Embassy Suites by Hilton Denver Central Park — Hotel in Denver

Edit 11/26/2020: I was finally contacted unfortunately by Jeremiah, not the hotel manager, on Thanksgiving with a long email were he is STILL attacking me. I really feel harrassed at this point...screenshot attached.

Initial post date 11/16/2020: The room was exactly as expected although the exhaust vent in the bathroom did not work, I was pleased with everything else. I called and submitted a service request and the tech arrived fairly quickly but unfortunately did not resolve the issue or follow-up so for the 3 nights that we stayed, our room accumulated condensation on the interior window and seal. Upon arrival, which was around 1am, I was told that my total due was higher than what was stated in my reservation booked through the Hilton Honors app. When I inquired about my total, the older woman at the front desk only told me that it was a deposit on my account. I continued to ask more questions to be able to get more of an understanding to no avail, finally I just ended the inquiry so that I could finish checking in being so late and the conversation was going in circles. She wasn't rude, just not helpful at all. The next evening as my party returned to the hotel to drop off some items to our rooms, we were accosted by Jeremiah at the front desk. We hurried through the lobby and as my friend pulled her mask on, I covered my face with my coat collar because my hands were full and my mask was in my coat pocket. I had planned to slip it on as I waited for the elevator. Jeremiah rudely yelled out and asked if we had masks and we replied that we did. He then yelled, "well put them on then." My friend stopped to ask what his name was and if she could speak with a manager because we felt that his behavior was not appropriate. He was extremely combative and aggressive once asked these questions citing that he was the manager. He answered our questions by asking us what room we were staying in. We were on a time crunch and left to go to our room, then returned to the front desk on our way out. Jeremiah finally gave his name (he was not wearing a name tag) after we asked to speak to anyone else on staff. He refused. He asked if we were in room 422 or 522 apparently he left the front desk unattended to FOLLOW us as if we didn't belong in the hotel and hadn't paid for 3 nights in TWO rooms upon check-in. When we didn't confirm his suspensions, he then threatened us with calling the police so that we can get our s@%$ and leave the premises. We told him to call them because he was out of line and doing the absolute most. At this point Jeremiah is going back and forth with my friend where I had to calm her down so that we could leave since we were running late. This whole exchange was uncalled for and extremely disheartening. I felt attacked as a woman and as a person of color for no reason at all. This is not the standard that the Hilton brand is known for and I am extremely disappointed in the customer service from...

Today June 23rd 2022 , My family and I arrived to Denver for my sons soccer tournament. I walked to the front desk with a smile, but for some reason beyond my explanation the guy behind the register “he calls himself the manager” seemed to be having bad day? So I thought… We all go thru that sometimes right, so I was like no worry he does not want to smile, he does not want to say thank you no worry better luck next time! Well, so far so good I was hoping that was the end of it, but it seems that was just the beginning of what I only could imagine would be happening. At the end of the check-in process, I got the keys from the gentleman we went up to the room, it turns out the room is already occupied by another guest in which I was supposed to pay $1639 for 4 nights. I found out that the room was occupied, so I closed the door proceeded to take my luggage down with my wife and son approached to the gentleman and with a sarcastic statement said we are not getting off on the right foot here the room that you gave us is occupied! I would have accepted an apology let me see how would I can accommodate a better experience for you , but instead he was rude about the situation, used a very loud tone of voice and showed no concerns! He mentioned that was the last room for the premier suite that I had initially booked, and that he would downgrade us to a regular suite. At this point I was getting frustrated, and I said to him where are you getting off with this instead of making this experience better your making it worst. I asked to speak to his manager and that didn’t sit well with him where he said he was the manager, and that I need to leave the premises or he would call the cops on us for trespassing!!! Really this is the customer service that Embassy suite offers , I have spent lots of money at embassy suites in the past 20 years . I asked for his name he refused to give out his name, he was working with a lady that had a name tag Alexandra I asked her for his mangers name she said she does not know. I refuse to let this go unnoticed not because of my own personal experience, but hopping that someone that has interest in the Embassy Suites Franchise and care about outstanding customer service satisfaction will read this, and address this concern. Today is Thursday 23/2022 time of incident was around 5pm. This gentleman whom he calls himself “manager” has a very rude attitude, lack of professional, and zero experience in customer service satisfaction! I honestly, hope this never happens to...

So I have stayed in tons of hotels/motels/airbnbs/resorts in my time and I have to say this was one of the best experiences at a hotel that I have had in a long time. My boyfriend and I drove cross country from Virginia Beach for a one week vacation in Colorado and then a week long road trip home. We flew my mom into Denver and wanted to spend a few days there so we could visit Estes Park and Fort Morgan before moving further south. Anyways, I initially chose this Embassy suites (there are multiple in the area) because of location and price. We love the Embassy always offers the made-to-order breakfast in the morning and the evening reception with free drinks so it was a no-brainer for us. I love the concept of Embassy suites also, it’s like an indoor motel. You enter the hotel and you can look up and see all the floor above you and the rooms to each hotel door. The center atrium is like a hang out space for guests. You have the bar and restaurant and the community area to eat and relax. Right around the corner is an amazing pool, hot tub, sauna area as well. We checked in halfway through the evening reception so we popped down to the atrium to get some drinks and snacks. Then headed up to our room which was laid out so nicely. Bedroom in the back with a huge comfy bed, living room with an awesome pull out couch and a bathroom in between the two spaces. It was everything we needed. Was great that there was a door to the living room that could give privacy to everyone. Our first night we were exhausted so we ordered room service not expecting to be blown away. Well let me tell you, we had the best chicken fried steak I have probably ever had. It was barely fitting on the plate on some mashed potatoes. It was incredible. The next morning, breakfast did not disappoint. Our made-to-order omelets were so good and the homemade green chili sauce they had was out of this world. The best thing about this hotel though was the staff. They are so nice and on top of things. They seem to really care about the customer experience and have pride in their hotel. For a room that was $140 a night on the weekend…I didn’t expect that. Also, they offer free laundry and there is a dispensary right across the street (if you like the kind of thing  ). Would highly recommend. We stayed two nights and could not have asked for a better start...