M F.
Yelp
I'm giving two stars because of the follow up, otherwise, one would be the highest. They surely are trying to extend their apologies.
The following is a letter to the hotel in response to their letter reaching out regarding my experience:
I appreciate your follow up. I have been to Denver many times and have stayed at some great hotels. There's a lot of competition in the city for sure. I have also stayed at several Four Season's properties and was looking forward to my stay at the Four Seasons in Denver.
I like a nice hotel. I recently checked out of a hotel in Sydney for the same reasons I checked out of your hotel. The hotel I checked out of in Sydney was not a Four Seasons but ironically, the hotel I moved to was a Four Seasons. The Four Seasons, Sydney, was a great experience, one I expected to repeat in Denver.
Truth be told, I'm going to have a difficult time making a reservation at any Four Seasons property in the future based on my experience in Denver.
At the check-in, after along day of travel, I wasn't greeted in a professional manner. I actually don't remember being greeted, but I do remember stepping up to the desk to say I'm here to check in. The young man at the desk asked me my name, looked at the computer for a while and then finally said the reservation wasn't in the system. I had a confirmation on my phone and showed it to him. The attendant took my phone out back for what seemed to be a long time, to show the manager, before returning to confirm that they indeed had a room for me. It got worse, the room smelled like a locker room and the rug clearly needed cleaning. The next room was only slightly better.
While I appreciated the offer of a free night at your hotel, that could not compel me to stay. The most important thing for me is cleanliness and comfort.
From the moment I walked in, to the time I left, it was not a Four Season's experience. The manager did try to make it right, but the rails were off the track by that time, so her generous offer couldn't make a difference.
Thank you again for reaching out.