Embassy Suites by Hilton Colorado Springs — Hotel in Colorado Springs

My family and I were VERY pleased with this place and will stay here every visit from now on. The rooms are nice and spacious, the overall environment of the entire hotel is relaxed and comfortable. Natural lighting during the day via skylights and not overly bright at night. We didn't eat at the restaurant but did visit the bar for happy hour each night for our FREE drinks and the staff was very courteous and friendly making small talk and even creating drinks for us to try. Never spent any money on drinks but was satisfied leaving the lounge each evening. The FREE breakfast area has FREE fountain drinks, coffee and hot coco 24hours a day. The food part is nice for a hotels FREE breakfast. Every day they had the standard muffins, oatmeal, cereal, fruit, toast, drinks-juice. Coffee so fourth. And daily the rest of it changed. Would have either like pancakes or waffles and Sausage one day then bacon the next. They did a good job mixing it up. And every day they make personal omelets! For FREE! My hubby always went with the special of the day. My son always got a meat lovers w/ ham, bacon, sausage and cheese. I usually went with bacon, cheese, spinach, onion n peppers with egg whites only. The staff their are very happy also, had one guy there that seemed like he wanted to go back to bed but overall a good experience. The game room is a bit of a step back in time. Awesome! There is not a coin machine in there tho so bring some quarters! The pool is nicely kept along with the hot tub. Pool is like 5 to 51/2 ft deep which is plenty for a hotel. Nicely lit room and lights in the pool. This area has private bathrooms also. Very nice feature. There also is a crane machine to put the handicap in the hot tub. That was nice also. The convenient store has the basics but yet anything you could really think of. The staff in the front is beyond helpful and friendly. DREW (the front manager, I think) went above and beyond every single day! He is the friendliest front desk at a hotel anywhere person I have ever met. He learns your name. Asks about meals, what you like n don't like. Recommended a few places for us to try and a few not to try. Nice to know where the locals eat. We stayed for a few nights and needed more towels. Every evening coming in from adventures of the day and after going eat he had how many towels we needed every evening. He would see us coming and say need towels this evening? OK hold on one minute and go grab them. He definitely goes above and beyond with the duties of his job. The staff makes you want to either come back or have a never again feeling while there and like I said we will be back. The elevators are nice also there are 4 spread out and glass so you can watch instead of the cluster phobic feeling some elevators give. My hubby, son and in-laws went up to pikes peak one morning. I have been twice and the altitude hurts my sinuses so I stayed back. I went after breakfast and sat in one of the sofas they have out. I never do this. I always stay in my room. But something about this hotel is inviting to go relax. The middle table also has a changer. Sat out there for at least an hour. The staff was just cleaning and mopping away. Nice lemony smell. Overall the staff is very nice, the hotel is comfortable and inviting. The FREE amenities save a nice bit of money. From the breakfast to the alcohol to the coffee and soda. My in-laws who stayed on the other side of the hotel had much of the same experience. We had a bigger room. 2 queen beds and a mountain view when they had 1 bed and a street view but our rate was lower per night than there's was. We booked through the hotel directly, they did not. Drew fixed their rate to reflect as it should. That one act of kindness was enough to get them to return also along with everything else I mentioned. It's a great place. Only negative I can think of is I did find a piece of trash under the night stand when I dropped something and was fishing around to find it. But that's easily over looked. Final verdict after this long a$$ rant. Yes we...

::EDIT- Was contacted by the management. After multiple attempts to reach him I was finally given his voicemail which he promptly returned soon after. He was very apologetic and provided excellent customer service. He agreed that my experience was not what his hotel should be having and was apologetic for the condition of the room we were put in. It turned out the room we were in was supposed to be out of service due to the issues in the room and he was upset himself that we were put into that room.... I'm leaving the original review up because I still had the experience. :::

This was by far the worst experience I have ever had at a Hilton property.

Here is a detailed listing of the issues I had.

-Check-in- I checked in on the app because it told me that If I checked in right then I would receive the upgrade request I had made to the double king bed room. So I checked in and was excited to see that we received the upgrade at the price I was quoted. Then when I arrived at the hotel I was informed they had given that room to someone else and would only be getting the room that we were given, which was not truly a mountain view room because it was occluded by the view of the hotel across the street.

