NOVEL RiNo — Local services in Denver

I'm following up from a positive review I wrote in 2023. After random phone calls to the front desk and now the kicker being a new issue with Fetch package, it was time to write this,

Gorgeous building, great amenities. Lots of hiccups with construction and things broken in my first 18 months living here, which they did recognize.

Lots of turnover with the staff. I don't talk to the same person twice. I don't know if that is a Greystar thing or if people are dissatisfied with the work environment. Regardless, not a great sign and shows lack of consistency.

Maintenance: No way to call the maintenance staff directly. If you have an issue with your apartment, expect to wait at LEAST a week to get it fixed with zero communication. They completely ignore your preferences that you select and come when you are sleeping, when you're not home etc. I came back from work and thought someone had broken into my apartment because maintenance left all my lights on. My front door that was hanging on by a thread? That took about 3 weeks to get fixed. I felt unsafe in my apartment and was actually taking personal items with me when I left because I was scared someone would actually break in with how crappy the door was made. The gap was so large between the frame and the door that you could see the deadbolt from the outside.

Fetch package: I don't understand why Novel can't just be like a typical apartment complex and open a package room. I have had an onslaught of issues with this delivery service since I moved. They supposedly deliver packages right to your doorstep at a designated time that you are home. Sounds convenient, but it's far from it. Below list just a few of the issues I've had with the delivery service package not delivered during the designated time, never delivered to me, and never retrieved, and I had to cancel the order packages at my front door are not mine even though the "confirmation photo" and bar code on the package linked it to my name, apartment, and apartment number NOW the new kicker. Someone with my exact same name is now getting my packages, even though I always put the "special code" when ordering items. I actually have to go meet up with her to retrieve the packages that she has gotten for me. One of those is a box of childhood memories from my mom. I'm just glad she was nice enough to find me on Facebook. Novel says they want follow-up when these instances happen. Can't wait to see the actionable items that come out of that.

I honestly would not live in ANY apartment complex that uses Fetch. When I tried to opt out of it, they would not let me since it was in the lease. Unsure how you force someone to pay for a service they're not getting consistently. Fetch is why I am writing this review on Google reviews. It is a JOKE of a business and I would love to see the additional money it brings in for Novel Rino and the agreement Novel Rino has with Fetch. If your residents who are PAYING for a service aren't getting that service, who is responsible? Fetch, whose services are highly incompetent? Or, Novel Rino, who is forcing residents to use Fetch? Notifying Novel via email when instances happen isn't good enough for me, especially when items are being misplaced or go missing. All Novel can really do is swat Fetch on the hand and say, "Do better." Would the Novel Rino employees like it if their packages went missing?

Wifi: Every month, we get a text that the Xfinity Wifi is out. And we're paying for this service too? I am a student who takes proctored tests online and needs reliable Wifi. I literally take tests at someone else's house because I'm scared my Wifi is going go out. Yet again, paying for a service that doesn't work.

Look, I'm staying because it's centrally located and I'm too lazy to move. Maybe in Denver this is the best you can get. Their amenities are awesome and the building itself if very nice, blah blah blah. But when it comes to customer service, reliability, consistency, and business skills, Novel Rino is sorely lacking in these and the "luxury"...

