DoubleTree by Hilton Denver Cherry Creek

My room had damaged areas upon entering it which I had brought to the attention of hotel staff. A/c were not correct or it was completely broken. Ask for hotel maintenance to check. No one came the first day. Second day we asked for a fan and luckily we were able to receive one. The coffee maker had also never been cleaned. The glasses left on the counter by the sink for guests also were not exchange for clean ones when the room was supposedly cleaned.

Systems have been down for over 24 hours and we were not provided a key, having to wait to be walked up to our rooms. One employee didn’t even check our information before walking us to our room that could easily have been someone else’s. Our room was extremely cold and when bringing this to staffs attention, we were given some irrelevant excuse about the water heater not working? What does the water heater have to do with the heater not working? And we were not provided solutions. We called to ask to move to another room and Marcus interrupted our conversation by throwing us on hold as he got frustrated with our request for a room with heat as outside reaches 30 degree weather. We went down to confront Marcus for him to be extremely disrespectful and had an unprofessional and gross demeanor, talking down to us like we are Asking for too much when all we’re asking for is a heated room like we paid for. Heat comes with the room and is a hospitality issue. The professional thing would’ve been to offer us a room or some extra blankets. Not giving us an excuse as to why we should remain cold in our room. Marcus was also clearly intoxicated as he smelled like marijuana and had bloodshot red eyes. When the assistant manager asked him to step away from the situation, he was hesitant to go in the back because he was still trying to Argue with me over a situation that was being handled at the time. Sonya Was wonderful, patient, professional, and accommodating, regardless of the stressful situation they Were under. I feel unsafe Staying in this hotel with an employee that has this much animosity towards me for just asking for a heated room. He came out of the break room for a moment while I was standing at the front desk, and stared me down with aggression. I will never stay at this hotel again, and would never recommend it due to the poor quality of Service, unprofessional behavior, and lack of accommodations to the uninhabitable hospitality of the guests.