Hilton Garden Inn Denver Airport Tower Road — Hotel in Denver

We stayed in this hotel due to our flight cancellation. It’s a nice brand new building but unfortunately not having all good people to serve to the guests .

Andrea ( manager)and Ashley ( restaurant waitress) have attitude issues big time and not respecting the guests as they supposed too.

The waitress in the restaurant ignored my husband that was staying there to order a food for my baby for more than 5 minutes which, my husband eventually stepped out and still she didn’t care which was very rude of her. Andrea is very disrespectful , aggressive and unprofessional as a manager to work in the hospitality industry which you can see her picture plus explaining her nasty behavior ,by the other guests in their reviews as well.At 12:00 pm I told her our room need to be clean and she said that the cleaning person can not go there earlier than 1:30 pm , I asked since I have a 2 years old baby and it’s very inconvenient to keep her that long time in the lobby if she can expedite the cleaning , she answered that she can’t do anything for us!!!! The problem was not only saying that answer,the way she was talking was very unpleasant and aggressive too.

Our room was very cold since the cold wind was coming from outside through the vents to our room and the maintenance guy who was very nice admitted that and , told us our only way is to keep the heater on all time, which was very inconvenient.

The hallway had a very bad smell, it seems one of the room in our floor had toilet issue and the toilet opener was staying in front of the door, left over foods from another guest was sitting over night outside of their door( please find the proof in the pictures).

I talked to Andrea to get to a resolution by the hotel for all the inconveniences and she said that she won’t do anything for me and basically she won’t care!!!!

So I tried to talk to Greg ( the general manager) several times, for all the inconveniences that we faced as a honor hilton member during our stay in their hotel, every time the answer was that he is in the meeting. Eventually I decided to send him email, then I was promised by Austin (the sale director )that Greg will call me soon, he never called me to at least hear my complaints and only sent me an email saying; “ I feel that our staff did our very best to help you with each and everyone of your complaints” !!!!!!!!!! However,they did absolutely NOTHING. When I emailed him back and asked him what they did for me, NO answer was received.

As a Hilton honored guest which I have stayed in several Of their hotel across the U.S and overseas , I am so sorry for this well known brand that such hotel with terrible management is running under their brand name. Very disappointing experience with HILTON

UPDATE:

I clearly mentioned in my review that I had reached out to hotel manager ( Andrea) and Greg( GM) and they did absolutely NOTHING regarding our terrible experience. Now, they have responded to my review to call them and that they are willing to solve the issue, but this is not true since I already tried this route and none cared about all...

Final update after some time reflecting on the experience:

I am removing all the content from my original review because while the experience was exhausting and problematic, after reflecting on what happened, I think it was unfortunately a culmination of a lot of small mistakes made by a lot of different people who were just trying to do their jobs, and not a huge egregious error of 1 person or 1 company.

Summary of what happened -- and I'm removing the frustration I clearly felt when I left the review because I think all these people deserve some grace: I notified the Tru Hilton hotel (down the road from Hilton Garden Inn) that my plane was getting in very late and please don't give away my pre-paid room. I arrived at 1AM, exhausted and they had given away my pre-paid room and only had an uncleaned room to offer me (which obviously opted out of). Even thought my room was pre-paid and they already had my money, they told me I had to go to Hilton Garden Inn and pay again for another room and then I could call customer service after my trip and get a refund from the Hilton Garden Inn. So I paid two hotels for the same night, clearly not ideal or welcome. I arrived at Hilton Garden Inn exhausted but grateful to finally get a rest somewhere. I called for my refund. Spent way too long waiting on multiple customer support calls, only to have Hilton Garden Inn reject my refund request. But, to be honest, I don't think they actually understood what happened based on what they said in their response. Then called customer support again, spent way too long waiting again, interacted with a mostly nice person and a couple rude people. Tru Hilton agreed to the refund. Got on long support chat with hotels.com who then had to contact Tru Hilton. Finally got a refund, $30 less than I was supposed to get, with far too much time and effort required.

-- In the end, most the people involved were trying to do their jobs, but operating on incomplete information poorly coordinated between companies.

The staff I interacted with directly were friendly. The bed was comfy. The breakfast was clean, well-serviced, and the food was good enough.

So I give the overarching travel experience a frustrating barely 1 star. If there were a place to rate inter-company coordination, I'd give that zero stars. :)

But I do want to give the hotel 4 stars. Would be 5 if they hadn't contributed to this mess I had to go through, but like I said, just a long series of small mistakes by many different people...

Not the worst place I've stayed, but definitely not the quality I'd expect from a brand new Hilton property.

Good Location for airport travel. Food and convenience stores located very close and walking distance.

Guest Services was good, though not excellent in the manner of tone of answers. When I asked if it was possible for an early checkin and late checkout on the phone, the answer was just a one word 'no' in an annoyed tone. Not being able to checkin early or out late was understandable. I get it; I've worked Front Desk Servies at a hotel, it's generally not possible depending on the capacity level. But I know delivery of the 'no' shouldn't be rude. There are nice ways to say no and explain the why. Explaining the why goes along way.

Surprisingly, I was actually able to checkin early once I arrived. Unfortunately, the first room was not clean...nail clippings and a lot of hair on the bathroom floor. I was given a new room, which was better, though there was still hair on the floor, though not as much. I don't walk barefoot on hotel floors, so I didn't move to a new room. I wiped everything down with clorox wipes, but I found some sort of wrapper under the bathroom sink and a random pill under the AC unit.

The lobby area next to the elevators had some sort of sticky, dirty stuff on the floor that was there when I checked in and out. Probably a leaky trash bag.

The bathroom door also did not slide shut all the way. There was about a 2-3in gap...I traveled alone, so it was no big deal, but definitely an issue if I had been traveling with someone. (Room 335 if someone from the hotel is reading this...I forgot to mention it on my way out).

Also, the bathroom didn't have a GFCI outlet next to the sink. I'm no building code expert, but I'm pretty sure that's required. It's definitely a shock hazard without it.

I needed an accommodation to have some ice packs placed in a freezer overnight for a travel medical case. Front Desk staff was able to help and I picked up my ice packs with no issues in the morning. I very much appreciated the help making sure the ice packs were frozen.

All in all, I don't think I'd stay here again due to cleanness and building issues. It's definitely a disappointment for the price paid.

Stayed...