Days Inn & Suites by Wyndham Castle Rock — Hotel in Castle Rock

Stayed here as a halfway point after a 9 hour drive. The price was great. However, upon arrival when checking in I was confronted and accused of being related to someone with the same last name who apparently was banned from the hotel. Still unsure why that would have anything to do with me even if we were related, which we in fact are not. They openly told me his first and last name and that he was banned from the hotel and if we were related I would have to leave…. Major privacy issue. The elevator was out of order and my room was on the second floor. When entering the room the beds were neatly made and everything seemed in order. Went to take a shower and found a dirty tub with dark black long hair in the drain. For the record I am blonde so no it was not mine. There was a huge chip on the toilet and the toilet was not flushing. I was so tired I just went to bed and decided to talk to the morning staff. I had breakfast and shortly after felt very ill and even threw up. I went to talk to the staff about my issues and asked if I could speak to the manager after I was treated very rudely for no reason when I presented the multiple issues I had experienced. I asked if they truly felt profiling me based off my last name was appropriate and was told by the manager Lonnie that it was appropriate in her eyes. I asked for a manager she informed me she was a manager so I then requested the corporate number and her name. She then proceeded to answer the phone and then very rudely demanded that I step away from the desk so she can deal with better guests without bothering to even mute the call. Then got back on the phone and told the customer she was sorry she had to deal with a bad guest and proceeded to loudly LAUGH on the phone with this supposed “better guest”. I will never stay at a days inn or probably any Wyndham hotel for that matter because it was such a terrible experience. I usually prefer Wyndham hotels so this is a major let down. The fact that a manager would immediately address any customer concern that was presented kindly in the way she did is appalling. I truly feel Lonnie handled the situation very unprofessionally and down right rude. You’re better off going to the Hampton inn next door. I sure wish I had.

Response to owner: It’s so pathetic and honestly immature the way you respond to people on here but thats okay it’s just a direct reflection of how immature and unknowledgeable you truly are. You can try and claim that I’m being dishonest when I have it on recording and pictures as well as witnesses. I’m not dragging anyone’s name through the mud she did that to herself. You practice very poor business. Regardless your “establishment” speaks for itself to anyone who visits. So be warned people I would NEVER stay here. Look at the way they respond and try to fabricate their own reality where they are “victims”. You guys aren’t victims and it’s not on me to keep your hotel clean and even in usable condition. That’s your job. It’s also your job to be capable of even handling customer relations but you clearly don’t know how to do that either. Best of luck to you hope you’re able to get better management and truly turn it into a worthwhile establishment as everyone has room for improvement. Isn’t that right Lonnie. For the record I very clearly NEVER said she was the one that profiled my last name. I said she didn’t handle the issue of my concerns appropriately at all. You can say what you want but you cannot take back the way...

Absolutely horrendous experience here. I was visiting for medical care and the woman Lonnie at the front desk came to my door with paperwork to sign. I was still sleeping and asked politely if I could just come down later to sign it. She said VERY rudely "fine but I expect to see you down there immediately!' So my loved one called down for me to try and get ahold of a manager because of her attitude and Tim answered. He was surprisingly just as rude and unprofessional as Lonnie and started saying all kinds of lies that I was excessively needy and had asked for multiple things which was completely untrue I had not even called down once to request anything. I had no idea where he got this from considering we had never even spoken with him. My loved one explained to him that I have a lot of sensitivities and am not feeling well so to please be kind and patient.Then he said one of the most insulting things anyone has ever said to about me before. He said " if she's that sick then why doesn't she just go to HOSPICE?!!" When I was told that he had said this I immediately got dressed and left to go to another hotel. I felt sick to my stomach that someone could be so cruel and heartless to talk to somebody like that who is clearly not feeling well and in a vulnerable situation. I have dealt with bullies like this at multiple different hotels I've stayed at. People who are ill are in the category of the most high risk of being mistreated because they are often the most vulnerable just like the elderly and children. I have been living out of hotels for over a year due to traveling for medical and I have encountered this multiple times I am sad to say as far as people thinking they can bully you because you are in a vulnerable situation and not feeling well. It truly does bring out people's true characters. I was planning on staying there for a few more months. The owner therefore missed out on a lot of money for that room because of Tim and Lonnie who was clearly making up lies about me to him. I believe she did this because I had called down and asked to speak with her manager and she said he was not there. She knew I would be complaining about her so she was trying to make me look bad to cover herself and how she was acting EXTREMELY inappropriate, disrespectful and unprofessional. When I finally did get ahold of the manager he was absolutely no help and just as bad as them. Often when the front desk feels that comfortable severely mistreating guests it is due not just to their poor character but also poor management. The discrimination encountered at this hotel was sickening and I suggest that anyone who is any vulnerable situation or disabled stay far away from this place if you want to be treated ethically and with respect instead of being abused and...

My family and I booked a room for two nights through Priceline, and whether it was an error on our part when booking or whether all the information was not transferred to the motel correctly, we ended up with a smoking room, no kids, no pets, when we had requested non-smoking, two kids, no pets. There was no way we would have overlooked the fact that we had kids, so I assumed a glitch with the website. When I explained the situation, the clerk at front desk immediately threw up their hands saying they can't control the website and they couldn't help. Fine. Not helpful, but I can believe that their hands were tied.

I asked if they could put us in a non-smoking room. They said they were completely booked, but that we could go check it out to see if we wanted to keep it, but that we had to hurry because they "had people to answer to, too," and needed to be able to re-sell the room that night if we didn't want it. They told us we couldn't touch anything and that we needed to make a decision quickly. We rushed up there and the room absolutely reeked of cigarettes and we noticed immediately that the only sink drain was clogged with god-knows-what. I went back down to have them come clear the drain and went back to the room to wait for Maintenance and to try and find another room somewhere else. There were no other rooms anywhere in the area, so we were stuck. Maintenance came back and cleared the clog, putting the detritus in the toilet without flushing it down.

Aside from the overwhelming smell of cigarettes, there were candy wrappers in the nightstand, cigarette burns on both comforters, singe marks on the tub, and holes in the walls. The carpets were sticky, there was less than half a roll of toilet paper in the bathroom, the toilet was loose from the floor, and the shower curtain was too short for the curtain rod.

I understand that cigarette smokers don't expect the air quality of the room to be perfect upon check-in, but it shouldn't burn the eyes of non-smokers who have no choice but to stay there. There is also a reasonable expectation, smoker or not, that the room you are paying to rent is clean and that the facilities are in working order. To say this expectation was not met is an understatement.

This was a failing of the Front Desk for rushing us into a decision, of Maintenance for allowing the room to fall into such disrepair, and of House Cleaning for leaving the room unclean before renting to new guests. So many failings at these basic levels of service point clearly to poor management. If a motel can book to capacity on any given night, it can afford to pay its staff to do good work and to perform repairs/replacements as needed.

TL;DR: Unclean and unhelpful. Do...