Quality Inn & Suites Castle Rock SW Denver

Travelers beware of this hotel! Management is absolutely horrendous, bordering on unethical theft! We had prepaid for 4 nights in this hotel. We check in Thursday night, Friday morning we call to report the blinds in the room as broken (couldn’t raise the shades). They sent someone to the room and accused us of breaking them. Said they would be keeping our security deposit and could charge us an additional $500 for the repair. When I stated I wouldn’t pay $500 for something that was broken when we arrived the general manager, Jonathan, said we were no longer welcome to stay at the hotel. He said he would refund me for the nights we didn’t stay but here we are almost 2 weeks later and he has not followed through on that promise and doesn’t not respond to contact attempts. He wouldn’t give us confirmation of our check out which was sketchy. Absolutely horrible management. In reading the other 1 star reviews online it seems to be a theme. Broken items in the room upon arrival, terrible management/customer service, and sneaky charges. I can’t stress enough- find somewhere else to stay! You run the risk of being overcharged for either fake damages or being charged more than the originally quoted price. Do yourself a favor and protect your bank account by finding another hotel- there’s tons to choose from in and around the area.

STAY ELSEWHERE! The hotel itself seemed updated and nice enough, but the service is the absolute worst we’ve ever experienced. Management (if you can call it that) was horrible and not only did nothing to help us, but they scammed us and forced us to leave after the first night of our four night stay… we had reported our blind being broken the first morning there when we realized we could not open it to let the sun in – and Johnathon, the GM, who answered the call - immediately accused us of breaking it. After I called to simply report a broken blind, he responded with “so YOU broke it?!” to which I said “no, that is not what I said.” Later that day he called my friend while we were an hour and a half away stating that he was going to charge us up to $500 for the damage (that we did not cause) and when my friend refused to pay for something we did not do, he told us we would have to leave the hotel within the hour (not possible since we were so far away)… he gave us an extra two hours to leave hotel, which we did after cancelling a reservation that we had made for that day that we could no longer make after this inconvenience.. but he also threatened to call the police if we approached the front desk simply to get a receipt for the three nights that he told us he was going to refund us. Bob was given a heads up and assisted us when we went to the front desk to check out (Bob was nicer but still probably shouldn’t be in customer service if I’m being honest)… and stated we would be refunded for the three nights we weren’t staying. It is now almost two weeks later and there is still no refund, only a snarky email response from Johnathon stating lies on the situation and how “no refund was promised” which is absolute BS.. Not only was this situation absolute insanity in itself, but it ruined multiple plans we had over our short trip to the area… DO NOT stay here. Castle Rock is very pretty, and it seemed like a great town – but stay at a different hotel in the area. Don’t give these scammers your money. (Also the breakfast was bare and I just felt the need to add this in there).

I scheduled the 22 and 23 of September for a family wedding. Tested positive for COVID 9/19 and called to cancel. Gentlemen I talked to on the 19th advised me to call the 20th before noon and speak to Jamie or Jonathon. Just called and was advised my reservation was no cancel. Jamie went to talk to the manager as this was due to COVID and would I supply results, advised I would. Came back and advised she was told no refund of any portion of the payment due to booking type. Advised family out there were doubling up and could I at least let one of them use my room. Advised no I have to be there then they could use it as I cannot. LOL, live in WI not possible. I use Choice Hotels and recently joined their rewards program. Not much of a program that I see. Very disappointed.

Decent size room with a comfy bed. No elevator. Pool was extremely cold. Couldn't use it because it was freezing. We really liked the location. Close to freeway and downtown Castle Rock. I'd stay again if I was in the area.

I stayed 2 nights June 16th & 17th, the stay was fine, but it was after I left. I had realized I left my $200 boots right by the bed (would've been stepped on to make and clean the bed), called the very next morning and was assured "everything gets turned in" by multiple people - apparently that only pertains to items that are of low value. I never got my boots back and the GM Jonathan didn't care and was rude. He would not return my calls even after I offered $100 to get them back!! If you like to stay at hotels with dishonest housekeeping, then stay here... but I wouldn't suggest it!!

Three of us stayed in one room with 2 double beds. The room was clean and well appointed. The building was well maintained and the staff friendly. The continental breakfast was nice, offering a waffle station, cereal, fresh fruit, yogurt and a few other items. I would recommend to friends and family. We didn't see an elevator so beware if you have a lot of luggage or need an accessible room ask for 1st floor.