Courtyard by Marriott Denver Aurora — Hotel in Aurora

This hotel doesn't even deserve the one star I'm forced to choose. Believe me, I'd much prefer to spend my time praising positive travel experiences but my stay here was, hands down, the WORST Marriott experience I've had that I feel compelled to write a review. NOTE: If you're a government/military traveler, do not book with this hotel; look elsewhere.

I am a military member and was in the area for a business trip at Buckley Space Force Base. Our conference was expected to last 7 full days so while I was looking around for hotels that offered comparable rates to the government rate on base, I called the hotel two separate times. The first call was to ask about their government rate. The gentleman quoted a rate of $120 + tax but mentioned an extended stay rate that would get me below the government rate...great, any way to save the government money! After I contacted a few other hotels, I settled on the Courtyard as it was the closest to the base. When I called back, the lady who took my call mentioned that it might be better if I just made the reservation online since I was a Bonvoy member, so I did. Fast forward to my travel day.

I had to check in to the hotel while the Super Bowl was playing. I get it, it's a big game. But the hotel rep (who apparently is a manager on duty) was at the bar with coworkers (or who seemed like friends as there were cars parked in front of the hotel, all along the fire lane, no less) and seemed to be bothered that he had to walk over to check me in. Two seconds after he checked me in, he was behind the desk eating fries that a friend brought over. At one point, he consumed the fries directly from the container...not exactly the professionalism I was expecting from a Marriott property. I checked in and saw that the room was facing the highway, so I went back down to ask if he could offer an inward-facing room. He asked a handful of questions asking if I touched/moved anything in the room and made a comment that he couldn't guarantee anything but ultimately assigned me a different room. Again, not the best customer experience, but I was grateful he could find another room. Once I checked in and unpacked, I realized the carpet in the room was SOAKING wet. I can't explain why because it wasn't the whole room but the main walkway between the bed and the bathroom. But I didn't dare ask for another room at that point so I walked back and forth on wet carpet for the first night/day.

Business came together quicker than we planned so I had to curtail my reservation by two days, which meant I could no longer take advantage of the extended stay rate. Completely fair. But instead of honoring the government rate I had been quoted by the rep when I initially tried to make the reservation, the manager on duty (fry guy) insisted that the government rate fluctuates day by day and that he couldn't honor what I was quoted. When I then asked if I could submit a tax exemption form, he tried to explain the policy, but at one point, when I pressed him that I was with the military on official business, he insinuated that I was asking him to commit tax fraud, which was beyond insulting. What put this experience over-the-edge for me is when he said that I should've let him know what my situation was from the beginning and then he could've worked with me and refused to believe/accept that I had spoken to two of his reps before I made the reservation. He also kept reiterating that he was in the business of generating revenue and that no manager above him would honor what I was asking him to do, as if I was asking him to break the law. Considering the hotel is near Buckley, I would highly recommend that hotel management consider trying to match the government rate for their military patrons OR be clear with customers UPFRONT that the government rate changes day to day.

Marriott...do better. This is not how you run a business. Even if it is...

Giving this hotel a 1 star rating is being generous. We waited with an unattended front desk for at least 5 minutes before wandering around to find the front desk worker in a different area. We were told at check-in that housekeep was every 3 days ONLY. I've never heard of that from a hotel where my entire stay would not have been cleaned or stocked once with additional TP, towels, Kleenex, etc. The bathroom was not properly stocked therefor you had to go to the front desk to receive extra body, face and hand towels and extra toilet paper. Once we got up to our rooms, it was only downhill from here. There was NO fitted sheet on the mattress, only 2 flat sheets that did not cover the entire mattress or keep us from seeing a questionable stain on the mattress due to no fitted sheet. Our mini fridge was turned off so it was of no use to us until the following day when it finally cooled down. There were questionable markings or stain on the bathroom walls with the only nice amenity being the shower cut-out for my phone to set on during my shower. We went to the shop in the lobby for drinks and snacks but there was little to none in stock for drinks or snacks. All shelves were empty. When we picked what options we could, we waited an additional 15 minutes for a front desk associate to charge to our room. The entire lobby was full of people waiting to check-in or purchase items. We were guests among a large group of youth hockey team families, which was not a problem. My fiancé and I went to the bar around 10:30pm on Saturday night while the other hockey parents are drinking at a table near the physical bar. We walk up and the bartender looked directly at us and walked away. She took another alcoholic beverage order from said hockey parents and while we walked around the area waiting for her to wait on us, she VERY rudely said to our backs "I CLOSE AT 9:30". We understood it was way past that time but confused on how the hockey parents were still able to be served. (Note: My fiancé and I are both of legal drinking age). As we walk away with our backs to the bartender again, she yells "SO I CAN'T SERVE YOU". I understand rules, closing times, etc. as I am an adult. Her ugly attitude was not appreciated when nothing was said in return after being told they were closed. It was wrong for her to choose to only serve the hockey parents after closing and not allow us to drink as well. When I got back to our room to ask front desk more questions, they turn off all phone services from rooms so you have to go back to the lobby or call on your cell phone. The TV's in the sitting area/private booth areas do not work AT ALL. Honestly the only good thing about the hotel is the parking garage. Very disappointed and would not recommend this hotel to anyone I cared for. 10/10 awful experience for a...

I've stayed here on two occasions already, and both were extended stays. I'm a platinum member, and I've been an ambassador member in the past, and I've stayed at probably over a hundred hotels, mostly marriot.

I've enjoyed my time here, hence the second stay.

The staff are a bit quirky but very friendly and have never been disrespectful to me. When I say "friendly," I mean that they felt like friends by the time I left. I had really gotten to know several of them. The manager was very informative and helpful on both of my visits. The staff also seemed to go out of their way, such as when I lost my keys, and other times. I found my keys in the field where I walked my dog... Very lucky.

I always keep the "do not disturb" sign on my door, and housekeeping didn't bother me once, as I've read that they have in a couple of reviews.

Everything is clean and in good repair, which makes sense because it's new. The room has some quirks, such as the lamp with no bulb or switch, and switches that do nothing, but everything that needed to work worked. It was 100% functional and comfortable.

There were several days that were over 100°, and high humidity. The AC struggled but managed to keep it at about 70°-72°. I was able to set it lower. It didn't seem locked, as I've read in another review.

It's well decorated and looks gorgeous.

The walls were thick enough that I didn't hear my neighbors, or people above me, but I could hear the freeway a few times through the windows. Fortunately, I like a little background noise, but I can see how it could bother some people.

They were very pet friendly, and my dog loved it here, and the staff loved my dog. Sometimes, they'd offer him pup cups at the Starbucks.

There was no free breakfast, but the food was great, and the price was surprisingly reasonable for what it was. Honestly, I didn't mind having a little better quality after all the soggy sossages and powdered eggs. Also, it gave me something to use my vouchers on.

We had golf ball sized hail during my first stay. Never was I more happy to have a parking garage. Many people had major damage to their cars in the area.

The one thing I don't like is the Starbuck, but that's standard for many Marriots. I'd rather get gas station coffee. Fortunately, they still had the rainforest blend for the coffee makers in the rooms, which I do enjoy, and I'd steal some creamer and sweetener for it at the Starbucks. At least they had pup cubs.

Thanks, everyone, for my stays. It's easily among the top 10% of Marriots that...