Residence Inn by Marriott Durango Downtown

**2 stars**

The room itself was clean and functional, and the location worked well for our family, but our overall experience at this Residence Inn fell well below what I normally expect from Marriott.

The Wi-Fi was extraordinarily poor. Streaming was essentially unusable, and at times even basic email was painfully slow. Ice was another surprising frustration: there is no guest-accessible ice machine, so guests have to request ice from the front desk. The amount we received was very small, and availability appeared to depend on kitchen hours. For an extended-stay hotel, both reliable Internet and easy access to ice seem like pretty basic expectations.

The indoor pool was also a major disappointment. The pool itself was fine, but the enclosed pool room was so excessively hot and poorly ventilated that it was almost unusable for anyone not actually in the water. Several dehumidification units were running, and the room felt more like a sauna. It became so uncomfortable that I had to step outside while supervising my children and temporarily prop the door open for ventilation. Within minutes, another parent independently did the same thing. I later mentioned the issue to the front desk, and staff appeared to already be aware of it.

The biggest disappointment, though, was the overall lack of hospitality. With the exception of two very pleasant and helpful front-desk employees we encountered one evening, staff generally seemed disengaged and impersonal. Each morning we passed the front desk and breakfast area multiple times, yet there was routinely no eye contact, no greeting, and not even a simple “good morning.” Staff appeared capable of performing their assigned duties, but there was very little warmth or acknowledgment of guests.

Our arrival experience was also disappointing despite completing Marriott mobile check-in in advance. As a longtime Marriott Bonvoy Platinum member, I felt essentially no recognition or appreciation for my loyalty.

Nothing about the property was catastrophic, and there were certainly a few positives. But taken together—the extremely poor Internet, difficulty obtaining ice, nearly unusable pool environment, disappointing arrival experience, lack of meaningful elite recognition, and consistently impersonal atmosphere—this was one of the more disappointing Marriott stays we’ve had and not a property I would currently recommend.

DO NOT STAY AT THIS PROPERTY. We booked through booking.com and when we checked in, we were told that the payment wasn’t accepted and we would have to pay again. We spent 30 minutes on the phone to booking.com to sort it out. Most of that time, booking.com were on hold to Residence Inn trying to get through. Multiple times we saw the person on reception ignoring calls knowing that we were trying to get the issue sorted. It is clearly one of their many unethical business practices to try and force guests who have booked through third parties to pay twice (see earlier reviews) and expect guests to try get their money back later. It is a scam. We stayed in 13 different properties across Southwest USA all booked through booking.com and never had any other issues apart from this property. Luckily our persistence meant we did not get charged for whole stay twice as booking.com were extremely helpful in solving the problem. However they did try charge an “infrastructure charge” twice (2.9%). We were then put into one of the 2 bed 2 bath apartments with the loudest A/C unit ever (see video on my google review of hotel as cannot be posted here). No person could sleep with it on. After reading other reviews here this appears to be happening for more than a year. They know it’s an issue but put people in there anyway knowing that it’s inconvenience for people to find another hotel. We were told they were booked out that night so we couldn’t move. Had to sleep with AC off however it’s such a poor system that it would randomly turn on anyway and our daughter had to sleep on a disgusting sofa bed instead. We complained in the morning again about the AC and the manager told us we would get a 25% discount for the inconvenience but months on and we are yet to see any discount. We ended up checking out after the first night ( a huge inconvenience ) to await a different room and were told a different room would be available at 12pm and they would call us. By 1.30pm when we hadn't heard from them we went back to the hotel and was rudely told by a staff member 'we said we would call you when the room was ready, why are you here? The staff and management just tell you whatever they think will shut you up at the time. They don’t follow through on anything and don’t respond to emails. We have put in complaint to Marriott corporate and have no response from several follow up emails.
Apart from those issues, which provides plenty of reason to avoid this property, the place is outdated, dirty and has a bug problem. The staff helped themselves to the breakfast buffet on the first morning meaning there wasn’t anything hot left for guests. Breakfast on second morning was below average even for a so-called 3-star hotel (more like 2 star). The only part of this property that wasn’t complete rubbish was the guest laundry where the machines were working. You would be better off sleeping in your car than staying here.

