SpringHill Suites by Marriott Denver at Anschutz Medical Campus — Hotel in Aurora

I’m simply speechless. My family came to this hotel to have a repass in the meeting room and set it up with management ahead of time. Upon arrival they said there was no confirmation and catering was not allowed at this hotel (which at this point I’m unsure of why they would allow a gathering like a repass and then deny any outside food). When I asked the General Manager, Heather, to explain the policy she said “your lady showed me the email already and we did not confirm it so it would be $100 to use the room”. I responded that $100 was no problem for us but saying “the lady” wasn’t professional seeing as the person who came in that she was speaking to was NOT a part of our initial emails as was a random member of our family. At this point Heather became hysterical and yelled at me “what would you prefer I say?!” And afterward kept repeating “I can’t do this” when we explained we didn’t understand the no food policy since it was implied by the event and she wasn’t speaking to someone who was a part of the initial party. She believed we were attempting to set up outside of the meeting room and further explained it’s against policy to even have outside food in a hotel lobby. At first it was simply the party showing up for the repass with food like initially planned and it turned into us pouring into the lobby because of the confusion. We left and did not further the interaction seeing as Heather was not only upset but yelling because I was NOT comfortable with her tone or explanation. The person who was directly rude to her was me because she approached my grieving family rudely and changed her mind mid explanation because of MY behavior alone despite her yelling directly at me first and standing over my family attempting to intimidate her and force her to leave despite us having a confirmation email AND money if we need to change the time. I left mid conversation and my family finished the conversation professionally on their own, or so they thought. Directly after they emailed us saying they felt “taken advantage of” and that OUR behavior was “unacceptable”. This truly hurt because we’ve ALWAYS had a good relationship with this hotel. We are not unwilling to understand or adhere to policies, the general manager was rude and cold to my family directly after a funeral and then played victim. Mind you, we are a fully black family so to treat us this way felt both intentional and like ending a good friendship with this hotel that has lasted years. It feels very political which hotels should never be. I am both sad and disappointed and to paint my family as aggressive when I ALONE was defending my Grandmother and they are grieving is absolutely inappropriate. (On top of this they were ignoring someone in the lobby who was attempting to speak to front desk because she happened to be black so they ASSUMED she was a part of our party. Very disrespect and...

Our soccer youth team was in Denver for nationals. We were initially excited to stay at Springhill Suites in Aurora, especially after speaking with the team ahead of our visit. Larry, from maintenance, was truly the highlight ... friendly, helpful, and full of great local tips. He really helped salvage what turned out to be a frustrating and uncomfortable stay. Larry was the epitome of great customer service and we’re genuinely grateful for him.

Before arriving, we got permission to bring a grill and were even welcomed with utensils when we checked in. The front desk seemed accommodating at first, but the tone shifted quickly.

A misunderstanding about liquor laws created unnecessary tension. We were respectful and simply asked where it was appropriate to have a drink, but the situation escalated unnecessarily and left us feeling targeted. Meanwhile, on our last night, we saw other guests walking in with large bottles of alcohol with no questions asked. We understand liquor laws, but the inconsistent enforcement made it feel like our group was being picked on.

There were other moments that added to this feeling. Our kids were questioned and accused of splashing an unrealistic amount of water out of the pool, even though the standing water was already there when they arrived. Once again, it was Larry who stepped in and admitted he had forgotten to shut off the water. Instead of apologizing or addressing us directly, the staff member involved simply walked away. We were later told his name might be DJ, though we can’t verify that.

We also didn’t feel welcome eating our takeout meals in the lobby, despite being respectful and quiet. For a hotel that markets to traveling teams and families, the tone was anything but welcoming, especially with DJ.

To top it off, one evening during a fish fry in the parking lot (with no alcohol present), a man swinging a bat approached our group, walked through the area where kids were playing, and even went through one of the cars. It was a frightening situation that left us shaken, and it highlighted how unsafe the area felt overall. We were in the parking lot near the end of hotel because we felt unwelcome during our stay.

I’m not saying the entire stay was bad. Some staff were kind and pleasant (mainly just maintenance and early morning staff), and I understand large groups can be stressful. But the lack of consistency, the defensiveness, and the overall hostility we felt made this the worst experience we’ve had as a traveling team. We’ve stayed at many hotels and have never felt so unwelcome. For spending over $1,000, we expected better.

If teams and families aren’t truly welcome here, the hotel should reconsider how they present themselves to...

NEVER will I return to this location! From the moment I checked in, it was not pleasant. The staff was not welcoming, myself and my guest greeted the two associates as they stood around talking causally with one another. I had heavier items that I needed to transport to my hotel room and the luggage carts were very hard to steer, none of the staff offered to help me get it to my room but instead watched from the front desk and giggled at me as I struggled to get the cart into the elevator. Of all the associates we encountered at this location, only ONE was decent to work with and that was I'm sure due to the fact that I was clearly upset that I had to go get my room key re-activated since it wasn't working when I tried to enter my room the next day. She was the ONLY associate who thanked me for my business and wished me a good day. The rest of the associates were completely rude. The first morning, we were making ourselves an iced coffee at the end of breakfast hours and a kitchen staff member came right up and took everything away AS WE WERE MAKING OUR DRINKS! Clearly she could have waited 1 more minute at most. The next morning I was getting coffee at the coffee station for myself and my guest and an employee came up behind me and was waiting to get herself some coffee as well and let out a huge deep breath as if she was annoyed I was making 2 coffees. She made me feel rushed and I stepped to the side to allow her to get a coffee as well and said "excuse me" and she didn't say anything, just made her coffee and continued back to the front desk to chat with her co-worker. Not once did ANY of the staff welcome us back to the hotel when we returned for the day nor did they wish us well for the day when we would leave to explore the area. This is NOT something I've ever had to deal with while staying at any Marriott hotel. The Marriott staff at locations that I have stayed at all have the same amount of respect for their guests and have great hospitality skills, this location needs to take notes. I had several requests for my room while I stayed; extra towels, foam not feather pillows, higher/quiet floor. When we went into the room we had no extra towels, feather pillows only, SECOND FLOOR and facing the main street; Colfax. The room was so noisy and when I asked if we could be moved we were denied. There were 2 burnt out lights in the room and the towel hangers were broken. The hot tub was just as cool as the pool, which was a HUGE disappointment. I would never recommend this hotel for any travelers in the future. It's a shame there are people like this working for Marriott, they should raise their standards...