DoubleTree by Hilton Hotel Colorado Springs — Attraction in Colorado Springs

My wife and I would not recommend holding a social dinner event at the Hilton DoubleTree Inn in Colorado Springs.||The Hilton DoubleTree Inn management are very rigid with their event contracts and in fact do not hold up to their end of the contract. Basically once they have their money from you then they perform the absolute bare minimum in service if required in the contract.||We signed a contract with the Hilton DoubleTree a year ago to host a Highschool Reunion event for alum of the former Clark Air Force Base Wagner Highschool in the Phillipines. After a volcano eruption in 1991 covered the Air Force Base in ash, the entire Base had to permanently close.||Most alum that are still alive, graduated or attended Wagner HS in the 60s, 70s, and 80s. Many of these alum went on to serve our country in the Armed Forces. Unfortunately as time goes on, the alum or their spouses or family members age over time and develop health problems; so they can no longer attend or cancel their reservations to the event.||In our case, we signed a contract with Hilton DoubleTree a year ago for 100 attendees. This was a realistic count for past events that occur practically every year. Unfortunately many alum or their spouses or their family members developed health problems and could not attend or had to cancel.||Since the contract with Hilton DoubleTree required we pay for 100 Individual Dinners plus Buffet for 100 attendees, I did just that over the course of the year, but we ended up with only 57 attendees.||We asked the Hilton DoubleTree management to please credit us the money for only 60 attendees rather than 100 but they refused. I then told them to serve the full 100 meals as stated in the contract with 40 of them arranged for 'Take out'. ||Again they refused, stating that no meals, no food can leave the event room where the social event is held. I then stated that the extra 40 meals should be given to a local charity. Again the Hilton DoubleTree management refused to cooperate as well.||Basically the Hilton DoubleTree in Colorado Springs received payment for 100 Dinner meals and Buffet, but only served us 60 Dinner meals and Buffet at most. ||The manager at the Hilton DoubleTree told me that since their are 43 fewer attendees then they would need to charge us 'Rent' to have the Event at their Hotel, and so the difference between 100 meals paid versus 60 meals delivered would cover the cost of 'Rent'.||In what universe does this logic make any sense?||Basically the Hilton DoubleTree Inn in Colorado Springs ripped off us 'Military Brats' and Military Veterans. We paid for 100 Dinners for 2 nights and only got 60 Dinners for 2 nights .... no credit, no compensation for the difference.||And they still said 'No' to me when I asked they donate the 40 Dinners for 2 nights to a local charity to feed those in need.||In addition to this 'legal theft' by the Hilton DoubleTree Inn in Colorado Springs they refused to cooperate with us on several other fairly easy accommodation requests that were denied.||When we setup the Event room on the first day, we noticed the room temperature was about 60 degrees. I asked the Front Desk and then the Maintenance staff to please turn up the heat in the room because people besides myself complained that the Event room is too cold to have an Event. Both times nothing happened.||I then asked the Operations Manager if she would please turn up the heat in the Event room. She told me that she WOULD NOT adjust the heat at all. She said that when all the people occupy the room then the heat in the room will increase to a more comfortable temperature due to human body heat in the room.||Later that night I saw people wearing coats and people embracing themselves to try to warm their arms ... so much for her theory that the room temperature would increase with just human body heat in the room.||On top of this there were complaints I received that the Steak was like hard leather; although I thought the fish option was pretty good.||Also the Hospitality Presidential suite we reserved and paid for was not ready until 4pm even though we asked to have it ready by 1:00 since people starting arrived by noon. Many checked in my Noon, but could not gather in the Presidential suite until after 4pm. I would not consider this a huge hassle, but none the less, worth mentioning.||In the contract with Hilton DoubleTree, we did request 10 extra chairs in the Presidential suite. They did provide us 12 chairs after I asked for them from the Front Desk on the 2nd Day of the Event because they were not setup yet on the 1st Day of the event. So they did provide the extra chairs we requested in the contract, but only after we reminded the staff of that and reminded them that the request for extra chairs was stated in the contract.||Bottom line, my wife and I along with attendees to the Highschool Reunion found the management at the Hilton DoubleTree to be very rigid with their contract and on top of that got away with us paying them for 100 Dinners for 2 nights and only receiving 60 Dinners for 2 nights. ||For my Air Force veteran wife, that is a substantial hole in her pocket of $5000, given that she only receives income now from her Social Security.||I guess Paris Hilton pocketed the $5000 difference for her next new private jet. That might be a low jab, but we are disappointed in how the Hilton DoubleTree management treated us veterans, alum and...

Amex/Hilton Honors beware

In terms of general feedback, it’s a rather dated hotel other than the entrance and common area. Those areas are quite nice. The rest of the hotel? There’s a reason the Google photos by owner are heavily photoshopped…

Quite a bit of road noise in the rooms, as well as notable gaps under the door which means you hear a lot of noise from the hallway.

The toilet was finicky, but we were able to get it to quit running. The AC wouldn’t go down beyond say 68, which was fine but not ideal for those who like to sleep cooler. Room was fine, but bland and dated in a beige meets 80s sort of way.

Probably a 3.5/5 overall in these general hotel regards. Not bad, not great, definitely not a three star hotel though.

As to why the one star: we booked this hotel through Amex Platinum’s portal, which should have also given the Hilton Gold members benefits. This was verified by both Amex and the numerous other Hilton’s we’ve booked this way, including the Hilton DoubleTree in Denver the night prior.

