Best Western Plus Executive Residency Denver-Stapleton Hotel, Denver

Dont stay at this hotel. You will be disappointed if you stay. It might say renovated and that is why i chose it but it should have said under construction. It'll be more acceptable. The only thing that looks nice is the lobby and breakfast area its a good way to trap people to stay. I'm glad i didn't waste my money on this. I use my points otherwise it was going to cost me over $300 . I would never stay here again. The hallway is old, thick and smelly. My room smell like either pine sol or fabuloso mix with cigarette smell. Its suppose to be smoke free hotel. I know what smoke free hotel smell like.

Tina M, Guest Relations Manager at Best Western Plus Denver-Stapleton Hotel, responded to this review
Dear Valued Guest, Thank you for sharing your experience, and I am so sorry to learn that we failed to meet your expectations of quality service and accommodations. We take all reports of lacking service and your suggestions for improvement, particularly with the condition of the hotel at that time. We are happy that the lobby looks nice and that you like the breakfast. We greatly appreciate your time in bringing a number of important matters to light and we hope that you will find your expectations to be far surpassed during your next stay with us.

Front desk clerk, Mara, was anything but welcoming! Very bad first impression. We made reservations and asked to have adjoining rooms. Not only did we not get adjoining rooms but we weren't even on the same floor. She said she would try to get us on the same floor the next day. We were told we would get housekeeping only every 3 days but after the 3rd day, nothing. Same song and dance as previous reviews. I called down to the front desk and they said they'd see IF anyone was still here. Luckily for us, there was. If the hotel is going to act like an extended stay, they should put more than 2 coffee can sized trash cans in each room. I don't think we were the only people with this problem because trash cans outside the elevators on our floors and the main floor had bags of trash piled next to them every time we left the room. I took a shower on the first morning we were there. The water drained very slowly causing the tub to fill up. While I was showering, a clump of hair floated out of the drain. It was me, my husband and 2 sons in the room. This hair was NOT from any of us. Also agree with other reviews that the renovation was done poorly. The sprinkler heads in our room were only sticking out of the sheetrock about 1/2 way, the carpet in the hallway is still is very dirty and the exterior of the entire property is overgrown and littered with trash. One of our rooms didn't have a microwave at all and the other was missing the glass plate. Only one of the 2 fridges worked and the one that worked barely kept food cold despite numerous attempts of adjusting the temperature. Breakfast was a typical hotel breakfast but they did change up the options each day. The woman taking care of the breakfast area was very friendly and took the time to help my 6 year old get pancakes. I wish I would have gotten her name! She was very good.

At check-in first girl was watching Family Guy on her phone and would not check us in. Five minute later after we retrieved our bags to bring it into the hotel, another girl was there and checked us in immediately. There were no drawers in the room for clothing and maybe five hangers. Drain clogged and first time no one showed up to fix it. Called again next day and it took a half hour to show up but they did fix it. Had to ask the desk for maid service. Was told that we could get towels at front desk if we bring our dirty towels. Did that and she said, I do not have any towels, will send some up, and that took 45 minutes to an hour. Breakfast was fine with weak coffee. Outside of hotel looks ghetto. The best part of the hotel was that I washed clothes four times and spent a total of $10. Washer and dryer were good although one dryer was broken for the 10 days that I was there. Staff not very friendly.

DO NOT BOOK WITH THIS HOTEL. The staff is an absolute joke, you can't get ahold of them because their phones are often off the hook. They overbooked our family and many others when we had rooms reserved ahead of time for our soccer team, which isn't the end of the world, but the way they have handled themselves is ABYSMAL. To remedy the fact they overbooked is they paid for us to stay at a dump hotel (Rodeway Inn) but that was unacceptable (the rooms had cigarettes still burning and missing light bulbs for crying out loud) and when we went back to ask for a voucher or some other option they essentially said "take what we give you thats that" and to make matters worse apparently they knew they'd overbooked us for several days but said nothing until we got there (after a near 9 hour drive!!!!) On top of that, after we didn't stay at the Best Western or anywhere they provided us - they charged the credit cards for a 5 night stay (over $500 charge!) for a hotel that we NEVER EVEN STAYED AT. Their managers on duty are a joke, the manager who can actually "do anything" about anything is impossible to get ahold of, and any communication we have had has been incredibly rude when they were the ones at fault for this whole mess. Not to mention the lobby felt like a sauna as we repeatedly went there to try and get this situation resolved. We'd heard the hotel management previously had run the hotel into the ground and that it was a "good thing" best western had bought them out, but clearly things are still a huge mess. DO NOT STAY HERE!!!!

Tina M, Guest Relations Manager at Best Western Plus Denver-Stapleton Hotel, responded to this review
Dear Valued Guest, Thank you for sharing your experience, and I am so sorry to learn that we failed to meet your expectations of quality service and accommodations. Know that your voice is of tremendous importance to us and we are confronting each of the issues that you mentioned to ensure that no guest has this experience in the future. Our primary goal is always to provide our guests with an enjoyable experience. We certainly take this very seriously and we will forward this to the management team. I hope you will change your mind about seeking out new accommodations in the area and that you'll give us another chance to restore your faith in our hospitality and service.

The hotel has been recently remodeled. Despite what most reviews stated we had good customer service however we only spent one night. The beds are extremely high off the ground which was fine for us but something to keep in mind depending on your mobility. The hotel is easily accessible from the road.

Tina M, Guest Relations Manager at Best Western Plus Denver-Stapleton Hotel, responded to this review
Dear Valued Guest, Your review and rating of our hotel mean a lot to us, and we thank you for taking the time to share this experience. We want you to know that your feedback and description of your experience at our hotel is of the utmost importance to us. Thank you for your feedback and we hope to see you again when you travel back to the area.

