Torn here with this stay. I'm an elite Marriot member. I went here from living in Denver and knowing other business colleagues staying here before, knowing the area and being a fan of Marriott overall. But when I ended up needing to stay here as an out of towner, it was a bit disappointing. The rooms have nice updates over all and were clean, but a lot lacking on overall hotel management and details.
A major aggravation is that they charge for parking here, which I booked through a travel company not directly through Marriott or this hotel, and the front desk response is that the info is on their website so FYI. This area is not what would be expected for that charge and feels underhanded as the lot isn't even secured or covered parking; it is just gated to control drive in access. Insult to injury, system didn't work to let me in the parking as it was supposed to, where I had to wiggle back out around line of cars to get back to front desk to get it worked out.
Checked in on the app earlier on my arrival date, and even though I had called and checked that my online check in went through and all was OK for me showing up later, when I showed up later in the evening in person, I was told they oversold the rooms and couldn't provide the room I booked. Ended up stuck with a terrible room with a window to the roof HVAC, right up against it.
Not sure what the point was for checking in on the app prior to my arrival. ????
I was told there were only two rooms left, with the second room they tried to put me in not having working AC, so they offered to reach out to another hotel Marriot property close by to see if they could put me in a room there, but it would not be for the rate I booked, and I would have to shuffle between two hotels over my 2 night stay; miraculously they found another room to put me in after the manager "opened" more rooms, but it was exact same situation of being windowed right up to their roof HVAC, just down from the initial room. & this was after I had said, "I just want a quite room where the AC works." At this point I took the room after a long day of travel.
Regarding the in room AC, it turns out, ALL of their rooms have this new configuration hotels are going to where you can adjust the temp, but not the fan. It took forever for the room to actually get cool, but it slowly worked.
Hospitality is all the little things. The in room coffee was all decaf. The bottled water had a tag for $5 specifically for "Aspen water," & "charged upon consumption," but then one bottle with the tag on it was some other brand no where near same level of the Aspen Brand. Called the front desk to get some regular coffee for the room, and someone hung up the phone without saying hello. Called back and reached someone to get regular coffee, and house keeping brought me more decaf. Shower faucet dial wasn't correctly installed but it worked.
Oh and FYI - you can ask the front desk for some regular bottled water for free. It was never offered to me at check-in, but someone else happened to walk up while I was trying to get a room, and asked.
The front desk agent I checked in with, did seem to be trying but the lack of insight of putting me right back in another room exactly like the first one, no awareness or acknowledgement of it up front, was very frustrating They did offer to comp one of my evenings for all of the hassle, which upon check out, found out that she did not follow through with that. The check out agent made that right and added additional comp of the parking. read more