SpringHill Suites by Marriott Denver West/Golden — Hotel in Lakewood

My fiance reserved a room for me so that I could rest and catch up on sleep while traveling through Denver. The desk attendant in the evening was a lovely person who got me checked in with no issues. The room was clean and very nicely furnished. I wish I could have left a 5 star review for this Marriott location. My fiance has been a longtime member of Marriott and we have never had issues until now. At 12:30 a.m., the fire alarm went off throughout the entire hotel. I'm a light sleeper, but the alarm system could have arisen the dead. It immediately woke me up in a panic. I called the front desk and was informed by the overnight desk attendant that they believed someone had falsely triggered the alarm, that there was no fire, and they were trying to shut off the system. Every guest in the hotel suffered at least 5 -10 minutes of the ear shattering alarm system. This doesn't sound like a long time, unless you have supersonic klaxon bells going off a few feet above your head.

I heard people throwing open their doors in the hallway. Being a paranoid person, I stayed in my room, in case the alarm had been triggered maliciously in an effort to find easy victims for burglery or worse. The alarm finally shut off after what felt like a very long time. I could not go back to sleep until around 3 a.m. and then woke up again at 5:30. Needless to say, I barely slept while staying at this Marriott.

Around 7:30a.m., I went downstairs and asked the two front desk workers if the hotel had found the source of the alarm being triggered, hoping that there was a culprit who had been apprehended and was going to face consequences for their action. I was then informed that the alarm was triggered by something to do with water pressures. I inquired if there would be any compensation or refunds due to guests' suffering lack of sleep. The gentleman behind the desk seemed annoyed that I would even ask and then told me that he would have to contact Corporate to check. His aloofness let me know right away that he would not be making any phone calls to Corporate on my behalf. As I walked away, he and the female desk attendant shared a joke that I was not privy to, and laughed together behind my back. I can't help but think, due to their mirth immediately following my interaction, that it was some snide comment about my inconvenience.

Humiliated, sleep deprived, and feeling like the butt of a bad joke, I will take it upon myself to contact Corporate, as well as letting my fiance know he needs to cancel his Marriott credit card. This hotel obviously needs to have their water pressure and fire alarm systems routinely inspected to prevent future accidental alarms. My sleep is more valuable to me than money, and I will happily pay a higher rate to stay at a better maintained hotel. This is a lesson to go where you're treated best and don't give your money to corporations who employ workers who do not...

We literally had the worst possible customer service experience we've ever had in our many years of travel. The young blonde haired, biracial front desk clerk was exceedingly rude to us and gave us very poor service and a nasty attitude when he could not find our confirmed reservation, even when I was showing him the confirmation in my email on my phone. He copped a terrible attitude, such that my husband said that we did not need the attitude, whereupon the front desk clerk told us we would just have to take his attitude, sneered at us, turned on his heel, and walked away from us, leaving us standing confused at the counter, abandoned.

A few minutes later another clerk appeared from the back. He straightened out the issue. Some other name had gotten attached to our reservation, though that name was not reflected in the email that confirmed our stay. I was so enraged and humiliated by the behavior of the front desk clerk that, once finally checked in, I immediately contacted everyone I could about what happened. I contacted your corporate office, and also spoke to the front desk manager the next day. You, Manager Jason, were supposed to have called me within 3 days, and you did not. I was very disappointed in that.

My son just bought a 7,000 acre ranch near you, and we will be visiting him and his family every other month for the next few years at least. We had been looking for a dependable, great hotel where we could stay, and clearly yours is not it.

I was so unnerved by the front desk clerk, that I never want to see him again. So instead of extending our stay another day, we opted to check out. We spent the night at another hotel our second night there, and we will not be returning to your hotel. Ever.

Something needs to be done about the insanely rude behavior of that unprofessional young jerk at the front counter. He should have acknowledged his poor attitude, apologized on the spot, and treated us with dignity and respect, as paying customers, who were tired from a 13-hour drive. Instead we got a horrendous attitude, and a very nasty member of your check-in team. There's absolutely no excuse for this kind of service, especially in today's climate, where your hotel should be so happy to have travelers and visitors and all due to covid. We did not feel welcome to come in nor did we feel appreciated. You will never have our business again at any Marriott.

Also behind the console holding the TV? Peanuts, trash, and blood on...

Unacceptable Service and Disrespect for Service Animals – A Nightmare Stay

I rarely leave reviews, but after the experience I had at this so-called hotel, I feel compelled to warn others. From the moment I walked in, the entire stay was a disaster, and it started with the front desk staff.

Upon arrival, I was greeted—not by a warm welcome—but by an extremely rude and unprofessional front desk employee. Instead of a polite greeting, I was met with a condescending tone. I immediately felt like I was inconveniencing them by simply checking in. But what really crossed the line was their treatment of my service animal.

As a person with a disability, my service animal is an essential part of my daily life. It is illegal to ask intrusive questions or demand documentation for a service animal under the Americans with Disabilities Act (ADA), but that is exactly what happened here. The front desk clerk rudely questioned the need for my service animal, implying that it was not legitimate, and even suggested that it might not be allowed in the hotel at all. To say I was shocked and offended is an understatement.

Not only was I made to feel like a criminal, but the staff made me wait in a corner for what felt like an eternity while they "checked" their policies. All of this, of course, happened in full view of other guests, further embarrassing me and making me feel like I was being treated like an outsider. This blatant disregard for my rights as a guest with a service animal is utterly appalling.

Once I was finally allowed to check in, things didn't get much better. The room was outdated, dirty, and nothing like what was promised in the photos. The bed was uncomfortable, the bathroom was not cleaned properly. But honestly, at that point, I was just counting down the hours until I could leave.

This hotel not only failed in terms of cleanliness and hospitality, but it also showed a total lack of understanding and respect for people with disabilities. The experience was stressful, humiliating, and completely unacceptable. I will never stay here again, not to mention that they charged a $75 dollar cleaning fee, and a $25 dollar "pet" fee. and I would strongly advise anyone traveling with a service animal or anyone who values basic decency to avoid this place...