Home2 Suites by Hilton Denver South Centennial Airport — Hotel in Centennial

NOT A DENVER INTERNATIONAL AIRPORT HOTEL - NO SHUTTLE! This hotel is about 45 minutes from the Denver International Airport. Our credit card points system booked this hotel for us when we asked for a hotel near DIA with a shuttle due to an overnight layover. When we arrived at the airport we called the hotel and they informed us that they are not the Home 2 near DIA and they do not have a shuttle. The desk agent at the hotel was very nice and when we told her we would need to cancel, she said that would not be a problem. The next day, we called our credit card company to ensure the cancellation went through, and it had not. When the credit card company spoke to the general manager, the GM told the credit card company that they would still charge for the room because they were sold out that night. The credit card company called back and explained that the desk agent told us the cancellation was not a problem, but the GM was unwilling to honor the desk agent's agreement to cancel the reservation.

I hope this review helps someone else avoid our situation. We booked a hotel well ahead of time knowing that hotels near DIA book up, and because of this error our family of four ended up spending 11 hours "sleeping" on the floor of the Denver Airport (all other hotels, including the $550/night hotel in the airport were fully booked), and we still are out the points we used to book the hotel.

I give the hotel two stars because the desk staff was very pleasant and helpful, and the original booking error (not near the airport/no shuttle) was with the credit card company points program), but the GM did not honor the desk agent's word that cancellation was not an issue. If it was as busy of a night in the area, I can't imagine they weren't able to sell that room to someone else. We did file a complaint with the credit card points program in hopes that they will correct their system so they don't book this hotel as a Denver International Airport hotel in the future, this review is not intended to reflect the quality of the hotel itself, but as a warning not to book it thinking it is close to DIA, and that there may be communication issues between staff and management should you ever...

I was checked in by a young girl who gave me the wrong room. I had originally booked a king room with a tub, and was “upgraded” to a queen room with a shower. I wasn’t informed of any change she just gave me a card key and said here’s your room number you’re checked in. When we got up to the room and noticed the difference I went back downstairs there was a gentleman working the desk. He was actually really nice and patient with me all night as we tried to fix everything that happened. He got us a king room with a tub on the 4th floor. We got up to that room and there were stains ALL over the floor carpet and desk chair. There also appeared to be one under the pull out couch cushion. The electronic blind had a tear and came off the track once we tried to use it. Upon further inspection there was trash under the king bed and the wall unit, and not a small amount. Also some hair left in the shower on the handles. Bonus was the phone didn’t work and there were no plates or silverware. I went downstairs to talk to the gentleman behind the desk and he tried to contact the manager to no avail. He moved us back to the original room because there not much else to do because I couldn’t get a refund decision without the manager. The original room had no blanket for the pull out couch so we had to go bother him another time. In the morning a new gentleman behind the counter had me wait for the manager who was working the breakfast, but ultimately just ended up refunding me my room. I had taken pictures of the king size room and showed them to him and he understood why I was upset and gave me an email address to send them to. The two gentleman were really nice. I will say that. The overnight one tried his hardest to fix it and the one in the morning made it right. Still not sure why the girl gave me the wrong room to start. My cousin said the mens bathroom downstairs on the first floor was also not clean and had someone’s shower gel all over the place and poopy toliet paper...

We spent one night in this hotel after a 12 hour flight. The two things you want after such a travel day are a hot shower and a cozy bed. While the latter was provided, the hot (or even warm) water was nowhere to be found. When we talked to the front desk person, they checked various other rooms in an attempt to find us some hot water, without success. We were told that both maintenance and the managers were unavailable this weekend and nothing could be done. In the morning, the new front desk person told us that this has been an ongoing issue with the hot water. Additionally, we were told that they can't do anything and we would need to get in contact with the managers (see picture). So once again the burden is placed on the customer to seek out any sort of compensation or solution. This is clearly corporate hiding.

In the entryway of the hotel they have a sign saying, "We guarantee an engaging experience and clean, comfortable accommodations. If you aren't completely satisfied, let us make it right or that night's on us." We weren't satisfied, they couldn't make it right, and so, based on their own corporate "mission statement", we should receive our money back.

Additionally, we were disappointed by the breakfast options. Very limited vegan selection. Furthermore, only paper plates/cups and plastic cutlery were available. It was clear that the breakfast area was designed to offer reusable items, which would be more sustainable, but they've chosen to prioritize their own convenience over more sustainable practices.

EDIT: We were in fact refunded the full amount for our one night stay, without much further fuss from the management. I really hope that they've taken these issues seriously and have rectified them. I've raised my review from 1...