Courtyard by Marriott Denver Cherry Creek — Hotel in Denver

I've never given a 1-Star rating to any hotel before, let alone a major national franchise like Courtyard by Marriott. This, however, was one of the worst hospitality experiences in my lifetime, to be sure.||I urge all travelers to pay attention to the plethora of 1-Star ratings HERE and on TripAdvisor, for this unbelievably poorly managed property. You can explain away a handful of poor ratings, but not the number here. Our experience was the same, and I tried for months to resolve my complaints, frustration, even anger (!) before writing this review.||We booked through a third party site and paid in full weeks in advance for two rooms, one for my wife & I and one for my son, who arrived separately into DIA, a few hours before our arrival. Our flight was a couple of hours late due to Denver weather, nothing unusual. We arrived after 11PM, but no problem, since we were 100% prepaid. (They can't sell our room out from under us when they have our money up front -- right? Wrong, that's exactly what they did.)||We waited for 20 minutes for the hotel desk clerk to show up finally and take care of the couple ahead of us, noting that they were upset with their booking also, so I knew it was likely an overbooking problem.||This was the night before our son's wedding day, by the way, a point that was 100% lost on "Tanya" the night clerk. She shrugged and said, "sorry we have no more rooms available for you, go elsewhere." Incredible.||It was by sheer will, that I refused to leave the lobby. I had pre-paid for our room, promised a King room near our son's, and I was determined to get Courtyard Cherry Hill to deliver on our contract. Finally, "Tanya" relented, and "found a room", which she delivered by handing us room keys, in disgust. ||I knew something was fishy, because if they were sold out, what was this room?||Then the other shoe dropped, and when we opened the stuffy room door, we were hit in the face with hot stale air. The AC was busted. 100% in-opp. The only window was basically screwed shut, and it was sweltering. We would not sleep. We did hardly sleep. When I rode the elevator down to Tanya, she was cold and aloof. "Sorry, that's it, last room." I asked for her name and a card, and just got her first name out of her. Of course. I asked to be comped to drinks to help us to sleep, and she refused.||Next morning, at checkout, I spoke with "Ja-Niece", who had been briefed on our encounter with "Tanya". She was aggressive and went on offense, literally scolding me for chewing out the night Clerk. Said I'd been rude and that there was nothing Marriott could or would do with my room downgrade and nightmarish stay in the hotbox because I did not book directly with Marriott, and they were free to sell our room to others due to late arrival. Also appealed to "Princess," the Manager on Duty, and she blew us off as well.||After we departed, with no apology, and only rude rejection, I called Marriott corporate offices and spoke with numerous CSR's and they promised to "message" Ashley, the General Manager of that property, who eventually called me back, but gave me the cold shoulder eventually as well, after promising me to look into the situation, and remedy our very poor treatment at her hotel.||She failed to get back to me, despite two more separate calls to report these communications to Marriott corporate. I was basically told that this property was independently owned as a franchise, and they could not control how we were treated.||All I can say is we got royally screwed over by Marriott Courtyard Cherry Creek, and they brazenly blew us off claiming that we had no rights whatsoever since we had pre-paid through a third party website, not through Marriott directly. ||I will never stay at a Marriott Courtyard again. I can...

I am floored with this location. I travel for work at least once per month, typically I stay at a Marriott so when going to Denver I stayed here. I checked in on Monday evening and went to the room to sleep so I didn't look around when I first got into the room. The next day I looked around and noticed the room wasn't the cleanest and there was bodily fluids on the headboard. Im there for work not to hang out in the room so kept it moving. Went to work and returned to the room later that evening when my co workers and I stepped out of the elevator there was a odd smell . as my one co worker and i got closer got closer to my room the smell got stronger. I think the people in the ajoining room were having a good time... my co worker was on the same floor and smelled the same thing, so we went down to the lobby spoke to the employee at the front desk he had long hair don't remember his name. He explained the hotel was full so moving the room wouldn't be possible right then we both explained its not unbearable but wanted to make the hotel aware. Wednesday smell was still there not as strong. I checked out on Thursday at 4:30am...several hours after i checked out I get an alert from my bank because this location made multiple attempts to charge various amounts to my card. Eventually $200 went thru. I checked out of this location at 430 am.. First fraudulent attempt was to withdraw $282.26 done at 1:30 pm cst second attempt $282.26 done at 3:23pm cst third attempt $282.26 done at 3:25pm cst fourth attempt $282.26 done at 4:43 pm cst fifth attempt $282.26 done at 5:11 pm cst Sixth attempt $350 done at 5:12pm cst seventh attempt $50 done at 5:13 pm cst

I called the hotel and the employee advised i was charged a $200 service charge and he had no additional information ... this was unacceptable so I asked for a manager and was told one was not in and i could leave a message to get a call back. 24 hours later no call back so i left a poor review in my Marriott post stay survey. This prompted an assistant manager from the location to reach out via email so I called him. He explained the service charge was for smoking as there was a smoking smell in the room .... THAT'S GREAT BUT I AM A NON SMOKER. No tobacco no Canabis

As I said earlier I travel at least once per month for work and i have NEVER been charged for smoking in any hotel room because I don't smoke. He also explained the charges were not done by his location but done by my bank. My bank confirmed for me these were attempts from the Marriott and that the bank does not make charge attempts on behalf of a merchant without the merchant request.

I asked the assistant manager how i go about disputing this and he is supposed to call me back. I don't think its fair to charge customers without any reasoning or to make multiple attempts to withdrawn monies from someones bank account if all those charges processed it would have been $1,811.00 , how can you charge a customer who had complained about an odor with no one having taken the time to investigate my complaint. My coworkers and I are scheduled to return to Denver in two weeks and we will not be staying at this location. Depending on the outcome of all of this i may no longer do business...

Do not stay in this hotel.||I booked two Deluxe Queen Rooms for 4/25-4/29 via Expedia. When we checked in, both my friend and I gave ID and credit cards for our rooms. My friend was put into the incorrect room: it was a king-sized bedroom and she noticed the room TV had a different name (same first name, different spelling), but assumed it was a technical glitch and that she had been upgraded. The front desk called the room an hour later (after midnight, after a very long travel evening) to confirm the name on the reservation - and did not indicate why they were doing so.||My room was not serviced by housekeeping until I called - twice - and I was met with gaslighting. "They should have come yesterday, so I don't know what happened." We literally had to make them come up the last night so we could get clean towels. ||On our last night, the key cards to that room deactivated, so she had to go to the front desk to get new keys. Both of the keys to my room barely functioned the entire time.||Before checking out, I realized I had pending charges on my card for both rooms - despite having given two different cards for the two different rooms at check in.||When we checked out, we made sure to communicate this to the front desk. They sent us updated folios and we realized at the airport that they had charged more for the second room, the folio for which still had the other person’s name AND last four of their credit card.||We waited for all pending charges to go through. My friend was charged for one night at the hotel, and I was charged for both rooms - AND hers had charges from the restaurant that she had not consented to (we assume they were made by the third, other person whose room she was put in).||I spoke with Janine, head of guest services, who offered a halfhearted apology and no other way of trying to make things right. This is incredibly unacceptable and frankly disturbing. The amount of mishandling of very sensitive financial information was reprehensible and I would have thought would result in some kind of credit to make good for the many, MANY errors on their part. The lack of commitment to safety and quality is disquieting at best and disturbing at worst. It has me reconsidering my Bonvoy status and ever staying in a Marriott...