Baymont by Wyndham Denver International Airport — Hotel in Denver

We stayed at Baymont by Wyndham Denver International the night of Wednesday, January 17, 2024. We did not check reviews until AFTER we had stayed the night due to the fact that we had stayed at a Wyndham property previously and loved the facility and staff at that one. What a mistake! I have read other Google reviews that state this place has “poor customer service”. But I would say it is more like NO customer service and no smiles, with the exception of one man that ran the shuttle in the morning back to the airport and he was GREAT! The person that helped me on the phone to find a room seemed more concerned about getting my phone number and other information to sign me up for their “rewards” program than finding a room that fit our budget. We also needed a facility that had a shuttle service from/to the airport. The first property that he quoted me for was over $180 with a shuttle service that stopped at 11:00pm, the time of the call was 12:50am on the 18th. So why would you bother giving me any rates from that place? He did check other properties that Wyndham owned near the airport but again overpriced. At the end I wasn’t even sure what facility we had a reservation and did not get the email for the reservation as promised. In the transfer of the call to the shuttle service it sounded like the line had been picked up but no one spoke on the phone. It sounded like maybe someone picked up the call and just laid the receiver down and ignored the call. I could hear voices and shuffling in the background. Had to call back in to the reservation number and was told that there was no reservation with my phone number or name in their system. The whole process of getting the room and the shuttle just went on and on and on like that but finally got the shuttle and a room in the end. The process took almost a half hour. We had a hard time getting any employee to do more than answer a yes or no question and then stick around to see if we had anymore questions. They kept just trying to walk away after answering. We did not check to see the condition of the room that night because we were tired after traveling about 21 hours in storm warning weather starting at 4:30am from the West coast. But we did see that there were 2 large tears in the carpet so I can only imagine that the rest was pretty run down. There is so much more I could say but just read all the other 1* reviews and you will most likely be reading true reports. I have no idea how anyone could rate this place over a 1*. Even 1...

I don't normally write reviews, but I felt the need to this time because this has been, without comparison, the worst experience we've ever had with a hotel.

A few months ago, we stayed here 3 days and 2 nights, and in that time, we were overcharged two separate times; once within hours of getting there (which apparently affected everyone, no explanation given), and at 1AM on the first night for a $780 parking fee. For the two nights. Luckily, he did not have enough funds for it to go through, but we also had to call corporate just to make sure it wouldn't go through later, because the front desk didn't know what had happened and "didn't have time to deal with it."

Fast forward to 3 days after we left, and my friend was hit with a another $400 surprise charge, which put his account in the negative. When asked, they just said that the general manager would call within the next 3 days. They never called. We never got an explanation as to what the charge was for. I can't even guess; we left the room spotless and without damage, never bought anything there, didn't ask for anything extra, and left when we were supposed to. My friend filed a claim with his bank, and was able to temporarily get the money back pending an investigation. Flash forward 2 months, the claim was denied and the account lost the $400. He tried calling corporate, but they told him they couldn't do anything unless management admitted they would refund us. Unfortunately, every time we brought this up to the front desk, they said they'd take care of it, but they never did. I'm convinced they just genuinely don't care. Even after calling one last time, they refused to refund any part of this.

I don't know what's going on with this company, but I have never seen a hotel this unbelievably mismanaged. It has been a nightmare, and the best corporate would offer to compensate was not charge for parking ($16) and "3000 Wyndham points" (roughly 1/10 of a night's stay, how generous).

This is, mind you, completely aside from the somewhat dingy rooms, the bedsheets with stains and dead bugs on them when we arrived, and the cardkey system that we and several others were having a lot of trouble with.

The one silver lining I can give is that it makes me that much more excited to stay at the actually nice hotel we want to stay at next year. We will be avoiding this hotel like the plague in the future, and I highly recommend everyone do the same until they undergo massive...

My issue is with the hotel management and the front desk.

While in Colorado during the week of January 28 to February 4, 2023, my credit card was compromised and canceled. I only brought that one card (yes, a rookie move on my part) so my husband provided me a new credit card number over the phone along with the security code and expiration date to use while I was in Colorado for online purchases.

On February 3, 2023, I called Wyndham reservations to book a room for 2 nights (February 4 and 5, 2023) at the Baymont by Wyndham Denver International Airport. I talked to the booking agent and provided the credit card information verbally. The booking agent did not inform me that I would have to provide a physical credit card once at the hotel.

When I got to the hotel on Saturday, February 4, 2023, at around 2:00 PM the front desk clerk told me that I had to provide a physical credit card. I tried to explain to him that I did not have one and I did not know that I needed one as I was not informed of that when I reserved the room through the booking agent. He did not want to listen to my explanation and refused to discuss the matter on the phone with my husband. The front desk clerk walked away from me as I was trying to explain my situation. So, I sat in the lobby of the hotel with my bags until my husband could find alternative accommodations. As I was sitting there, the front desk clerk approached me to tell me that he talked to his manager. The manager said that I would NOT be charged for the room.

I then left to go to the new accommodations that my husband booked for me.

Upon my return to Maryland on Monday, February 6, my husband saw that Baymont charged us for the room. He then called them. They insisted that I was a no-show despite being refused accommodations at the hotel. He asked for the manager, but the front desk clerk denied his request. He then called corporate, who was uncooperative and said that he would have to talk to the manager at the hotel. He then called the hotel once again. The front desk was still uncooperative and told him the reason they did not let me stay at the hotel without a physical card is to protect the card holder from fraud, but they charged us anyway. I did not cancel the reservation, nor was I a no-show. Any unfulfilled obligations are the fault of the booking agent as they did not tell me that a physical card...