Hampton Inn Denver-International Airport — Hotel in Denver

Typically my reviews are good but this one is not and I had to take time to calm down before writing this.

I am a Diamond member with Hilton and very disappointed and upset with how a recent situation was handled (I was on the phone at the time of this experience).

My significant other visited this hotel on December 14,2023 after working many many hours along with having to get up early the next day.

She approaches the front desk and provides the requested check-in information (Confirmation number, ID, ..etc) only to be told that she had already checked in. She then states that it isn't possible because had literally just arrived - from another state via plane!

The front desk is clueless about how to resolve the issue. He continues to talk in a condescending manner about being checked in already then goes to the computer. After SEVENTEEN MINUTES, my significant other questions what is going on as she is pretty sleepy. Front desk responds with a very smart remark about how if she was patient more she might've had a room. She then tells him that she would like a room and that this was not her issue. He then tells her again that he could not provide her with a room because she already checked in!

I ask to be put on speaker in an attempt to help figure out a solution. Front desk responds with she should do something else or she will be asked to leave! He also told her that he would NOT talk to me! I seriously couldn't believe this was happening!

Front desk shares that my significant other and whomever is checked in to HER reservation (ALSO CHARGED HER CARD!) have the same last name. So basically the discrepancy lies internally with proper ID verification! This is a HUGE security issue!

TWENTY SEVEN MINUTES LATER he finally reaches out to a supervisor who basically offers one option (as it was late and for whatever reason they didn't want to disturb whoever was in the room)....to Check in to another room. Due to the time of night, she made the additional reservation. Not only was the room more expensive than the reserved room it was not the room type that was reserved (King reserved given Double Beds)! Nearly an hour of rude, disrespectful service only to be double charged? You've got to be kidding me!

To date, the charges (both rooms) are STILL present! She have been VERY patient! NO ONE has reached out from the hotel to follow up. From what I know and understand in my Hilton tenure, this is not what the Hilton brand is about! As a Diamond member I will not tolerate the unprofessionalism experienced.

If this is the new standard of customer service, then will be taking my business elsewhere and will see to it that my organization switch our preferred...

Got stranded in Denver trying to get to Orlando, due to Hurricane Debby and was BEYOND grateful to GABBY!!!! She was AMAZING to my sister in helping us secure me a room last minute!!! I was in total panic, thinking I’m gonna end up sleeping at the airport because all the flights to Florida and East Coast were canceled and not knowing when flights would be back in business. My sister spoke to a few people at the hotel and one lady was not pleasant, but when she got on the phone with Gabby, all stress was removed, and my sister knew I was going to be just fine. When I checked in the hotel, Gabby was there with the most beautiful welcoming smile and when I told her who I was, she let me know that she had spoken to my sister and everything was going to be fine and she was there to take care of me ❤️my room was all set up & good to go (this was 12pm mind you I have been at the airport since 6 AM!). She let me know about all of the hotel amenities and after a very long, stressful emotional morning SHE made it all better And when I asked for a late check out the next day, she was able to accommodate, which was another lifesaver because my rescheduled flight was not leaving until 630 the following evening 😕 The person who was Not very pleasant (and who I interacted with only once during my 30 hr stay) was a woman named Christine. She had a very UNapproachable attitude, did not look like she enjoyed what she was doing. She Seemed annoyed, with any question and I only had one: which was simply could I get some beverages from the snack area/charge my room? She had notebooks in her hand and dropped them on the counter like it was the biggest interruption to what she was doing and she grabbed a sticky note and said what do ya got and then wrote it down… total energy downer compared to Gabby; seemed like it was a huge inconvenience to what she was doing prior to me walking up to the front desk…anyway I don’t think that the blonde lady named Christine should be in Management IMO. She does not have the energy on the phone nor in person to interact with the public, might want to keep her in the back permanently and keep Gabby upfront 😊. Note: I worked in the hotel industry for over 10 years so I am speaking from both FOH & BOH & from a senior leadership perspective…Just saying 😁

Fantastic diner right next-door also with...

Our flight came in late to Denver from Cabo San Lucas and we called our original hotel the Sleep Inn Suites to ask about the shuttle and if we could use their freezer to store the fish we caught. The night manager said no and hung up on me mid sentence of my question. We took the shuttle to the Sleep Inn Suites, and when we walked in there was a lady and a sketchy man in the breakfast area. We waited at the front desk for 5-10 minutes and the lady that was in the breakfast area came to the front desk. We told her our name and started checking in, and asked again about freezer space. She was very rude and again denied the request. We asked if there was any other options or if she knew of anywhere we could store the fish. She had said no, and when we asked about the neighbor hotel she said they wouldn’t either because they were the sister hotel and she did all the ordering and their freezers are full to. She was extremely rude and was not wearing a company shirt or any identification but claimed to be the manager. At that point we decided to call another hotel. I called the Hampton Inn Rhonda answered and I asked if she had freezer space for the fish we had caught. She was very friendly and responded yeah we can help you out. We went back to the Sleep Inn Suites manager and told her we had found another room and requested a refund. She denied the request and became very adversarial. We requested her manager’s name and number, and again she said she was the manager. We requested contact information for her supervisor so we could request a refund and she told us to “Google it”. We loaded our bags and headed to the Hampton Inn. When we arrived Rhonda the night manager was very kind and professional and went above and beyond to accommodate us. I highly recommend the Hampton Inn on Tower Road if you want good customer service and clean nice place to stay. We will definitely be staying with them again...