Hilton Garden Inn Colorado Springs North Air Force Academy — Hotel in Colorado Springs

AVOID STAYING AT THIS HOTEL Although this Hilton Garden Inn has been completely remodeled, the management could not be worse. They are either hiring the wrong people or give the staff absolutely no customer service training. The newly renovated hotel is very nice, and this hotel would easily be 4-5 stars if the management and staff were replaced. Here are some takeaways: On my second day, I went to the front desk to get two coffee K-Cups. I was given two, but when I got back to my room, I discovered that they were not coffee pods, but tea. When I went back to the desk, there was a different person there. I returned the tea pods and asked for two coffee pods. He rummaged through the desk drawers, went into the office, and returned to tell me they didn’t have any, but he would check someplace else. He returned five minutes later with one, and told me that’s all they have. o The problem with this is lack of initiative to solve a customer service problem. Housekeeping has plenty of coffee pods as they stock each room when someone checks out. All the desk clerk had to do is ask for a handful and put them in the desk drawer.

I ordered the cook to order breakfast omelet with five ingredients. When it arrived, there was maybe two tablespoons of filling, the turkey sausage on the side was cold, as were the greasy potatoes. Not worth the price. The orange juice container was empty. It was taken back to the kitchen, and had not returned when I left 20 minutes later. Same for the almond milk. The silverware container for soup spoons used for cereal was empty as well. It’s not that difficult to keep things stocked. There were only three tables occupied. o Recommendation: Head across the street to Panera. They have great food and superb customer service as well.

[See Picture] Like most hotels, there is a small convenience shop with drinks, frozen meals, and snacks. They have chilled sodas and lemonade. No diet or zero sugar options. I am pre-diabetic, so I asked for a water bottle, and they told me they don’t keep them at the front desk, and the two free bottled waters upon check in are not replenished. I would have paid for the water, but that didn’t matter. This would all be ok if they had a convenience store nearby, but they don’t. o The Homewood Suites next door is co-managed with this hotel. It would have been easy for the desk clerk to call next door to check if they had bottled water and/or diet/zero sugar soda available, but that would require initiative. [See Picture] The buttons on the microwave in the room are in French. Out of curiosity, I asked the front desk if it was just a fluke in my room. I was told that all the microwaves in the hotel are in French, and that when the hotel was renovated, someone order the wrong microwaves. Rather than correcting this error, they installed them anyway. I had to use my high school French skills and Google Translate to reheat my dinner properly. o You would think that at least one member of staff would take the initiative to create a simple sign with English instructions. Using the picture I took and PowerPoint, adding the translation with arrows would take about 5 minutes, but that would cut into their screen time.

Finally, as a Diamond Member, you can be upgraded if an upgraded room is available. I usually don’t ask as I almost always travel alone. However, my son was with me and the grandkids were coming over. I asked about an upgrade when I checked in. The desk clerk didn’t even check, and told me they were completely booked. I found this curious, as the parking lot was almost completely empty. I went online, only to discover that reservations were available. The desk clerk just didn’t want to...

As loyal Hilton members, we always look forward to staying at your branded hotels, anticipating a quality experience. This was our first visit to Colorado Springs, and we had high hopes for our stay.||Unfortunately, the check-in experience fell short of expectations. Doug, the front desk associate, lacked enthusiasm and professionalism in welcoming us or providing information about the hotel. His demeanor was noticeably more engaged in a basketball game than in assisting guests, which set a disappointing tone for our arrival.||Our room itself was clean, comfortable, and well-maintained, though the layout felt incomplete—almost as if a piece of furniture was missing, leaving an unusually large empty space.||Breakfast service and pricing were particularly disappointing. The cost did not align with the quality offered, as the selection consisted of items typically included complimentary at other hotels. For example, during our return trip, we stayed at a Sleep Inn for $100 per night, where the breakfast offerings were more substantial and of higher quality. Additionally, service was poor—the attendant was consistently unapproachable, creating an unpleasant start to each morning.||During dinner, we encountered further service issues. A simple burger and fries order took over 30 minutes despite a nearly empty dining area, with only a few guests at the bar. The meal itself was acceptable, although a requested modification was ignored. The server appeared disengaged and struggled with orders, similar to the issues observed at breakfast.||One positive note from our stay was the recovery of a sentimental item—a treasured blanket we had left behind. However, the retrieval process was frustrating. Despite waiting eight hours after checkout, there was no proactive outreach from the hotel. When we inquired, we were told that housekeeping had not yet reported any lost items. Doug promised to follow up the next day, but once again, we had to initiate contact multiple times before finally confirming its availability. This lack of urgency in handling guest concerns was disappointing.||The hotel's location is excellent, making it convenient for exploring Colorado Springs. However, given the overall experience—lackluster service, poor hospitality standards, and operational inefficiencies—it is unlikely we would choose to stay at this property again. Hilton has set a higher standard, and unfortunately, this location did not meet...

Managers here are amateurs. I have stayed here a few times this year. As other reviews stated, ice machines were broken, there are 2 HUGE holes in the back parking lot, that is completely unlit, and I hit both back-to-back. The rental car will never be the same.

Most recently, I had to change my travel plans and move my reservation forward by 1 day. I prepaid and only asked that if rooms were available that they accommodate my 1 day change without making me eat all of my prepaid amount, and then pay for the new night. I made 7 calls to Hilton in total. The first call was direct to the hotel and after a manager pretended she could not change it, but Hilton could, she passed me to them. They looked at my payment situation, told me that they had 'already funded the hotel for my stay' 11 days earlier (so this Hilton Garden Inn already had their money, and I had not yet even stayed there yet). Then, the Hilton person suggested I go back to management of the hotel because it 'appears they have open rooms on the date you want'. Well, this time I got another manager who blamed her inability to accommodate my request, even though there were available rooms, on her computer. She sent me to some special Hilton customer relations group. The woman there was aghast that the hotel would not take ownership in the situation and just move my reservation forward by 1 night. This woman coached me on how to ask the hotel to make the change. I did as she suggested. In the end, I called and a 3rd manager of the hotel said 'I'm sorry we can't help you.' Well, given that I have a college student with 3 more years left in the Springs, I will no longer be using this hotel among the many choices in the area. Managers who act like amateurs or who cannot solve 'problems' are useless in management. Extremely disappointed. I do travel each week and prefer Hilton chain hotels. I will NEVER stay here again...ever! A joke of a place. Poor maintenance is likely a function of the amateurish management of...