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General Palmer Hotel
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Reviews (528)
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Reviewed 5 January 2017

The rooms were very small, my husband and I along with our 6 year old made it work but there are no options for a cot/rollaway. The bath tub plug (the type where you flip the switch up or down to drain/plug) would not retain water, our child prefers a bath over shower, I felt guilty filling up the tub only for it to all drain out. The staff was extremely friendly and efficient.

  • Stayed: December 2016, travelled with family
    • Value
    • Location
    • Service
Thank Valerie G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
574pr, General Manager at General Palmer Hotel, responded to this reviewResponded 8 January 2017

Dear Valarie G,

Thanks for taking the time to write a review. For edification, all the rooms are not small. The General Palmer has NINE categories of rooms. The categories carry different prices based on size and amenities. As one might expect the least expensive of the categories represent the smaller rooms. Many of our rooms are family suites and most of our rooms can accommodate a roll-a-way or inflatable mattress (both of which we have available). Chances are if you found your room too small it has to do with the rate you choose. We always upgrade a guest when availability permits...it's just not always possible when our occupancy is high.

I'm sorry about the bath. I hope you reported that problem to the front desk and the TripAdvisor review does not tell us your name or room number. We'd like to make sure that problem doesn't appear for the next guest :/

Looking forward to you giving us another chance :) Happy New year and thank you again for the comments.

Cheer,
The General

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 January 2017

This was our first time to stay, and here are the positives:

1) NICELY done room. The repo antique furniture was well chosen by the owners, as were the antique looking lacy curtains. It was clean. A+!!

2) Nice sink area. Granite countertops, and glass over tissue box, glass holder for nice shampoo, conditioner, lotions etc. And even a glass container filled with cotton balls and Qtips. Towels were just fine! Next to it was a nice armoire with a beveled full length mirror. Inside was a blow dryer in a bag, two white robes, an ironing board, a blanket and more. Nicely lit, too. A+.

3) A Keurig coffee maker with selections of coffee. Good job!

4) The room experience was quiet enough. Yes, you could hear anyone in the hallway too much, but overall, we were very satisfied with the quiet and had no trouble sleeping.

5) The lobby has plenty of nice things to look at, and along the back side of the hotel is a longggggg room filled with different seated areas. Very nice!! Good job! A+

6) Unlike the victorian Strater Hotel in the next block, which has a rocking and louder lobby because of the attached bar/food area room, the General Palmer is much quieter, which is perfect if you prefer that quiet. :)

7) The General Palmer hotel is the closest to the train, which is great. And it's next door to a chocolate store! :)

8) The back of the hotel is really stunning. Covered stairs, for one. Good parking, too. This victorian hotel has clearly had money put into it's look and decor. A+

9) Guy who took our luggage up was very nice, as were the people behind the check-in desk.

And here comes what we didn't like...and I wonder WHY the owners are letting things slip up like this. It comes across like you don't care anymore....:

1) I was actually looking forward to the warm homemade chocolate chip cookies. NOPE. They were store bought and I was told the oven had been broken down for weeks. WEEKS?? And you couldn't replace it? That is sad.

2) We had no heat the first 1 1/2 hours we were in our room. Had to call twice to get it turned on. They referred to a boiler in the basement. Sure, this is a wonderful old hotel, but c'mon....the impression is there that it's on its last legs. Update it!

3) They completely neglected to clean our room the second morning we were there. We arrived back to our room about 3 pm---still as it was when we left. I called--they claimed we had the Privacy tag hanging on our door. NOPE. We did not. It was next door that did!! Pay attention!!

4) The lobby was frequently FREEZING. The girl behind the desk had two space heaters, had to wear a knitted hat and a jacket. The old boiler?? And TWICE when we walked in, no one was behind the counter and phone ringinggggggggg away.

5) Most of the rooms are very small, which is not the owners fault. I was told by the train people that it used to be a hotel for the workers, so if so, that explains it. So thought I'd mention this for those who like more space. (Otherwise, as you see above in the positives, our room was NICELY done--a great compensation and kudos to the owners).

6) TV was problematic. Worked the first time; screen was gray two more times; worked the last morning when we wanted to see the News.

Would I recommend this hotel to others?? Yes and no. We loved a lot, but what we didn't love makes it hard. Sure hope the owners will make needed updates. It's just too sweet of an old hotel not to.

  • Stayed: December 2016, travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
1  Thank nancyadams
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
574pr, General Manager at General Palmer Hotel, responded to this reviewResponded 8 January 2017

Dear nancyadams,

We ALWAYS pay attention to guest's comments...it's what makes us better and has allowed us to reach the AAA 4-Diamond standards for 41 consecutive years. We are VERY appreciative of the kind words.

Your comment about "slipping up" sort of makes us stand up and pay attention. We'll try and answer your concerns, and you can rest assured we are aware of all your comments and NEVER take a guest's comments for granted.

