Sheraton Denver West Hotel

Staff was very kind

I liked the staff more than anything, very kind and welcoming and attentive. I liked that it wasn’t noisy we slept good. The parking is good as well.

Close location for what we were doing.

I prepaid for this stay and was still hit with what appeared to be a duplicate charge on my credit card. I raised the issue with the hotel while I was still on property and was explicitly told the charge would not post. That was not true — the pre-authorization turned into a real charge anyway.

If I had not closely monitored my credit card and followed up again, I would have been charged twice without authorization, even after bringing the issue to the hotel’s attention. The only “resolution” was reversing money that should never have been taken in the first place, paired with a weak apology and no attempt at service recovery.

Beyond the billing issue, the overall condition and service were disappointing. When the lobby coffee ran out, I politely asked the breakfast server if I could get coffee from the restaurant and was met with a rude, dismissive response. The bed was old and worn, sinking noticeably toward the middle, which made it uncomfortable to sleep. Even the window in the room appeared to be held together with duct tape, which did not inspire confidence in the upkeep or quality of the property.

What’s most concerning is that corporate appears to see this as acceptable, particularly since the reservation was made through a third party. Returning improperly taken funds is not customer service. Travelers booking prepaid stays should watch their statements carefully.

Convenient clean and nice facilities with good staff

Both property and service was terrible. The property is under renovation. In order to get into the building, you have to walk through a construction site.

The front desk agent was very rude and provided conflicting information. Prior to booking my reservation I called to confirm if there is an early check-in fee since I'll be arriving at 4am. They confirmed there wasn't any fee but when I arrived, the front desk agent told me there was a fee. When I asked it to be waved, the agent said she can't see if the fee will be applied and it 'might' be applied and only her manager would be able to tell. This seems very sketchy. Why is the hotel telling their guest to check in first (potentially incurring the fee) to confirm if they will be charged a fee? What made it worse was the agent talking about the situation with a colleague in the open. I guess privacy about each guest is not a priority.

As a lifetime platinum member this is the first time experiencing this situation. Questionable billing practice, property under construction and rude staff does not allow for a pleasant experience. I would highly recommend booking at another property.

Breakfast is much better than average hotel. Room is well lit and comfortable.

great location, lots of construction, room was really nice, coffee was good

HORRIBLE! Avoid this place. It is a dump, and the staff lies about their amenities, and the management, when caught in the lie, never once apologized. This place is a dump, with bad business practices. There are too many great place to stay in this area to subject yourself to this dump.

Exceptional attention to setup and willingness to meet any needs that came up

Good value hotel, we had a 10th floor mountainside view which was beautiful to wake up to.