Made a reservation tru bestwestern.com 4 days before arriving, I needed a 2 beds room,so that's what I reserved. When I arrived Mara at the front desk told me she cannot honor us what we reserved, she said she didn't had a 2 beds room available for us, and my reservation was for a king, I showed her the screenshot I had for my reservation and she responded me, that she didn't know why I had something different than she had, (so like I was going to enter their page and change it) and plus the king bed was “expensier “ than the room I wanted, I did understand that, and I saw that during reservation, but me and my companion needed a 2 beds, plus she stated that I paid less than the cost of the 2 beds for that day, I mean if I reserved thru their official page, I don have any saying of the increases or decreases of the cost per night at their hotel, like I was a second class customer because I paid less, that's so rude of her saying that directly to us, like nothing. Mara needs a lot of training, Mara needs to understand that if you reserve a room with certain characteristics it's because you want and need that, that's why I made the reservation prior arrival to ensure my room, which she denied to us. I was really tired, and I just took whichever Mara decided to give us, even thou we knew that she had 2 beds room available, but apparently not for us. Please train Mara. Won't be back again, i have stayed at best western before but never encounter any front desk personnel to treat us like Mara.

Tina M, Guest Relations Manager at Best Western Plus Denver-Stapleton Hotel, responded to this review
Dear Valued Guest, Your review is greatly appreciated, though it is very disappointing to learn of the bad impression we made with the state of our accommodations. I am very displeased to hear that anyone was treated with rudeness or that any misunderstandings were not addressed in a professional manner. We do not tolerate such kind of behavior from any of our staff and management. We appreciate your time in pointing out the areas in most need of attention as we work towards updating and improving upon our accommodation. Please rest assured that we are taking the appropriate measures to address the issue and prevent any future occurrences. Know that we continuously strive to meet your needs and expectations. I hope you will forgive for the service that did not meet your expectations and that you will someday return to see how we have grown through guest feedback.

The good: The hotel was inexpensive and has been somewhat recently remodeled. The fitness center had 3 treadmills, an elliptical and sufficient space and weights to get in a workout. It was quiet The bad: Housekeeping appears to be almost non-existent. I stayed 3 nights and my room was never serviced. I had to go down to the front desk on the second night to get more towels. The workout room did not have any towels. The trash can by the elevator was overflowing the second morning and still when I came back that night. I only had the free breakfast the first morning and I had just the bacon and eggs - mediocre, ate elsewhere the other mornings. There was no coffee the entire time I was eating. They had one carafe of regular coffee which was empty, the lady working the breakfast area took it in back and it never reappeared while I was there. There was some kind of lid to a dish on the floor of the first floor hallway back to the fitness center/pool that was there my entire stay that no one felt the need to pick up. Also, my room overlooked the parking lot and there was a bright street light. The room did not have blackout curtains, just a screen-like shade. I had to stack pillows on the bed to create a wall to block it out.

Your room won't be cleaned unless you spend at least 2 nights and then you have to request it. There is a card in the room about towels on the floor vs hanging them up to re-use. Hang them cuz they won't be in to clean.

Hotel could use improvements. While the lobby looks shiny and new, housekeeping has a lot to be desired. Floors in hallways need to be mopped and vacuumed. The door in my room had potato chip crumbs that hadn't been cleansed up. Pillows in bed were all the same making it hard to seep for those that can't sleep on thick foam pillows. No towels or wipes in the workout room and no garbage in the bathroom in the workout room. The hotel is in the middle of industrial buildings so if you don't have a car you will need to Uber to a restaurant for food.

Some of the front desk staff is very lazy as today I as to have my room clean and still not clean I go down to the front and the girls that working the front desk is on a personal phone call I stand for almost 10 min and walk away.For the money we pay here we should be treat this way it a nice hotel but the staff need to be retained about customers service. The spend more time trying to get out of work them doing there job.the time is 4.08 PM and no one answering the phone down stair.

Overall, a pleasant stay. Staff was friendly, check-in efficient, room was clean and had ample space, linens clean and comfortable, comfortable bed, typical motel breakfast. Location is right off I-70 and near the bustling Northfield area with lots of shops, eating places, Bass Pro Shops, etc. Only drawback is it's kind of hidden, and my GPS tried to take me somewhere else…we ignored it because by then we could see where we were going, but just be forewarned on that. Despite being right by the interstate, it was surprisingly quiet – maybe because the loud a/c unit provided more than ample white noise and blocked outside noise. The facility is undergoing renovation, and has a very contemporary feel to it. Room décor is very modern style. The floor is wood-look quarry tile, which was surprising since most motel rooms are carpeted, but in thinking about it, that's probably far more sanitary than carpet. I don't know if the renovations are incomplete, or poorly done, but there were a number of workmanship issues – paint drips on floor, paint that didn't cover, missing trim pieces around sprinkler heads and such. Those didn't really detract from our stay, but didn't reflect a great deal of care by whomever did the work. Outside the facility is a mess, which may be part of the pending renovation work, but the pool needs serious help (and is not currently in use), new sod that is dead, cleanup work needed, etc. Hopefully that's coming. Only other negative was the view out the window leaves a lot to be desired – our window looked out at a nasty empty pool with peeling paint, algae, and trash in it, and (this part isn't the motel's fault), what appears to be a highway department storage area full of industrial stuff. But despite those drawbacks, we got a nice rest in a clean and comfortable bed, which was what we were here for.