This hotel has everything you need - close to the airport - breakfast and shuttle. Very helpful and friendly. We needed toothpaste :-) and the shuttle ...

The Front Office Manager - Norma Rodriguez was fantastic! With the long line of frustrated travelers - she never lost her smile or attitude of kind courtesy. Quality Inn is lucky to have her.

First I want to say that I travel for a living spending 200 + nights a year in choice hotels. I have been a continuous Diamond member since 2004 and in 2017 earned over 1 million points in one calendar year. Over the past 15 years I’ve had a few bad stays and on occasion had to check out and leave a hotel a few minutes after checking in but I’ve never written a bad review. This is the first time I’ve been so aggravated that I’m using this platform to vent.

I arrived at Denver airport and while waiting for my luggage I called the Quality Inn and Suites to inquire where I should go to get the shuttle. This was at 11:41pm. While I was on the phone my bag appeared and I followed the directions to door 505 island 3 Hotel pickup. This took about 3 minutes from my phone call. I waited approximately 20 minutes and called the front desk again asking if the shuttle was dispatched because only 2 shuttles came by in that time and I asked both drivers if they picked up for my hotel and they said “No”. I waited another 15 minutes and called the hotel again. I explained that it was now over 35 minutes and I was getting aggravated. I asked the clerk to call dispatch and please get them over here. He never gave an explanation or apologized for the inconvenience he told me that the shuttle was white in color and had just dropped off someone. I told him that absolutely no shuttle that was white or said western shuttle per his description had ever come past. This was now almost 12:15am and in this complete time only 3 shuttles came past and none were fir the Quality Inn. After 50 minutes I opened up my Uber app and while I was looking for the address of the hotel the shuttle finally pulled in. The shuttle was clearly marked “western shuttle” and Quality Inn was clearly listed on the side along with all the other hotels. This shuttle was not white but there was no doubt that this shuttle had never driven by. In the 50 minutes that I waited, this was only the 4th shuttle to come down the shuttle lane. I asked the driver why it took 50 + minutes and he said they don’t get dispatched they just drive around and around. I asked again saying that this was the first time he had been thru in 59 minutes and he offered no explanation . When I arrived at the hotel desk I asked the clerk how they could provide such a service. He did not apologize or offer any explanation. I told him that after my second phone call I would expect him to tell me that the circuit they drive picking up and dropping off for multiple hotel can take 45+ minutes. He offered no explanation or apology. I then realized that this clerk had no clue about customer service and how a simple apology could have prevented me from writing this. He then had the nerve to ask me if I needed a shuttle back to the airport in the morning. I just looked at him and told him “ I’ll take Uber“. I was thinking to myself “this guy told me on 2 of my 3 phone calls that they don’t dispatch the shuttles they just “come around”! now he’s asking me if I need the shuttle in the morning. I place the blame directly on the Hotel Management for having a shuttle system that can have a guest standing at the curb for 50 minutes. I place the blame directly on management for having a hotel clerk that has absolutely no idea about good customer service. If a hotel offers a free shuttle service I would expect to be picked up within 20 minutes and if I call back to inquire About the delay I expect an apology for the inconvenience and if they are using a multi hotel shuttle service to explain that to me so I can decide if I should take Uber. I travel to Denver quite often but have always rented a car. Tonight’s trip was just a layover so no car was needed. I have stayed in this hotel before and have no complaints about the room or other issues. I will be returning to Denver on the 11th of November for 4 nights and because of this situation I will never stay in this hotel again. Tomorrow I will also copy and past this review directly on the Choice Hotels web site. I hope that this review will prevent just a few customers that need to use the shuttle service to look elsewhere. Spend your money in another hotel.