Suburban Studios Westminster Denver North — Hotel in Westminster

I booked this hotel through booking.com. They (booking.com) usually does a great job with informing customers of any extra fees that may be due at the time of check-in. There was no such information however, when I arrived at the hotel, my card was declined. The front desk clerk told me that they do not charge any pre-authorization fees. I showed her my balance and tried again. I was still declined. I cancelled that booking. The next day I returned to hotel with a new reservation and put more than the exact amount for the hotel on my card and was approved immediately. There was an unofficial sign on the desk stating that every person who books a stay will be charged a fee for an unknown and varying amount. I asked the front desk clerk how much would the charges be and she told me that it varies but, it starts at $70. Before I checked out the following morning, I noticed my card was charged for $27.94. I went to the front desk clerk to ask about the charge and there was a line forming in front of the check-in window 10 minutes after the 9 a.m. opening time. I overheard the complaint from a man who stayed for 3 weeks so far. He explained that he was charged an extra $40 and asked what it was for. The front desk clerk told this man that the weekly rate for his hotel stay went up in the middle of the week and he had to pay the difference for it, even though he prepaid online when he booked the room. When I spoke with the front desk clerk, I immediately, explained that the lie she used for the man before me does not apply to my stay because, I only stayed overnight and received a $30 charge. She told me that there was nothing she could do about it. I demanded to speak with management who informed me that, although the charge says it is from "Suburban Extended Stay," "Choice Privileges" are the ones who charge these fees and they have no control over the amount or when it is credited back to my account. The manager told me that, once I check out, the money would return to my card in 3-5 business days. This was July 6, 2020. I called Choice Privileges Customer Service on July 13, 2020, who said that I should have received my money by this date and called the hotel for me. The hotel attempted to tell Customer Service that because my card is a Debit card, it takes longer to have the money credited back to my account and should receive the $27 within 5-10 business days. I attested that this deduction should have never taken place. I signed a document that gives a warning of a $250 fee for room damages. This signed document does not list any other fees or possible fees for any other reason than damages. These staff members steal money from the guests and blame Choice Privileges. If you do not know what to look for or where to look, they will railroad you. What this hotel has committed was fraud: willful misrepresentation for personal gain which in this case is money. Being an Elite Gold member, I do not appreciate being taken advantage of. I paid for fair service and this was anything but fair! These people ought to be ashamed. They should, at least, be fired for theft! If this is how you do business, prepare to have no business at all. P.S. It is now July 21, 2020, and I still have not received my money back and no one has reaxhed...

A Nightmare On A Denver Street- This was my first time staying at a hotel in Denver and the hotel customer service in this area is either overly good or overly bad. Before I even checked in I had to endure terrible attitudes from the desk as if I was making a mistake when I was only trying to assist relatives. Even though my Grandmother paid for two rooms for multiple days no one seemed to care. We didn't have to pay the additional fees for pet fees/deposit which honestly wouldn't be worth it in this facility. My Uncle recieved assistance for the week while we were their but no one took the time to confirm the dates which forced my Grandmother to pay out of her card and I assume they kept the information on file.After my Grandmother and I checked out of our room and came back to Atlanta the card that my Grandma used for one day kept getting charged and they even attempted to charge another card which we never used for my Uncle and Aunt's room. Someone told us that they were going to process a refund but they never did and probably will not try to. At least we have common sense to get the money ourselves. Also even though my Uncle and Aunt could not make phone calls out the front desk can call the room. That will eliminate all of the unnecessary walking. If you ever in a pinch and need aid never tell a nonprofit you are in an apartment when staying at this particular location. This is an extended stay and since I have worked with the public and know how things work people will have more sympathy and compassion when mentioning extended stays instead of apartments. Plus when applying for an apartment that requires a credit check which is not required to be in a hotel. Aside from the poor customer service from the front their were other issues that I almost avoided mentioning until my Grandmother's card and my deceased Mother's cards were illegally charged without our consent. The tv was cut off so you could not see the heads of the people on television. Housekeeping cost $3 extra but not mentioned when checking in. It's a dog friendly hotel and you will see more dogs then people on the hallsways and the dogs are always barking. The shower had horrible water pressure but we never complained and there was mold in the kitchen. The extended stay didn't have a stove which was the only reason I told my Uncle to go to the location. I know nothing about this part of the country and this was the closest extended stay to the Comfort Suites we should have checked in to. The Uptown Suites looked better. I am so glad my family has no need to stay in this place and I will never stay in this place or this chain of hotels again. Oliver was the best front desk person. Everyone else that I encountered needs an attitude adjustment and help with customer service. A couple of front desk people live on property and a couple of the workers are LGBTQ but I still respected them reguardless. Nice area but that was not the best first time extended stay experience in Denver.Stayed at the Hilton a day or so later after being stranded due to issues with our flight and it was a million times better. You definetly get what you pay for...

I'm not even sure where to begin, but I will start with the purpose of this review by stating I highly DO NOT RECOMMEND Suburban Studios. Immediately from our check-in things seemed off. We had to wait almost 15 minutes for someone to come tend to the front desk. While this attendant graciously allowed us an hour early check-in, it was an additional hour too long of our total four hour stay at this property. Immediately upon entering our room, we were hit with an unbearable stench, that of stale smoke and body odor. To say the horrible smell was strong is an understatement. We then continue in the room to see there were no bedspreads atop the old brown blankets (one with a burn hole in it) and no shower curtain. We tried to stay positive and make it work. After resting up for a bit, the odor was still extremely present and unpleasant. We could smell it on the clothes we were wearing only an hour in. We went to dinner and came back to several questionable guests (which we learned are actually residents who live there) gathered in groups outside smoking, twitching, slurring racial words and obscenities. We immediately started to feel uneasy and unsure of what this property was housing. We addressed our issues with the night shift clerk. She was very kind and helpful, trying to remedy the situation. As several more unkept "guests" came in and out, it's let known to us that this property actually houses several homeless people, as a local organization pays for their stays. While that is very commendable for an organization to provide shelter for the homeless, a hotel property shared with other outside guests (this tidbit of info is not disclosed to guests, mind you) is absolutely unacceptable and unsafe. At this point, the helpful clerk offered us a new room and allowed us to go view it. This was on the second floor, where children of all ages were loudly running up and down the halls barefoot. We stepped into the alternative room option only to be immediately stenched with even stronger odor of stale smoke than our current room. We were also informed if we took this room, the cable box would have to be moved from our current room down to the new room as it didn't have one (side note to the technical faults at this property, you are only allowed ONE device per room, per day for the Wifi). By this time of approximately 7:30 p.m., we had reached our peak of all of these contributing factors and did not feel comfortable or safe staying at this property any longer. We immediately packed our bags upon, thankfully, finding a clean, safe, reputable hotel nearby with vacancy to book for our full stay in Westminster. At a total of only four hours at Suburban Studios, we are hoping for and expecting a refund as we didn't even stay a night. This property should NOT be renting to the public as a hotel, as it is more of an apartment campus shelter. Beyond unreputable and extremely unacceptable. I hope the review of our horrible experience will save someone else the ick of mistakingly...