MainStay Suites Near Denver Downtown — Hotel in Denver

So much negative to say about this stay. I will NEVER be staying here again.

I have stayed at this hotel every year for just about six years in a row. We had a one year break (we didn't come last year), and in that year span A LOT has changed. The hotel is definitely under newer management, which is part of the problem. Ana, the general manager, does not know how to effectively speak with customers. I am not sure if she is just awkward or simply that rude. Nonetheless, every time I spoke with her, OR ANY OF THE SIX FAMILIES SPOKE TO HER, she was nothing but rude. The first time, before our stay, she was extremely rude to me about hotel rates on FIVE rooms-- I guess five rooms bringing her hotel over a $1000 profit in two days is not sufficient for her. Then, she had me send paperwork to her, and she never had the courtesy to inform me whether she did or did not receive the paperwork. Since Ana could not send a simple email back, I had to call the hotel again and this time spoke to a different receptionist. And, it is a good thing I called because Ana had NOT told me she put our five rooms in the MainStay portion of this hotel, which - by the way, I had requested NOT to be in. Then, come to find out, the paperwork for these rooms was never applied or saved for these rooms (again Ana's fault). The receptionist I spoke to was the MOST helpful and welcoming throughout our entire stay here. However, Ana and Leslie were very unkind and unprofessional towards our entire party, and they (Ana and Leslie) later said the receptionist i spoke to did everything wrong and did not know what she was talking about because she is "just a front desk receptionist" -- literally throwing her under the bus right to our faces! So unprofessional. Literally....This just kept getting worse. We were told families that were staying in the other 4 rooms could check-in once they arrived because we knew with weather conditions that I would not likely arrive prior to everyone else. Notes were written that families could check-in prior to me arriving; however, when the day came, Ana and Leslie were extremely rude to the families. At first telling them that they could not check-in without me there-- to which I had to call and explain AGAIN that we were driving in terrible weather conditions and that this had already been discussed. They reluctantly followed through and allowed the family to check-in, but proceeded to tell them that if I was not there by 930 that they would be "kicked out!" They were not very compassionate or understanding in these events and were just simply worried about making sure they got all of their money. And, even proceeded to call us TWO more times asking where we were. I do believe if we would not have called or answered, they would have sold our rooms! Once we FINALLY arrived, 8 hours later-- in what should have been a 3 hour drive -- we were not greeted warmly. Both Leslie and Ana, again, only cared about their money. More complications were had with paperwork and things (which was at no one's specific fault), but Ana -THE MANAGER- never once spoke to me directly during all of this process. She would speak to Leslie, who would then relay what Ana had said. Ana had no clue how to handle some of the paperwork we needed, acted like the paperwork that was sent to her was not accurate, and was beyond rude to us about it. Ana also was not truthful about handling a situation with this paperwork, and due to that, the issue was never resolved. Ana is not an appropriate fit for manager, and is not worried about supporting customers. While I understand the business side of things, I also understand that there is a balance. These two have zero balance and care only about money. Everyone entering that hotel is just another money sign to them, and they will not help you to ensure you have a great experience at their hotel. This is also apparent in the appearance of the...

First I'm a diamond member  of choice hotels privileges program. I have been living and working on the road in Denver for the last 6 months.  I reserved a room for March 26th and stayed there through the 28th.Due to a personal matter a friend of mine was storing some luggage of mine at her house and brought it to me the day before I checked in unfortunately she does smoke in her very poorly ventilated one bedroom apartment. my 5 giant bags smelled of stale cigarette smoke but it was very obvious that it was stale and old at least to me it was. Upon check  out the "ladies" working the front desk decided I had smoked in the room and would be keeping my $150 cash deposit. Which was ALL OF MY MONEY. To make matters impossible Just  the night before I lost my purse  with my cell phone and all of my money with the exception of $150  that I had used to pay for deposit on the room. (Clearly not the best week of my life)

