog Park

Estes Park Conference Center

Saddle & Surrey Motel

Estes Park

child-bed

child-bed-fee

external-private-bathroom

private-bathroom

shared-bathroom

10-beds

11-beds

12-beds

13-beds

14-beds

15-beds

16-beds

17-beds

18-beds

19-beds

2-beds

20-beds

21-beds

22-beds

23-beds

24-beds

25-beds

26-beds

27-beds

28-beds

29-beds

3-beds

30-beds

31-beds

32-beds

33-beds

34-beds

35-beds

36-beds

37-beds

38-beds

39-beds

4-beds

40-beds

5-beds

6-beds

7-beds

8-beds

9-beds

king-bed

queen-bed

limited-time

lounge

treatment

no-window

bay-view

bosphorus-view

canal-view

city-view

courtyard-view

garden-view

golf-view

harbour-view

inland-view

lake-view

land-view

mountain-view

ocean-front

ocean-view

oceanside

panoramic-view

park-view

partial-ocean-view

partial-sea-view

partial-view

pool-view

river-view

sea-front

sea-view

street-view

sunrise-view

sunset-view

water-view

with-view

annex

basement

main-building

1-bedroom

2-bedrooms

3-bedrooms

4-bedrooms

5-bedrooms

6-bedrooms

not-guaranteed

wired-internet-access

smoking

sauna

duplex

safe

mini-bar

breakfast-for-1

breakfast-for-2

pets-allowed

wi-fi

kitchen

Very clean and hospitable experience. The pillows and mattress were exactly what was needed for a good night's sleep. The room decor reminded us of an Estes Park Cabin. Management was attentive to our needs and hospitable. We will definitely book again next year!!

Estes Park Delight

We had multiple complications and frustrations with this motel. In short this booking failed to comply with ADA standards, had incredibly poor customer service, and inaccurate information was listed in booking.com.

To start, the room description said the “entire unit is wheelchair accessible”.  However, upon arriving, we quickly discovered that was not the case. We arrived around 8:30PM, after our long road trip.  The room assigned to us did not have a parking spot in front of the unit. We had to push a wheelchair at least up a 6-8 feet slope which was very difficult for our family. We also discovered that the bathroom is not wheelchair accessible, and my husband cannot use the bathtub to take a shower. We requested a shower chair to fix this issue, but the staff member brought us a white lawn chair instead – which couldn’t even fit in the bathtub. 

As to be expected, after a long day and multiple mishaps with the room, we contacted the staff onsite to share our frustrations and try to get some assistance. The staff came back to us that she had talked to the manager about our situation.  She told us that the manager said they could refund us, and we could find somewhere else to stay in town at 9:00PM.  It is the height of tourism season; it will be extremely difficult if not possible to find accommodation elsewhere.

To further frustrate us, we had noticed on our arrival that there were two other rooms in this motel that had wheelchair accessible plaques outside by their doors. We couldn’t understand why after specifically booking a wheelchair accessible room, they were offered to others that didn’t need them.  We discussed with management about moving-in one of those rooms, they agreed to move us to the accessible room after the guest in the room check-out the next morning. 

After our next day’s activities in the national park, we came back and switched to the new room. However, the bathroom was still not ADA compliant.  We talked to the management, and again, instead of them assisting us and apologizing for our major inconvenience and their error, we got the same response. The reason is they do not know we need an accessible room.  The details listed in booking.com are incorrect.  In addition, the manager in return stated that our behavior the night before was rude and unacceptable to their staff, which completely shocked us, and frustrated us even more.  However, this time, they agreed to provide us with a proper shower chair that can fit in the bathtub.

Instead of providing us with solutions, they continued to just offer us a refund as long as we stayed somewhere else. Their rebuttal to our complaints was that we didn’t inform them of our needs so they couldn’t possibly be prepared. The room details described in booking.com is “entire unit is wheelchair accessible.  However, there are basic requirements for ADA compliant rooms. In all reality, they do NOT have ADA compliant rooms, and by stating that they did, they were operating outside of the ADA compliance laws.

TLDR; in our opinion, we have never been treated worse by customer service. Their basic lack of understanding of ADA compliance and their inability to help was baffling. For anyone who is relying on ADA compliant rooms, we would warn you to stay clear of this establishment because they do not follow the expected standards or care to do so.

Not ADA Compliance

Room was very outdated. Only place to sit was a 2 seat sofa with no view of TV.  Bathroom & shower were VERY SMALL & also outdated. Free breakfast was VERY SMALL & spare. Bed was good but not a modern bedspread.  Closet was very tiny and air-conditioned was loud.

VERY OUTDATED

Friendly and helpful staff at the reception. Spacious and clean rooms with comfortable beds. We as a family, really liked all the facilities given. A continental breakfast was available with pastries, cereal, and a variety of hot drinks.
Only 5-6 miles from this location to Beaver Meadows entrance and it's only a 15-20 minute drive. That was AWSOME!! Recommends for a family stay.

Awesome Stay at Saddle & Surrey!

We hadn’t booked our room for this night so upon looking into Booking.com we spotted an availability at Surrey and Saddle. I had recognized the name from many years ago when we had visited. I was very grateful and pleasantly surprised that the place had been so nicely updated. We loved the room too. It too had been updated just enough yet had a bit of the old charm. The host were very friendly and accommodating. Enjoyed our stay completely.

Awesome experience

Very nice stay in a very convenient location, parking is free and available. Easy check in  and checkout. Room was clean and comfortable, very nice size. surrounding area is very nice and safe.............................................................

nice stay

Bed was very comfortable.  Room was a good size and clean. Price was the best in town. Only drawback was shower was cramped. We will definitely stay here next time. We were mostly gone morning to evening returning to room to rest or sleep so we got our money's worth.

Great place to stay.

The room was a good size and very clean, there was always staff available to answer questions.   It a nice family run motel close to everything in Estes Park.  For being a small motel they have a pool and hot tub, it also looked like a new playset for kids is coming soon!

Nice Motel

The motel room was super clean, and I love that! The girl at the front desk was really nice. The only complaint was the TV remote, you had to sit a bit close to change the channel. The volume had to be changed on the side of the TV. Other than that, my family and I really enjoyed our stay here!!

Would stay here again and recommend, too!!

Our family was traveling through for one night and found this motel online. The room was very clean and the staff was very nice. The room was very dated and even had an old smell. The room was very convenient to the town and the National Park, but we would probably not stay again.

Saddle & Surrey Motel

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