Reviews

This profile includes reviews for Royal Gorge Route Railroad's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Royal Gorge Route Railroad

  3rd Street Canon City, CO 81212

• 

  Royal Gorge Route Railroad

  401 Water St Canon City, CO 81212-3761

Review Details

• Review fromNick H

  Date: 05/08/2024

  1 star
  Was treated very rudely and disrespected by staff. They do not understand the rules for service animals and break the law asking questions. Then one of the staff become aggressive and tried to fight me after I told them they are wrong and breaking the *** guidelines.

• Review fromTyrongela R

  Date: 03/29/2024

  1 star

  Tyrongela R

  Date: 03/29/2024

  I regret to report a deeply disappointing experience at Royal Gorge Route Railroad in ***********, CO. Despite our excitement upon arrival and warm initial reception, we were abruptly displaced from our designated seating due to a managerial oversight. We were relocated to an inferior seating arrangement lacking space for our party of five, with an ambiance that felt discriminatory. Our pre-paid meal vouchers and reservations were disregarded, and the manager, *****, displayed unprofessionalism. Despite our demands for restitution, we received only a token gesture of one complimentary dessert. This ruined what was meant to be a joyous occasion celebrating my mother's birthday and fulfilling my daughter's dream of riding a train. I caution against patronizing Royal Gorge Route Railroad, as our $798 investment was undervalued and our dignity disregarded.

  Royal Gorge Route Railroad

  Date: 04/02/2024

  Dear **** Family,
  
  After chatting with you personally at the Depot, after your journey, it sounded like you enjoyed your trip and that our team took great care of you. While we appreciate that youve reached out, we are truly surprised by your note.
  
  For more than 24 years, weve taken care of people from all over the world as they ride our train through the beautiful Royal Gorge. Our staff welcomes people from every city, state, country and culture and we take pride in offering an experience that is appealing to people across the globe. We travel quite a bit ourselves and absolutely love the diversity our train draws to the Royal Gorge.
  
  Our team works hard to create a wonderful experience for everyone who rides, and we are so sorry that our re-seating process wasnt handled smoothly. While our seating assignments are computer generated after each reservation, our staff also does its very best to ensure everyone is comfortable. In this case, we errantly issued the same tickets for one table (it happens rarely, but it does happen on occasion), and it sounds like where we ultimately sat you and your family didnt meet your expectations. Your new seating was in no way related to race.Most of our trains tables seat up to four guests. Since you were a party of five, our team was purely seeking out a space where all five of you could comfortably sit together.
  
  *****, our ******** Manager, and *******, your Server, personally care about everyone who rides our train. Throughout your journey, I know that ***** worked hard to enhance your experience, taking the time to check in with you throughout your ride, upgrading your beverages, seating you in a bigger booth so your family could be together,and gifting your family birthday cake. *********************** happy birthday as well. 
  
  We know that a member of your party also praised ****** efforts and sincerity his care and concern shined through during your journey, and we were grateful to know, at that point, that your group felt taken care of.
  
  We are disappointed to hear that, ultimately, you feel we didnt make things right. We sincerely tried our best. 
  
  To be clear we do not discriminate. We do not tolerate racism in any form. We never have, and we never will.
  
  Sincerely,
  
  *************************
  General Manager

• Review fromKesha F

  Date: 10/25/2023

  1 star
  Collective my party spend $985 to be racial profiled and subjected to **** poor customer service. They refused to assist with helping to assist transportation to the train for a disabled member of our party despite having a handicap golf cart within view. The driver of the cart was very rude and disrespectful. Train left 20 minutes late and returned 10 minutes early. The restroom had urine all over the toilet seat. I could go into more details, but I recommend that you save your money. It's not worth it.

• Review fromAna L

  Date: 03/29/2023

  1 star
  I called every day, (10 times during a day) during 3 days cancellation policy period to receive my full refund because my flight was canceled. I left 20 voicemails and emails. No one ever reached out back or replied. Lost my 240$ because of the TERRIBLE customer service! Don't bother, this company is a shame and a SCAM!!!!!

• Review fromMaurene H

  Date: 08/01/2022

  1 star
  4 friends and I booked a Vista Dome trip for $119 each. When we arrived at the station, we were given tickets for the ***************************** car, which had NO Air conditioning, the seats were very hard and uncomfortable. I called to ask for a $30 refund per ticket because the seats we were give were much worse than coach (padded seats/back, and very cold A/C. I have tried to reach them for 3 days since the day we got home. Once I got a real person, Charli, but have yet to receive a response from them 4 days later, after numerous calls. We were the victims of a bait and switch, and feel we clearly deserve a partial refund, since we got a much lesser quality than we ordered. Their excuse was that the Vista Dome A/C was out--so why put us in another car without it??