BBB Logo

Better Business Bureau ®
Start With Trust®
In Denver & Boulder, Colorado

BBB Business Review

This Business is not BBB Accredited

Courtyard By Marriott

(303) 571-1114934 16th St., DenverCO 80202

BBB Business Reviews may not be reproduced for sales or promotional purposes.

BBB Accreditation

Courtyard By Marriott is not BBB Accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered Courtyard By Marriott's rating include:

  • BBB does not have sufficient background information on this business.

Factors that raised Courtyard By Marriott's rating include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 3 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.

Customer Complaints SummaryRead complaint details

3 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues1
Billing / Collection Issues1
Problems with Product / Service1
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints 3

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Courtyard By Marriott
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (3)BBB Closure Definitions
12/03/2012Billing / Collection Issues | Read Complaint Details
X

Additional Notes

Complaint Category: Failure to substantiate charges

Complaint: To whom it May Concern: On 6/17/12 at approximately 3.30 pm, my mother ***************** and myself ****************** came into the Courtyard by Marriott Denver Downtown. 934 16th street Denver, Colorado 80202; telephone (303)571-1114. We were informed by the front desk clerk ***, that she could get us one of their beautiful rooms at a discount rate. I was extremely excited because I was tired from driving back from my aunt's funeral (Florida,) and had an interview the next day. I then convinced my mother to place the room on her card, and I would give her cash. Since, the Marriott would not accept cash my mother agreed for one night stay. However, several other charges went on her card without her permission. For example, two bottles of water, two lunches, phone calls ect. When, my mother received her credit card bill she was livid at me, and I had to get back to Colorado Spgs, co from Denver to investigate how this happen, since we were told only the room at discount rate would be placed on card. That was not the in result, so when we called we were surprised at two particular employees named Aspen front desk manager, and ************** supervisor. They were extremely rude, unprofessional, and condescending they flat out refused to remove the charges on the card. I placed in a complaint with their customer service relations never heard a response back. No apology and we were convince that the employees were placing their own charges for bottle waters and lunches on the card. The, card was credited back on my mother's card after an exhausting fight with these two employees which lasted several days. I would appreciate a letter of apology from Aspen and ************** personally, and I would like a weekend with one of their best rooms with all enmities paid for our inconvience and the way we were treated, at their expense. They were definitely out of line. Thank you, for your swift and professional response.
Sincerely,

Business' Initial Response
Please allow us to apologize on behalf of the hotel for any inconvenience caused by our staff. Our goal is to satisfy every guest and insure a wonderful experience. When difficult situations arise that create a less than impeccable perception of our service we are concerned. In regards to this situation, the understanding at check in on June 17, 2012 was that the credit card presented would cover all charges. Considering that no other form of payment was presented as a deposit at the time of check in the only form of payment for additional items would be the original card given. In researching the charges we were not able to locate a valid reason as to rebate the charges which were verified through all possible research. In a gesture of goodwill the hotel did rebate the charges back to the account. Our hopes were that this would create a resolution that was reasonably acceptable to all parties. We are disheartened to be notified that this was not an acceptable resolution.

Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.

09/28/2012Problems with Product / Service
06/27/2012Advertising / Sales Issues

Industry Comparison| Chart

Hotels

Additional Information

top
BBB file opened: 04/06/2006
Licensing

Many local municipalities, townships, and counties have registration, bonding and/or licensing requirements. The BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

Permit and license requirements for regulated industries in the state of Colorado can be viewed at the following website: http://www.colorado.gov/oed/industry-license/

Business Category

Hotels

Map & Directions

Map & Directions

Address for Courtyard By Marriott

934 16th St.

Denver, CO 80202

To | From

LocationsX

1 Locations

Industry Comparison ChartX

The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Denver. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.

*Courtyard By Marriott is in this range.

X

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

X

BBB Complaint Process

Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

X

BBB began including complaint response text in BBB Business Reviews on September 4, 2012. BBB reports the complaint response text for all reportable complaints against a business that are received electronically.

X

Industry Tips for Hotels

X

What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

X

What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.

X

Thank you for your feedback.

Help us improve by taking our survey.

X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.