City Express by Marriott Denver Airport

THere was no drinking cup in the room. There was no night light to help us find the bathroom in the night. I missed a coffee maker in the room.

Customer service is bad. I don’t know what happen.

When I went to check in around 9pm, there was no one at the front desk. There was three of us waiting to check in and we all tried calling the number and checking the back office. We ended up waiting almost 20 min for someone to come to the front desk- when she came up there was no explanation but just that she was busy. When I actually got up to the counter, she was very curt. Marriott should consider better customer service training, especially for the front desk, who greets people and is the face of the establishment.

A little far from the airport

soap missing from the bathroom sink area (so shower gel)
sliding door to bathroom wouldn’t close all the way -difficult to move if closed more

Certain odor at some point

Nothing!

Showing up at 140am and having to wait 20 minutes for someone to show up to the front desk to give us a room even though we had let them know that we'd be arriving at around that time. Lack of security as desk and office were not only left unmanned, but open and back door by elevators left propped open with a rock. Given a only partly cleaned room: bed seemed fresh, but toilet was dirty, shower had hair in it, trash bin in living room was full. Fancy coffee maker required frequent attention from staff to empty grounds and caused long lines. Most guests expressed a wish for a simple carafe of brewed coffee (old school).

No ice machine on our floor. No drinking glasses in our room. The bathroom wasn’t clean

The staff were rude and condescending. The phones were “down” so no way to let them know the shuttle needed to pick us up at the airport. Ended up taking an Uber as we’d been traveling for 15 hours and we were exhausted. No
Apology from the hotel, just “oh well, the van has been running to the hotel”. Well after waiting at the airport for 45 minutes I can tell you that’s not true. Some people were dropped off at the hotel in a van that wasn’t even a city express van!!!

When we arrived at the hotel, they could see my reservation but not whether I’d already paid (I hadn’t) but the desk clerk couldn’t log in to booking.com to verify. After a couple of attempts she threw up her hands and told ME to call booking.com. After 45 minutes on the phone with booking.com (with your computer “down” as well) we were told to just rebook and pay the rate offered.

This was the worst customer service I have ever received in my entire life. I don’t think this was a booking.com problem, it was an incompetent (albeit overworked) staff person. In the middle of all of this, the staff person was threatening to kick out another hotel guest because he wanted to jump the queue to get a new key because his had stopped working! Admittedly he was argumentative, but she was amazingly rude to him.

Toen we na 16 uur vliegen aankwamen wist ze niet of er wel plek was, terwijl we dit maanden geleden hadden geboekt. Boekingen via hun eigen site gaan voor vertelde de baliemedewerkster. Ook als die boekingen later zijn gemaakt dan de onze.
Na heel veel zuchten en steunen had ze na een half uur eindelijk 2 kamers.
Later zagen we dat er een veel hoger bedrag was afgeschreven. We wilden de manager spreken maar die liet zich pas na 3 uur zien. We vroegen om een gespecificeerde rekening, die zou ze mailen,. Daar wachten we nog steeds op.

Miscommunication, actually got double charged

・部屋のティッシュボックスが空だった
・ティッシュを持ってきてもらおうと思ったが、部屋から電話が全くつながらなかった

No hand soap at the bathroom sink. Had to use the body soap that was attached to the shower wall to wash hands. The switch for the light was connected to the TV. Couldn’t turn the light off & watch TV at the same time. Hot breakfast options were not ready at 5:30am. Woman that checked us in was rude, especially while checking in the couple ahead of us. She said the f word which I thought was very unprofessional. I understand that some people have bad days, so I let it go. We were there less than 12 hours before flying back home.