abby mendoza

Review of EMBASSY SUITES DENVER INTERNAT...

My husband and I stayed at this hotel two nights a...

My husband and I stayed at this hotel two nights ago. Our stay was amazing. The room was comfortable and cozy. Most of the staff was friendly. BUT one. My husband and I got there around 11am. After being told check in was at 11 by a person over the phone. We found out check in was 3. We just dropped off our rental in downtown Denver and took a Uber to the hotel because we were flying home the next day from our vacation. And before that we were in the car for over 12 hours driving back to Denver. So we looked rough and all I wanted to do that morning was take a shower. We had no where to go with no vehicle. We expressed this to the front desk lady. And she understood. After we told her a man named Rob came out with an attitude telling us check in is at 3 and that the housekeeping does their best to clean as quickly as possible. And we understood that. There was no need for the attitude. The lady (didn't catch her name), took my number down and was going to call us when a room became available. So we WAITED in the lobby for three hours. We were in clear view of the front desk (again we literally had no where to go and no way of leaving). We went from the restaurant area to the couches right in front of the desk. We even had lunch at the restaurant. Our server Deaunte(?) was great to us as well. It was so embarrassing to wait there for so long. My husband fell asleep in the couches. We looked like homeless people. I'm not sure if they let us wait so long thinking we would leave? I felt judged. We always stay at an embassy suites any chance we get because we love the rooms. I felt so judged by Rob. He acted like we couldn't afford it. Around 1pm, I saw several groups of people check in. At this point I was frustrated and embarrassed by sitting on the couch for so long. Rob knew we were there because I caught him looking at us several times. I went to the front desk in tears. Like I stated, we were on a 12 hour drive and all I wanted to do was shower and clean up. My husband saw me crying and got upset too. He firmly asked Rob had there been rooms available this whole time. Again with the attitude he told us NO really loud and then checked us in? If there wasn't a room available, why were you able to get us one at that moment. He showed no remorse to the fact that I was in tears. The rest of the night went well. We were cozy and comfortable. No once did we ask for anything or complain. We even ordered room service that night. The room was amazing as always. But the service we got from Rob was beyond terrible but people like deaunte and the other staff were amazing to us and we decided to stay. I'm not sure if Rob needs further customer service training or what. But this was not the only instance he was rude. Just prior he was yelled and by another woman with kids. I don't believe this place deserves one star because we enjoyed our stay. But the service we received that morning from him is the reason why it's not 5 stars.