Room condition- The room furniture was worn out and the couch was broken down. The bed springs were so worn that when two people got into a bed we would sink into the middle and have to spend the evening pushing each other away. It was such an uncomfortable mattress that I had to go see a massage therapist to correct the muscle spasms it was causing me to have in my shoulder from lack of proper support.

The room had lightbulbs that were burned out. Visible mold on the ceiling, broken locks on the sliding glass door. The room had not been cleaned as the cups still had lipstick on them.

The bathroom had the shelves ripped off the wall, gaps in the shower where you could see insulation, and so much dry rot that the ceiling was bulging and soft to the touch.

Amenities- There were elevators that were out of service and the pool was continually out of towels and rarely were they restocked. There was also no way to notify the staff that the pool needed new towels because they wouldnt answer the phone when I called unless I sat on hold for 15 minutes, I finally air dried enough to walk across the hotel and inform them that there were no towels in a pool full of people.

Food on site -the restaurant told me the only way me and my children could order food was to have them sit at the bar. My children are 7 and 9 and I refuse to let them sit at a bar that is actively serving alcohol. Thats absurd to require that.

The television over the omlette station was coated in filth and dust which would undoubtedly fall down over the exposed food. -the breakfast stations were often left unstocked which meant that there was rarely coffee available, we would have to wait 20 minutes for plates to eat, and no one seemed available to ask to restock things.

-Staff issues We were told that the rooms would not be serviced unless we requested it by 7pm the night before. So we requested that the room be serviced the night before and they never showed up to clean the room the next day. I called at 2pm to confirm they were still coming as the maid carts were no longer out on the floor and was told they would be there by 5. I called back at 530 and was told that the maids had gone home for the day. -We were told to park in the back. Which is fine, except that we would have to then exit next to the kitchen where the doors were open... not an issue except for the day we left and had to walk back employees standing around back there smoking marijuana. I get that colorado allows recreational marijuana usage. However colorado springs does not, and I was not appreciative of having to walk my children...

Although the location and scenery of this place is awesome , only 10 minutes away from Garden of the Gods, and many eatery/shopping/bars etc nearby, This was the worst experience we ever had at embassy suites. We are a young professional couple who take weekend couple trips across Colorado and we prefer to stay at embassy suites due to the amenities, good food and large suites. We have already resided at embassy suites in Loveland and Denver—Colorado Springs was next on the list— Loveland was a bit awkward but still remained professional for the most part, Denver was great , but Colorado Springs was rude and brings a sour taste to the Hilton franchise. My fiancé booked at a date that we had to change to the following day , we called the hotel to change the date which was confirmed , once we got to the hotel the booking was still at our original date that was booked , it was never changed however we did call and spoke to a customer service rep who confirmed our booking nevertheless the hotel rep by the name of Ann was extremely short with us and unconcerned. Her tone was as if she was irritated and disgusted, she mentioned they have other rooms we can book at a different price and we agreed, we tend to keep cash on hand because it’s more convenient and we’ve had instances we’re we’ve been double charged , Ann mentioned we would have to pay through a debit or credit card and they don’t take cash, the other embassy suites took cash but no problem , she gave us the total amount of our stay, we found a ATM deposited the cash and returned to the hotel , Ann than goes to give us a higher that wasn’t communicated initially , she was completely unconcerned and did not show any professionalism, at this time is was a young man named Jaden standing behind her who was beet red in the face and starring at us with anger , we than explained to Ann “that we placed the amount on our card that was to be the total amount now you want us to go “back” to the atm to add more money ?”money wasn’t the issue but the communication has been uncomfortable and unwelcoming since we’ve arrived and we would like to speak to a manager”, Ann said there’s no manager and if we wanted to book the room we would need that amount , are we going to book or “ — we were humiliated around this time because other people were checking in and watching us , and Jaden was getting impatient as well. We politely walked out and booked at the Marriott for our stay at Colorado Springs. Some people will use their positions to give people a hard time but this was initially done to us. I believe we were profiled, the young lady did not attempt to accommodate the matter at all and was hostile towards us from the very beginning. As a top tier hotel branch we expect certain service and it seems that with the personnel working at this embassy suites has not adopted the brand of hospitality upon this industry. We are currently communicating with corporate for a discrimination complaint. My fiancé called the manger that responded to my google review twice and left a voicemail we still haven’t received a...