We have stayed at many IHG hotels and are even Gold members in regards to rewards. This has been our worst experience. Considering this to be an upscale boutique hotel is a stretch.

We arrived the late afternoon on 9/27/22. When we pulled in there was no valet at the podium. We went in to check-in. That went smoothly. When asked about the valet we got I don’t know. However we were told multiple times not to drink a second bottle of water because it costs $5.

When we get back to our vehicle the valet was there. He didn’t offer to help with luggage or even to throw trash away when asked about a trash can.

The room is quite small but clean with basic necessities. After realizing that the curtains were not pulled back in the appropriate direction we found our view to be of the Rockie’s Ball Park and train tracks. This is pointed out because although rare when a train did blow its horn it was loud. If you want to know what is on TV don’t call the desk. When asked what it was the answer was I don’t know. When asked what service it was we were told, you guessed it, I don’t know.

When the HVAC system was turned on it sounded like a 747 jet engine. We left the fan on low all night so as not to be jolted awake every time the system came on. We told the front desk. They were to send someone up to look at it. Did they? I don’t know. If they did nothing was changed. There is still a 747 in the room.

We picked this hotel because of room service option. That is a bad joke. Dinner choices were basically expensive cheese trays. Thank God for delivery services. The next morning we did room service. We got a knock on the door and upon opening the door there was a bag and 2 cups of coffee on the floor. The food was in cardboard boxes.

We placed our food trash from the night before in the hallway as not to stink up the room. When we opened the door for the breakfast room service the garbage was still there.

After being out all day we come back and they were just starting to clean the room. We got clean towels and the bed made. We had to take the garbage to the woman to get rid of it.

The next day we left at 11:00 and returned at 5:00. We walked into the room and it hadn’t been touched. Bed unmade. Towels on the floor without clean ones. And of course trash overflowing.

We called the front desk. I asked for a manager and got a supervisor. I was told that when they came to the room earlier there was a Do Not Disturb sign and they do not come back around.

At this point I was done. I didn’t want excuses I wanted to know how they intended to make the rest of this stay better. I had to go through the list of grievances multiple times. I also had to tell the supervisor what needed to be done to make amends. Basically teach this supervisor how to make up for poor customer service. We came to an agreement. In addition to our agreement we got clean towels for the next day and 2 free bottles of that $5 water.

On 9/25/2022 my wife and I checked into our room after a Broncos football game. The front desk staff was polite (reason for the two star If not lower). We parked our vehicle and got up to our room on the 8th floor. There was a stack of bed sheets and towels that were covered in human poop and blood. I called the front desk and spoke to the lady working. She advised she would have housekeeping come get them. About an hour later my DoorDash dropped off my food at the front desk and they didn’t even bother to call and let me know it was there. I left my room to go see if my food was there I noticed the sheets were still sitting next to the door which was very disgusting. I went to the lobby where a man was now sitting playing on his phone. I asked him if a DoorDash had been there and he pointed to a table and said there. I asked again about the sheets and he stated housekeepers had gone home and it would have to wait until morning. I asked if there was any way because it was human poop and blood. He said he would see if security would get it but was not sure. My wife and I went to sleep and I kept smelling something that stunk. I finally realized it was the bed itself. Since we were in a two queen bed we switched beds. The bathroom had hair left on the canister and the shower had some kind of gunk built up on it. Overall not pleased with the response I got from the front desk staff and the cleanliness of the room.