DoubleTree by Hilton Denver International Airport — Hotel in Denver

Had to return to Denver this past week and booked another stay. After a holiday weekend followed up with a long travel day then a couple of hours at the job site, I was exhausted when I checked in the evening of 11/28. I parked in the back parking lot and tried to enter via the door that is card access. There is another door about 10 feet away that is open, has a green light illuminated to show its open but it just didn’t register with me and I still went to the locked door. The reception desks are maybe 50’ away, Andrew glanced over and saw me, before I could grab my bag, he was standing on the other side of the door opening it and welcoming me in. I thanked him and told him I could have easily walked to the other door. He smiled and said he was happy to help and he gets his steps in. Andrew welcomed me back and thanked me again for choosing the Doubletree. The cleanliness of the hotel, elevator, hallway and my room looked and smelled as if they were just cleaned prior to my arrival. Priscilla at the restaurant remembered me from my previous stay and she was as charming as ever. The food again was on point every night. The restaurant manager saw me Wednesday night and made a point to say hi and welcome me back. I bumped into Andrew again at the at the host stand in the restaurant as I was looking over the menu trying to decide what to order, so the host asked Andrew what he’d like (I applaud her for that. Keeps the flow moving right?!). Andrew took a step back and politely told her “Guests first”. Seriously??? Nobody does that anymore. I’m telling you, this guy sets the standard for others to emulate. He should be leading a hospitality training team to teach others about what “hospitality” really means. His awareness of his surroundings and that degree of of hospitality is to be commended. Most travelers do not realize that he is not only providing impeccable service and treats every guest like family, more importantly, he is providing a level of security for the hotel guests and fellow staff members. I’m looking forward to my next trip back to Denver and...

Stayed one night. Got in around 12:45 am from a flight. There was no bedding for the fold out couch for our small children. (That we clearly put on our reservation). When I called and requested bedding, they took over 20 minutes to deliver the bedding. When I called around the 20 minute mark, I was told it was housekeepings fault and there was nothing he could do. When I offered to come get the bedding from the front desk, he said he didn’t have any. I said, “my 3 year old is very tired and I wanted a solution quickly” he replied and said it wasn’t his problem. A couple minutes later they sent a gentleman that didn’t speak English…very convenient since we told him we were disappointed in the service and he had no idea what we were saying. 2nd complaint-the fan/ac unit was ticking all night long and woke us up. If it was a consistent noise it wouldn’t have been so bad, but it made weird inconsistent noises…rough night. 3rd complaint-breakfast is made to cook only. We specifically added breakfast to our stay because there is always something to grab quickly. This would’ve been nice to know at check in so we could plan for 20-30 min of breakfast, instead of 5–10 min to grab something small. Please change the breakfast cards to state “made to order only”. 4th complaint-left two items in the hotel room because of the rush to get out and they claim they haven’t seen them. Hasn’t happened to me yet where in 4 days time they can’t track the items down. They’re not valuable so I doubt they were stolen. I was told “housekeeping is in charge of this so there’s nothing we can do”. I made a few of these complaints while checking out and the woman at the desk was great and apologized profusely and gave us a discount on our stay but we’ve stayed at Hiltons for over 10 years and haven’t had this poor...

This hotel would have received more stars if you weren’t forced to interact with the incredibly rude and unprofessional receptionist to pick up your key realize the reservation.

We reserved two rooms and told the receptionist, Andrew A., when we arrived. He asked for my husband’s last name and then told us that we only reserved one room. We asked him to please look at our reservation from Expedia and he refused, not even looking us in the eye when we spoke to him. We told him we had proof of payment and confirmation of two rooms and he rudely told us that we needed to pay for another room because he only has one. This went on for a few minutes. The line behind us was getting long, so we decide to just get the other room because it’s late and we have an early flight. We would call Expedia the next day. He manages to find the other reservation all if a sudden. When he tells us he has both, I let him know that if he had looked at our reservation, as we had urged him to several times, he probably would have found both reservations. At that point, he abruptly told me that if I didn’t like the way he handled things I could go stay at another hotel and he didn’t need to give us any rooms. He followed up with additional rude comments when I told him his customer service could use some work.

This person has absolutely no business interfacing with any guests or working in the hospitality industry. I highly recommend that if Hilton doesn’t want guests to arrive to be immediately offended, they should invest in training staff members how to operate the reservation system and receive...