gridbob626
Friends Getaway · October 20252/10
The Embassy Suites Denver Downtown is a Masterclass in Customer Service!
My recent experience with the Embassy Suites Denver Downtown wasn't just a great stay—it was a powerful lesson in why you sho...The Embassy Suites Denver Downtown is a Masterclass in Customer Service!
My recent experience with the Embassy Suites Denver Downtown wasn't just a great stay—it was a powerful lesson in why you should always book directly with the hotel and why their staff deserves every accolade.
Our trip almost ended before it began, thanks to a week of frustrating, non-existent customer service from TripAdvisor. After booking and paying in full for our stay in May, my wife and I spent seven days calling TripAdvisor for our confirmation. Every day, they gave us an excuse and promised a callback "within the hour." Not a single promise was kept; we received zero calls and zero email replies (despite them being copied on every email). One hour before we were set to leave for the airport, a supervisor finally admitted they couldn't create the booking and offered a refund—leaving us completely stranded.
Enter Alexis W. at Embassy Suites Denver Downtown.
Alexis, who had been copied on our desperate emails to TripAdvisor, was an absolute miracle worker. Without hesitation, she stepped in and personally handled our entire reservation, ensuring we had a room when we arrived. Not only did she make the booking, but she went above and beyond, leaving a thoughtful and generous welcome gift basket in our room as a gesture of apology for the entire mess!
The contrast between the two experiences couldn't be starker. While TripAdvisor left us with chaos and broken promises, Alexis and the Embassy Suites team delivered grace, professionalism, and genuine compassion. This hotel clearly values its guests, and its management understands what it means to truly rescue a travel experience.
Bottom line: The hotel staff is incredible, the location is perfect, and the service is unmatched.
• We will never use TripAdvisor again.
• Embassy Suites will always be our first choice.
Thank you, Alexis, for turning a potential travel disaster into a wonderful memory. You are the reason we'll be loyal customers for years to come!
Bobby & Ingrid Corbett
PensacolaShow More