1. Rio Colorado Lodge

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Red River, NM

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Rio Colorado Lodge

3.5 (6 reviews)
ModerateHotels

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The Lodge At Red River - My original request

The Lodge At Red River

(15 reviews)

$$$

The queen size bed was very comfortable and I had a corner room at the back of the lodge that was…read morevery quiet. The side window and front balcony have breathtaking views of the canyon and the fresh snowfall blanketed the mountains. Wifi was very good in my room and the coffee was tasty in the common area. The staff was very friendly and genuinely wanted to have conversations while I sat in the lobby.

This review is about customer service and communication, not a stay at the lodge…read more I reserved a room because I planned to travel to the area for a concert. When the concert was unexpectedly cancelled approximately a month before my reservation, I contacted the lodge, explained the circumstances, and asked whether it would consider making an exception to its nonrefundable policy. (see screen shot) The lodge was entitled to decline my request, and my review is not based on that decision. What concerned me was the manner in which the decision was communicated. After stating that the lodge had a strict noncancellation policy, its representative suggested that I contact the artist for help since he had cancelled and "ruined" my vacation. (see screen shot) The comment was unnecessary, sarcastic, and unprofessional. The artist had not ruined my vacation, nor had I suggested that he had. I was simply asking a hospitality business whether it would consider an exception under unusual circumstances and with ample notice to potentially rebook the room. I subsequently wrote to the owner, Steve Heglund, about the response and received no reply. Because my original request went to a general mailbox, I do not know whether he wrote the comment himself. His lack of response, however, left me with no reason to believe he considered it a problem. How people treat those whom they view as unimportant or insignificant is telling about their character, in my view. Businesses are free to enforce their policies. Customers are equally entitled to expect that those policies will be communicated courteously and without sarcasm. Unfortunately, that was not my experience here.

Rio Colorado Lodge - hotels - Updated October 2026

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