The Westin Denver Downtown

Eric was so accommodating and attentive when I stopped by the second-floor bar during a break from volunteering downtown. I only came in briefly to get a drink, but he treated me like I was staying at the Westin. He was genuinely nice, and the customer service impressed me so much that I’m going to book a staycation. Thank you, ERIC! ♥️

My wife and I were in town for the stock show. We went to the pool during the day, but it was cold when it was supposed to be warm. That night, my wife slipped on water that had leaked out of the shower and accidentally broke the toilet seat. We told the front desk about the seat the next day, and they said they’d follow up. A few hours later, I got a bill for $1,700 and some change. Yes, one thousand seven hundred dollars for damages! I went back to the desk thinking it had to be a mistake. They said they couldn’t discuss the damage, but claimed it was bad enough that they had to keep the room empty, so I was being charged for damages and lost revenue. They sent a picture of a spiderweb-cracked glass door, not a broken one, and said I was responsible. That did not happen while I was in the room. I’ve repeatedly tried to escalate this with loss prevention, the manager, and corporate, but keep getting the runaround. I’m a Titanium member and have spent tens, if not hundreds, of thousands. This is a last-ditch effort for MARRIOT to make this right.

Our wedding room block was easy to manage, thanks especially to the coordinator, who stayed responsive, kept us updated on bookings, and made sure we weren’t charged for rooms that went unused. We also got a discounted rate on our luxury suite, and the staff left chocolate-covered strawberries and champagne for us, which was a thoughtful touch. The suite had a lovely view of Union Station, and the hotel is right in the heart of the city. A few guests ran into maintenance problems, including no hot water or AC, and some had to change rooms. In ours, the faucets sputtered when first turned on, as if they hadn’t been used for a while. Out-of-town guests were charged a tourist fee, though it came with perks like free coffee, bar beer, and local discounts. When we checked out, buckets were catching drips from a lobby leak, and there was an unpleasant smell. Luckily, most of our guests had already left. Even with those issues, we were happy with the comfortable rooms, location, and service, especially from the room block coordinator. The Westin Denver Downtown worked out well for our wedding weekend.

The front desk was unbelievably rude and unprofessional. For what this place charges, the service falls far short of what other properties offer. Management seems to be lacking here. Maybe the staff need training on being accommodating. I’ll never stay at a westin again.