DoubleTree by Hilton Hotel Denver - Aurora — Hotel in Aurora

(I apologize in advance for my terrible photos.) We decided to come here after we left another hotel in the Henderson area. Pulling up, we noticed this hotel was right off the Interstate and there were a few people wandering around on the corners of the streets a block away. However, instantly we felt at ease; we pulled up and drove by what looked like some sort of fancy townhomes and into the parking lot. The parking lot was well-lit - though packed with cars (we arrived extremely late, about 12am) - and the circle drive was extremely convenient. It has a secure front entry (you have to have a key card or be buzzed in by the front desk from 10p-6a). The lobby's ceilings were tall, didn't smell like anything, and a beautiful design inside. Unfortunately, I didn't get many photos of the common areas. There was a bar/restaurant area; there were numerous conference rooms (that we didn't use); the pool was open until 10pm - which would have been great had we been there around that time. The pool and hot tub were clean and looked warm. I checked in at the front desk, and the staff was pleasant; we were provided with warm cookies - as I believe Hilton always does - and check in was a breeze. I had to provide my photo ID and pay with my card, and that was it. (I'm a Hilton honors member, so perhaps that expedited the process?). The app was super convenient as they offer mobile check-in, a mobile door key, and other options. They also had a Starbucks coffee machine (for a fee) and a snack/drink bar in the lobby area near the front desk.

It was somewhat difficult to find a parking space in front; again, not surprising as we arrived extremely late, but I never felt unsafe, and realistically, we didn't have to walk that far from the car to the front door. Animals are allowed for a fee (I believe it's about $84); and the security deposit is about $50. Two of the elevators were down when we arrived, but one of those were fixed by the morning. The room was super clean, nice, temperature was a little warm, but we turned the thermostat to cool and it fixed the issue extremely quickly. There was a mini-fridge, a microwave, a small assortment of teas and coffees, and the bathroom was clean, well-lit, and had shampoo, conditioner, and body wash; soap, and lotion (the usual amenities). We were put on the 6th floor, and while it took a few moments for an elevator to arrive, it wasn't a terribly long wait time, even with what seemed like a conference happening at the time we stayed. My friend utilized the fitness center and stated it had a good variety of equipment, though I didn't go with her so no photos there either. The views in the morning were great from our room (see below). The only things I noticed that might have posed an issue to some is the sink might have needed to be snaked (it was pooling a bit and draining slowly) and a bit of the paint on the tub was chipped and peeling. Check-out was extremely easy - just dropped of my room keys and left. Again, the staff was super friendly and easy-going; I received an emailed receipt; and went on my way.

It ended up being a fantastic value for the price we paid (I believe we paid about $160 for one night), the rooms were clean, staff was friendly, was kid- and animal-friendly, had a plethora of amenities, and it was supposedly close to the airport (according to Google maps, it's about 30 minutes away). Close to restaurants, gas stations; clean and good service, etc. Definitely would...

During my two night stay I was assigned three rooms. After my first night in the first room, I was woken up before 6am by the people next door - the hotel placed me in a conjoining room although I was not linked to that party. The noise went on for hours. I let the hotel know via text message since they texted me when I checked in to ask how the room was. The solution was a new room or two breakfast vouchers. I chose a new room. When I got to my new room, there were handprints all over the headboard indicating that the room was not cleaned well. I went back down and was assigned a third room and at this point Rachel provided me with 2 breakfast vouchers for the inconvenience, this room wasn’t very clean either (food left in the microwave, spots in the counters) but at this point, I didn’t have energy to ask for a fourth room.

I went down to use one of the breakfast vouchers since at this point breakfast was almost over, a guest made a snide remark about me wearing shorts (when I barely had time to throw on clothes and repack all of my items after the inconvenience I experienced that morning), I just got potatoes and a rock hard biscuit and although I used a voucher I was still presented with a bill so I could leave gratuity lol.

Oh and on my first night there, when I got back to the hotel after being out for the day I asked the security guard who then asked the woman with short hair at the front desk, I think her name was Karla, if they had a water refill station so I could fill my water bottle and she (Karla) acted as though my question was an issue or I was bothering her, long story short the answer was no and there were no water bottles in the room. The next morning when I spoke with Rachel about getting a new room, I asked about this and she gave me two bottles of water but said the water was normally for their members upon arrival.

This hotel certainly nickel and dimes their customers. There is a charge for wifi, the breakfast receipt I got was $15 (when most places provide free continental breakfast) and certainly not worth the price, and no place to get water other than their overpriced gift shop. Why have coffee and tea in rooms but no water...?

I booked this stay through Hotwire and I reached out to them because the hotel said they could not offer a credit since my stay was prepaid. Hotwire contacted the hotel and then they stated that they had no record of the issue and asked me to call someone named Doug. I decided to contact their corporate office instead, I don't understand why the people at the hotel did not contact this said person named Doug.

My advice for anyone looking at booking this hotel, please just stay somewhere else. This hotel does not have good business practices, rooms are not clean, and the “cookie” provided upon arrival will be rock solid. I've uploaded pictures of some of the...

Our stay here was horrible. We arrived to the room being "barely" clean and without any toilet roll in the bathroom. We called and requested that some be brought up to our room. Waiting 2 hours and never received anything. We turned down our bed to find blood stains on our sheets. Immediately went down to complain and show photos, and were offered another room on a much lower floor, or a full immediate cleaning of our current room. We opted for the cleaning and stayed in the room. The fire alarm randomly went off in the middle of our first night there, and we had to evacuate. There was never any explanation offered, nor any compensation offered for the inconvenience. Our room was spacious, but not well furnished and a bit run down. Only some of the outlets in the room worked. The microwave/mini fridge were 'iffy' and old. The window/wall AC unit did work well, but was cracked and you could see all the way through the wall to the outside (daylight). Our room was right on the freeway, so noise was an issue, too. Needed to press clothes for a dinner we were going to and found the the ironing board was completely broken and had to wait for it to be replaced. Also didn't care for the fact that the part of the bathroom with the shower has no fan at all. Upon checkout, we were never asked how our stay was nor offered anything for all the inconveniences during our stay. WE DO NOT RECOMMEND THIS PARTICULAR HILTON! Find another place!

RESPONSE:

I appreciate your reply.

You are correct, despite the condition of the room and lack of response when we first called down just to receive some toilet roll, I do try to always remain calm and polite to those working. My review highlights the fact that HILTON owes its guests AND you employees at this location much better.

One clarification -- I was offered one free breakfast (for the next day), NOT for our entire stay. And, yes, I did politely decline it because we weren't out to "get something" out of it, we just wanted a clean room ready for our arrival!

I understand your point of view regarding no "compensation" for 'protecting the safety' of guests. However, offering some sort of explanation to guests, after such a startling and intrusive event, would seem to be the professional course of action and probably...