We just got home from our 3 night stay at The Crawford Hotel. First off, this is a spectacular location. The Union Station refurbishment is nothing short of breathtaking and I think the level of accommodation that The Crawford offers is well on par with it's impressive location. The lobby is loud and bustling but in a exciting way with multiple vibrant restaurants and coffee shops. You wouldn't know it though as as soon as you enter the hallways to where the rooms are, it was whisper quiet. The hotel is truly a refuge in the middle of the hustle and bustle of the heart of the city. It's basically the ideal location if you want to be in the thick of things but with a guaranteed restful sleep. When we arrived to check in, we were informed that our room was not ready (we arrived well after the check in time) but we were immediately offered another room in a lower category (and price adjusted) or $25 off our nightly rate if we waited. We wanted to have the loft room we had booked and were happy to take the discount and wait but I mentioned that our reservation had been paid in full already so he immediately offered to take the $25 per night off our valet parking each day instead. We happily agreed to these fair terms. He proceeded to tell us that as the valet charges were not showing on our reservation yet, to just remember to remind the clerk when we checked out about the arrangement. We waited may about 30 minutes for our room and then they texted us to let us know it was ready. We had room 404 which was a superior loft suite. We were so impressed with the room. The bed was wonderful and the quality of furnishings and amenities, right down to the high end towels, house coats and complimentary toiletries, really stood out. They aren't cutting corners at this place and it is definitely shows. nothing felt "cheap". I took advantage of ordering the turn down service from the iPad. I was only aware of this service from reading previous reviews so I do feel that the hotel staff are letting guests down by not mentioning the things they can access on the iPad when they check in. The turn down service was strange though. It asked me to enter a time I wanted it to be completed but no sooner than 10 minutes after scheduling turn down service to take place over 5 hours later, did a maid show up at our door. We were still getting ready to go out for supper so we didn't answer and she never came back. Seems strange that they even ask for a time if the maid is just going to come right away. We learned to send the request for turn down right as we were leaving for the night. Daily maid service was great though with the exception that on our last morning (we were checking out that day at noon) the maid tried to enter our room to clean it twice. We have never, ever experienced this before where the maid tried to enter our room the morning we were checking out. I was trying to figure out why this would be. It made me wonder if they simply are not supplied with a list of rooms that are checking out that day. Regardless, the overall effect is that it made us feel like we were being "rushed out the door" We even checked out well before the check out time so I'm not sure what the rush was. I don't believe under any circumstances should maid service be trying to access a room before check out time on a guest's last day unless they have confirmed with the front desk that the guest has already checked out. Seems like commons sense to me. The final problem was when we were checking out: the clerk confirmed our valet parking but only for 1 night. I corrected her and explained we had valet for 3 nights but also reminded her of the note that was supposed to be on our reservation noting that we were to have $25 off valet each night as our room was not ready when we checked in. She stared at me like I had made this up and demanded that I give her the name of the staff member who promised this discount to me. I was very pleasant the whole but I felt very insulted to be asked questions like this, implying that I was being dishonest. If i wanted to make up a lie to get a discount, I can promise you that I would have made up a much better story for a lot more than $25 off valet per night. I also take offence to the idea that I need to "sell" out their fellow staff member who was trying to smooth over our hiccup at check in. I'm also wondering how it is MY job to remember the name of the staff member?? She acted like it was ridiculous that I didn't remember his name even though at no time in out stay did ANY staff members behind the counter (including herself) introduce themselves by name. I wonder how I was supposed to omnipotently deduce the name of the person who checked us in? When you have a hotel of this calibre (not to mention for quite a lot of $ a night) I do really take offence to being treated like a criminal. Ultimately she simply left the valet charge as 1 night and then took a further $7 off which would have been the same as 3 nights valet with $25 off each night. All in all, the rooms are great, service and hotel staff seem to need a bit more training and fine-tuning. If these customer service problems are fixed, this will be a top-notch establishment.
- Official Description (provided by the hotel):
- The Crawford is an independent Colorado hotel - located in the historic Denver Union Station. Offering a unique guest experience that integrates a profound respect of our halcyon heritage with striking, modern luxury. ... more less
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