On checkin, we asked if they could make sure the Hilton member number was linked, and they refused saying it was booked third party. We were too tired to engage and thought we’d try to figure out the next morning - all good.

We’re non-confrontational, so before checking with the front desk, I called Amex to confirm our understanding and make sure we didn’t do anything wrong when booking. They confirmed, and said just give our number to the front desk and all would be fine.

Went to the front desk and asked if the account could be linked, and if not if they could explain why so I could understand (since there seemed to be different practices among Hiltons and Amex was saying differently). I mentioned that it wasn’t a big deal, but just wanted to understand since we regularly book at Hiltons and had more stays coming up on this trip.

The lady at the front desk (didn’t catch her name) immediately shut down, and said that they wouldn’t honor the Hilton gold status since they saw Amex as a third party, end of story sorry k thanks bye. Then she just stopped making eye contact and ignored me without another word. It was the most dismissively rude customer service I’ve experienced in my forty years. It was literally so jarring, how rudely and quickly I was dismissed as an inconvenience rather than a guest asking for help (and not even, mind you, asking for anything really tangible - just wanting to understand so I could be a better guest at other Hilton’s if I was doing something wrong).

Called Amex back, not to argue, but because at this point the hotel must be right, and maybe I did in fact mess something up when booking right? Amex was confused as well, and the rep checked with his peers and supervisor to confirm. They all agreed they had never seen a Hilton refuse to honor the gold status when booked through Amex. They asked to speak to the hotel manager, which I was hesitant to ask for not wanting to be seen as a “Karen” and having been made to feel as such an inconvenience already. But I obliged and asked - hoping maybe someone could just clarify once they spoke to each other? I mean surely two major corporations have worked this out before right?

They spoke to the hotel manager, who clarified that this particular hotel took an unusually stringent interpretation of Hilton terms and conditions, and they conflicted with Amex, so there was nothing they would do. Amex clarified that they have never encountered this at any other Hilton, but they would not budge.

Look, a free breakfast isn’t a big deal. But the outright rude dismissiveness of the hotel was so incredibly uncomfortable and unprofessional.

It was just very off putting and weird. I get third party restrictions. Amex booking has never been viewed as a third party platform, either in my experiences or according to Amex. But it just seemed they were programmed with a dismissive “no” and it’s the rudeness that really...

My husband has been sick and house bound for 2+ years, we needed a change of view even just for a night. I impulsively booked a premium room confused by the description but thinking I will call. I was happy to pay more to guarantee a mountain view with a balcony he could enjoy. I called and talked to someone( I can't tell you how much I regret not getting her name) who told me an upgrade wasn't available and I explained my situation, I told her I would pay whatever amount necessary to guarantee a view with a balcony he could enjoy. She seemed so nice saying I have you in a room with a great view and lovely balcony. For those who care take for the chronically ill, you know how exhausting life becomes. We didn't ask for an ADA room because those are typically ground level. All we wanted was a balcony with a lovely view FOR ONE NIGHT. It was a really rough day for my husband, honestly I was lucky to get him to the hotel at all. We arrived at 3:24 ( according to the bill) and as I checked in - alone so I could get as much to the room on my own before wheeling my husband to our room. I was distracted and tired having done more then expected to get there, Morgan asked me what brought us there and I said my husband has been so sick we need a change a view I booked a premium room and am looking forward to a mountain view. Morgan told me there are no mountain views because of the design of the building but that the view we had was lovely and we would be happy. We got room 520... When I walked in the room I thought Whoa this is so dark... but also knew my husband had already been stuck in the car for 30 minutes after a 2 hour drive so I quickly assessed my situation and went and got him from the car. The handicap button I guess was supposed to slow the revolving door but didn't and the other doors had way to open them from the outside I stood there as 10 people were trying to give us way. I said please go ahead I can't figure this out don't wait on us. They all stopped and were shocked at the situation a truly lovely person just walked through and open the manual doors( that have no exterior access) to let us in. I went past the general elevator so to not delay anyone else to the back elevator when I got him in the room and threw open the curtains .... Our view was of the I25 exit into area with the closed dennys and village in signs.. the Balcony was so small I couldn't even roll my husbands chair to the entry for any type of access. I cannot even explain the disappointment and heartbreak. We literally sat there and cried. I went down and talked to the other on duty agent who told me that oh so sorry premium just means a fridge and and a high floor. I said We would like to be moved I would pay more and she oh so sorry all the mountain view rooms are booked and the hotel is totally booked so we can't move you. I am going to tell you all I am so tired. Trying to line up Morgan's lie with what her counterpart was telling me and also thinking wait what. I just teared up again and stood there shocked. When I went back to the room my husband was like well maybe the pool is great just check it out. I went to the pool hoping this would save the situation, but not only was it weird with people ignoring masking rules ... but there was no easy way to get the wheelchair to the ADA input chairs. If I could get the wheelchair around the right side of the pool or to the hot tub I would be lucky. If I just wheeled him in and left the wheelchair I Would be blocking access and exit to the pool and hot tub for everyone. We decided to leave it took an hour and 20 minutes in which my husband used the toilet in the room and sat in his wheelchair while I checked things out. I will fully admit I didn't handle things well and wish my state of mind was in better place. I went to check out and it was awful. I left, Morgan didn't check us out until 6:24 AM the next day. SO SHADY MORGAN WHO GOT THE...