Quality Inn & Suites Westminster - Broomfield — Hotel in Westminster

Strap in for this one - it’s a doozy!

I booked this hotel for 6 nights beginning on May 15th-May 22nd (a Quality Inn near a friend who is going through a difficult time with an adoption that has fallen through tragically - and I’ve stayed at a Quality Inn before here in Denver). $600+ room that I pre-paid via Booking .com. I gave the front desk clerk guy my I.D. And my debit card which I ALWAYS use at any hotel (including other Quality Inn hotels), when I travel, rent cars, etc. I’ve had this card since 2015. It has my first/middle name and maiden name on it. My I.D. has my first/middle name and my legal last name on it.

Well the guy got me my room keys and swiped my card and then looked at them and said “Hmm I’m not letting you into your room because the last names don’t match. And we have to put your card down for a $200 smoking fee that you’ll get reimbursed after your stay.” He said “I have no clue if you’re telling the truth or not.”

I said “That’s ridiculous I paid with the SAME card to book the room as you can see. The first two names are the same and I’ve never run into this at any other Quality Inns. I have all my booking confirmation/paid/and here is my debit card to put on file. If you must know I was divorced and the name on my debit is my maiden name hence the first/middle name are the same on BOTH cards. It’s 11:30pm and I’ve paid for the room. Please take my card and let me go to my room. Im more than happy to put my debit on file for the potential incidental smoking charge!”

He said “I didn’t need to know you were divorced. You need to leave. You can find an ATM and pay cash for the $200 deposit if you want but you are not getting your room tonight unless you do.”

I asked to speak to his manager and he said “Sure you can - in the morning, but you need to leave” and he turned around and disappeared into the back room without another word.

I then got back in my car (now almost midnight) to try and get a hold of customer service under the Choice Hotels umbrella and they said “there isn’t really anything we can do because you booked through Booking .com. You have to contact their customer support.” So I did and yup - you guessed it! They were of no help.

I pulled up the hotel policies and sent screenshots and went through every avenue I could think of as well. All Booking .com did was cancel my reservation and told me that I would be charged a $100 cancellation fee. And this is all because of just a card to have on file IN CASE I SMOKE. I’ve never smoked a day in my life. And I had a perfectly good debit card to put on file that matched all my info in their system!

So I wasn’t allowed to go to my $600 pre-paid room because of a POTENTIAL smoking fee that I was using the SAME debit card to put on file that I paid for the room to begin with. And this is all at 11:30pm last night.

I told the clerk “I’m not tracking down an ATM in the middle of the night in Denver as a young female in my 20’s who’s experienced stalking and sexual assault before.”

It was a horrible evening, and I’m bewildered at the complete lack of understanding, grace or kindness in this situation. The stress of all of it triggered a horrible migraine too which was the cherry on top while I tried to figure out what I was now supposed to do considering my $500 refund wouldn’t be reflected in my account for 5-7 business days. I luckily was able to drive almost an hour to stay with a friend around 1:30AM.

Quite a night. I truly hope I’m refunded for the $100 charge but honestly will be shocked if any customer service responds. It was just a bad night with bad service and a...

WARNING: DRUGS. Please read to keep your babies safe!!! We booked this hotel expecting a safe, clean place for our family, but instead, we experienced every parent’s nightmare. While in our room, my infant son found a narcotic pill on the floor and put it in his mouth. There was white residue on his lips and tongue. I immediately called poison control (the letters on the pill were still legible which is why I called them first) and followed their instructions carefully.

When I went to inform the night manager of what happened, he wouldn’t even look me in the eye. He brushed me off with, “I’ll let my manager know in the morning,” showing no urgency, no concern, and no empathy. What I didn’t know was that, behind the scenes, he had called EMS and the police — but never told me. I only found out when there was loud banging on our hotel room door and paramedics and officers were standing outside.

I want to be clear — I am grateful EMS came and looked my son over. That was the right call. But the way the night manager handled this situation was completely unprofessional and, frankly, rude. Instead of being transparent or supportive during a terrifying moment, he acted as though he was helping us out of concern, when it was clear he was really just covering himself. To make matters worse, during the chaos, he actually said to me, “I care more about your child than you do.”

What keeps me up at night is knowing how close this came to being devastating. This happened just 15 minutes before I was about to put my baby to bed. If I hadn’t seen him put the pill in his mouth or if he had swallowed it without me knowing, I could have woken up to a nightmare no parent should ever experience. Or god forbid this strangers pill had other drugs residue on it. People are dying from touching things with fentanyl on them. This is a serious issue, let alone the other cleanliness issues of the hotel.

Since the incident, management has been dismissive, defensive, and uncooperative, even hanging up on us when we’ve tried to follow up. A hotel room should be a safe space for families — ours wasn’t. And when something this serious happened, we weren’t met with compassion, transparency, or professionalism. Instead, we were met with avoidance and blame.

We are beyond thankful our son is okay, but the way this was handled from start to finish was unacceptable. If you value your family’s safety and want staff who will actually communicate and take responsibility during emergencies, stay somewhere else.

They are lucky we are just requesting a refund and not taking legal action. Although it may come down to that with how the manager is...

Clean, Spotless. The pool was well taken care of. the lobby was inviting. Our room was on the 3rd floor. Nothing bad to say about it either.||I had read reviews for this place and was not disappointed.||The only thing that was off was that Church Ranch Way (the address of the hotel) is a side street off a side street but there is access from the main street on Church Ranch Blvd (main access to the freeway). GPS will take you the long way around through the business park. There are a few hotels in the area so it is not weird that its over here. It is about a 15-20min drive to downtown Denver, depending on traffic.||It is two lights away from the freeway. there is an amazon Locker for deliveries at the 7-11 less than a mile away. Target and many food choices are close by.||The beds were comfortable and the room was super clean. It did not smell and it was just a great place to stay. They only service the room if you request it. You must call for changing out your towels, for which they are prompt and happy to do so. There are no sheer curtains to get privacy in the room but let sunlight in, only black-out curtains, which were awesome for napping! the wi-fi was free and it was not bad.||It looked like there was one older woman who was doing all the housekeeping and breakfast work, bless her heart, she was hustling!||The pool and the gym were not used but I checked them both out. the gym had cardio equipment as well as weight machines. The pool was very clean, indoors, and did not smell of heavy chlorine. Towels were provided in both locations. They also had a small business area for computer use as well as a meeting room.||they also have a laundry room with pay machines that is available 24/7 though I did not use.||As for the breakfast... I had read many reviews about this as well. I had to laugh about all the entries about the serving of Chicken Nuggets with breakfast. I am happy to say, YES! Chicken nuggets for breakfast! They were orange and taste like... Chicken Nuggets! they serve an assortment of breakfast fare with undercooked hash browns and they have a waffle station which is fun for kids. an assortment of cereals, Breads for toasting, jams and butter. Yogurts, hard boiled eggs. Milk and Orange Juice as well as coffee. But yes... Chicken Nuggets!!! when I read back, they have been serving these chicken nuggets for a few years. Maybe someone made a mistake and bought 10,000 bags and they are in a deep freezer HA HA HA!!! But it is an adequate breakfast. Not enough for me to give a bad review.||Overall I have no complaints and would 100%...