It is hard to write a harsh review, but I feel like this site is here to provide insight. We arrived in Denver early in the morning, and stopped by the hotel to see if we might be able to drop our bags. This hotel did NOT look like it was at capacity, and though I know it was well before check in time, in my experience, if a room is prepared, they are happy to let you check in. This was not the case. The desk clerk did not check our reservation or our room assignment at all and just told us that the housekeeping staff would not even be there for a couple of hours!
At any rate, we went off and spent the day with our son, and returned around 9 PM. Again, there was no indication that it was busy AT ALL. The gal assigned us the room right next to another person who had just checked in. When we got to the room, my husband opened the door, took one step inside and turned on the light. There was a guest sleeping in the bed!!! In our many travels, this has NEVER happened before! We retreated as quietly and quickly as we could, wandered with all our stuff way back down to the front desk and explained the situation. They seemed to find it quite funny, somehow. We were then given what they described as an upgraded room. It was very large and great, actually. When I looked back at the reservation, THIS was the type of room we had reserved and paid for in the first place. In fact, the room given in error was a downgrade. I don't know what happened, but it was handled in a pretty unprofessional manner all around. It seemed remarkable to me that with an error of this caliber they were not falling over trying to make up for it. In the mean time, I feel horrible for the poor person we walked in on! I have never been familiar with the art of getting the most out of customer service complaints, but I wish there had been some sort of offering during this unfortunate visit. I would suggest that the owners of this establishment spend a little more time training their staff.
On the plus side, as I said, the room was nice; it was unfortunate we had so little time to enjoy it. Had they checked us in early, I would have all sorts of nice things to say. We had to leave very early the next morning back to the airport, and thank goodness, the shuttle arrived to pick us up on time and we were delivered to DIA without incident.
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- Also Known As:
- Timbers Hotel Denver
- Timbers Denver