Best Western Denver Southwest — Hotel in Lakewood

Warning!!!!!!!!!!!!! It should be labeled in various places about the situation with the no elevator. There is absolutely a sign at the front desk but that doesn't do much when the man that checked us in didn't even help us with our bags to the room. Like we had asked. I have a bad back, I suffer chronically and just traveled 8hrs in a car. This is my first experience at best western. Booking through work, because cool enough we get a discounted rate so I was so excited it being my 40th birthday. Friday morning we receive a call to our room. My daughter answers and thankfully hands the phone to me.

He says he's their GM and that their system went down over night and that our room was showing vacant, so he needed to get all of our information in the system before they double book our room. Makes sense. I GIVE THIS MAN WITH AN ACCENT MY HOME ADDRESS, (I'm a single parent) traveling out of state with my 21 yr old daughter. I'm in the middle of getting ready so I tell "Phillip" ( didn't catch his last name) the GM, that I will come up front and give him the rest of my information in 5 mins. He didn't skip a beat. The kid at the front desk lost the color in his face as I asked for the manager that didn't exist. As well as the manager on duty was a female not a male. He was the only one to patch phone calls through to rooms in this place. He told me himself he had been the only one on shift and not patched anything through to me or anyone else. I was absolutely sick. So due to the fact outside phone calls cannot come through without being patched through the front office. It was someone in the building. So either an employee, or a guest. This man was professional. I have been taken advantage of and am very cautious. The female manager, Meredith was as helpful as she could be under the circumstances and told me she'd investigate with higher up and contact me back. We left to purchase a baseball bat we were so uncomfortable. We left 2 numbers to contact us. We left for hours. Come back to a shift change with still nothing. That's when Greg, the owner took the situation into his hands.

I was visibility upset and very uncomfortable and he did not treat the situation respectfully or professionally at all. He spoke to my daughter rather than myself. I didn't yell. Or swear or anything out of context. I was just terrified. He told me they were not responsible for the company their guests bring into the building!!!!!!!! And accused it of being through 3rd party when booking(I booked through my work, that's not the case) Noone knew I was there. I was shocked. He asked me if I was looking for a discount! He told me the only person to access the phone records and video system was out of town due to his wife being very ill. Understandably so I've waited over a week. Still nothing This is horrific. It was such an uncomfortable trip. We left early. Didn't do the concert. Moved rooms. Didn't want to sit in the hot tub because it felt like someone had been watching us. I stayed here rather than a vrbo as a women traveling with her daughter alone, I hoped to feel safer being around allot of people. I do not recommend. The location was clean and nice inside, I'm so sad it was such a horrible experience. The breakfast was nicely set up. Clean. Short stuffed but very kind and accommodating. I read reviews on the way home seeing if I missed something. I do not feel this was a fluke thing. Protect yourself. I'm in communication with my work, so they are also made aware of...

I want to start this post by saying I am disabled and recently had a head injury and was clearly discriminated against by this hotel today.I will also be filing a complaint for act of discrimination with the Better Business Bureau.

I recently had a house fire and my family and I stayed at this hotel. Everything was fine we were their for several days with our service animals. We were very respectful. Our animals were quiet, We cleaned everything we used. They gave our deposit back even waived the late fee because we needed to stay a little longer.

I left them a great review. They even checked my room before I left and returned cash deposit. Well, let’s fast forward to today. My family and I ended up moving into a house that was uninhabitable. We had to move out immediately but unfortunately we can’t move into our new house until the 1st of September.

I thought great I’ll just go back to that hotel until we can move in our new house. Mind you I recently had a head injury from a fall because I’m disabled so I have a huge scar on my head.

I booked the room the day before, went there and the owner checked me in, let me move all my stuff into the room knowing of my service animals.

My 14 year old and I were tired, had been moving and cleaning all day and were extremely exhausted and ready to relax.It’s after all this where I was discriminated against and felt dehumanized.