We apologize that you didn't get the cookies you were expecting. For edification, if a comment was made that our oven was out for weeks it is incorrect. Repair professionals are called immediately when we have a malfunction of equipment at the Hotel. Due to being a little rural for some repairs, it takes a while but NEVER weeks. We don't use a toaster oven for cooking we use a very substantial commercial convection oven and the piece needed to repair it was a specialty piece that took a little longer than normal but rest assured it was not a process that took weeks.

Our last legs?? Really? We are a historic property built in 1898. We do have a boiler that is in excellent repair and the winter it can take a little extra time to heat your room when it is cold. It does NOT heat in minutes as a new Holiday Inn might.

We tried to review the housekeeping logs to see why your room was skipped for cleaning but we could not identify the room as we have no "Adams" at the hotel in the last several months. Our housekeeping staff usually does not confuse rooms. However, if an actual mistake we apologize.

During the winter we adjust the lobby temperature to 70 degrees. It is an IALHP suggestion because people usually enter the hotel from the cold and they leave their winter gear on. By keeping the temperature at 70 degrees when visitors are in the lobby with their winter gear on they don't freeze when they go back outdoors nor are they stripping off outerwear in the lobby. From guest's comments, we have not had complaints that 70 degrees is too cold when enjoying the in the lobby but rest assured we will give it another look. Every once in a while, the front desk agent might require a "potty break." Just saying :)

All of our staff has been trained on the nuances and history of the hotel. The "train people" are not and their information given you is incorrect. The General Palmer was built as a "high standard" hotel and yes like most historic properties some rooms are small, BUT none of our rooms are under 175 sq. ft. which is the national norm & while perceived as "small" by some are not considered smaller than average.

We appreciate your comments and hope our response helps clear up some of your concerns for our property.

Happy New Year,
The General

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

The General Palmer was a fun and quaint place to stay, with all of the modern amenities. It is located right in downtown, next to the Durango-Silverton Train station. The decor is late 1800s/early 1900s and is beautiful. The staff were all friendly and helpful. Our room didn't have a window which was odd, but we were out most of the time so it wasn't a problem. It was a very nice place and we'd stay there again.

Room Tip: ask for one with a window
  • Stayed: December 2016, travelled as a couple
    • Location
    • Rooms
    • Service
Thank Catherine C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
574pr, General Manager at General Palmer Hotel, responded to this reviewResponded 8 January 2017

Dear Catherine C,

We apprecaite you taking time to write the kind review.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 31 December 2016 via mobile

If you are traveling with kids and need the indoor pool, etc. this might not be the place for you. But if you are looking for Victorian charm with completely updated amenities this is the place! The location is perfect. The staff are friendly, and the room was perfect. Even the price was right. The only admonition I have is be sure and clarify the breakfast deal. I didn't realize that while they have a continental breakfast on site, they offer a complete breakfast a half block away! Enjoy this place!

Stayed: December 2016, travelled solo
Thank Eric M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
574pr, General Manager at General Palmer Hotel, responded to this reviewResponded 8 January 2017

Dear Eric M,

Thank you for the kind words. As a historic property, we try to stay true to the genuine "old west"..."historic" feel. You're correct that it's not a place for anyone looing for a pool but we have many families that come to enjoy the Polar Express this time of year and the kids revel in the history and the proximity of the train station.

Sorry about the breakfast confusion. We try and explain both breakfast options at check-in.

All feedback helps us get better and we appreciate the feedback. We hope to se you back soon :)

Happy New Year,

The General

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 30 December 2016 via mobile

We stayed there two nights. The first night we did not have heat in the room. We called the front desk that morning and requested a new room or a fix to the heater. We did get two space heaters which helped greatly. The motel is great for location downtown however, the room had little space and the shower needed to be adjusted several times to get the temperature right. Definitely needs some upgrades done to this historic motel and not worth the money we paid for a room.

Stayed: December 2016, travelled on business
2  Thank Marie R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
574pr, General Manager at General Palmer Hotel, responded to this reviewResponded 8 January 2017

Dear Marie R,

Not sure what you expected. Your reference twice that we are a "motel" might be the confusion. Perhaps a motel would suit your needs better than a historic AAA 4-Diamond Hotel.

The property works off a central boiler due to our age...over 100 years old. If you didn't have heat, that translates to the entire hotel not having heat which would not have been the case. Our thermostats are all new and sometimes we have a guest that has difficulty in setting the correctly. Our staff is ALWAYS standing by to assist (unlike a motel), and no one should ever go the night uncomfortable when they can dial "0" from their room for immediate assistance. It's true that as a historic property some of the rooms have the original windows that can cause a draft issue which is why we augment the opportunity to be comfortable by providing space heaters when required.

All of our bathrooms were updated during our remodel last year and the problem you described is not so much a problem as having a bit a patience to adjust temperatures correctly.

Perhaps the price point of a motel is what you were looking for and we were not in the class of hotel that met your needs. We are sorry that your time with us was so dissapointing.

Respectfully,
The General

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