MainStay Suites Denver International Airport

I called late to ask Kristen about room availability and prices, apologized for the timing even though the desk is staffed around the clock, and thanked her for helping. She sounded annoyed by my questions, then replied with something like, “uh, ya ok.” Her people skills reminded me of a karen dealing with the wrong order. I was traveling alone and found it odd that staff announce guests’ floor numbers to everyone in the lobby. Kristen said she always does it. That seems ridiculous, especially if guests are there with small children. It felt like the desk was advertising where people could be found. I’d heard good things from coworkers, but I booked elsewhere and would recommend others do the same, especially anyone with kids.

I missed my connection because of weather and a delay during the government shutdown, and United offered me a discounted stay here. The airport shuttle and breakfast were a real help, since I hadn’t eaten all day. Breakfast was pretty good with lots of options. The hotel was quite nice, and I’d definitely stay again.

This works if you’re just shuttling between the airport and the hotel. If you’re leaving a car in the lot or staying longer, I wouldn’t choose it. The area that looks like dirt on maps now has hundreds of apartments, and the only nearby store you can walk to is the convenience store in front of the hotels. People pass your car all day. Our car was broken into, and footage the hotel gave police showed the thieves searching it for more than 20 minutes. The manager, who seemed very young, was overseeing all three hotels and wasn’t helpful or apologetic. She blamed us, saying nothing could be done because of the crime rate. If thieves are comfortable digging through a car for that long, I wonder what else is happening. One evening we sat in our car looking toward the drainage ditch behind the property and saw a man drive up and dig out several bikes. I’m guessing they’d been stolen and hidden there. Half the hotel allows pets of any size.

The hallways smelled of stale cigarette smoke, and after this experience I’d give the place half a star if I could. I arrived alone with my five-year-old granddaughter to find the lobby full of men, including one standing about three feet from me at the desk. When the clerk asked for my phone number, I pointed out that it was already written down because I wasn’t going to say it aloud. Then she announced that I was on the third floor. I told her to change the room and stop saying the floor out loud. She said there were no similar rooms left and I’d have to take a downgrade. I reluctantly agreed at first, but after going back to my car with the parking pass, I returned while the lobby was empty and said I wanted the room I’d paid for. Kristen, I believe, claimed the room she’d assigned was what I’d booked. After I insisted it wasn’t, she agreed to move me. I explained that announcing my floor was a safety issue. She was snotty and said she did it all the time. I said there was no reason to announce anyone’s floor, just write down the room number. After handing me the keys, she turned away, then yelled that I was on the third floor again and ran to the elevator. What kind of customer service is that? I won’t return. I’ve since read other complaints about rude staff, and can’t believe management lets it continue. They need to clean the carpets, or at least use air fresheners.