from Colorado Springs, Colorado
Submitted on 02-01-2017
Chose this hotel based on the good reviews we saw here. Arrived just after dinner and were greeted by the desk clerk who checked us in, explained breakfast times, told us where the various amenities and services were located, and gave us 2 bottles of water because we are Marriott Gold members. Went up to the room, which is nicely laid out with bed on one side of a screen and a modern sofa on the other and a TV on a narrow dresser that can pivot so the TV can be viewed from either the sofa side...
Chose this hotel based on the good reviews we saw here. Arrived just after dinner and were greeted by the desk clerk who checked us in, explained breakfast times, told us where the various amenities and services were located, and gave us 2 bottles of water because we are Marriott Gold members. Went up to the room, which is nicely laid out with bed on one side of a screen and a modern sofa on the other and a TV on a narrow dresser that can pivot so the TV can be viewed from either the sofa side or the bed side. The room was clean but did not appear to be fully serviced. The toilet tissue was just about out and there was no extra roll, the kleenex was missing as was the shampoo. Not a big deal, but it impacted the first impression.
Breakfast the next morning was good, nice variety including hot items as well as healthy items. We went back to the room after breakfast, which is where our trouble started. My husband had to unexpectedly deal with a work issue, so we put out the 'do not disturb' sign while he made calls and worked. We left the hotel at about 11;40 and removed the 'do not disturb' sign.
When we returned to the hotel that night around 9:00 PM we found that the room had not been made up. We knew this because there were some fruit peelings in the trash and you could smell it the minute you walked in. Not usually a big deal, as things do get missed, so we called downstairs. The gentleman at the front desk, while polite, did not offer any form of apology, but instead said, "was the 'do not disturb' sign out between 9:00 and 9:30?". We said 'yes', at which point he told us they check between 9:00 and 9:30 AM and if the sign is out they do not make up the room. This just struck me as odd, so I checked the book in the room that outlined hotel services and times - it said nothing. The folder with the keys said nothing, and the gentleman at check in never mentioned it. So we asked 'how were we supposed to know that?' and he said "I don't know, that's just the way it works". Needless to say that was a very disappointing answer. We asked for more towels and then took out our own trash, again,not really a big deal. However, the more I thought about it, the more uncomfortable I became with the answer. I understand rules and process, and we do try and pay attention to those things, but if you are not told how can you pay attention to them. This just left me feeling not very good about the situation. My husband, went downstairs to talk to the front desk to see if we could check out the next day staying only 2 nights instead of the 4. At this point the front desk did offer an apology and was very accommodating. They also gave us the manager's card.
We followed up in the morning with the manager who was very apologetic and helpful. He told us the staff should check the rooms at 9,10, and noon, and if the sign is still up at noon the room would not be made up. In our case it was 20 minutes before noon when we left so it was pretty close. Felt much better after talking to the manager. I guess in this case, if the front desk staff had been more interested in what may have gone wrong on the hotel side and expressed concern, we probably would have stayed. I would have given the hotel 4 stars but because of what happened I gave it 3.