HomeTowne Studios Denver - Airport/ Aurora — Hotel in Aurora

On April 9th, 2021 I made a reservation at the Hometowne Studios Denver - Airport/Aurora, to stay for the night. When I arrived in the parking lot, there was a lot of noise being made by a gathering happening on the balcony of the second floor. The smell of marijuana permeated the premises.

When I went to check-in the woman at the counter was less than friendly and seemed more focused on talking with her friends/co-workers. At the time of check-in, she told me that there would be a $100 deposit. I paid, I got my key, and headed up to my room. I realized my room was very close to the group of guys partying on the 2nd floor and it made me a little nervous being a single woman and having to walk near their party. However, I made it to my room.

When I walked in the room was in bad condition. The bed was more like a hide-a-bed and I found hair from the previous guests on my pillows. The small table provided was covered in crumbs and sticky stuff. The fridge had left overs from the previous guests as did the garbage. There was no soap for washing my hands, shampoo, or conditioner. In the bathroom, the walls were a dirty color and the room looked very dated. The room was furnished with a television but, no remote in sight. So, I took a shower (with no soap) and went to bed right away. I tried to get some sleep but, with the loud partying and the smell of marijuana entering my room I didn't sleep at all and was extremely tired the next day.

Upon leaving, I went down the stairs the way I got up to my room and found a group of men conducting a drug deal (the cocaine and money was out) and the door to get to the lobby was fully closed and blocked. The guy closest to me threatened me and chased me up the stairs until I got back to the second floor. I ended up walking around the building to get to the other set of stairs where I went down and walked down to the lobby. I had assumed the deposit money I had placed on my credit card would be returned to me right away as I made a similar reservation with the Days Inn in Denver the night before (a far superior hotel in every way for a little bit cheaper) and they returned my money the very next day. The receptionist told me that Red Roof does not return deposits for 5 days which made my travel that much more difficult because the $100 was most of the money that I had to get home. Thankfully, I was able to borrow the money from family.

After such a terrible experience, I had planned on making a complaint when I got home but, I received a survey in my email and completed the survey with this information. I received a typical automated email from the manager of the hotel that they would be looking into and correcting the issue so that this wouldn't happen again but, no details as to how and if they would be following up with me. Since I wasn't sure if that complaint was taken seriously and I wanted a refund for such a terrible experience I made another complaint on Red Roofs website and was told in another automated email that Red Roof was sorry and someone would be in contact with me soon. I waited a few days and by the end of the next week I had not heard anything so, I contacted them once again and explained that I wanted a refund, my deposit (which still had not come back to my cards), and someone to respond as they had not responded at all. My situation was "escalated" and at the end of the interaction I received a message from the manager of that hotel stating that they would not give me a refund. I had let them know that I would be adding reviews to Facebook, Google, etc. and contacting the BBB and Colorado Attorney General regarding the situation and so, this is the process that I am working on now.

My advice to others looking at staying at this hotel is to STAY AWAY! This was not only a terrible experience but, with running into the drug deal, it was also very terrifying and with management that is not willing to refund or take this seriously, it is not...

Nothing went well. The room was disgusting, the staff was stern and unfriendly, and the facilities were poorly maintained. The room we were supposed to stay in apparently was supposed to be cleaned and not available to rent out. When we arrived the room was the most disgusting and filthy hotel room I have ever seen. The floor was covered in leaves, the bed linens were dirty, most of the surfaces were dusty, the fridge was covered in dirt, the walls by the stove top were covered in harden grease and other stains, the toilet had caked on feces and smelled like a decaying animal, the shower was covered in grime, and the room smelled like cigarette smoke despite this particular room being a nonsmoking room. I immediately went back to the main desk to complain of the unlivable state of our room. A staff member came into the office while I was giving my complaint and mentioned that my particular room was not to be rented because of cleaning issues. I understand a simple mix-up of a computer error, but this room was undeniably the worst room at this facility. For some of the staff to be left out about the enigmatic state of a room is beyond belief. The pictures do not lie. We were offered another room at this facility, and while the condition of the new room was better it was still a room I would not trust staying in for more than the time it took me to realize its disgusting state. We decided it would not be safe to stay at this facility and requested a refund and began looking for other hotels in the area. Thankfully I did get my $50 deposit back, after reminding the staff that I paid it in cash rather than it being charged to my card. Overall I was subject to harshness, unwelcoming accommodations, uncourteous staff interactions, and a disgusting disgrace of a hotel room.

