Aloft Denver Downtown

The Aloft Denver Downtown strives to the best of our ability to provide a safe environment in downtown Denver by providing on-site security services. We are a non-smoking property and do require a $250.00 smoking charge if these laws are violated. We took the guest's request that they did not smoke...

in the room into consideration and the guest was refunded the $250.00 for the fine, as well as the room charge. [redacted] is a large corporation and any customer service concerns reported to them are handled by the corporation directly. The [redacted] Corporate Office locate in [redacted] confirmed with the guest they would be rewarded 10,000 SPG points to compensate for the inconveniences experienced at our property. However, [redacted] could not locate an SPG account for the guest, where the points were to be rewarded. Once the smoking charge refund had been processed, the customer compliant was not being handled on a property level once and the complaint had been advanced to [redacted] Corporate for compensation.