Was rocky service at the Springhill Suites Denver Airport. First was checked into an occupied room. Second, requested additional pillows and was asked to come to the front desk, upon which I saw three associates behind the desk and one handed me two pillows and "two clean pillow cases." Seemed unusual. Last, I went to the desk to ask about previous confusion I had on the exits from Pena Blvd to Tower Road. The front desk associate told me there was no problem getting back on Pena Blvd to get to the airport. I expressed wonder because I recollected some confusion with the exits. "Nope," was the response. I dropped off my daughter for the red-eye and made it back to the hotel, no problem. The next morning when I went back to Pena Blvd there was no ramp to go south to I-70. I continued west on Tower and there were no signs about I-70 anywhere, from the point at which I left the hotel to where I was now.travelling west and then north. I turned around, called back to the hotel to ask for directions, acknowledged that I was upset and tried to explain that I felt the associate from the previous night missed an opportunity to be helpful by not going on to explain that there are ramps to go back and forth to DIA but not to go south back to I-70. With Pena Blvd being the main route to DIA, and Tower Road appearing to run east and west, it is counterintuitive that Tower Road runs south back to I-70. I don't believe this is well marked or well known. The associate who took my call, Monica, did not seem to be well trained in handling customer service. She took my comments personally and did not clarify what I was trying to say. She wanted me to understand that Tower Road is how to get to I-70, and told me that "you are upset with the wrong person," and she hung up on me. I understand that my comments were strong, but my call was about alerting the hotel to my confusion and suggesting that there be better training to anticipate guests needs, ie if I guest is confused about exits from Tower Road to Pena Blvd., why not take the opportunity to acknowledge that there is indeed an entrance ramp that doesn't exit? I was upset with the situation and not the person on the phone. Its unfortunate to have someone in a Customer Service role who takes things personally. I called the hotel later and left a message for Taryn, the GM, but never heard back. On the other hand, I have stayed at two Residence Inns in the last week and both GM sent email messages asking about the stay. I am a big fan of all the Marriott products, and the DIA Springhill Suites was underwhelming service.
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- Also Known As:
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