Hampton Inn & Suites Colorado Springs-Air Force Academy-I-25 North — Hotel in Colorado Springs

Great Staff!

My husband and I were in the area to attend a funeral at The Air Force Academy earlier this week. I have to say, we had a wonderful experience at this hotel. Very close to the Academy (about 15 minutes away) right off of the interstate. A few minutes away (not walking distance) there are some fast food restaurants and I think a movie theater. Didn't have time to explore, so I am not sure what else is close.

This is your standard Hampton Inn. Visually very ordinary and nothing special about it. We had a King Studio which was a fair size room with a couch and sitting area, a very large desk and a kitchenette with a microwave, sink and mini fridge. Just a average and clean room. The walls, however are very thin and you can hear every little thing that goes on in the other rooms. That really didn't bother me as the other guests weren't that loud. However, I could see it becoming an issue when you have events around the hotel that bring groups of kids or others. Be aware that they do charge an additional $50 (I think that is the amount) to make sure the room isn't trashed. I was told that I would get the money back a few days after checkout. I really wish, when making the reservation, Hilton would notify you of such things. Didn't find that out until I was at the hotel. As I made my reservation on Hilton Honors, I would think that responsibility would be generated from Corporate.

What does set this hotel apart from the others is their staff. From the moment we got there, to the moment we left, we felt very welcomed. Upon check-in we were greeted by a sweet young girl named Kennyabel who was very friendly and answered all of our questions with a smile. Every day at breakfast (which, by the way, was very tasty) we were welcomed by Lorena, who is a wonderful and friendly lady who embraced conversation with the guests and was constantly checking to make sure everything was replenished so the guests wouldn't find any food trays empty. What a lovely lady and hard worker! Additionally, when we reported that our toilet was making a funny noise all night, we told Donna at the front desk and she was on the ball, because, by the time we got back to the room that evening, the toilet was fixed and all was quiet. Lastly, my hats off to the manager Kirsten, who I noticed was always in the background checking on everything, making sure that things around the hotel were going smoothly. She definitely runs a tight and thorough ship. Great job Kirsten!

I gave this hotel four stars because I really felt welcomed by the staff and there was a quick response to my issue with the toilet. I couldn't give it five stars because the hotel could use a little bit of an update, the walls are kind of thin and that could become an issue, and I didn't feel comfortable having them hold an additional $50 without being told in advance. Sorry Kirsten, but you still do a great job with what you are given! I would definitely stay at this hotel...

We had been planning this family vacation for months. Between school, work, and the stress of daily life, we were all desperate for a break, a week of rest, fun, and togetherness. We booked a mid-range hotel with decent reviews and a central location, hoping for a clean, comfortable stay that wouldn’t break the bank. We got anything but that.

From the outside, the hotel looked fine. The lobby was clean enough, the staff smiled just enough to pass as polite. We checked in and headed up to our room, two queen beds, enough space for our family of four. At first glance, it seemed acceptable. Not fancy, but okay.

That changed within hours.

That night, my youngest daughter started scratching in her sleep. I assumed it was mosquito bites. Then my wife noticed tiny red welts forming on her arms. I flipped on the lights and pulled back the sheets and there they were. Small, rust colored bed bugs crawling along the mattress seams, clustered near the headboard. I could barely believe what I was seeing.

Disgust turned to panic. We all jumped out of bed, now itchy and paranoid, scanning each other and our luggage for signs of infestation. I took pictures, recorded a video, and marched straight down to the front desk.

What followed was a masterclass in corporate indifference.

The front desk clerk barely looked up from her screen as I showed her the video. When I demanded a refund, she blinked slowly and said, “I can move you to another room.”

I explained that it wasn’t about another room. Bed bugs meant exposure, anxiety, the possibility of bringing them home. Our clothes, bags, even our skin felt contaminated. This wasn’t a broken lamp or a noisy AC unit. This was a health and hygiene crisis.

Still, her response didn’t change.

“Our policy is to switch rooms, not issue refunds.”

We were stunned. No apology, no manager called, no effort to make things right. Just a shrug and a key card to another room in the same building we no longer trusted.

We left. We couldn’t stay there. We spent the night at a 24-hour laundromat washing every item we owned in hot water, trying to kill anything we might have carried with us. My kids were crying. My wife looked exhausted. I felt powerless and furious.

That was our vacation. Ruined not just by bed bugs, but by a hotel that refused to take responsibility. A week we had dreamed of for months, reduced to stress, lost money, and fear of bringing pests into our home.

We didn’t need a new room. We needed respect, accountability, and a place that understood the meaning of hospitality. We got none of that. Just bed...

Nightmare Locked Out, No Help, and No Access to My Belongings

I’m a Hilton employee who travels frequently, and I’ve never left a negative review even when things go wrong. I know how tough this industry is and how difficult people can be. But what I’m experiencing right now is completely unacceptable, and frankly, shocking.

I was originally placed in room 320 and later moved to 214. Everything was normal for a few days until tonight, when I returned to find myself locked out of my room. I went to the front desk and was told that I was now listed in room 320 again a room I haven’t been in for days. Somehow, rooms 320 and 321 were showing under my name, and no one could give me a straight answer as to why.

The worst part? All of my belongings are still in room 214, and I’ve been given no access to retrieve them. I’m currently without clothes, without my toothbrush or medications and most concerning, my laptop is locked in the room as well.

I’ve asked for help repeatedly, but the staff has been dismissive and completely uninterested in investigating the situation or resolving it. There’s been no urgency, no accountability, and no basic empathy for the fact that I’m essentially stranded without my essentials.

As of right now, I still don’t have my things back and have had to check into the Holiday Inn costing me another $150 on top of my room at the “ Hampton” just to have a place to sleep not sure I can knowing my things maybe stolen. I’ve never felt so disregarded or helpless in a hotel and that says a lot coming from someone who works in this industry.

This is not just a bad stay this is a complete failure in basic hospitality, guest safety, and...