Residence Inn by Marriott Breckenridge

We spent New Year's here on a ski trip with family and friends. The staff were all incredibly friendly, and watching the fireworks from the hot tub was a highlight. There's a shuttle dedicated to getting guests to the slopes, and the location is great for walking around town. It's also right next to the Breckenridge Brewery.

Breakfast had lots of choices and tasted great, though it took us a little while to find a seat. The rooms were great, and we had a comfortable, restful stay that we really enjoyed.

The billing problem became clear later: I used my $20 restaurant credit toward $22 of food at the bar, so I should have owed $2. Instead, I was charged $42. When I raised it, the desk agent insisted she was “absolutely correct.” After I pointed out the mistake, she still didn't apologize. She raised her voice, said she “guarantees the bill will be correct tomorrow,” and rolled her eyes. That was completely unacceptable. This all happened during my January 18 check-in, around 5:20 PM. There was one agent at the front desk, an African female employee, and when I arrived she was insulting and verbally abusing the guest ahead of me, whom I don't know. Then she told me, “doesn't care whether you are Gold, Platinum, or Titanium, it's all the same shit.” I'm a Titanium Elite member and spend tens of thousands of dollars with Marriott each year. Being treated that way was deeply offensive and completely against Marriott Bonvoy's service culture. I question why someone who openly disrespects loyalty members is working at the front desk. This fell far below Marriott's standards and left a terrible impression of the property. I hope management takes it seriously. No guest, especially a loyal member, should be treated this way.

The front desk staff were wonderful, the best part of the hotel. But we booked two non-refundable nights and ended up leaving a day early, even though we'd paid for both, because we didn't want to stay another night. The king bed was so bad that my wife slept on the couch. Parking was another surprise: it cost $40 per night for an ordinary lot. Breakfast was among the poorer hotel breakfasts I've had, contrary to the reviews I'd read. There wasn't much variety. The scrambled eggs and pork sausages tasted awful, and the oatmeal was milky and watery when I opened the pot. Pancakes were the only good thing I found.