Initially this complex was alright until the high rise portion opened. The leasing & management is a hot mess and clearly cannot handle the additional load of the second building opening. They are so disorganized it’s embarrassing at this point. The ‘ADA’ units are not accessible for chair users at all. There was a point where the cheaper parking garage’s elevator was shut down for several weeks and when I asked them to temporarily allow people needing accessible parking to park in the more expensive garage until the problem was resolved they completely ignored me and dismissed it several times which is a direct violation of the FHA. They have shut down the amenity spaces 4 times in the past 6 weeks to ‘get photos of the amenity spaces’. They approved my application to transfer to the high rise, then only after I signed my lease did they think to tell me I would have to pay over $3200 for a security deposit. What a joke. I had to fight with them to get my transfer deposit returned to me because they tried to claim they told me when they didn’t (I had a paper trail backing it up). Only when I threatened to get a lawyer did they nearly immediately return it to me. There have been multiple squatters in the building, people smoking meth, and people trying to break into various apartments. There have been people breaking into the locked building exterior doors and breaking down the doors. The doors to get in and out of the complex are always broken and anyone & their momma can just walk in at any time. There are hardly any security cameras in the midrise portion of the building, and if you need to god forbid call security for any reason they either won’t answer, or tell you to just call the police. There is one security guard for the high rise (as everything in that portion of the building costs significantly more money then the mid rise) and the security guards they hire look like you can push them over if you so much as breathe in their general direction and look like they play league of legends for a living. There was a drug addict living in the building who would assault various residents and their pets and management did nothing. The addict also would invite other addicts over who would pass out in the hallways doped out. This building is NOT safe nor secure and I can’t believe I paid that much in rent for a year for a place that’s less secure then buildings on colfax. There are multiple human aggressive dogs living here that are not controlled by owners at all. Including an incredibly short American bully (not a mix) who has lunged at me more times then I can count, (with a non bite proof muzzle) the owner gets dragged along the hallway or street if the dog so much as sees another person. I’ve been lunged at by other dogs living here as well when I’m just trying to take out the trash, one of which who actually made contact with my hip, when I voiced my concerns the office left me on read. Every event is last minute (like I’m talking 15min before it starts). There have been multiple violent residents who have made it a business stealing bicycles, selling drugs, and Karen’s throwing homophobic slurs around and threatening to call the cops on people for verbally defending themselves and others when she would call people Fggts. There have been many electrical issues throughout the complex especially with breakers and no AC/heat. The building and management are just so not worth the price you’re paying in rent. The only upside has been a good amount of the other residents as we are very social and all get together and hangout. The events and pop ups are great, but it’s very inconsistent and we are notified at the last possible minute. Keep yourself sane and live literally anywhere else. There are incredibly nice apartments in Rino (like the Dylan, Block 32, Flora, etc.) that are cheaper and significantly safer, cleaner, and less of a disorganized shitshow. Don’t waste your money and safety. DO...

I LOVE Novel RiNo. The entire experience has been nothing short of amazing.

Let’s start with the staff:

Amber - Incredible. Extremely professional, and even when I was under a lot of stress while selling my home and having a limited time to find a new place to live in Denver, her communication was top notch and helped me find my dream apartment while traveling. I would normally never make such an important decision without seeing the place for myself, but Amber made it possible by giving me virtual tours and dimensions so I knew I’d be able to have the space I needed, along with the finishes & aesthetics I’ve come to want in life. Can’t say enough good things about her.

Bailey - Tough for me not to like any gal from Texas, but she is extremely professional, always in a positive mood, and it’s a plus that she loves my dog and shares the same love for Doodles. She’s a rare find in this business. Crescent should do everything they can to retain and promote her!

JJ - Can’t say enough great things about JJ. Very patient, understanding, and keeps a meticulous eye on everything that’s going on, making sure to keep the community a community. Not surprised at how he’s gotten to where he is, perfect for the job.

Natalie - Beyond the beauty, Natalie is one of the most kind hearted people I’ve met, and even puts her own touch on things with the candles that come with you in your welcome package that she helped curate. A vital piece to the team.

Keri - Keri is a wearer of many hats and helps put on some of the great events the complex has. Having an opportunity to connect with others in the complex in a unique way is such an awesome perk.

Kum - Another vital piece to the team, Kim goes above and beyond and has been a pleasure to work with.

Gene - Awesome! Gene serves as one of our security personnel, and has such a positive view on life! Down to earth, fun to talk to, and oh did I mention he can absolutely RIP. A guitar?! Plays at Herbs down the street and I think I’m still sweating from dancing. What an awesome guy.

Now, onto the apartments themselves.

They say, you get what pay for. And Novel RiNo is no exception to that. The kicker? They offer some INCREDIBLE move in specials that make everything more digestible. Personally for my apartment, I was able to get 8 weeks free in addition to a $1,000 credit, which can all be subsidized into the total length of the lease, bringing down the cost to an absolute steal for what you’re getting.

Lastly, the amenities.

Where do I begin? Incredible pool, hot tub, amazing view of downtown, upscale club room with a pool table, (2) karaoke rooms, a podcast room, multiple grills, smokers, and pizza oven, and very unique gym. It’s also got this terrace that has hammocks that you can lay in with JBL speakers behind them lightly playing melodic music. While looking up at the stars, you just gotta think to yourself, “man, I’ve got one hell of a life”.

Beyond the common area spaces, it also blends in a craft coffee shop that you can access from the restaurant that you get 25% off at for being a resident, an incredible Filipino restaurant, a brunch restaurant, and cocktail rooftop bar, all accessible from building. Such a cool way to expose you to the general public & residents, while being steps away from your home.

Overall, I can’t wait to see what’s in store for this phase. But, I can say that it’s been such an amazing experience, and wouldn’t have been possible without the support of this staff.

Thank you so much Novel...