Next thing you know they tell me I cannot stay here I’m on the no stay list even though they had just checked me in and let me move into a room. When I left last time I took all my trash out, wiped down all surfaces, left a pile of towels and sheets. They even walked through and gave my deposit back.

The maid was up front talking down on me saying I left the room a complete mess, which I didn’t there is just absolutely no circulation in the room at all… The room already smelt of animals when we got their last time I didn’t complain. We also never had them clean our room and cleaned it ourselves the entire time we were there and made sure to clean up after ourselves at breakfast, after our dog or any other facilities we used.

The point of this review is that I do believe the maid just didn’t want me to stay there because I looked “homeless” because I was moving and I forgot to tip her last time at breakfast.(I actually meant to literally forgot)

The only reason she recognized me is from my scar and was judging. I even offered to pay the pet fee. It was very discriminating and made myself and my son feel terrible after an extremely difficult couple months.

Not to mention after moving all day we had to repack our stuff and our service animals and figure out somewhere else to go in the hot car.

The point of this review is the people who run this facility are heartless and definitely will judge you at all costs. After I brought up all my points the housekeeper tried to accuse me of having more people in the room. Mind you my 2 children weren’t even with me most of the time last time and only 1 was with me today, she was clearly just trying to make up any excuses to the owner why I can’t stay.

I am just a disabled mother who has lived in the same house for many years and am having a streak of bad luck and I do not deserved to be judged.

I also wanted to add… they would have had a lifelong customer who is a native to Colorado. However now all they get is this...

“This place could be 4+ stars… but falls far short!”|We stayed here September 6–8, 2025. Unfortunately, our experience was incredibly disappointing from start to finish — and it’s a shame, because this property could be excellent with proper management.|We made and paid for our two-night reservation in person at the front desk at 11 a.m. the first day/night of our stay, and were even shown our room at that time. It wasn’t yet clean, which was fine. We were assured the room would be ready when we returned and the rate would match the one listed on the Best Western website, as shown to the desk employee at that time.|When we returned that evening, however, the room we reserved was not available. In fact, we were told there were no rooms available at all. We had paid for a room...so after some time, the front desk staff found a room for us — but upon entering, we were immediately hit with a strong smell of carpet cleaner and discovered the carpet was still wet from a carpet cleaning that day (staff told us). We had no other option but to stay in that room.|Our next issue: the air conditioner did not work. The front desk staff were kind and came to check it, making an attempt to fix it, but it was still not working the next morning. We were told it would be repaired during the day. When we returned that evening, it had not been fixed.|At 11 p.m. on our second night, two different staff members — one appearing to be the manager — made multiple trips in and out of our room trying to repair it. The manager said he would return shortly with another room option, but he never came back. The following morning, we learned there had been a police presence and lockdown in the area that night, which apparently kept him busy — but we were never informed of this at the time and the manager NEVER returned!!!|Upon check-out, we noticed our bill was incorrect. The front desk clerk (mentioned the employee who made our reservation was new) assured us he would correct it, but later admitted he could not and said only the manager could make the adjustment. We were told the manager/owner would not arrive before we needed to leave, but that he would call us. He never called.|Over the next several weeks, I made many calls trying to reach the manager to resolve the billing issue. I finally had to contact Best Western Corporate for assistance. Even then, I never received a call from the manager or owner. Instead, his wife eventually agreed with Best Western Corporate to correct the billing — but her “correction” was a mere $30 credit, which was not the correct adjustment.|Best Western Corporate themselves expressed disappointment in the level of customer service and lack of follow-through from this property. They explained they could not make billing adjustments and could only encourage the management of the hotel to do so appropriately.|It is very unfortunate that I have to leave such a poor review, but I gave the hotel weeks to make things right before writing this. The front desk staff were kind but powerless, and the housekeeping staff were outstanding — the property itself was clean and well maintained.|However, the management’s complete disregard for guests, failure to communicate, and unwillingness to resolve issues made this stay extremely frustrating. This place could easily be a five-star experience, but until management changes, I cannot...