Best Western Premier Denver East — Hotel in Denver

My family and I checked in on 1/3 and we're immediately out of by the attitude of the front desk worker. She did not smile and rather than telling us politely that the reservation wasn't under my name but my mother's, she curtly told me "I don't see you in here" and stared at me. I showed her on the certificate I brought in for our free night's stay it may be under my mother's name and she responded with "well where is she?". I told her her flight hadn't arrived yet, we were just checking in before picking her up and dinner, and she proceeded to stare at her computer and tell me she needed "everyone's ID", despite my son being 6 years old. I had to go back to the car to get my wife's ID out of her luggage and on my way back in another traveler was walking ahead of me. Rather than continue helping me she went to another computer and proceeded to check that guest in while my family stood there watching her be very pleasant to this man, smiling and speaking cheerfully. When she finally did continue to help us she went back to being surly and curt, shoved a form in front of me to initial and assigned us our room. We shrugged it off as maybe her just having a bad day till we got to the room and immediately up on trying to shower noticed the very bright flourescent light in the bathroom mirror would flicker on and off continuously, making the bathroom dark on and off as we were trying to shower. When we were done we took our belongings and went back to the front desk to ask for a room change and apparently interrupted her hanging out with several guests in the lobby on the couches because she gave us a dirty look and excused herself from the group. After politely informing her of the problem with the room and asking for a switch. This same front desk agents just said "Oh", typed a bit on her computer and slid another set of room keys across the desk and stared at me. I said thank you, took them and we headed for the car as we were on our way to dinner. She saw I only had a small bag with me as I'd brought a change of clothes on a backpack but hadn't brought our suitcases in yet and called out "didn't bring much, huh?" after us and I turned around and told her we hadn't unloaded the car yet and just said "Oh." Upon returning from dinner she did not greet us, just stared at her computer as we walked by. The new room was immediately problematic as there was wadded paper stuck in the toilet, a large dirty brown stain on the lamp shade and much less water pressure than the previous room, but we were tired and didn't want to move again so we dealt with it. I took my wife to the airport in the morning and when my son and I returned the restaurant was supposed to be open but the door was locked and a sign said temporarily closed. The much more pleasant front desk agent on duty that morning went to find the restaurant worker for me and had her open the door and we went in to eat. The milk wasn't stocked so my son had to wait 20 minutes to have a bowl of cereal, half the food was cold and the waffle maker was out of batter. Ate what we could and went back to the room to gather up our things, take a shower and head home. Would not stay here again after this experience, might try a different best western in the city, only chose this one for the proximity to...

I wish I could give this shack negative stars.

Best Western has been my go-to hotel chain for over 20 years and I am being honest when I say this is by far the worst Best Western I have ever stayed at.

To start, don't even mention you can't find any luggage carts because the front desk folks won't help you find one and then you have to wander around the hotel looking for one. We did finally find one in the back of the hotel with a hobo living on it though.

Next, use extreme caution with the sleeper sofas. Not only were there sharp metal pieces sticking out of both sofas we got (second one allegedly being brand new), both of them had sheets on them that looked like they hadn't been cleaned in months. The kids almost got stuck by the metal pieces at the ends several times and their only solution was to tape the beds with some duck tape. Duck tape is great but does it stop tetanus?

Next, be careful walking barefoot, there were several screws and other pieces of garbage scattered about that we almost stepped on. Maybe invest in a vacuum?

Next, dirty cabinets...broken shower towel holder...broken jacuzzi tub faucet.

Next, the breakfast was horrendous. Cold, expensive and undercooked. For a Premier level hotel, breakfast should be complementary and actually edible.

Next, staff were snorting things off a table behind the hotel when my other half and her kids went for a walk. I didn't see it myself but I'm sure it wasn't medicinal.

Next, staff is unresponsive to complaints and will not refund terrible experiences. They will try to give you reward points knowing they don't hold nearly as much value when redeeming. They will then tell you that you should have just left...great customer service right?

Overall deplorable hotel with absolutely no quality assurance, will never stay there again and will be telling people who go to Denver to avoid the place like the plague. We paid over $400 for a two night stay and basically got a Motel 6 level experience....and that's being generous.

I spoke with the corporate office who claimed they would send people out to check on the place....hopefully some secret shoppers. Apparently corporate can't force hotels to reimburse people. This hotel needs to be kicked off the Best Western brand until they get some competent people running it.

I'm sure the hotel management will just post some pre-made message about how sorry they are...but in reality they just don't care.

My warning of "don't stay here" is an understatement. Maybe Tren de Aragua took this place over too and just don't know how to run a hotel?

I included just a few photos to prove what I mean about the cabinets and...

I booked a room for my husband's and I anniversary from 8/3/24 - 8/5/24. I booked a king suite with a jetted tub and patio. It was supposed to include a sofa pullout bed. We were given a regular king with a patio, not a king suite with no pullout couch. The front desk said the pullout sofa had been broken by a previous guest. This room could've not been a suite in the first place, it was small! They said they can give us 10,000 points (which isn't even good for a whole night) or we could get a refund and basically leave. I understand if the rooms were all full, however we paid extra for a suite. Also, I had to pay an extra $30 for a blowup mattress through instacart because our children were with us and didn't have a place to sleep due to the hotel's error! Then, we had a jetted tub that we were really forward to using. However, the jets didn't work. On top of that, there was a very suspicious man in a car for the entire 2 days we stayed just sitting where the 1st floor patios are located. Our room was a patio, no security. We reported it multiple times because it made us uncomfortable. Not a thing was done about it. We had cops dispatched 2 times. Apparently it's ok for "homeless" people to park for days on end without leaving the car, making paying hotel guests with kids feel uneasy to sit in the patio in the hotel. 10,000 points doesn't safice. This was a stressful stay, not a relaxing one as I was hoping for. The customer service isn't great either. They could care less! I'll celebrate my 13th anniversary somewhere else!! Those points if even given are worthless to us!!!

Best Western' reply: Thank you for contacting BWH Hotels.

I am sorry to hear that your room didn't have a sofa bed and the jetted tub didn't work and certainly understand how upsetting this would have been on your anniversary. From our office I can offer you 10,000 rewards points for the inconvenience. The hotel offered two different ways of resolution and you still decided to stay.

The 2 options were leaving and having no where else to stay at the last minute. Why would I want to let my children down when they too, were excited to swim and stay at a hotel because Best Western dropped the ball?? I guess since I have to settle for 10,000 points that they seem to be promising all the dissatisfied customers and clearly don't even credit based on other reviews. When I asked at the front desk when I would see my points, they told me they would take 48 hours after check out. I still don't see them on my account!

I'd give 0 stars if I...