Homewood Suites by Hilton Colorado Springs North USAFA — Hotel in Colorado Springs

Run!  Do not book with them!  We booked this hotel through priceline for our 10-year wedding anniversary.  We were supposed to check in by 3PM, we showed up shortly after and our room was not clean or ready.  We waited for a long time so Jeramiah stated he would refund us $50 for the inconvenience.  Meanwhile a ton of people were coming up to the desk complaining about the cleanliness mainly, not a good start/vibe right off the bat.  Jeramiah was the only nice person we talked to and kept apologizing even though it was out of his hands.  They only had 2 cleaning ladies that day, we are level minded people, we understood and felt bad for them. When our room was finally done, we went in and our sheets were dirty, stained, and smelled. We still felt bad for the cleaning ladies and thought we would just make our own bed with new sheets and bedding.  We went in the hallway and one of them was having a break down, crying, we felt horrible for them, they were put in an impossible situation and doing the best they could.  We then went down to the front desk and got sheets and bedding, made our own bed but there was stains on there. I think they were clean? but didn't smell fresh but the stains didn't smell horrid this time.. so they likely over loaded the washer?...  We then noticed that our table tops were sticky, there was human hair all over the drain and sink, human and dog hair everywhere, the toilet would not flush well at all, my clothing I put in one of the drawers smelled like cigarettes after I took them out of it (we don't smoke) and we then had to go purchase cleaning items and clean our own room.  While we are extremely understanding people, this shouldn't be how we spend our 10 year wedding anniversary, cleaning a room, especially during a pandemic.  The front lobby was dirty, the coffee bar area was gross.. We didn't get breakfast there because we didn't trust it, if their hotel was gross and they cut corners with the cleaning then we can only assume they do that with their food. This is not okay, especially during a pandemic, while we know we are taking our own risk traveling now, this is not okay, even if there wasn't a pandemic.  We didn't feel clean there so checked out 2 days early.  And to top it all off they charged us $382.83!  We were charged through priceline and the hotel for this!  We have been trying to contact priceline and the hotel and keep getting the run around.  We have talked to Jovani several times who stated she would contact her general manager Janette but that was 4 days ago, haven't heard anything.  She stated she would refund us for the $382.83, which she started to and now our credit card is charged again!  We are very understanding but this is not okay and felt I needed to warn people.  Our hampton hotel before this stay was amazing, clean, fresh, nice employees, not an issue but this hotel has been a nightmare.  They took what was supposed to be an amazing vacation, ruined it, and had to pay even more.  The price likely dropped due to the horrible reviews since we booked it but we still paid the premium price through priceline AND they hotel charged us. I don't know what else to do, the general manager isn't getting back to us, Jovani is denying knowing anything despite talking to her several times, priceline told us that Jovani said they would give us 50% off our next stay and refund the $382.83 but now denies everything.  We want our $382.83 back, our $50 Jeramiah said he was going to give us for the late check in inconvenience (due to the hotel, not us) and refund for the 2 days we had to leave early because of their filth.  We didn't see 1 person happy there, it put a huge damper on everything and definitely not COVID safe or safe outside a pandemic either.  I will be contacting the BBB if I do not hear anything back yet, I don't know what else to do but...

