The Bad, the Good, and the Ugy in Denver

(Blogger's Note: This is the first in a three part series based on a recent trip to Denver Colorado.)

The air in the mile high city has differentiating effects on people. For some it clears the brainwaves, it appears, and suddenly makes everything common-sensical. For others indeed it clogs the pores making acts appearing simple and less complex completely escaping the thought process of one paid to think.

Take the experience I had at the Sheraton Denver. Apparently one of the top hotels in the city- anchoring the pedestrian mall that stands as Denver's main downtown- the hotel is done in a period of boom days gone by. Not old enough to be historic, and not glistening enough to be modernized, it sits in between offering comfortable, albeit slightly worn amenities. A Starwood property it does have the glitter of bright lights and spacious lobbies and hallways. Once inside the room the hotel adequately meets the needs of guests.

Having lived in New York for a decade the proverbial cockroach is a simple fact of life in a Manhattan apartment. The worst news a resident in Manhattan can receive- with the exception of lease termination is neighbor remodel notices. When that happens the cockroaches flock to the nearest apartment other than the one under construction.

Although surprising – I hadn't seen a cockroach since leaving NYC- it wasn't a traumatic experience to have found a gaggle of them in my bathroom at the Sheraton. Once light brightens the roach's day they stampede as though in Pamplona. However, through years of experience, I managed to capture a three inch fella that flipped on its back when the glass came over it. Figuring this to be a good test for management customer service I placed my acrobatic new friend in a paper Starbucks cup and eventually brought it to the lobby.

Christened as Charlie I showed the beast to my associate and her jump back position metered in at approximately five feet. She hates them.

Knowing I was going to the registration desk she just shook her head bewildered as to whether or not I would become the customer from hell. With Charlie in his new abode I placed the cup on the counter and when the nice Sheraton associate asked me what I need I took the lid of the cup and presented her with Charlie. She registered, without jump meter exaggeration, a 9.7 foot jump back.

I immediately covered Charlie with he lid and handed him to the Sheraton employee. She proceeded behind a closed door, only to emerge moments later without my new pet. Going to the computer she immediately told me she would switch my room.

I explained that wouldn't be necessary, I just wanted to bring the roach infestation – there is never only one – to there attention. I also explained that they are probably in the walls numbering thousands plus.

After explaining I didn't need another room – the roaches were probably everywhere - I waited as she went behind the closed door only to never emerge again. I eventually left as a meeting called.

Upon evening I asked if there were any notes on my account. Of course there weren't. When I got to the room the message light wasn't blinking and in the morning, upon check out, there was no mention of the problem.

This is a perfect example of poor training and a lack of customer service. Not offering your employees a procedure on how to deal with problems that are bund to occur is an injustice not only to the customer but to the employees.