My husband and I booked a room at this hotel for a wedding on Friday and Saturday nights. When we arrived, we noticed that the room smelled moldy, but we had to get ready and leave for the rehearsal dinner. When we came back to the room at 11:30pm, we found a centipede in the sink. In addition, the A/C rattled and either froze the room or shut off for long periods which made the room boil. The beds were rock hard, and the TV did not work. There were also holes and stains on the sheets.
We contacted the front desk about all these issues around 12:00 midnight, and stayed in the room that evening simply because we were too exhausted to move elsewhere. The following morning, we called the front desk to speak with a manager. We were told he would call us within 20 minutes. No call came, so we went to the front desk. The clerk was obviously overworked, and then proceeded to tell us that the manager was sleeping and so could not speak with us. She argued with us when we said we could not stay in that room another night after all the issues (which according to other reviews on Google have been known to staff--bugs, smelly rooms, outdated décor, etc.). We left a message with her for the manager to call us. We heard nothing, and had to spend our last day in Colorado packing, finding a new hotel, and moving our things. We called on Sunday to speak with a manager, and again no one was available.
On Sunday night, we called and finally were able to speak with the front desk manager, Brittany. She was unapologetic, rude, and argumentative, and despite our leaving multiple messages claimed she'd not heard of any issues. When I asked if she would stay in a hotel like that after all the issues and whether she would pay even 5% of what they charged us ($150), she was unable to honestly come to the defense of her hotel. This is without a doubt the worst hotel we've ever stayed in, and the customer service is the worst we've experienced in any industry. We are in the process of contacting corporate and are STILL awaiting a call back from the hotel manager because the rooms are so unacceptable and the service staff is so disorganized and rude.
AVOID this hotel. The Fairfield is the same price with a better and more convenient location, friendly staff, and clean rooms and linens. less