Residence Inn by Marriott Denver City Center — Hotel in Denver

This was our first time staying at this hotel, we only live a couple hours away and wanted to take the kids to do something fun. I booked online the day before and also checked in at that time, we arrived about 3:40ish pm on Saturday and there was nobody in the lobby I go to the desk and Norma starts to help me, the phone starts ringing and I told her it was on to answer, she did that and came back to help me and the phone rang again so she answered that and then told me she was by herself, she said your room isn't ready yet so I'll call you when it is ready, I'm hoping it's not to long. We decided to go park and eat at subway that is just on the corner we go there and it's closed so we go in and there's so many people waiting for their rooms, the entire lobby was full, she was having to give people keys to get into the bathroom, this was well after check in time. We decide to leave and go eat 2huch we had to pay $12 from the parking which we were only there not even 30 minutes about 3 hours go by and I haven't heard from Norma about the room, so I call no answer try a few more times and no answer, we were finally able to get our room about 9:15pm, I was then informed it would be $35 for parking also learned that the WiFi was out and had been out for hours, we finally get in there and the room is nice, smaller than we expected but overall nice, had a small kitchen everything except an oven. We made the best out of the situation. We had decided that night we would never stay at this hotel again. We went down for breakfast in the morning which wasn't the best, there was cereal, yogurt, fruits, scrambled eggs and biscuits and gravy, not a great selection in my opinion, they should really invest in a waffle maker. Another thing I didn't mention was the parking pass I 2as given didn't even work we had to get a ticket from the machine to even go park. When we went to check out I had decided to just let it all go and not complain, just cut my loses. When I got up there, I was asked how my stay was, I mentioned the late check in and about parking, Brad the general manager was working the desk, he was very nice and apologetic and made things right, I had read some reviews about him not caring about things that go wrong so I was very apprehensive, but he truly was sorry for the experience we had. They just need to make some changes and I'm sure things will run better. We will definitely give this hotel another chance is we ever decide to go to Denver for a night. Another thing when we were leaving the parking garage our parking pass didn't work nor did the person in front of us or next to us, the guy working valet had to come let everyone out. Overall it was a good stay and we did have...

this hotel is moderately nice, but the service was abysmal. The rooms are quite spacious; similar to an apartment. The toilet and shower are separate from the sink and vanity which is a plus. While staying there for a week, the room was not cleaned until the last day. We ran out toilet paper half way through the week, and had to call to request it. Upon informing the manager Jennifer of this at the end of our stay she said that it was required to request this service. I found this to be strange as we were given no indication of that and the room was cleaned on our last day with no request. Another issue with the room is that we stayed during a colder time with it even snowing some days, but the hotel continuously turned our heat down to 62 degrees. The temperature would reset every few hours and we ended up frigid at night. My biggest issue overall was how they handled a financial situation. When I reserved the hotel I had input it with a specific card that I expected the hotel stay to be charged to. I am 21 years old and as a result am not experienced with checking into hotels, and do not know the normal process. With this in mind, I asked many questions upon checking in. this included distinguishing between which card was used for a hold and which card would be charged, and clarifying that MULTIPLE times. Despite this, at the end of my stay the wrong card was charged. I called the hotel to remedy the issue and was told by the manager that “I must not have known how it works” despite informing her that I checked with her employees multiple times. She was rude and condescending towards me, and did not help with the issue in any way. It makes me very upset to write this review as I generally try to look at the positives in regards to hospitality services having worked at a restaurant myself. Had it not been the shocking response from management and poor handling of my finances I would not have felt it necessary to leave a review. I hope that this is helpful to people looking to stay here and encourages the hotel to better train their employees,...

It is evident that their this hotel is clearly short-staffed for the amount of guests it is currently willing to accept reservations for. At check-out, Arlisa (sp?) provided excellent guest service with her humor and friendliness! The engineering team was quick to address our sink that did not drain and our A/C that wasn't fully functioning.

However, upon our arrival at around 11:30PM to the parking garage, there was a sign at the elevators that said to "Call for assistance" in the event you arrived inside the parking garage before checking in. The guest service agent on the other line just told us we'd have to exit the parking garage to check-in and then re-enter the parking garage with no guarantees we would not be charged for parking in that short amount of time, which all in all wasn't very helpful. My driver ended up being charged $10 just for dropping us off. Signage at the entrance of the parking garage would be very helpful. The "Average" rating in customer service is due to the balance of the disappointing service received at check-in and the excellent service provided by engineering and Arlisa.

We understand that service would be limited due to pandemic-related restrictions and staff shortages, however it would have been helpful to have been informed we would not be receiving ANY kind of housekeeping service for our 3-night stay. We never even received fresh towels. We even found leftover trash from the previous guests in the bedside drawers. There was a bag of what smelled like 30 dead rats that stayed in the hallway from early morning up until 1PM in the afternoon, even though it had been reported hours earlier. The "breakfast bag" was less than disappointing considering other Residence Inn's in more restrictive Counties still continued to serve hot breakfasts but in a to-go format.

We hope the leadership team re-evaluates their staffing needs and guest-capacity so that they are able to provide the excellent guest service that the Marriott brand is known for and the reason why members stay loyal...