I had to make a last-minute trip to Denver due to an emergency surgery for a close family member. I picked The Timbers for the following reasons:
Hospital Hotel Rate and Complimentary Shuttles*: The University of Colorado Hospital discount rate and complimentary airport shuttle, as well as the complimentary 5-mile radius shuttle service that included the University of Colorado Hospital. This allowed me to get where I needed to go without the worries of renting a car and driving in an unfamiliar city.
*Reservations to go anywhere need to be made at least two hours in advance; therefore, early AM transportation should be booked the night before. Airport transportation should be booked 24 hours in advance
For the above reasons and those that follow, I am giving the hotel an average rating.
Front Desk Assistance: Upon arriving, I was allowed to check into my room, even though it was before 10am. The front desk printed my airline boarding pass the night before I was leaving.
Lobby: Nice ambiance and seating around the fireplace.
Room: I had a “small room,” but it was spacious, and the bed was very comfortable. The “small room” does not have a kitchen, but it has a coffee maker, small refrigerator and microwave.
Room/Hotel Décor: There seems to be some attempt at updating the room and hotel decor,
Shuttle Drivers: Mostly, I was very thankful for and appreciated the shuttle drivers who were friendly and went out-of-their way to help me when problems arose that was not their fault.
Manager’s Reception: There is a Manager’s reception, Monday – Thursday; however, I was not able to attend.
For the following reasons, I cannot give this hotel a higher rating:
Shuttle/Front Desk/Management: I understand and realize that rules and time schedules are needed for the shuttle. But in spite of this “convenience,” it is not always convenient. But my biggest problems arose on my return trips to the hotel “when no reservations” were needed. In spite of being told on numerous occasions by the drivers and front desk that all I had to do to get a ride back to the hotel was call, and they would send someone right over; my shortest wait was 35 minutes; the longest wait was over an hour. I even called at 3:30 to arrange for a 6:30 ride back to the hotel because I had a lot to do that evening. However, someone at the front desk put me on the "Stock Show" shuttle instead of the "hospital" shuttle. When the shuttle was 20 minutes late, it took three calls to the front desk to get the error straightened out and an additional 45-minute wait. Additionally, it took the hotel management/front desk at least a day of unusual shuttle demands by the Stock Show attendees, to finally set up a Stock Show shuttle schedule that would not inconvenience the remaining guests, as well as the staff.
Hotel Policy/Front Desk: If there is a free breakfast buffet, no one told me; maybe it's because of my discount room rate. However, I was not even informed of the fact that breakfast was served at the hotel. There was no information in the room, and breakfast is not on the Room Service Menu. The rooms have no coffee creamer. The maids only restock sweetener, so you will need to get creamer from the front desk. However, often there is no creamer at the front desk coffee maker, and, from my experience, often there is no one to be found at the front desk.
Carpeting: Although there seems to be some attempt at updating the hotel décor, the old and bad carpeting stands out and is in desperate need of replacement. I heard that the entire hotel lobby had flooded this past year, but apparently, they did not replace the 1st floor carpeting near the lobby area as it is thin and buckling in places. The 2nd floor hallway carpeting is very dirty, and the carpeting in my room was frayed all the way across the bathroom threshold, exposing carpet tacks, which I managed to step on even when wearing socks.
Room Service/Front Desk: Room service was not available, at least the night I tried to use it. First, there was a busy signal at every attempt to call, and I called several times. Then the front desk connected me; however, I was immediately put on hold by the Restaurant/Room Service. After waiting on hold for over 10 minutes, I decided to walk to the McDonalds next door even though it had been a long day, and I was exhausted. There was no one at the front desk on my way out to McDonalds, so I informed the attendant of what happened upon re-entering the hotel lobby. Although the front desk attendant appeared horrified, mumbled something like that shouldn’t happen, and looked to be calling the restaurant/room service, I was not offered anything for their incompetence or my inconvenience. A breakfast voucher or even a piece of cheesecake that was on the room service menu would have been a nice way to say they were sorry.
I have worked in a hotel and know good customer service. The front desk at The Timbers rarely offered anything but excuses to compensate for the many issues that I encountered during my stay. In contrast, the shuttle drivers bent over backwards on at least two occasions to try to make “right” any wrongs that I experienced, even when it was not their fault. In summary, there are some problems with this hotel that only hotel owners/management can resolve, but I would say that most of the issues revolved around the hotel staff being unprepared and overwhelmed with the demands of the number of Stock Show guests staying at the hotel. Given the situation, some employees handled the situation better than others.
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- Also Known As:
- Timbers Hotel Denver
- Timbers Denver