Residence Inn by Marriott Colorado Springs North/Air Force Academy — Hotel in Colorado Springs

This is a franchised Marriott property and does not operate with the same outstanding Marriott customer service as Marriott-owned properties. Over the past 6 or 7 years, when traveling with family and/or my dogs, I stay at Residence Inns and depending upon where I am traveling for work, I also stay at them. This is the first one, I've encountered with less than stellar customer service. I am handicapped and all the other Residence Inns across the country at which I've stayed have ample handicap parking in front of and around the building. When I arrived in the midst of a torrential downpour, there were quite a few cars in front of the building and only 2 handicap spaces - both full. On check-in, I was asked a lot of questions about where I worked (US Army is in my profile and always shows up on my bills) and I had to show my ID since I was TDY. When I was given my keys, I asked if there were additional handicap parking spaces - the guy at the desk had to go ask someone (the general manager I think) if there were because he didn't know. He came back and said there were 2 more out back, but not to worry because one of the folks out front was just unloading - when I left the next morning @ 0400 for the airport that car, nor the one next to it had moved. Actually, there were a total of 3 out back and only one close to the end of the building where my room was located. This is a large hotel and I've stayed at others with this same size and design and they had many more handicap spaces. Also, I'm a Marriott Platinum Elite member and I had to ask him if I was receiving points for my stay and that is the first time he acknowledged I was a Platinum Elite member - that is not the Marriott way - they are required to acknowledge their members and their status and refer to you by name the minute you check in. It was the Marriott book that was in my hotel room quite a few years ago that I read from cover to cover that turned me into a Marriott devotee. Their customer service philosophy is amazing; however, I've found that it doesn't always come up to snuff at franchise properties.

The room was nice and quiet and comfortable even though it faced the interstate plus the view across the way of the mountainside and the AF Academy was spectacular even through the fog and periods of rain.

The hotel is 14 miles from COS, but at 0400, it was a quick 28 min drive via backroads (not the interstate) to the airport - imagine it might take longer...

The staff was very rude. Was having a bad day all around first to have to get furrnel arrangement ready for someone close to you.then getting to hotel to remember you left your phone on Lyft car so I had to transfer money from one account to another without a phone that had no service (old one in bottom of purse) took about 14 min.when a worker. At front desk told me the MANGER said if I did not get it done in 5 min then I would have to leave cuz I did not have a room there . then seen right in there Computer I had one booked( way to treat members Marriot) after getting checked in a young man working at front desk( Terry) was so nice he was the only one there that was not rude that was helpful even took time to help me with things to room . getting to room key would not work Terry got it open for me Thank you Terry. Ran the cart back down stairs to get back to room to keys not working went back down stairs 3 times to some other guy working there tried his keys and said oh the keys are not working. ( really you think) must be the door ill have to get manaince to come take a look at it to see what he can do . i asked about how long till he get a here he said I dont know is he left me to just stand in the hall with my SERVICE ANIMAL on the other side of door getting upset cuz he knows im getting upset and. That means I might have a seizure. He gets there to try his key he says well I just fixed this door it should not be Doug this still no door open he says he will be right back 15 min later he cones back with a wire that looks like a clothes hanger and puts under door and pops it open. Goes to show how easy it is to get in there rooms nit cool at all . But I checked in at 2p.m and did not get in room till 4 45 . Not one sorry about the door did not even offer a tissue for the lose of my lived one I was grieving over . BUT if you have to stay there ask for Terry to check you in hE will treat you like a person and he goes out of his way to make sure your happy THANK YOU TERRY . and for 189.00 a night the room was like they put me in one that was not ready to be rented to anyone needed a lot of work and hotel was not that clean. Would I stay there again not...

Update: August 2025- we stayed a week for an important family event. This property is extremely well located, it has been updated and it’s clean and comfortable. Make no mistake, it’s a great choice for this area, convenient to so much. It’s our go to but I do have a few things to say this time around. The front of house team are still very professional but not as friendly as they were two years ago. The hotel also has some new local policies, like $10/day parking and a $30 fee if you wish to check in early. It used to be that they let you check in early if they could- when I called to check in early, even as an elite status member, the said they could only waive the fee if we came at 2. Granted the parking was waived but it’s not an inner city parking garage. I also don’t like the service policy, service only every other day and on our designated day they didn’t come until after 5 and they forgot a garbage. Just little things that how a decline in service since Covid recovery. Either way it’s a good property and we will be back||We stayed at this property for 30 days while helping family and it really was an ideal hotel stay. This property is well located in the new and fast developing Interquest area of north Colorado Springs. New, clean and up to date, rooms are spacious. Staff I’d professional, friendly and accommodating. They love dogs here and are very accommodating to our furry friends, a rare find. Housekeeping team goes out of their way to. Support you and love on your pets. Breakfast is enough to satisfy and save you $. 3 nights a week you can get substantial snacks and a free beer. Our only issues came at breakfast- this is a popular, crowded property and the breakfast bar is not laced out for maximum efficiency. Not enough coffee is kept out and it runs out frequently. Price and value are very good if you have one of the major discounts. Highly recommend this hotel which is our new go- to...