Quality Inn & Suites Golden - Denver West — Hotel in Lakewood

Upon entering the front doors to check in was a female front desk employee in the lobby area physically fighting with a teenage boy and the maintenance man. The police were called to get everything stopped, which I'm sure have record of the call. The other female desk workers was extremely upset and very apologetic to us. Extremely poor conditions of our room including a fire hazard inside the bathroom. Hair dryer cord plugged in with the cord badly damaged with electrical tape holding it together. Smoke detector pulled apart inside a dirty drawer. Mold and mildew in the bathroom. Bathroom overhead light fixture and grate was very dusty and rusted at the light fixture. Torn wall paper inside bathroom. Baseboard molding falling off. Mildew inside the bathtub along the corners. Furniture was heavily damaged with dirt inside the drawers. Bed sheets were in good shape except heavy stains on one pillow. I was given a fresh pillow but none of the other issues corrected after showing the maintenance man. He took the top part of the smoke detector and the partial cord from the hair dryer and never returned the four nights we stayed. We consulted with the front desk about a new room or credit so we can go somewhere else but was denied. There was no hot breakfast available and very short supply of cold breakfast. This continued for three of the four mornings between 6:45-7:40 am. The third morning we asked the front desk worker standing alone on his cell phone behind the desk about no food available. He did come around to the breakfast area to then tell me the hotel no longer provides hot breakfast. After calling corporate office to complain it was suggested to ask for the general manager and corporate said they would do as well. I asked and was told the manager was on vacation and had no time of return. The side entrance door around the cornern from our room had a key card reader but was not needed because the door was damaged and not secure. Take note upon entering our room I took time stamped photos of every single issue in our room and also upon checking out. In addition when I reserved the room for the four night stay $558.24 the hotel deducted the amount from our credit card 3 days before checking in, also mentioned to corporate. After checking in our credit card was charged an additional $150.00 for a damage deposit. I had a discussion with the front desk with showing my photos at which point our $150.00 charge was returned. We have stayed at others Quality Inn before. Valley Alabama and Huntsville Alabama to which can be verified. Those stays were comfortable with only one issue at the Valley Alabama location having a cockroach. The manager did credit just over $30.00 for a cockroach in our room. This Golden CO stay has been the most disturbing stay we've encountered anywhere we have stayed. We will not return to this location. It was suggested that I call the health department in the region of this hotel to which I'm seriously considering. I can provide all of the...

The mattresses were too soft. When lying down, my feet and head were above my pelvis. That's no exaggeration. The second bed in the room was the same (room 218).

This time, there were other guests who, after we had gone to bed, were yelling at each other in the hall with plenty of profanity thrown in. My husband was going to go confront them but I managed to stop him. Had he gotten out the door and I needed to call for help, it would have been impossible. The phone required electrical power and was not plugged into the wall. Also, the phone had no cable to connect it to a phone jack. The jack wasn't simply unplugged, it had no cable! My husband mentioned it to the front desk when we checked out but they didn't seem to care. (He left the phone at the desk in disgust.)

That brings us to how he discovered the phone was worthless. He tried to call the front desk when I spent 10 minutes trying to get warm water for a shower. All I got was cold. He took the phone to the desk to talk about the lack of hot water and there was a sign stating they were out of hot water for maintenance, not repairs, maintenance! The desk woman mentioned the sign had been posted after midnight. (if he heard correctly, she was soft-spoken) Who schedules maintenance and doesn't warn those relying on a service? Moreover, our rate was non-refundable. Had we been told about the issue at check-in, which we weren't, what could we have done?

Breakfast was a joke. There was no meat and no eggs. We stayed at another Quality Inn in Columbia, Missouri the next night and they were the same. Nothing but breads, cereal, yogurt and undercooked waffles. (We watched one person use the waffle maker correctly but get a doughy waffle for his trouble.) When did Quality Inn stop providing a decent breakfast?

This is the worst hotel we've ever stayed in. We've stayed in hole-in-the wall independent hotels and still had better service! My personal opinion is that this hotel should be removed from the chain of Choice Hotels. Motel 6 is better quality.

I have emailed Choice a couple of times now and they are willing to give me 10000 points to resolve this even though I want a refund. That's why I say you shouldn't stay at any Choice hotel. When things go bad, they WON'T have your back! Choice just offered 16000 points, but mention a free night could be 35000 points. Don't trust the Choice brand!

Update, Choice just credited my account 16000 points. They tell me once points are accepted, they consider the matter closed. I DIDN'T ACCEPT ANYTHING! They just unilaterally decided to give points and ignore me!

Last Update: Choice Customer Support just said 10000 points is the best they would do (despite offering a measly 16000 earlier). Be warned, with Choice, you have no choice and no support!

Note the "cut & paste" response from the hotel that doesn't mention any of the problems by name...

Never written a review before but felt compelled to in this case. Made the mistake of staying here for a concert weekend due to the relatively affordable rate. Now I truly believe in the statement "you get what you pay for". This place was appalling. The interior is very rundown and old. They didn't even try to spruce up the lobby. Looked and felt unclean. The employee behind the reception desk was either having a bad weekend or doesn't like talking because he answered every question with no more than three words (and that was when he was feeling chatty). The elevator crawled up to the third floor where we were delighted to find a room that was less appealing than the lobby. Handprints on the headboard, large stains on the wall that looked unmistakably like a bodily fluid I don't want to name in this review, and carpet that left little treasures on the bottoms of your feet. The shower had cracks and stains, the sink only ran blazing hot water and the toilet barely flushed (more like a half-flush). The TV was an interesting issue as it would not turn on. Upon calling reception (the only time in my 3 night stay in which someone actually answered the phone) the same guy from before came and whacked some things around (in silence) until it came on. Unfortunately, when he left, the TV could now not be turned off and the volume would not go up or down, instead resting at a comfortable whisper level. Tried calling this in a few times but got no answer from the front desk and gave up. Had to go down to the front desk and wait for someone to appear in order to ask for fresh towels which were handed to me in silence with a literal frown lol. The opposite of service with a smile. The lady behind the desk was very cheerful and friendly the one day she was there. Besides her, the (wobbly) mini fridge was the only thing that worked like it was supposed to. Unfortunately, that mini fridge stayed empty our entire trip because we tried to spend as little time in this place as possible. I only wrote this review because I noticed a piece of printer paper taped to the lobby wall as I was checking out that listed the big Quality Inn 'Q's' this establishment claimed to uphold. Things like comfort, cleanliness, quality, service, and other things a normal hotel would go out of business for ignoring. I just thought it was funny how I experienced the opposite of quality in every single category. Maybe they were just having a bad week around there. Maybe it's a nice place during a different season. I will never know because I won't be returning to this Quality Inn or any other in the future unless maybe I'm kidnapped and happen to be held there against my will. It was a really shameful...