My late‑night arrival Atwell Suites in Denver was extremely disappointing, and the service I received from the front desk associate, Darche, made an already exhausting travel day even more stressful.
My husband had called ahead to confirm that a late arrival would be fine and that shuttle service would be available. After being delayed for over six hours and traveling for nearly 22 hours, I arrived around 11 PM expecting a smooth check‑in. Instead, I was met with rudeness, impatience, and a complete lack of professionalism.
When I approached the desk, I greeted Darche, handed her my ID, and had my credit card ready. Every question I asked--simple, standard check‑in questions--was met with the same dismissive response: "Just give me a second." No eye contact, no courtesy, no acknowledgment. She repeated this phrase multiple times, each time with an unfriendly tone that made it clear she was overwhelmed and taking it out on guests.
When she finally addressed the incidental hold, she first told me she needed my card, then abruptly said she didn't need it and that I should "just put it in when it pops up." Again--no eye contact, no explanation, just attitude. I paid the $50 incidental fee and was told it would only be returned if there were no damages to the room.
The next morning I went to checkout, at 5:50 AM, she was still just as rude. When I asked for a receipt, she snapped that because I booked through a third party, "there's no receipt--she said to me your third party gets a cut." So I can reach out to them for a receipt. No effort to help, no courtesy, and still no eye contact.
Even asking about the shuttle was unpleasant. When I asked if 6:30 worked when I was checking in, she responded sharply, "630 doesn't exist," without offering the actual shuttle times. I had to guess and choose 6AM. This all took place with a line behind me as there were a few groups of people who were waiting to check in at the same time.
After such a long and difficult travel day, being spoken to this way made my stay uncomfortable from start to finish. I've stayed at many hotels including another sister location the day before in Queens and have never experienced this level of unkindness and unprofessionalism from a front desk representative.
This experience needs to be addressed. No guest should be treated this way, especially after confirming details in advance and arriving exhausted from travel delays. read more