Atwell Suites Denver Airport – Tower Road by IHG — Hotel in Denver

The Assistant General Manager and her pawn at the front desk without a name tag because she’s using a false identity harassed my daughter and myself. I tried contacting their corporate Converge Hospitality to stop the harassment and discrimination, but the Interim General Manager intercepted the emails and failed to act swiftly or appropriately because she’s best friends with the Assistant General Manager. I requested the Assistant General Manager to extend our stay and she refused to under the existing reservation and required that I create three separate reservations. When I checked out of the first reservation she overcharged me claiming she overcharged me because she didn’t charge an incidental fee. There was no need to charge an incidental fee. To date I checked out on November 4th (from the first reservation) and she still hasn’t closed out the holds on my bank accounts. Her front desk personnel complained about my daughter’s medication being on the bathroom counter. Why was she even in my hotel room when we were away from the hotel is beyond me?! Why did the same front desk person refuse to make hotel keys that would work properly for the duration of the stay and then complain about having to bring a key to the floor. This hotel has the worst customer service. The Assistant General Manager violated the 1974 Privacy Act by sharing my personal financial information with a random customer that I didn’t know and had only met while riding the shuttle from the airport to the hotel. Converge Hospitality is irresponsive and their onsite management is filled with hate not hospitality. One of the Assistant General Manager's male friends called my hotel room asking for me by my first & last name and he asked me to confirm my room number so he could issue a discount for what occurred and then he proceeded to ask me to provide my credit card information. Of course, I didn't because I would never give some random man my credit card information especially when no one had called the room previously asking for financial information. When I asked the Assistant General Manager why would she have someone call the room phone asking for my credit card information when I conducted all previous business at their front desk she tried to pretend like she was confused and lacked understanding. How did some random man know my full name and room number when I had not communicated with anyone besides the IHG customer service center and when I called IHG the representative stated they would not call me on the room but on the phone number listed on my...

May 2023

Beware: We seemingly arrived in the midst of a moth infestation! The entire 4th floor had moths flying around, not only in the hallway but also in the rooms. Our neighboring room had to ask a room change as they found upwards of 20+ moths flying around just within their room! We (thankfully) only found a couple moths, which we disposed of, in our room. so we didn't ask for a room / hotel change.

This hotel is hard to review because there's a lot I enjoy but glaring flaws that could be easily fixed.

Service: Front desk was friendly as was the breakfast and check-out service.

Room: We stayed in a 2 Queen Beds Studio Suite (404). The hotel and room are newly constructed, with the furniture and fixtures not showing any wear and tear. The two-story entrance welcomes you into a lobby with lounges on the first and second-story and a flavored seltzer water dispenser, which was cool. But that's where the pros stop. While the room is large, the room layout was extremely poor. The room's long, high table was in the way of the sofa-bed so we had to move that around, but then the table was in the way of other aspects (front doorway!) of the room - moving the table back meant that the sofa-bed access was compromised. This is poor planning! The room included smart TV and quite a few other devices (e.g., smoke detector), which featured bright, multi-colored blinking lights that couldn't be turned off! This made sleeping, even for fatigued travelers, extremely hard. It's almost like the room's designers had never actually tried staying in the rooms they had designed!

Location: The hotel is situated around 10 minutes from the Denver International Airport (DIA) by a lot of other airport-oriented hotels and restaurants. Solid location for late-night arrival or early-morning departures but I wouldn't recommend staying here if you have other travel plans.

Value: We reserved our room with (26k) points and the room typically goes for $185/night. I felt like the room was a poor value given the various flaws described above.

Feedback: Please hire exterminators to deal with the moth problem before renting out the infested rooms. Re-design the rooms so the sofa-beds can be more readily used without having to move the heavy furniture around to block access to other ares of the room. While the hotel is new-ish, I would not look to stay here again unless the glaring flaws...

Revised Review: 1st stayed here on 12/17/22 (see 1st review at bottom) 2nd stay was 12/26-27th. Oh where to start? On the way back to FL I got stranded in Denver by SW airlines like so many others this Christmas. I'd had a great family visit and decided to give Atwell a 2nd chance, my mistake. Let me say up front, the staff is friendly if not particularly sharp, the place is new, clean and well located near the airport but... The 2nd stay started with a room that had only warm water, but not hot, in the shower. A bit odd because the tap was hot. Oh well, they moved us (family of 5) to a new room without question on the top floor (4th). The view is nice (see pics) and the shower was warm enough but still not hot. Thought I'd sleep in the next morning since I had no where to go (SW was no help with rebooking but wife snagged a United flight for the 28th) but no luck. Woke to a Fire alarm ringing loud and long and huddled outside with the other guests till they resolved the issue :( No official word but no smoke was seen. Spent the day hanging out and did enjoy the view. Tried to order room service for a late lunch but the kitchen doesn't open till 4pm. Okay, left our order with the front desk at 2:30pm and was told they would call after 4 when it was ready. Went down to check at 4:30 and staff had changed. They found our order and got someone to start fixing it. Time now 4:45pm (see pic). Should have known better, walk over to Micky D's, it will be faster and better. Everyone was friendly but no one offered an apology or explanation. All in all given the number of hotels nearby I'd recommend you stay someplace else.

12/17 (1st stay) Nice place with easy access from DIA off Tower Rd. The place is new and nicely decorated in a modern style. The included self-serve breakfast wasn't as extensive as some but covered all the basics better than most. The overnight oats with blueberries were new to me and very tasty as were the churro donuts :) The fully automatic coffee machine was also a plus. The downsides are, they are located close behind a busy 24/7 McDonald's and the staff is not fully trained. We were given wrong information by phone repeatedly about where to get on their airport shuttle from DIA (wasted 40 mins) and eventually had...