I talked with three different staff members and each one was stern, unfriendly, and confrontational. I asked basic question and was met with an unwelcoming harshness. We arrived on sight at 11 AM and asked when the earliest our room would be ready and I was met with an extremely harsh, "Check out is at 11, check in is at 3" with no regard to my question. I asked again and was met yet again with an extremely harsh, "Come back in an hour and a half and your room may be ready." When I arrive early at a facility I always like to just ask if an early check in time is available. I am not expecting my room to be ready, but a pleasant surprise is a nice touch to an accommodating and friendly staff. To be met with such a stern and harsh answer to a simple question that could have been answered more courteously caught me off guard and left a bad taste in my mouth before I even paid for my room. I came back after an hour and a half and again was met with the same stern and harsh answer of "Check in is at 3." Okay, understandable. It can take a while for staff to clean rooms, I recognize that. So I came back again latter at 5pm. A new person was behind the desk. We were going through the check in process and I was asked to provide a down payment of $50 for the night. Not a weird requirement just an unexpected one. Next I was required to sign a contract stating rental procedures for a week long stay. This was not advertised anywhere on this sight nor at the facilities until the moment came to sign on the dotted lines. Now came time to pay. This website requires a card, no big deal because this website also stated this facility has guests pay on property. I was intending to pay for my room with cash, but the person who was helping me gave me no warning a charge was to be placed on my card and gave me no other...

My experience with the HomeTowne Suites by Red Roof in Aurora was only positive in that I could make a reservation online. Everything else was a nightmare. The service at the hotel, the accommodations, and the customer service in trying to resolve my stay were all so poorly handled without any care for the customer.

I made a reservation at this hotel in February, for a one night stay in July. We arrived at our hotel at midnight as our flight got in late and when we got there, the phone to call the front desk (lobby was locked after 11pm) was broken and hanging off the receiver. We knocked for about a minute and someone was inside to help check us in. We were given room that had the door left cracked open and trash on the ground outside the door. There was no way this is acceptable or comfortable for anyone staying in a hotel. We went back to the front desk and asked for another room, but there was nothing left. We were forced to find another room at midnight on our own, and had to pay much more to get a room too. There was no effort to help me find another place to stay, and no guilt or remorse for the situation.

This hotel refuses to refund us for having to pay out of pocket for our emergency reservation, even though they left us out on the street to fend for ourselves. While we were reimbursed for the original stay (and rightfully so), we had to pay nearly 3x to stay in a room at another hotel. This is not something we should have to take care of for Red Roof’s horrible customer service and planning.

When I tried to resolve this with the Guest Relations team I was hit with tons of roadblocks and poor service. I called and spoke to a representative who didn’t know how to solve any of my problems. I received a follow up e-mail asking for more information, and when I replied to it the e-mail bounced back as invalid.

Each representative I spoke to was rude and abrasive, with no customer service skills whatsoever. I was eventually escalated up to the Guest Relations Manager, Christopher Gordon, who never returned my call or emails. My case was eventually escalated to Sergio Padilla, Regional Director of Operations, who has also still not sent any response about my inquiry and/or refund. I had to contact him on LinkedIn to get a confirmation of my escalation as he would never respond to my calls or e-mails.

My expectation is that a reputable organization would provide reasonable accommodations for a stay booked well in advance, and if they cannot they should cover any additional cost to reach a reasonable accommodation. I will never use any HomeTowne Suites or Red Roof...