Comfort Suites Denver International Airport — Hotel in Denver

The hotel itself is nice enough. We had no issues with the condition of the room or the property. We have 3 kids and with the ages and dynamics of the kids we prefer to all be in the same hotel room when we travel if possible. We were able to do that due to the number of beds in the room at this hotel.

The front desk staff and front office manager was a different story though.

We stayed 2 nights at the end of July 2020. Shortly after we checked in we dropped a jar of salsa while putting it in the mini fridge. The glass shattered all over the tile area and onto the carpet. We called for housekeeping to bring up a broom or mop to help us clean it up.

A couple hours later still no housekeeping so we stopped down at the front desk. 2 people were working. They told us housekeeping had left before we even checked in and there was nothing they could do for us. They said we could call housekeeping early the next morning. We asked if they expected us just to keep walking over broken glass all night. They said there was nothing they could do.

So we called choice hotels customer service. They seemed very understanding. They filed a report. They said we could view it on our choice rewards account and said they would follow up via email or call.

I can't see it anywhere on our account. They didn't so much as send any acknowledgment of the report to our email and there hasn't been any follow up.

Going back - shortly after getting off the phone with customer service we went down to the front desk again. We talked to desk clerk Maris. We asked if she could at least open a housekeeping closet so WE could get a broom so we weren't walking on broken glass in our room. She told us she did not have access to the housekeeping areas. I asked her if she had access to any broom anywhere in the hotel. After looking around Maris came back with some tiny wet broom and handed it to me. As I was asking her for the General Manger's name a regional manager walked in and she said we could talk to him. This was at about 8:30pm.

The regional manager, Ben, was actually very helpful. He found a housekeeping cart and came up himself with a broom and cleaning spray to help clean it up. I asked him if it was true that the front desk staff did not have access to a housekeeping closet. He said they do have access to housekeeping areas and that the 2nd person working earlier was actually one of the managers.

So for all the time I wasted talking to the front desk staff, talking to customer service, and now writing a review.......it all could have been avoided if the desk clerk, or the manager, had taken the time to walk down to a housekeeping closet and bring me a broom so myself and my family didn't have to walk over broken glass (we put several towels down - but it was all over).

That is clearly something that is within a desk clerk (or front office manager's) job description. It's not anything exceptional or out of the ordinary. Through college I worked the front desk and night audit and as a shuttle driver at several hotels. Once housekeeping leaves for the day most things like that fall to the desk staff.

I'm not sure if Ben was randomly wandering through his properties that late at night, or if in fact a report was made and he saw it come through an email that quickly. I have no idea.

I still would have appreciated, at minimum, a prompt call or email from the hotel's manager. Not helping us clean up broken glass in our hotel room was just plain laziness on the part of the front office staff - including a manager. Not the kind of hospitality we expect...

Our experience with this hotel got off to a rocky start, but overall was pretty good.||Several days prior to arrival in Denver I had taken the time to correspond via email with the hotel to make sure I understood what to expect when we landed. Apparently they only reply once per day to all their inquiries, which seems odd in this age of instant electronic communication, but worse than that, the responses I got were brief and lacking any detail. For example, they could have explained where to meet the shuttle outside the airport which is not obvious if you haven't ever been through DIA (exit door 512, island #3), but I had to get this information from the airport information desk. They also could have told me that their shuttle was a black Mercedes van which would have eliminated a lot of guesswork as we sat waiting at the terminal. To their credit, they did say that they only pick up passengers once per hour at 25 minutes past the hour, but that piece of information was only conveyed when I specifically asked about the timetable and is not included on the website. Last but not least, all the many different shuttles from various establishments are conspicuously marked on the exterior of the vehicles so passengers will know which one is associated with their chosen hotel. Some shuttles serve more than one hotel so there may be several logos displayed on one vehicle. As soon as the driver comes to a stop at the airport, they open the sliding door on the side of the vehicle for passengers to exit, and unfortunately the Comfort Suites label (and ONLY their label) immediately gets completely covered, making it impossible to know that this is the vehicle you've been patiently waiting for! The net result for us was that even though we had already been waiting 45 minutes for our ride, we missed it the first time it came and had to wait a full additional hour for the next pass. During this 105-minute debacle we discovered that most of the other hotels run their shuttles twice per hour and have multiple vehicles and drivers which obviously serves to minimize wait times for their guests. The point is that ALL of the above could have been avoided with a simple 10-second cut-and-paste email message!||When we finally got to the hotel, check-in was smooth and our room was clean, relatively spacious, and pretty nice overall. Some of the reviewers here mention excessive noise, sketchy characters milling around, unfriendly staff, and a building in need of renovation, but none of that was part of our experience. Yes, the pool water could have been about 10 degrees warmer, and the hand-held shower attachment in our bathroom didn't work, but I would definitely stay here again. Hopefully the shuttle information I mentioned above helps other potential guests avoid a long, cold, unpleasant wait outside the airport, breathing exhaust fumes from the constant flow of vehicles through the...

A Disappointing Hotel Experience: Reservation Fiasco and Unfulfilled Expectations

Introduction: It is with great disappointment that I recount my recent experience at a hotel, which left my family and me in an incredibly frustrating situation. Despite having made reservations well in advance and confirming our room availability multiple times, we were shocked to discover upon our late-night arrival that there were no rooms available. This unfortunate turn of events, compounded by the lack of alternative accommodations in the area, has compelled me to share this negative review.

Reservation Mismanagement: Our experience began on a sour note when we made reservations at the hotel over a month in advance. As responsible travelers, we diligently called the hotel on several occasions to ensure that our reservation was intact and to inform them of our late-night arrival. Each time, we were assured that our room would be ready and waiting for us. However, upon our arrival at 2:00 am, we were informed by the staff that there were no more rooms available. This blatant disregard for our confirmed reservation was not only frustrating but also inconvenienced our entire travel party.

Lack of Communication: What added to our frustration was the fact that our family had been staying at the hotel for a few days prior to our arrival. It is incomprehensible that despite their knowledge of our group's stay, the hotel failed to reserve a room for us. The lack of communication between the staff members, leading to the mishandling of our reservation, is simply unacceptable and reflects a lack of professionalism on the part of the hotel.

Limited Alternatives: To exacerbate the situation, the hotel staff informed us that there were no available rooms in the area. This left us in a precarious position, stranded at 2:00 am with no alternative accommodations. It is the responsibility of a reputable hotel to have contingency plans or at the very least, assistance in finding alternative lodging for situations like this. The lack of support and options provided by the hotel only added to the frustration and inconvenience we experienced. My boyfriend and I had to pile in with my parents, waking them up. 8 people to a room.

Conclusion: My experience with this hotel was nothing short of a complete letdown. Despite having made reservations well in advance, confirming our room availability multiple times, and having family already staying at the hotel, we were denied our reserved room upon arrival. This lack of professionalism, mismanagement of our reservation, and failure to provide viable alternatives left us in a distressing situation. I urge future travelers to exercise caution when considering this hotel, as it fails to deliver on its promises and demonstrates a lack of regard for its guests' comfort and...