Residence Inn by Marriott Glenwood Springs

We stay here occasionally because we need two rooms. The rooms are generally quite nice, bedding comfortable and nice having two bathrooms. But it seems it needs a bit of a refresh. The bathroom, and bedroom door would not stay open, nor would the bathroom door completely close. The shower head was pretty awful. I don’t get the pillows with the big chunks of foam. It feels like big chunks of foam. One shade didn’t work. We were most disappointed with the breakfast. Commercially wrapped burritos or quiche on a steam table, watery oatmeal, watery eggs, tea water that tasted like coffee. The multigrain bread, an orange and Cheerios were fine. I guess I was hoping for something a little more elevated for a Residence Inn and $300/night. The front desk staff was very nice.

We were in town for hockey playoffs, and the location can't be beat as it's right across the street from one of the rinks we were playing at. The staff is friendly, and the included breakfast was great. We're already booked for a return trip this season.

BEDBUGS, FLEAS, RUDE AND UNHELPFUL FRONT DESK. THIS WAS OUR LAST STAY. Be aware of room 206, DO NOT STAY UNTIL THEY DO PEST CONTROL. Room 201 , be aware of pet urine smell that is quite pungent. They brought ozone machine upon persistence then changed our room to 206 grudgingly and through a series of incredibly unprofessional behaviors at front desk including invalidating, minimizing and blaming us for asking for help us as repeat customers with a high Marriott Reward status too. We chose to stay at this property each time. No more. The treatment was unbelievable. From previous reviews here in trip advisor and my delayed 1:1 email response, the GM gives disingenuous, prescribed lukewarm responses that do not specifically address challenges. Generally, their front desk staff are a hit and miss. This time, it's been hell. We had to cut our trip short, cancelled more appointments in the area and went through agonizing pain all night, not being able to sleep from excruciating pain from the bites. The maintenance could hardly speak English and we used google translate to communicate as he could smell the urine in room 201, as well as see our skin breakouts. He is then accompanied by one front desk staff to check for bed bugs with standard phone light, no professional tools, which you’d think they would have on hand at a lodging and bedding facility that they are! They claimed that the hotel is fully booked, even though this is what they rudely said upon the first urine and unhygienic carpet and air issue with room 201 and it was false. Here’s what Lucy at front desk said verbatim when we entered the room, smelled the pungent urine in the air and called them: “unfortunately we don’t have anything else. Best we can do is get maintenance to come up. Once we asked what else could we do and to perhaps look for more options, we were cut off in the middle of speaking, snapped at and repeated the same sentence. She then went on to say, without listening or expressing any concern nor being proactive:”feel free to call our GM, I can give you his card”. Their confidence that they can get away with these types of behavior with the GM, was alarming. It felt like this place, is running as dysfunctional as it can get. The same person, Lucy, barges into the room and says again abruptly: “I can’t smell anything!”. We were shocked. Maintenance guy said yes it does smell. She walked off huffing and puffing. Again, we were stunned. When I went downstairs, I spoke to another front desk staff, Michelle who was slightly calmer and slightly helpful, who said “sorry we don’t have any rooms”, I asked what else is an option here given we’re just driven 4 hours to be here for a break, she said “well not in your room type but I could look at our inventory”. I was shocked again! Are you kidding? We don’t care what room type you put us in, we needed a clean and hygienic room to sleep in. It came across as if they’re playing us on purpose; unkind, rude and downright shocking. The smell difference with our second room, room 206, where hell was about to break, was distinct. They did not proactively contact other hotels in town to move us. We felt helpless, disgusted and shocked at the treatment we received. As soon as the bedbug and flea (from the entire room) was raised, suddenly Lucy, changed her attitude and like a personality disorder, switched into a person who you could talk to. The contradiction was amazing to watch. We won’t ever come back. They also manage Courtyard so be aware of similarities. Our assumption is that the first two floors are pet friendly and the point is that they do not clean these rooms thoroughly. The GM’s prescribed responses are alarming and the culture he’s creating, even more so.

Room 227 over the breakfast area has 2 bedroom windows and 1 living room window that are eye level with gross bird poop covered roofs and hvac units, the building facade blocks any orher light/view. Staff member begrudgingly changed our room, refusing to let us see it to make sure we weren’t getting into something worse. It was so gross, we ended up skipping breakfast there over our 4 night stay…between that and a $12 parking charge we felt ripped off. Shocked this would be considered a normal full price suite.

Checked in this afternoon. Waited almost 10 minutes for any staff member to come out from the back room to check me in. They made eye contact with me several times but were preoccupied with their phones. Parking lot is full but luckily found a spot. Room is typical Residence Inn. Quiet location away from central city hub. Could walk in about 15-20 minutes or a short mile drive