If you enjoy sharing your room with insects, this might be the place for you.

We stayed in July 2026 for 2 nights and found insects repeatedly in multiple areas of the room, including on the bed, pillows, nightstand, bathroom/sink area, and window area.

Yes, insects on the bed and pillows!!! We were traveling with our young child, and this was not exactly the relaxing family stay we had in mind.

Before checkout, we found even more live insects around the window. The window/baseboard area also had visible gaps and deterioration.

I reported the issue during the stay, provided photos and videos, and followed up multiple times after checkout. I was told the General Manager would review it. Weeks later, still no GM follow-up.

For a Marriott property, this was shocking. The room condition was gross, and the lack of management follow-up made it even worse.

Residence Inn Durango Review

My family’s stay at this property was derailed by unprofessional conduct and a complete lack of familiarity with current corporate policy from both the front desk and management.

My daughter booked an eligible MMP rate directly through the Marriott Bonvoy website, exactly as corporate procedures dictate. Even though Marriott updated its policy months ago to eliminate the requirement for physical paperwork at check-in, the front desk agent demanded documentation anyway. When my daughter didn't have any, the agent escalated the situation by accusing her of fraud and threatening a corporate blacklist—a nonsensical claim, since eligibility is handled by Marriott Bonvoy, not individual properties.

Without authorization, the staff cancelled the original booking, hit us with a cancellation fee, and forced a rebooking at the higher MMF rate. Because my husband paid for the room using his credit card, they turned their baseless fraud accusations toward him as well.

Rather than de-escalating, the general manager backed the desk agent up and treated my family with the same hostility. The issue was only sorted out after a family member who works as a Marriott GM at another property stepped in, sending a direct email to the Durango GM to explain how the policy actually works.

Dealing with this manufactured crisis and false accusations ate up hours of our trip and ruined the end of our vacation. This hotel showed a shocking lack of basic courtesy and operational competence, and anyone expecting professional treatment would be foolish to stay here.

Nothing. Would never stay at another Residence Inn again due to the poor experience at this location. The washing machines in the guest laundry worked.

Excellent breakfasts in a large, open area. Lovely suite with a fireplace. Friendly staff.

Nice hotel overall, but they need new pillows. They are the absolute worst pillows I’ve ever experienced. When you pay for a place to sleep, you should be able to sleep and should not have to put towels under the pillows for support. They could use some of the $10 parking fee to buy pillows. Marriott is a multi-million dollar company and can afford decent pillows. Even with being able to earn free nights faster than Hilton, I may switch because I don’t need a free night of not being able to sleep.

The location and breakfast were great. Unit was very clean and comfortable.

Appartamento grande con doppi servizi, posizione comoda. Tutto perfetto

The location was great
The staff was friendly
It was clean

I was disappointed with my stay. The dishwasher in the room did not work, and the bathroom sink, while having a large basin, had a tiny faucet, making it awkward and uncomfortable to use. The breakfast room lacked basic amenities like bananas, oranges, or other whole fruit, and coffee ran out just 15 minutes after breakfast opened, with no backup available, which was frustrating.

The closet near the door had no hangers. Noise was a major issue—street noise, loud neighbors, and an outdoor guest area directly next to rooms made it feel like an airport hotel. Children playing on the basketball court late at night further disrupted sleep.

The bed and pillows were fairly comfortable, but the constant noise prevented a good night's rest. The communal area carpets were filthy. There were hardly any paper towels in the kitchen, and no extras in the cupboard.

The check-in clerk asked too many personal questions. I also did not appreciate that the pots were Teflon-coated and scratched, as I prefer stainless steel for health reasons. There were no recycling bins, and guests cannot pull up directly to unload baggage.

The room smelled strongly of perfume from previous occupants, which made my eyes burn and caused nausea. The hotel couldn't accommodate a room change, and opening the window only made the noise worse. The AC worked poorly, making the room uncomfortably hot, and the refrigerator did not shut properly, spoiling my food.

Parking was $5, which seems unnecessary and could be included in the room rate.

The manager was very helpful with dinner suggestions. All the staff was very friendly. Had a great stay.

Nice staff