I recently stayed in one of your Hilton properties (Homewood Suites, Colorado Springs) and had what I can only described as a disastrous visit. As a former Diamond member, I have always tried to select one of your locations knowing that the experience would allow me and my family to focus on whatever activities were associated with the trip by providing a safe, clean, and comfortable residence. On this occasion, my wife and I flew from Tampa to Denver to tend to my aging father and selected this hotel not only because we thought it would be consistent with the Hilton brand but because the trip was extended, and the meals prepared at the hotel would be a great help. What we arrived at was something I would never attribute to Hilton.||We arrived Sunday June 30th late, and like most travelers, we were tired and wanting to unpack and get some rest. When we checked in, it was obvious that the hotel was going through some sort of construction with trucks parked around the building and numerous shipping containers. The assistant at the desk checked us in and we were off to our first room only to find out it had no air conditioning. Returning to the desk, the assistant indicated that they knew it was having problem and then went on to explain that there were no more rooms available. After calling one other Hilton property and an hour later, we were told we could slip in one of the rooms that was in the renovation area but had to be out first thing in the morning and that we would be assigned another room. Moving to room number 2, we found ourselves in an area where the exit signs were already removed along with smoke detectors and obvious signs of construction however, we had little choice at this point.||The next morning, we vacated the room still having not unpacked and was told that when we returned later that day, we would have a new room however, upon returning we were assigned another room without air conditioning. The assistant knew it wasn’t working because she asked us to “just try it first” and leave our bags at the desk. We of course return and communicated that the room did not have any working air conditioning and was told again that the hotel was full, and we did not have any available rooms.||After another hour, the assistant indicated that she had a room, and I can only guess that we took the room of another inbound client who would have to go through the same pains as we did.||The third room was adequate, and we looked forward to having breakfast the next morning only to find the construction workers loading up plates of food and emptying the coffee containers on their way to work. During our weeklong stay, the hotel only had one evening meal which we not informed of nor any other activities.||Halfway through our visit we were notified that the water would be turned off during the afternoon of one of the days. This along with failing wifi and overall filth of the hotel, we found ourselves absolutely dreading returning to the room. It appeared at least some of the construction workers were staying at the hotel and would prop open the side door while they would drink and party in the evenings in the parking lot completely circumventing any security. ||We spent nearly $1000.00 dollars for this nightmare, and it made an already hard trip dealing with aging parents all that more difficult. I have spent a large portion of my professional career staying at your properties and I can say without any reservation that this was the worst.||It would take a lot to earn our trust again.||As a follow up, I submitted the above to Hilton Honors have have not received any resolution...

We stayed a total of 8 days and we did not receive service to our room ONCE! NOT 1 SINGLE TIME!!! Not to mention the extremely poor quality of food and attention to guests to add to that.

To start, I understand you have to request your room to be services, however I did do this multiple times which turned into twice a day requests, but still no service by the end of our stay. The first day I asked for it was on our second day and they said you had to ask 24 hours in advance. Okay, that's fine so I'm asking for day 3. Day 3 still no service. When I inquired I was told they couldn't find the request in the system, and they'll ensure it gets done. Morning of Day 4 I check before leaving to ensure the request was in and I was told it was. Get back that evening and what do you know, still no service. I go to the front desk and was told well maybe your do not disturb was on. I said no we have not put our Do Not Disturb sign on at all and the rep. started arguing with me! Okay fine, I will triple check and make sure it's not on and can you please verify for me our request is in. Day 5 I check before leaving in the morning to ensure the request was in and they said it was. Perfect. We get back that evening AND STILL NO SERVICE! I speak to the evening rep. and they said well maybe there were personal items on the bed and they're not allowed to move them. I went up and took a picture of the bed how we left it with NOTHING on it. Okay, so even if you can't clean it for whatever reason, can you at least restock it. The rep said yes and I asked to again make sure my request is in again for day 6. Morning of day 6, triple checked to make sure nothing was on the bed, do not disturb sign was not hung up, again checked with the front desk before leaving, yes the request is in, yes they will make sure it gets done today. Get back in the evening, and I was sure it was going to be done this time, but NO! Still no service!!!! This is just crazy and all the reps I spoke with were either dismissive and argumentative. That evening I was finally able to talk to a manager, and I was told maybe there were things on the floor that they couldn't move around to clean, and I just said at this point, we're on day 6, I just need the basics restocked, toliet paper & towels. He said he would personally take them to the room, which he did, great at least we have toliet paper and towels. Day 7 and I'm so upset with this whole experience I was ready to end our vacation a day early and just check out, b/c aside from having to argue with rep.'s several times every day at this point, the food/quality was terrible as I mentioned in the beginning. I would have been so embarrassed serving what they served to guest. I meant to take a picture of it, but I was so ready to get out of there I forgot, but to give you an idea, the fruit basket that gets set out each morning was filled with ROTTEN fruit. Not even joking, straight up rotten. The banana's were black, the oranges & apples had bad spots all over them, it was disgusting. Additionally the oatmeal I would not call oatmeal, more like lumpy water, the pastries/bread that was put out was all dried out and hard, and once again when we let the staff know, no one seemed to care and they definitely did not do anything to change it, so every day guests were served rotten fruit and stale pastries. I could go on, but needless to say, we will NEVER be back to this property, and probably going to start staying in Marriott properties as this was truly such a terribly experience I wont be staying in a Hilton property...