Quality Inn & Suites Golden - Denver West

The manager came upstairs after hearing about our issues, checked on us, and helped figure things out. She was kind and apologetic without blaming her employee. She seems like a lovely manager. She also told us about her grandkids and showed us photos, which felt very kind of her, so I'm editing my review to give credit for that. The room was clean and breakfast was fine, if smaller than at most hotels, but the service was terrible. Check-in was mostly okay despite a digital ID problem, which we figured out. The assistant manager said she could use my card on file for the deposit after I had offered cash. The next day I asked to stay another night. A different woman at the front desk said that was fine, but she couldn't charge the card on file. I had cash, but she said I would have to pay a rate over $20 higher because she had checked me out and now considered me a walk-in. I hadn't realized she had fully checked me out. She even had to tell her manager I was staying until checkout, and I lost WiFi access, which she said I was using wrong. She suggested I book online for the cheaper rate, so I did. When I went back to tell her, she said I needed to put down another deposit. I said I'd already paid one the day before, but she insisted I hadn't, saying the assistant manager let me stay without one and she couldn't do that. I'd already stayed a night and paid for another, yet I was yelled at and argued with when I said it seemed unprofessional and I didn't want her to check me out. She kept pointing to the cameras and saying it was all recorded, implying I might be committing card fraud even though I never asked her to take my card, had cash, and had already stayed one night. Ultimately, I'd suggest staying somewhere else.

The location is hard to navigate if you're new in town. It's easy to take a wrong turn, and the street to the parking lot is very narrow and confusing. The freeway is right there, so traffic noise comes through because the rooms have no soundproofing. In the room, the fridge didn't work, the bed squeaked, and you could hear the couple in the next room enjoying their honeymoon. Service was poor. The woman at the desk wearing a hijab didn't help when I told her the fridge wasn't working and the shampoo was out. She acknowledged it but never fixed either issue. She hardly smiled, and when I told her coffee was out at breakfast, she ignored me and went into the office. If you're not interested in customer service, focus on your college, lady.

The indoor pool was very dirty, and the hall rugs were old, stained, torn up, and smelled of mildew. There was a pile of vomit by the elevator, and tiny dead bugs in the elevator corners. In my room, the blanket had a red stain that looked like dried blood, and the heater didn't work. I asked for another room, but the second was even worse. The bathroom tub had black stains and dirt, and there were bed bug eggs and bed bugs in the end table drawers. I ended up sleeping in my car. A horrific experience, the worst hotel I've ever been to. Don't go here!

The owner does a great job, and Korey, the night girl, is an absolute charm. The staff care about cleanliness and run a great hotel, with a nice pool and Jacuzzi. For the price, maybe the best in the Denver metro. Thanks Noor, Korey, and the staff!