DoubleTree by Hilton Denver Cherry Creek — Hotel in Denver

FRIGHTENING AND AWFUL EXPERIENCE. THEY HAD LET ANOTHER GUEST INTO THE ROOM!!! HAPPENED TO ANOTHER GUEST A MONTH AGO. READ JULIE MILLIGAN'S GOOGLE REVIEW!! TRAVELING SOCCER CLUBS BEWARE!!

My husband and daughter travelled with a soccer club from a different state and checked into this hotel. After the front desk personnel wrote the room number down and handed it to my husband, they proceeded to go to the room (in a different building). The room key didn't work so my hubby went back to the front desk and they fixed the keys.

Later that night, SOMEONE ELSE (a stranger) barged into the room as my husband and daughter were sleeping. They apparently keyed in the same room number for a different guest. That was unnerving but not the end of the nightmare.

The next morning, housekeeping barges in and told my husband that nobody should be in the room. WOW! Then front desk called and said my husband and daughter shouldn't be in the room and request that they move. You mean the room that YOU had checked them into the day before, but somehow it is my husband's mistake that front desk made an error? During the awkward call from front desk, my husband kindly reminded the front desk person that HE was the person that checked them in the day before (remember?)

Anyway, as my husband went downstairs to the front desk to sort it out, they seemed annoyed my husband would not move to a different room (due to their mistake). My husband wanted to make sure that NOBODY ELSE had access to the room like the night before when strangers gained access. It was a terrifying experience. This tip the front desk employee off the edge and he proceeded to call my husband trash and in front of other parents from the soccer club said that the WHOLE club is trash. Again, WOW!

The manager witness the whole thing and instead of apologizing for the staff's awful behavior she made an excuse for it and did not even correct his behavior. My husband no longer felt safe since management seemed to be enabling this behavior and asked to check out. Who knows if someone else will gain access to the room again?!

Travelled all over the world and in the country. This is the 1st time we witness this level of dysfunction and incompetence EVER!

What an embarrassment to the Hilton brand! Corporate has been notified. Stay at your own risk!

If you are a soccer club looking for a place to stay for your teams, this is NOT a safe location!

PS: Thankfully my hubby was with my daughter when the stranger came in. If it was a chaparone trip and there were 4 teenage girls in a room when stranger gained access in the middle of the night, I would have...

Checked in yesterday we were welcomed by Claudia who gave us the spiel on the amenities and then we go to our room and find that the Pool is under construction; which was a bummer seeing as we wanted to go swimming during our stay, they also didn’t say anything at the front desk. When I go up to my room I found that there was some loud rumbling noise but I left the hotel and didn’t think much of it. Today I woke up to LOUD banging and floor vibrating to the point where my service dog started trembling and looking around trying to locate where the commotion was coming from. I called the front desk and whoever was working today (tall dark haired white male) told me that it wasn’t that bad and offered to change rooms. We decided that with that snarky remark, we would go stay elsewhere. Upon gathering our belongings, and checking out after one night of our reserved 3 nights, we were told by Claudia who’s previous welcoming persona turned into condescending technicalities when I told her that I wish she would’ve told us that there was going to be that much work being done and that we would have appreciated being put elsewhere from the beginning. She then stated that “technically it isn’t construction because they’re working from 8a-4pm and it’s just window replacement not actual construction. As for the Pool, we have it listed on the website” i wouldn’t recommend this place simply for the misleading and insensitive way of handling guests concerns and grievances over valid reasons. A heads up would’ve gone a long way. And not everyone leaves the hotels for the entire day, some of us work remotely down days so that is absolutely unacceptable environment for a hotel of that status to just disregard. Photos show the construction work from our room on the 8th floor of the East tower, and then from the outside you can see then working on the windows just two floors below our floor but you would have thought it was directly below our room, i can’t upload the videos unfortunately. I’m also extremely disappointed as someone who previously worked for Hilton for years and seeing even their guest service recovery clipboard right there in front of them, they didn’t offer Hilton waters at check in or anytime during our stay, and they didn’t offer any form of service recovery other than to offer a separate room. You could’ve offered points, covered our market purchases of only two Gatorades and a red bull, or even discounted the roommate rate for our bad experience instead we were told the invoice would be sent to the email on file and pretty much told...

I am writing this review because I am very disappointed in the supervisor at the front desk. I will not share his name publicly, for obvious reasons; but this man was very disrespectful to my sister during check-in. My sister was coming to stay at the hotel (even when her room wasn’t ready at the stated time of 5p) for business. As she was trying to check-in, the supervisor on duty stated that her business card was coming up as fraudulent. This wasn’t the case because she had a business card from her company to use for her stay. She tried to calmly understand what was going on and was met with utter disrespect. He repeatedly talked over her and implied that she was trying to run a scam. My sister offered to pay with her personal card, which she had present with her ID; and was still disrespected and accused of trying to run a scam on the hotel. She was totally dismissed and clearly not welcomed to stay there. My sister was even told by th supervisor to “go on and get out of here and run that scam somewhere else.” When my sister tried to speak to someone else, the supervisor told others not to speak to her and continued being very rude and unprofessional. She ended up leaving the hotel because she did not feel comfortable staying there. The supervisor even proceeded to say, “my manager will be glad I didn’t let someone in trying to run a scam.”

We’ve stayed at many Hilton hotels and this has not been the type of service we have encountered before. As an African American woman, my sister was very hurt and felt belittled by the way she was spoken to by not only a Caucasian man; but just a man in general speaking to a woman. I surely hope this matter is addressed and training is conducted for these type situations. I would also like to believe that this type of service or behavior is not condoned or accepted by Doubletree by Hilton. Due to this incident, a sale was lost from what would have been a weeklong stay; and a customer was lost as well. We definitely won’t be staying at this establishment again. I truly hope this review serves as a call to action. We will be contacting corporate as well, but please do better. Again, I won’t state the name, but as an owner, I’m certain you can find out the supervisor’s name once you follow up with others who were working the front desk between 5p-6p. Thank you and I pray this message wasn’t in vain and leads to much better service in the present and...