MainStay Suites Denver International Airport — Hotel in Denver

Complete trash hotel. This is a low budget hotel with premium prices. The hallways were dirty. Stairway handrails were missing in different sections which is a fall hazard. There were several crudely patched holes in the walls. The carpet in the room was torn and had stains. Walls were thin with no soundproofing. Parking lot was strewn with trash, empty beer bottles and was not maintained. I saw people in parking lot congregating and smoking drugs. The parking lot had lots of loud music at times, loud even on the top floor. There were also car alarms going off frequently in the parking lot. I've never stayed in a hotel before where someone would steal your food in the breakfast area, but it happened to me there. This hotel seems to attract a bad element. Front desk person seemed more interested in playing with her cell phone. Staff overall was unhelpful and had a surly, if not hostile attitude. Management was uncaring, had poor customer service skills and did not seem to have proper training in hotel hospitality. If you book directly on the hotel website, they will overcharge you at the hotel and then take no responsibility for it as if they are not Choice hotels. Buyer beware, this hotel practices Bait and Switch tactics. I am a Choice Diamond level member and this hotel did not have any respect for Diamond level members. This is neither a customer friendly or a Diamond member friendly hotel. After a 3 week stay, I never heard the words "thank you" or "how was your stay?" at this hotel, nothing. I stay in all levels of hotels 365 days a year worldwide and it was a relief to get out of this hotel. The standards at this hotel are very low and I'd recommend going up to the cluster of hotels up at the North end of Tower Road, as I did, for a much more...

The manager at this hotel lacks common sense, decency, a morale compass and sense of compassion for people STUCK in Denver because all flights were canceled into NYC because of bad weather. I called the hotel before I booked 2 rooms for my son and his classmates who also could not get home ( who were in Denver performing with the the ICA). When my son and his friends arrived at the hotel, the employee who this situation was discussed with was no longer there and the manager refused to honor a fully paid reservation. She gets on the phone to explain why she won't honor the reservation and was like "I'm a mom so I understand." Mom or not, there was a paid reservation made based on information received by the hotel in advance. Being a mom, one might have decided to help these kids that are stuck 2000 miles away from home trapped in a situation totally not of their doing and out of their control. I paid for the rooms in my son's name who was 20 but the room needed to be in the person's name that was 21. SO INSTEAD of allowing me the opportunity to change the reservation, she canceled the reservation and was completely fine with these kids being stranded with no where to go after I had already paid over $800 for rooms there after I consulted a staff member before I booked. . She did offer for me to forego the money I had already paid (nonrefundable)where the reservation could of just been changed to reflect that of the 21 year old to make a NEW reservation that would cost more money and I could go off and pursue a refund in the future. Managers have the ability to exercise not only good customer service, but they have discretion. This one...

Overall, the facilities at this hotel are very very nice for the price. Nice pillows, comfortable bed, everything feels new and nice. The customer service and overall staff are very below average and need improvement. It seems like this hotel is really lacking attention from whatever company owns the hotel. The shuttle service (essential feature of an airport hotel) is painfully understaffed. I had the same driver on the way to the hotel at night and the way back to the airport in the morning because he said the other driver didn’t show up. This poor man was shuttling all through the night and complained of how tired he was. This could present a safety concern if he isn’t given breaks or falls asleep at the wheel. Additionally, I was left waiting alone in the 15° weather for 25 minutes for the shuttle without knowing when it would come. I called the front desk and the guy said he could not give me any estimate and was being extremely unhelpful. Again, the shuttle is the most important part of an airport hotel so having people wait for extended periods of time with no accurate updates is unacceptable. This hotel needs a much stronger over night staff, something which I blame on upper management. Otherwise the facilities are great and I would have been happy to recommend it but given the service I cannot. Waiting outside in the cold alone at night is dangerous...