Hilton Garden Inn Arvada Denver — Hotel in Arvada

It just keeps getting worse. The Assistant General Manager of the Hilton Garden Inn Arvada, Christian, is now harrassing me by phone including waking me up by calling at 8 am on Sunday morning (!), insisting he must somehow "make this right". I HAD A BAD EXPERIENCE, THAT CAN'T BE FIXED AFTER THE FACT! He keeps calling my mobile phone... why can't Hilton just take their feedback and LEAVE ME ALONE?

Unless YOU want the bad experience with this Hilton location that I had, STAY AWAY!

This is exactly what I said in my post-stay Hilton survey The room is filthy especially the glass panel on the bathroom door.

I never heard a vacuum running, ever, despite walking past two housekeepers on my floor for five days. The bathroom floor is sticky, they "clean" the tile with a Swiffer just pushing the muck around. I looked at them while walking past the housekeeping carts - they are all black even before being used. Gross! Tile floors should be steam cleaned at least once a month. The carpets were filthy. I was afraid to go barefoot in my room.

Your housekeeper ignored our "Do Not Disturb" sign, came into our room, only did about half of the work she should have done, and then threw away things that looked like trash to her that weren't. In 30 years as a HHonors member, I have never even once had a housekeeper ignore a "Do Not Disturb" sign. For shame!

The room is stupidly designed and clearly meant for one person. The glass panel on the bathroom door means that the lights cannot be turned on at night without waking up the other person. So you have to fumble around in a strange bathroom with a loose towel on the floor in the dark to go to the bathroom at night. So wrong.

The light on the right side of the bed is stupidly mounted too high with a tiny switch on the bottom of the box, you have to get up out of bed to turn it on or off. Dumb! Plus it has two outlets on it, what would a person possibly plug in five feet up the wall?

The switch for the floor lamp in the back corner is hidden behind the chair and its too-high "computer desk". I had to get down on my hands and knees on your dirty carpet to find it. Dumb again!!!

Not this stay, but our first stay in November (11/9, one night) we ordered room service. Dog food has to taste better than the anything-but crispy flatbread and straight-from-Costco "chicken fingers" with off-taste ranch dressing and carrots on the side. It was horrible. We did not eat it. You can't even cook chicken fingers. What's wrong with your kitchen?

In all, this was such a huge disappointment that we believe we would have been happier at the Motel 6.

We recently moved from away from Arvada, we watched your hotel being built and were excited to have a Hilton in town. But the Arvada Hilton Garden Inn is such a huge disappointment, we have told all of our friends who live there to have their families stay somewhere else. The experience we had is not appropriate for a Hilton. So you are losing local business as well as travelers because i will also be posting this review verbatim on every review site on the internet i can find. You have permanently tarnished the Hilton brand for me.

Bad Hilton! Go...

We had booked a two queen bed room for 4 nights. Upon check in around midnight, we were given a key for our original room. Upon trying to enter the room we realized that it was locked and someone was inside. Had the deadbolt of the door not been locked on the inside by the other guest, we would have had an incredibly awkward situation. I headed back downstairs to get this fixed and realized that they had given my room to someone with the same last name and no other two bed rooms were available for the night. To fix this, we were then given two separate rooms and one was compensated. The next day, our cards no longer worked because they had only slotted out stay for one night. I went to get this fixed and they only extended it for two days so I had to go down again to fix the check out date. On our regular check out day of we had gotten a late check out (1PM), but when we tried to re-enter our room around 11:45 AM, the key no longer worked and we were somehow checked out without ever doing so ourselves. These were all minor inconveniences that I did not think much about because the hotel staff rectified the situations.

We checked out with receipts and all; however, the next day, the app still showed us as checked in. I called the front desk to inquire about this and was met with probably the rudest staff member I have ever encountered. I called to say that we had checked out yesterday and was immediately met with an attitude. No name was given when he answered the call & he kept mentioning how the room was compensated so it did not matter, but I wanted to make sure that we were checked out and squared away. Why were we showing as staying for an extra date when I had the receipt for our stay for both rooms showing the original checkout date? He was blatantly disrespectful by talking down to me and refusing to offer any explanation other than "it is a $0 balance anyways so it doesn't matter". When I asked, "may I know who I am speaking with", he lied and said "Jeff" and hung up. This is unacceptable. This was a relatively simple issue that did not require this level of hostility. On the check out for this new confirmation that we were not aware of before the cashier ID shows as (BDUNDAS1), which clearly is not "Jeff". I have never had a worse experience with Hilton and will need to put in much consideration before booking again. Absolutely unacceptable behavior for a Hilton representative. You should not be working in a customer service role when you do not have the patience to answer the questions from someone who is politely asking about their stay.

In summary: Original room was given to a different guest, but we were given a key to that same room which would have been very uncomfortable for everyone. Wrong check out day captured Wrong check out day again Late check out not implemented and we were locked out of room Extremely unprofessional and rude customer service by (Cashier...

Over all the hotel was nice. It was very clean and fairly priced besides the pantry, $6 for a frozen burrito, that’s a huge rip off but I guess you pay for the convenience. My real problem was related to the poor customer service I experienced at the beginning of my 3 night stay. It was the lady at the check in counter. I believe her name was Ksana, she was not very nice at all. I was definitely taken aback and surprised at the way she treated me, my grandpa and my father especially. My dad had booked the room in my grandpas name and my dad had the card that the room was booked with. There was some confusion with the payment but my dad called way before booking to make sure he could pay online and not be there, turned out he was given conflicting information compared to what actually happened. She seemed so put out that she had to talk on the phone with him to get the payment set up. My dad explained to her that he booked online but called in before and explained the situation that he wouldn’t be there but was paying for it and whoever he had talked to said it was completely okay. She told him in a very condescending tone “well this is the situation now” it was obvious she doesn’t like her job. After I heard her talk to my dad like that I was very upset and she knew I was. All the sudden she got very fake friendly. Her bad attitude set the tone for the trip for me and I couldn’t stop thinking of how she acted. I wonder what it would’ve been like to be kindly greeted and assisted by someone who genuinely cared about my stay. It wasn’t just one thing that she was rude about it was multiple little things. I didn’t call her out in the moment, since I know it’s not worth arguing with people like that. Though the way she was acting was highly unprofessional and I wanted to make sure management knew how she was treating guests (that is why I am taking the time out of my day to write this). I’m sure we’re not the only one she’s treated like this. She was short tempered and talked down to each of us like we were stupid, it was unnecessary. It took a lot for me to restrain myself from putting her in her place and causing a scene. I was already exhausted after an 8 hour drive there. I just wanted to get to my room and she seemed so put out to help us (which is literally her job). Maybe she thought either me (cause I was exhausted and in lounge clothing) or my grandpa who just got down working (he was in is dirty work clothes) couldn’t pay so she didn’t care and thought it was acceptable to treat us in that manor. Her job should be given to someone who actually cares. She is lazy and pretentious. Bye Ksana, thank you...