Sheraton Denver Downtown Hotel — Hotel in Denver

I arrived for check-in at 3 PM, after a long flight that started at 8:30 AM. Despite having Titanium status, I found myself in a rather frustrating situation. The hotel had two check-in lines, one for elite members and one for regular guests. To my dismay, the elite line had only one person working it, while the regular line had three. This resulted in the regular line moving much faster than the elite one, which contradicts the purpose of having an elite line meant for expedited service.

I ended up having my wife stand in the regular line while I waited in the elite line, which was the only way we got to the check-in counter, because the elite line never moved. When I finally reached the desk around 3:15 or 3:20, the staff member informed me that my upgraded room was not ready yet. I explained that I had a meeting at 5 PM and a dinner shortly after, so I needed the room to get ready. She responded that check-in wasn’t until 4 PM and that my room would be ready at 4. I found this response quite unrealistic, as it seemed unlikely that all rooms would magically become available right at 4 PM.

Furthermore, I was concerned about having to wait in line again to pick up my key once the room was ready. When I expressed this concern, she reiterated that I could use the elite line, which, as mentioned earlier, was inefficient. She them said that the staff needed breaks (as the reason for there only being one person working the elite line), which is understandable, but it points to a management issue of inadequate staffing rather than a guest's problem.

Upon receiving my room key, I noticed that the lady checking me in did not acknowledge my status or ask the usual questions regarding if I wanted credit versus points, where the lounge was, etc. I had to inquire about these details myself to ensure I received the points I was entitled to, as well as how to get the complimentary breakfast. While she appeared professional, her actions did not reflect the level of service expected.

Entering the room, I found it quite small but was relieved to have a place to rest. However, the toilet did not flush properly, and we discovered trash from the previous guest in the closet. This raised concerns about the thoroughness of the housekeeping service.

I spent that first night in that room, then asked to be moved to a new room the next morning and they gave me the upgraded suite room, but it was with two queen beds instead of a single king. This was fine with me, as long as the room was functional and comfortable.

This new room was quite large and very nicely set up. The rest of the stay at this property was actually quite nice, as the staff members we encountered were helpful and friendly. We really only seemed to have the single issue with the lady who checked us in, she didn’t seem to match the level of service provided by the others. Additionally, this property is very easily walkable to many sites in the area, such as the convention center, the 16th Street Mall, and many restaurants and bars. It wasn’t until we went to check out that I opened the safe to see what was in it and found lip gloss from a previous guest (shaking my head over this)… Not sure what is up with housekeeping and management at this location, but those seem to be an issue. I also feel that it’s such a large property (at 1380 rooms, it was once the largest hotel in CO, it’s now second largest behind the Gaylord) and they’re so close to a large, popular convention center that they don’t care.

There are many other properties in the area, lots more are closer to the convention center. Next time I’m in town, I’ll choose one of...

Overall, horrible family stay over New Years Eve. This was previously our favorite hotel in Downtown Denver, though after this experience we will not be back.

We were staying one night to visit Great Grandma with our 3- and 7-year old boys while on our way to go skiing. Arrived around 4pm, straight from the airport and after a day of traveling. Long line at valet, waited at least 10 minutes just to pull up to the front door. Then entered the lobby to the largest crowd we’ve ever seen in a hotel lobby, with extremely long lines of people to check in, including both the regular line and Bonvoy Elite. The app wasn’t allowing us to do mobile checkin or get a mobile key. There’s no way that our small kids could wait, given the day of travel, so we tried to get some food. It proved completely impossible to get any food from the bar in the lobby; there were people waiting in the line at the end of the counter, but they indicated they were being completely ignored. We then tried to go to Yard House, which is in the hotel; despite literally more than half the tables empty, we were told it would be over 50 minutes before we could sit down. At this point we went back to the chaotic lobby where we were unable to even find water. The kids began to completely melt, with the 3-year old crying loudly. The lines remained very long, and the app proved useless for getting to get help or being able to check in. Oddly, there were two employees giving out free coffee in the corner of the lobby, which seemed like a suboptimal use of employees given the unmitigated disaster unfolding around them. Finally, we found a quiet corner of the basement near the ballrooms where we were able to let the kids calm down and relax. After the kids sorta settled, and ate whatever remaining snacks we could find in our travel bags, I went back to the line and finally got a room key over an hour after we arrived inside the hotel.

The hotel is very good at rubbing salt in wounds. First, We received a note at checkin stating we had a $25 F&B credit; assumed this would apply to our breakfast the next morning, but no, the credit is not valid on the day of departure. We would have loved nothing more than to be able to have dinner with the kids at the hotel the night we checked in, but that literally wasn’t possible given the madness in the hotel, hence the credit went to waste. Second, the hotel charged us twice for valet parking, though did remove the second after brought to their attention.

The room was ok, though we couldn’t find the thermostat until right before checkout (hidden behind the drapes out of eyesight in the least intuitive location) - we completely baked in the room, which combined with the Colorado dry air really dried us out. The shower-head was also broken and couldn’t be adjusted.

Really hard to understand how the GM is ok with this sort of guest experience, and even when brought to his attention, does nothing about it. No attempt at comping the breakfast, parking or anything else. Over $500 for this experience, with taxes and fees. No thank you, will never again subject ourselves to this sort of...

Great Location. Overall Nice dining experiences, albeit extremely overpriced for what you get. The buffet breakfast was 60USD for both of us…and they use powdered eggs. Wait staff was excellent and always friendly, however.

Here’s my beef with the stay, we’re bonvoy members. No one ever acknowledge that. Our room was impossible to cool, the AC just could not get the room below 76 degrees. Their solution, which they couldn’t guarantee would work, would be to move us into another west facing room in the tower…perhaps since I had brought this issue up the previous night and waited nearly 24 hours for it to be resolved someone could have tried to cool a room off for us to see if the solution was even viable. Instead we were told we could try to move to another room that may not cool off….The front desk staff had originally told us they would move us into the plaza building to a larger room…that didnt happen. They brought out a manager of sorts from the back to tell me they had no other rooms available…which was a lie…BECAUSE they upgraded my in-laws when they checked-in the same day to a SUITE! And they aren’t even bonvoy members, LOL. But hey, a win for them! That was a nice big room with a view and AC that worked! So I guess they dont value bonvoy members at Sheraton? They gave us a box fan which did help a little, so we just decided to stay than be annoyed with subpar customer service.

Beef #2, the entire street floor where you enter the Tower smells like sewage. Not a little….like it smells like someone pumped a sewer out onto the carpet. It’s awful.

We paid a room rate of around 200USD/night….not including our taxes and pet fee…this is not a cheap hotel. I would expect more than powdered eggs at breakfast and a lobby that smells like 💩. As far as the AC issue goes? Look equipment breaks sometimes…but the front desk staff handled it awfully. They did give us a credit for food and beverage…which i have seen them do in the other reviews I’ve read…but then some say those credits never showed on their bill….I will see what happens when I check out tomorrow.

Ahh yes, one more thing….housekeeping skipped our room. And of course they said it was our fault. Claiming we had the do not disturb sign up. Not true. And as I write this review, it is nearly 3pm and they have yet to clean our room, even though we have called the front desk over an hour ago….trying to take a nap before another busy evening. What a nightmare.

Overall? Poor stay…couldn’t get comfortable, hotel staff lied about their room availability when offering their only solution (which they said they had no idea if it would be cooler)….upgrades to non bonvoy members before taking care of our unacceptable warm room. I’d spend my money elsewhere if coming to Denver.

We travel extensively….this has been no better than a best western stay. Save your money and book cheap, or spend your hard earned money at a...