Residence Inn by Marriott Durango Downtown

I came to Durango for business, and understanding the significant cost of hotels in the area. I appreciate it the reasonable price for these hotel. However, I did not appreciate that. There was a parking fee that was not clear in the website. The rooms were clean. The properties a little old. In some areas need a little bit of better cleaning, but overall it was a good place to stay. I just don’t appreciate being charged parking. When the parking is controlled by the same hotel and no one else is parking around the area.

I wrote and called the staff multiple times. They didn’t honor the rate promised by booking through Expedia, they up charged me. The bill was almost double what Expedia had. Absolutely terrible customer service, Marriott Bonvoy threw all responsibility to the property. I tried reaching out to MIDAS HOSPITALITY, don’t bother you can’t get through. Worst hotel experience of my life.

staff unfriendly and bugs lined my windowsills even though never opened. never serviced room. $10 parking charge that was unexpected.

But we ended up leaving a day early cause our room was full of ants

Ten dollars a day to park. No services. Get your own towels, make your own bed, and take out your trash. Just like Motel 6 but more expensive. Very dog friendly.

Room was not clean, hair on floor, soap on vanity, mold and grime in shower, leftovers in refrigerator, ripped carpet, and obvious lack of vacuuming and mopping. Also, kitchen was dark.

No soaps etc as they were low on supplies Friendly check in Bed was good Astounded there is a parking fee for Durango.

I love a Residence Inn, but this one was very disappointing, First, the free breakfast was actually disgusting. I am a business owner and needed internet to get some work done, the internet is completely useless. The den speed was .08mbps and the up speed was 7mbps. They also charged me $10 per night to park my car in their surface lot. I will admit, I missed this in the hotel description, but this is just a money grab. There is no garage, just a regular parking lot. I will choose differently next visit to Durango. The staff were great and helpful,

John at the reception desk was wonderful. Best hotel stay ever.

Room was not cleaned very well. Shower had gunk on the rim, couch was covered in animal hair, carpet is old and gross, and the room had a funky smell. Kitchen only has 1 light and it was unable to fully power so it flickered. No ice machine on the property. But, the room is big and the desk is solid

I noticed she wasn't as accommodating as she was to the lady ahead of us. She handed us a map and two keys and pointed the way our room was. What I thought was weird was that she didn't give us a welcome goody bag that was stacked up next to her. We drove over to the outer door to our room, and it was really dark. The key fob was to the far left in the dark, blended into the rock wall. We opened the door, and you get this instant punch in the face of a WET DOG/MOLD smell; it's awful. Then we get to our room, it has this musty, damp, moldy smell, with low popcorn ceilings and old particle board cupboards that you would see in a rundown single-wide trailer. We looked around, and there were bugs everywhere! We immediately went to the front desk and told her that we wanted a different room. She said they were all booked up. My husband asked for a refund. She said Expedia would refund us, and that's a lie. She was not surprised we came back about the room!

b) room TV not responsive to poorly marked remote; night clerk had no idea how to adjust; no in-room tutorial on use of non-intuitive remote; engineer came next day on request, and indicated that they’ve had a lot of complaints about the “new system” (confirming what the evening clerk had told us the night before) and that he didn’t like it [NOTE TO BRANDS: Don’t introduce new systems without having them vetted in a variety of properties and a variety of management companies] [NOTE TO OWNERS: Involve your operating teams or your management companies’ operating teams, not just the corporate teams, in these decisions] c) front desk attendants are terrific; friendly, knowledgeable (except about TV’s; see above); breakfast buffet was as expected (some fresh fruit would have been a nice add); rear entrance (near the only elevator) does not have disabled parking; Chief Engineer is A+ d) Housekeeping is poor — a piece of trash was sitting on the floor next to the elevator for almost 24 hours before Hkpg picked it up to throw it out, and its location was adjacent to the hkpg room on the same level; Hkpg missed our alternate day service one day; the next day, after my request, and our being out of the room for 3 hours, we came back to a disheveled room. The Hkpg Supervisor attempted to explain why (Hkpr doesn’t speak English; Hkpr doesn’t have schedules during the day) rather than apologizing. Supervisor was a clear FAIL.

It is a very ni ce place to stay . Staff was very nice and helpful ..breakfast could have been better …

We stayed here for a couple of nights when riding the train. It's a nice hotel. They're in the process of updating it. The ice machine didn't work and we had to walk to the hotel next door for ice. I felt so sorry for the young woman at the front desk because people were complaining and one man was rude, but it wasn't her fault. Plus, she was several months pregnant. It was a minor inconvenience in my opinion and we're planning to stay here again next year. We walked to the train and restaurants/shops were within easy walking distance. We enjoyed our stay.

Enjoyed

Bathroom sink was clogged, staff was rude, they ran out of complementary breakfast on our last day of stay. Creamer is room was of poor quality. Bed was not made even when requested. Hand soap was split in to two pieces. See pic’s attached.

Nothing. Would never stay at another Residence Inn again due to the poor experience at this location. The washing machines in the guest laundry worked. Was told on check-in that Booking.com payment not received which after dozens of bookings on the platform have never come across. Took more than 30 minutes to sort out due to representative from booking.com being put on hold by the property for more than 20 minutes. Property also tried to charge 2.9% fee twice. Put into 2 bedroom suite with loudest AC ever. Asked to move, told it was full. GM explained that the noise was a recent issue ("maintenance addressed issue 2 days ago") yet after reading further reviews was clearly a problem for months. It is ridiculous that they knowingly put people in the room. Moved the next day. Offered 25% discount for inconvenience, which has never been seen. Unethical business practices at this location. The staff, including management, just say whatever they think you want to hear but don't actually follow through. I question the validity of many of the reviews on booking.com due to consistency in wording and lack of comments. Do yourself a favour and read the google reviews instead.

New- Parking fee $10 plus 4.47 tax per day, was not acknowledged upon booking reservation. Kitchen utensils limited, no ice bucket, the view terrible, we were looking at satellite dish, ladders, service area.Breakfast was adequate but not as good as it used to be. No potatoes, boiled eggs. It was a satisfying but not like it used to be to be. Be going there over 30 years or more.

Stay was pleasant and the hotel was as expected. Staff was reluctant to accommodate our day sleep schedule for cleaning but we managed a work around. (We are night shift workers)

I was extremely grossed out and I would never stay here again. I had no other choice bc there were no Airbnbs available to travel with pets. Extremely gross.