Residence Inn by Marriott Denver Southwest/Lakewood

Our stay was very pleasant...

Liked: Bed was comfortable, room was clean
Disliked: My initial encounter with staff was not pleasant. I was approached, after being on the road for 12 hours, with “I’ve got to talk to you.” “You’ve still got your reservation, but it’s not the suite you requested” She stated that “they over booked.” I was not happy, nor was I pleasant to deal with. My husband asked to see the room and she got an attitude. My husband called her out and she responded with “ do you want to see the room or not?” She took us up 3 flights of stairs, only to find out later that the elevator did work. We saw the room and decided it would be okay, but I asked if the price was the same and she said they’d lower it by about $40 but did not specify if that was daily or total. I was not happy and asked to speak to the manager. She stated she felt like I was personally blaming her and was being rude. At this point I was already very upset. I had booked this room a month in advance, had been on the road for a whole day, and was told that they overbooked. So, i lost it when she told me I was rude and would have to go to another property to see the manager. We had no choice but to go to him. We spoke to Marcus. He was calm, polite, understanding, and very apologetic. Explained that he was a new manager-I felt terrible. He ended up comping us several days during our stay. He did not have to do that and could have easily asked us to leave. I did apologize to him for my behavior and for being upset. I did not appreciate how I was approached by the young lady initially and he also apologized for her behavior. The other staff we encountered was also very pleasant. Everyone was so helpful and friendly. I sincerely appreciate what Marcus did. He honestly did not have to comp us anything, but he did.

Otherwise it was good

Liked: Breakfast was good
Disliked: extremely noisy neighbors above and next to us. Difficult nights, no rest. In one room we stayed in

Decent hotel for the price

Liked: The beds were comfortable, the rooms quiet, breakfast was enjoyable, and every staff member we interacted with provided excellent customer service.
Disliked: We stayed for five nights in a one-bedroom suite. Upon check-in, we noticed that the window in Room 130 wouldn’t lock and was missing a screen. The other window appeared broken and could be easily pushed open. We requested a room change and were informed there were no other one-bedroom suites available—understandable. We were moved to a studio instead and assured we’d be compensated for the price difference.The following night, we were moved back into a king suite. However, we found that the bathroom was missing a door. I brought this to the manager’s attention, and he was very kind and professional—he even offered to have a door installed, unsure himself why it was missing.

Superb

Very good

Exceptional

Exceptional

Pleasant

Liked: The room was large and had everything we needed kitchen wise to create a delicious meal during our stay
Disliked: The hotel had no hot water during our stay so we were unable to shower while there and also unable to utilize the pool/hot tub. No discount or apologizes were made for this inconvenience.

Superb