The Westin Denver Downtown — Hotel in Denver

Multiple inconveniences during our stay left us with a very sour taste of our experience here. Definitely not the representation and service we are used to seeing from Marriott Hotels, especially ones of this caliber and size.

The hotel rooms are very cheaply made.

The customer service was dismal.

The parking fee of $54 a night was not made aware to us before our stay, which is pretty disappointing. Staying at a downtown hotel I always expect at least a bit of parking fees, but I have always been notified of the charges and options from the hotel beforehand. This time it seems to be hidden on purpose to be surprised with such a steep parking fee, so that was a little frustrating.

I wish we would’ve known before booking everything around the hotel was under construction. We may have made a more suitable, less construction inconvenience plan. Not the hotel’s fault, just an all around inconvenience.

Room Service was timely, but not tasty. We ordered a couple different options from the room service menu and were pretty disappointed with most. The breakfast was ok, not very warm. But the sandwiches/ wraps we ordered were quite bad. Neither my wife or I could finish a single one. I will say, best thing we ordered was the ice cream. If you’re up late and get that sweet tooth kick in for some cold goodness but don’t want to leave your room, call in for the ice cream. They’re pretty large bowls of ice cream, and pretty tasty. Not a ton of options to choose from, but still good.

I tried to get coffee at their coffee shop one morning and after standing at the counter in front of the register for 15 mins and trying to get the attention of the barista, I decided to walk away and not waste more time for a cup of a coffee. Quite disappointed.

My wife and I thought it’d be fun to go for a swim, so we did just that. To our surprise the “heated” indoor/outdoor swim out pool was FREEZING. With colder temperatures outside, the pool was not adjusted to maintain a manageable temperature. Another disappointing and quick experience.

Last but certainly not least. We went about 24 hours without water/hot water in our room. On the last night of our stay the water was shut off without notice. So we had to leave the hotel to find water, restrooms, etc. and made our last evening quite inconvenient, especially for my pregnant wife. Only to find the next morning when we were preparing to pack up, shower, and check out, that the water had been turned back on, but the hot water remained off. So cold shower or no shower.

After our departure a manager had reached out to us asking if there was anyway to reconcile the water being shut off for the day. I thought it might be fair for them to just refund the one last nights stay, but she expressed that wouldn’t be an option. But instead gave us Marriott points to “reconcile” it. Which is fair, I really don’t mind, but it’s the fact that the amount of points wouldn’t even cover 1/2 a nights stay at the same hotel, or even another hotel of similar caliber. So for those points to even be of value to me I would have to stay another 20 nights at Marriott to gain enough extra points to use them. Just quite frustrating. Why even try to “reconcile” my inconvenience if you’re not actually going to do anything about it. Poor look on Marriott if you ask me.

It is truly a bummer. I don’t find joy in writing bad reviews, and frankly never do. But when I am paying this much to stay at a quality hotel and with a company of this caliber, comes with that money and prestige, certain expectations, that most certainly were not met...

Worst hotel experience of my life. Booked the Luxury, Suite, 1 King, City & Mountain View 7 months out from my wedding to sleep in separate from my fiancé the night before and to have a special space to get ready with my bridal party. Seeing that late check out could not be guaranteed on the website, I called to see if I could pay extra to guarantee 12pm, 1 hour late check out. I was told as a Marriott member this was not needed and it would be no issue at all! Called 3 months out to confirm this and then again 2 weeks prior. I was guaranteed 12pm was no issue every time. Booked hair/make up and our shuttle based on this. My fiancé and I planned to check in and spend 2 hours together writing out our typed vows into our little books, having dinner in the room and getting ready for our rehearsal together to have one last moment alone before the big day. At check in, was told 12pm the latest due to a VIP guest needing the room earlier the next day. No problem! But once we got to the room the chaos began. There was a basket of snacks, full alcohol bottles and a card upon waking in addressed to the VIP guest. The phone rings saying we have to be out by 11am. I ask to speak to the manager. As I am waiting for a call, the door knocks and they are there to collect the card and basket. They leave all the alcohol. The phone rings, the manager says we cannot check out late now and ‘how did I even book this hotel room and when did I book?’ I explained 7 months prior and have called multiple times (my fiancé had the names of everyone we spoke to.) We were told we shouldn’t have even been allowed to book the room (that I booked on their website.) We were then told that the welcome snacks and drinks were not for us and asked if we had opened or had any. We heard a long rant about how a VIP guest needed the room and there was nothing we could do and we shouldn’t even be there. Yes, that I wasn’t supposed to be there. This VIP guest was a head football coach. We know because the card was in the room. I have never felt so small in my life. Worked so hard to save for and pay for that room. After a long conversation, crying and begging, we were told 11:45 the latest and that we had to clean up the entire room and have it ready to go and if anything happened to the room while getting ready to immediately call so they could resolve it (while we were still there) so it was ready for the VIP. We ordered room service and started getting ready for our rehearsal. There’s a knock on the door- they are now there to collect all of the alcohol with a cart. Then another knock on the door 10 minutes later- and the manager we spoke with came to apologize. She said she was stressed and that she didn’t want the morning of my wedding for me to be worrying about keeping the room perfect and that our room service dinner (a flat bread and sandwich) was covered. While I very much appreciated the apology, the damage was done. I had 1 hour now to eat and get ready, and my last quality time with my fiancé before our wedding was gone and filled with stress. I spent the entire night and next day getting ready for my wedding with imposter syndrome. To note, the room was beautiful and spacious, I just wish it was a different experience. Booked April 2024 Stayed...

Great location, average room, awful service. The Westin Denver Downtown is centrally located within a vibrant Denver downtown. It is easy to step out of the hotel and walk to a number of parks, malls and restaurants.

The room is average. The layout is essentially a long hall with two beds (I'm still not sure why I didn't get a king bed as requested). The view is of other buildings which really isn't the hotel's fault. Basic amenities like silverware are missing which made my take out meal a challenge to eat. Moreover, there wasn't ample space in the fridge to fit a single take out box. On the bright side, there are plenty of lights and chargers within the room (I'm sure the family of four that I'm not would have loved this feature) and the bathroom is solid.

Service is awful. The lady who was working night on 3/19/24 refused to take the card on file. Somehow, by magic, I was able to reserve the room with a card but it wasn't "on file." I showed them a document from them to our business records office showing the card on file. No dice. Then the lady asked for my personal credit card and I paid. Then she asked me to do it again over my protest. She said "it didn't show up" on her end. Paid again. Showed her the "approved" as she was trying to say it didn't go through again. After I had already paid, she asked me for my ID. I asked her why and she starts stammering and says it is to make sure I'm the person who just paid (twice) for the room. At this point, I denied her and asked her why she was picking on me. She finally let it go and when I got to my room, it wasn't the king bed I requested (which is pretty bad because usually I get upgraded as opposed to downgraded on Marriott stays). Also, the door lock had an issue which I had to get fixed on 3/20/24.

As it turns out, I have two "pending" charges from Westin Denver Downtown. So just like Marriott states on their website, I brought this error to the Front Desk to have it reversed. Except when I brought this up to Marriott this morning, the lady working the front cheerily told me to let is post and just pay twice and take it up with my bank as it was "out of Marriott's hands." Also, she said it only shows one payment on her end so I showed her my online credit card statement which clearly indicated two "pending" charges. She noted that she believes me but noted there was nothing they could do. She even checked with the manager who apparently agreed with her.

Get better Marriott. This is the third stay in a row where I've had major issues with your service. I've already taken my non-business related travel elsewhere and I'd say you are in dire jeopardy of losing further business...