So it's possible there was an odor of of stale smoke in my room - but I would have never taken every single cent I had and put a security deposit on the room and then turned around and smoked in it.  I'm in a state where I don't know anybody  with all of my belongings and very few resources. And Of course these ladies didn't believe me - they had absolutely no sympathy for the fact that they were keeping  every single cent I had. I didnt even have the money to call a cab. Because I had misplaced my purse and cell phone I had no phone numbers on me-  no one to call. These women even refused to let me  sit in the lobby use their Wi-Fi on my tablet to try to locate some phone numbers they told me I needed to leave that I couldn't sit in the lobby. To clarify I don't have any visible tattoos or markings- I don't look like a drug addict I'm not menacing anyway I'm a five foot five brunette girl whose clothing can all be defined as "business casual" not only that but I'm a diamond member of Choice Hotels I have been staying in Choice Hotels almost exclusively for the last 6 months and  have never once been accused of smoking in a room. Because I don't. I implored the women to please try to understand I didn't have a way to get a ride I had nowhere to go I didn't have my phone and I had no way to carry all my luggage.

"That's not our problem" I was told they didn't care where I went I just needed to get off the property they didn't care how I carried my luggage I just needed to get it off the property as well. I have never been treated this way in my entire life but I never expected it from a Choice Hotel chain where I spend a lot of money. I was only able to grab a couple of my bags and I had to walk two miles to the Denny's in the freezing cold two very heavy bags.

Their lack of customer service can't even be described that way they were downright cruel inhospitable and I felt like I was robbed of all most of  my belongings and all my money. to not be allowed to sit in the lobby where  I had stayed for the last 2 days and  was a paying customer just an hour before?. This is  situation I will never ever forget. Their lack of humanity will always sting and will always be in the back of my mind I've told everyone in my company to never book or stay there and I will continue to tell every business contact I make that's looking for a recommendation on a...

냄새가 엄청 심해서 방을 바꿔달라고 했는데 풀부킹이라고 바꿔주지 않고 핸드타월 하나 썼다고 리펀드도 안해주네요. 로비에서는 수영장 냄새가 나고 호텔 곳곳에 물발자국이 있는데 하우스키핑이 퇴근했다고 아무것도 안합니다. 엘리베이터가 두개 있는데 둘 다 제대로 작동을 안해서 프런트에서 리셋을 해줘야 합니다. 전날에는 한시간 반동안 작동을 안했다고 계단에서 만난 어르신이 말씀하시더라구요. 주변은 우범지대이니 호텔 밖으로 안나가시는게 좋습니다.||||When I was entering my room after check in, it smelled really bad, like a mob or a poorly managed car air conditioner. I opened the window, turned on the fan, hoping that bad smell would go away, washed my hand and went out. Three hours later, I came back and the smell was still stinky. I went to front office and told the manager about this, and she came up to my room and confirmed the bad smell. I asked her to call housekeeping department to control this, but she said housekeeping was not available at that time(6pm). There was no other room available so she offered me to take 40 usd, move to another choice hotel, or full refund. I was not sure if I could book another room, so I chose just to stay a night there.||I found a few nice hotels with vacancy, so I went down and asked for full refund. The manager asked me if I used anything in my room, so I told her I used a hand towel.||She told me that she cannot refund my room because of the towel usage. So I asked her if she was going to sell that room to other people without any management about the room smell, and she said yes. LOL||There were two elevators but one was out of order, and the others were also not in good condition, that front staffs had to reset the elevator very often. I met lots of people using stairways, and a gentleman told me that both elevators were out of order for about an hour and half, so he had to walk to his room at fourth floor a few times. I told the manager about this, and she said there was no report about this problem.||Stairways smelled of cannabis, would be a merit for marijuana lovers. ||Hotel lobby were full of pool smell. Unique odor management.||There were watery footprints in front of elevator and inside the elevator, showing how liberal this hotel was.(Pictures attached)||Fortunately I was refunded the next night but I had to waste like 30 minutes to call Booking.com for this.||There is a major systematic breakdown in this hotel. If nothing happens, you are lucky. But if anything bad about housekeeping happens, they can do nothing after 6pm(check in is from 3pm...