Hampton Inn & Suites Denver-Downtown — Hotel in Denver

The rooms are large, clean and mostly quiet however the hotel is very poorly run & maintained. I booked connecting rooms with a request for a roll away bed in the king room 2 months before our stay. Ahead of arrival I called to confirm these requests and was told that the rollaway would not fit in the King room but could go in the double queen room for the first night's stay (March 11th) and that they would put us in a King suite room for our last night's stay (March 17th) and that both rooms would adjoin to the double queen room. The call took much longer than it should have between having to say or type all of my information to get to an associate who then repeated all of the questions and put me on hold multiple times to confirm the room arrangements. Upon our late arrival the first night I was told that the room could not accommodate the roll-away bed and I said that was fine and we would make do. She did offer to comp the valet parking for us, which was appreciated. However, upon entering the king room and attempting to open and then knock on the door to the adjoining room I quickly realized they had not given us adjoining rooms and I was actually disturbing a family of strangers. I called the front desk to let them know what had happened and to apologize on my behalf to the people affected by the disturbance. She apologized for the mix-up and said that unfortunately there were no adjoining rooms left and she meant to tell me so before we went upstairs. The next morning the toilet in the king room (404) stopped flushing so we had to go out into the hallway and access the double queen room (407) to get ready to leave for the skiing portion of our trip. On the way out I told the staff about the plumbing issue and requested that they please make sure the rooms were adjoining when we returned on the 17th. On the way back to Denver on the 17th I again called the hotel in advance to confirm the rooms we would be staying in would be adjoining but did not request the roll away because I had been told we would have a sofa in the king room. Again this process took much longer than it should including being disconnected the first time and needing to call back. However, they did confirm everything was correct with our booking so I was surprised upon arrival when the gentleman working the front desk informed me the rooms were not adjoining due to me booking a suite. He also told me the connecting rooms are never guaranteed despite me having two emails stating otherwise and condescendingly explained to me how to book connecting rooms as I had already done. When I expressed frustration with the turn of events he tried to reprimand me for not being patient and I explained that if he had spent as much time on the phone and in person to arrange these rooms as I had he would probably feel as exasperated as I did too. He simply told me he was going out of his way to accommodate me and that I should be grateful to have the last two connecting rooms. He said the reason we didn't get the rollaway before was because we requested it in the queen where it doesn't fit and I explained I had actually requested it in the King room and was told it wouldn't fit there which made no sense because the room was huge. He rolled his eyes. When he finally assigned our new rooms (304 & 305) we were just happy to get settled in before heading out to explore the city. However, when we returned around 9pm we found that again the toilet in 304 (just below our old room 404) also wouldn't flush so my husband went downstairs to tell them and they said they couldn't get anyone there to fix it until 8am so we would have to move rooms if that was a problem. We had tired kids and had already unpacked and were putting them to bed so we declined and instead just all had to use the one bathroom in room 305. The main frustration for us is that it seems very likely that if the two rooms sharing a plumbing stack (304 & 404) are having issues one week apart that this issue had been ongoing and yet was not being addressed. Same for...

Hampton really exceeded my expectation. The employees were super amazing and accommodating. We arrived much earlier than we expected and they let us check in early. The breakfast was amazing had a good variety and everything tasted home made. They kept the breakfast very clean and would restock everything when it started getting low. The room was pretty good for the most part. The beds were super soft and covers kept us really warm. We were able to move the temperature to our liking. They even put it new TVs. There was microwave and small refrigerator that came in handy. Also there were plenty of outlets available in the room and the four of us were able to all charge a few things all at the same time. I didn't like there wasn't really somewhere to sit down to do my makeup. There was a mirror on the closet but standing isn't really ideal for when applying makeup. There was also a room mounted but was way too high. Also I didn't like that we didn't have a small sink in the room besides the bathroom sink. And though there were about 4 lamps there was no main light, so the lighting was not very good. Everything els in the room was pretty great everything seemed very clean. They also provided quite a bit of soaps and washes. The other two things I didn't really like we're that the Internet was complete trash. I couldn't connect for the life of me and then when I finally did it was so slow nothing was loading. The other thing I didn't like was that even though we had the 'do not disturb' pass on our door we had house keeping and people installing new TVs knocked on the door and though I do appreciate what they were doing I was sleeping and it was kinda upsetting. Therw was only one set of elevatirs and one wasnt wprkong wich really backed up the elevatoe line and was kinda annoying. Also one last thing was the pool and jacuzzi were super nice except for the floor of both were super rough and scraped me up a bit and last thing was that the tile by the pool were quite slippery. I definitely slid, I didn't fall but still it was quite scary and left me with a sore body from tensing up. One thing that was I did and didn't like was the elevator required your card to go up amd though it is comforting because it is so much safer it's kind of a hassle to dig up your card when you have other things your carrying. Overall I would definitely recommend the hotel. The cleanliness and the hospitality of the employees are beyond than words...

The worst customer experience I’ve ever had at a hotel. What’s crazy is it was over something so easily fixed…

2 days ago I tried to heat up a frozen item I bought from the hotel snack area. I put it in for the allotted time - it was still frozen. I tried again putting it in for twice the alotted time and it was still frozen. Finally I tried heating it up for 10 minutes - still frozen.

At this point I asked the front desk for a new microwave. They said they’d have it fixed in no time.

Hours later, nothing. I went back down. They forgot my request. No problem - it happens. The front desk heated up my frozen lunch for me in the staff room. Then I put in the request again.

Supposedly maintenance came by twice to check and they said it was working. Later that evening, we tried to use the microwave for popcorn. It did not work.

We went down and put in a maintenance request for a third time. They heated up the popcorn for us again using the office microwave. They supposedly checked a third time and had it fixed.

I tried to heat up my coffee this morning and it still didn’t work. The front desk called me to tell me they were sending up a maintenance engineer TO SHOW ME HOW TO USE A MICROWAVE. i swear to god I’m not making this up - they were trying to tell me the microwave was in fact working and I just didn’t know how to use it correctly. I was flabbergasted.

This microwave couldn’t be more than $20 value and there are so many of them I could not understand why they wouldn’t believe me and simply just replace the microwave.

For a THIRD TIME THEY SEND UP MAINTENANCE and FINALLY admits that the microwave is in fact not working and that they would get me a replacement microwave.

What an absolute nightmare to deal with over the course of days and +5 customer representatives!!!!!!! For a simple microwave! Terrible, terrible...