03/08/07

Nice room, awful customer service!

by stineicus

My husband were in town for a conference and thought that the Adam's mark would be a nice place to stay. Whoops. We checked in at about 11:00pm. We booked a King bed in a NON smoking room. ( I have severe asthma, so staying in a smoking room was not gonna happen.) Guess what we got! You guessed it...a smoking room. I told them what we booked, and that I could not stay in a smoking room. They said that they had no other rooms availiable. (That they were ALL rented out) They said that we would need to stay in that smoking room for the night, and the next night they guaranteed us a high floor room for the following three evenings. SO...suffered through the first night. Packed our bags, went to the lobby and got the other room..(on the third floor...not as promised) oh well. Did not care at that point. Just wanted a non smoking room. We went a meeting that day, when we returned to the hotel we called the front desk and requested a wake up call for 6 am the next morning. NEVER GOT THE CALL. Slept through our non refundable $250 class. At 9:00, called the front desk and asked for the manager. Explained we never got the call. He apologised and said he would refund a night on our room bill. Decent gesture, but still did not break even since the class was already paid in full and we would not get that back. Manager then called back 30 minutes later and argued that the wakeup call was made. We went back and forth. There was no way I woke up, walked to the other side of the bed, picked it up, hung up, went back to the other side of the bed and went back to sleep. He refused any type of refund. The customer service here is HORRIBLE and I do not recommend it to anyone!!! Save the money and go somewhere else.

• Pros: Good in room dining.
• Cons: Customer service!

11/19/06

Made my family change rooms at 1AM in the morning. Won't get showered or sleep here.

by feutze

After the a pull in the shower broke off while IN the shower at midnite. The graveyard hotel management was kind enough to give us a key to the next door room to finish the shower. HOWEVER, there were some in the party that needed to shower in the morning. The options we were given at 1am in the morning after 3 annoying phone calls from the staff was to CHANGE ROOMS or be serviced first thing at 7am. They were freaked out that we had the key to 2 rooms. I expect to be able to shower and sleep in a hotel and not have to fight to do either. Not a good way to start a vacation. Find another place to stay. They don't understand customer service here. Never mind the fact that housekeeping started banging the neighboring doors at 8am in the morning.

11/19/06

A weird experience

by newguysfo

We went there for a convention. The Hotel has a great location, not any doubt about it. Right on the Pedestrian mall, walking distance to the convention center and the shopping center. But here is what happened. I had booked a triple for three men. When I got there, it seems there was no standard or deluxe room available. So they put us in a "conference room". For real. This is a beautiful 1200 square foot executive conference room that they rolled cots into. Not very comfortable compared to the beds I observed in the real rooms. The conference room had a bathroom, bar and kitchen. Far out!! But alas, it was a strange experience sleeping next to the conference table which was big enough to seat 20, and not at all like sleeping in a real hotel room.

The front desk guy acted like there was no big deal, no apology, no understanding. I think I see a trend here with the reviews that the problems in this hotel stem from the front desk and perhaps it's supervision.

Everything else was fine, we dealt with the concierge who was professional and helpful. Restaurant was good.

• Pros: perfect Downtown Denver location
• Cons: Front desk staff needs improvement