Best Western Bellemont Shadow Mountain Inn

Reviews

• AW

  America Williamson

  3 days ago
  1.0
  Checked in today with my husband & 1 year old & 6 year old. My children immediately found dog food all over the floor by the beds & the internet was not working. They did change us to another room & said they would have someone look into fixing WiFi. There’s no “in person” to talk to. There’s a man that talks to you on the kiosk. We told them we would be leaving to eat & be back to see if the WiFi was fixed. The manager was also supposedly going to call me but never did. We ended up leaving & asking for a refund for the 3 days 2 nights we paid for since we spent maybe 2 hours all together in the room. I need WiFi to do my school so it was a huge inconvenience for me. They said they would give the refund but I had to talk to my booking.com where I made the reservation. They refused the refund, I got credited $15 for a $155 booking & paid another $200 for another hotel. Paying $155 for dog food on the floor & no internet access. Being told yes we’ll refund you then having booking.com tell me “they couldn’t come to an agreement with the hotel here’s $15” is crazy! For our family it absolutely was not worth it.
• DV

  David Viramontez

  Feb 21, 2026
  1.0
  My experience at this Best Western was extremely disappointing and unprofessional. My reservation was canceled without any prior notice due to there being no hot water — something I was only informed about after arriving at the property. There was no one available to speak with in person. All communication was handled through a kiosk, which made the situation even more frustrating. When we requested a cancellation confirmation, they refused to provide one. Booking.com asked us to provide photos to document the issue. When we informed the person on the kiosk that we needed pictures, the manager, Samuel Ginder, threatened to call the police on us. This response was completely inappropriate and unacceptable. Overall, the lack of communication, professionalism, and basic customer service made this one of the worst hotel experiences I’ve ever had. I would not recommend staying here
• NM

  Nick Morgan

  Feb 17, 2026
  1.0
  We were checked in via a virtual agent on a screen as no other member of staff was available at the premise. We were given two key cards, for two rooms we booked. Upon arriving at our first room, we unlocked the room with our first card to find a woman sleeping in the bed! We hurried back out and back to the check-in screen and insisted on cancelling the booking, as not only were we startled by entering an already occupied room, considering no staff members were on site, even if this was resolved (which no attempt was made) we would not be able to guarantee our own safety, as apparently this Best Western books different guests into the same room at night! The tele-agent made no attempt to resolve and cancel our reservation, and after a lengthy conversation where the agent refuses to escalate to a manger or return our money, we were forced to leave. We left our key cards and left. Absolutely DO NOT BOOK HERE IF YOUR SAFTEY IS IMPORTANT TO YOU.
• RA

  Ryan Alberts

  Feb 8, 2026
  3.0
  When we arrived around 7pm the front desk staff was a worker outsourced to India. My wife and I were very surprised by this. The check in went well but still were not impressed that the hotel had chosen to have someone halfway around the world check us in instead of someone local physically at the hotel. The room itself was decent, but the soundproofing was abysmal and it took until about 10pm for things to quiet down. We were located right next to the cleaning staff room and it sounded as if they were in the room with us when they talked and completed their nightly tasks. We were trying to get an early night. The showerhead and water pressure made it feel like I was using a squirt gun to shower. The location of the hotel right next to the gas station and McDonald’s also was problematic through the night when vehicles with loud exhaust or subwoofers showed up. The breakfast didn’t have a lot of choice compared to other best westerns we had stayed at previously. Although there was a physically present front desk staff working in the morning who was friendly. Overall I wouldn’t stay here again. I’d pay a little extra to stay somewhere in Flagstaff.
• AA

  AL

  Feb 1, 2026
  2.0
  I like leaving positive reviews, but unfortunately not this time. This was disappointing enough that I feel it’s important to share for future travelers. We arrived in the early evening and were surprised to find no staff physically present at the front desk. Check-in was handled through a remote video kiosk. While the representative eventually assigned us a room, they were unable to assist with any on-site questions or concerns. At no point during our stay did we see a staff member actively monitoring the property. The hotel appeared largely unoccupied, which added to an overall odd atmosphere. We also encountered individuals in common areas who did not appear to be guests, maybe so but, without staff presence, this raised safety concerns. You didn’t need a key card to use the elevator. Our room had cleanliness and maintenance issues. Multiple towels had visible old stains and wear, and the bathtub/shower area had hair remaining, suggesting it had not been thoroughly cleaned. The heater unit made loud, disruptive noises when cycling on and off during the night. Basic amenities were also few or unavailable. There was no drinking water for purchase, no water fountain, vending machines were empty or out of service, the lobby beverage area was not operational, and the ice machine (located in a laundry room 2nd floor) was broken. When we attempted to request assistance and a possible refund, the remote kiosk staff could not reach the on-site employee for an extended period, leaving us without support. We were told to talk to the manager at 0900 next day. One of the main reasons we chose this hotel was the advertised continental breakfast starting at 6:00 a.m. However, in the morning we were informed breakfast would not begin until 7:00 a.m., which did not match the listing and did not work with our travel schedule. The one positive part of our stay was a morning staff member named Alexis, who was kind and helpful. She assisted us in locating a lost wedding ring, which we truly appreciated. She appeared to be doing her best in a situation that seemed understaffed. The manager did not seem to be there at 9. Overall, while the price point may be appealing, the lack of on-site staff, cleanliness concerns, unavailable amenities, and inaccurate breakfast information made this a stay we would not repeat.

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