Home2 by Hilton Denver Downtown Convention Center — Hotel in Denver

I was lucky enough to travel with my husband and his business partner for a convention in Denver. This hotel was booked based off the proximity to the Denver Convention Center and other reviews. The day we were supposed to arrive we encountered multiple traveling issues while flying from Baltimore and we were aware we wouldn’t make it into town till very early the next day. My husbands partner called the hotel and notified them of the grounded flights to avoid any no show fees but ensured them we would still need the rooms just one day later. When my husband and I landed in Houston around midnight I tried to call and update them on our arrival time but got no answer and had to quickly board the next plane. When we arrived in Denver I again tried to call them but wasn’t able to get through. An hour later while we were preparing to leave the airport I called again and was able to speak to someone. I was told there were no reservations with any of our names and because we hadn’t shown up our rooms were most likely given away. Frustrated with the day, we decided to just drive the 40 minutes to the hotel and handle the issue in person. Once we arrived and were let in the door (around 3 am) we were quickly told the reservations had been cancelled but there were rooms available and we were given the key to a room. We informed them then that the other person would be getting in around noon the following day so we do still need the second room, we were told that wasn’t an issue. The next day upon her arrival (after sleeping on the airport floor the night before) she was told the reservation had been cancelled because no one notified them she would be late and there was no rooms available. They then had the audacity to suggest she sleep on the sofa in our room. She explained she HAD contacted them for all of us the day before, that we HAD updated them on her arrival time less than 12 hours prior, and she would not be sleeping on the sofa in a room with her business partner. Suddenly, a room became available. Fast forward to check out day. I was told checkout time was 11 am. My husband and his partner left for the convention leaving me in a room alone till time to leave. At 10 am I got a knock on the door while I was brushing my teeth, there were 2 ladies with cleaning supplies that seemed shocked I was still there and said they’d come back. 15 minutes later they were to which I said I would be out by 11. At 10:30 another knock came with a young man on the other side asking about checking out. I explained I thought it was at 11 and he responded that he didn’t know English and left. Thinking I was in the wrong I quickly collected all our luggage and headed to the lobby. Once downstairs I spoke with a very kind and helpful gentlemen who informed me I was correct, check out was 11, and he offered to hold our luggage since our flight wasn’t till after 6 that evening. I just have never had anyone continue to try and enter a room before checkout time let alone 3 times in less than an hour and we all travel quite frequently. After arriving home we received our bills which were not only incorrect with added fees and such, but were totally swapped with names and payment information. I think there needs to be more communication between staff especially concerning guests with complications around reservations and the cleaning staff, as appreciated as they are, should wait till after check out time to try and begin entering guests rooms. For one of the biggest and nicest hotels we have traveled to, there was more stress and issues than ever...

update- 05/19/23- I received an email (2) advising that Hilton created a case and my complaint was escalated to Hotel Management. Timeframe provided was three business days, we are now coming to close of the fourth business day and I’ve not been provided an update.

It just breaks my heart that’s I can finally confirm the same pattern of lack of accountability, responsibility and hospitality that I experienced at the Home2, I am experiencing again via online communication. Hilton brand has has fallen short once again with their level of hospitality.

This property has 3 amazing agts- but they cannot take the full responsibility of the property and the lack of hospitality that Hilton claims to have.

I have lost hope with Hilton as a brand of luxury and hospitality.

Overall experience was awful- lack of hospitality. Contact property the day of arrival I spoke with Chris about an early check in, he was kind and advised to verify with front desk with open availability. Arrived at Home2 Suite- agt in training advised per HR mgr Linda that there were no rooms available. They took down my information after checking me and processing payment that they will notify me when our rooms were ready- front desk never contact me. After arriving at the property after 6pm and we’re finally able to check in. To my surprise we were not assigned the King Corner Suite as previously confirmed with Hilton agent when booking room via phone call. During my stay I approach the front desk and waited for the next agt, at that point Linda HR mgr spoke over the other guest and asked what she could help with- I responded that’s I would like requested housekeeping to clean our room. She asked if I was Diamond or Gold membership- I advised her that I was not, she responded with a flat “No, I cannot fill that request” I asked why? And if they could at least pick up the trash and provide new towels- she responded that I need to provide at least more then 24hrs to have our room clean. At that point I request our room to be clean 24 hrs in advance and she took down our information (did not confirm because there was another guest ahead of me) to have new towels deliver and trash picked up. After returning to our room that evening- nothing was done. Approach the front desk and spoke with Shane- he apologized, advised that Linda was the Hr Mgr and he took accountability for her lack of responsibility, accountability and hospitality. He send up security to provide us with clean towels and picked up our trash. He also advised that housekeeping would be cleaning our rooms daily for the remainder of the trip- that request failed as well. During our whole stay, we did not get any type of house cleaning or new towels or trash taking out. Felt like I was staying at a frat house, or an Airbnb because we had to do our own cleaning and taking our own trash out of the room- worst stay ever. When being locked out of my room - night staff was very unwelcoming and rude- no friendly smile or concerns about helping. When checking out I had the privilege to speak with Chris- he was very kind and again to responsibility and accountability for the lack of hospitality from his coworkers, and asked us to give Hilton one last try in the future. We advised him that we had made a terrible mistake in selecting Hilton’s hometown sweet to celebrate our two year anniversary. In all honesty with the lack of hospitality, we don’t know how we feel about Hilton anymore as a brand. Worst...

BED BUGS & FILTH ARE COMPLEMENTARY @ HOME2 SUITES DENVER @ 801 15TH STREET DENVER CO, near the Downtown Denver Convention Center: $56 a day for valet parking. Room 1512 was given to me around 9pm 5/27/24, w/ 2 dirty queen beds, & a greasy headboard. Shower had debris that rinsed out & the shower floor finish is permanently damaged making it look dirty. @ 9:32pm I asked for new sheets & pillows b/c of long and short curly hairs all over the bedding, pillows that looked liked they'd been pulled off dusty shelves & drooled on, & a massive stain on the carpet near the bagless trash bin. Just as I packed all my things to head for the lobby, by 10:32 exactly, room service showed up, *handed me, . . . a single set of sheets for me to remake one of their filthy beds.

Day night 2 I extend the stay because my sister's bew house hadn't gotten bed deliveries. Came back to my room the afternoon of day three to find I'm locked out b/c they didn't properly look up my reservation. The bleach blonde big back receptionist went right to her darker than a paper back hometraining, and insited against all proof and reservation numbers and bank statements that I didn't pay for the room, and forced me to pay again to get into my room where my things are. Another woman assisted her, and shortly thereafter found what I was telling them, I already paid before she charged me again. No refund until a week after I returned home for the double booking overcharge at an almost 100% higher rate BTW. I was sweet as pie to those workers and that's my problem. They took that for granted.

Once I got back into 1512, on day 3 they hadn't touched it for service AGAIN.

I get on the phone and ask for another room. They move me to the one directly above 1512, which is 1612. I tested everythiNG. The bathroom sink was clogged:) The general room was noticeably clean compared to how I receieved the 1st visibly filthy room at 1512. I felt something on my toe going to bed, couldn't find the culprit. I woke up & picnhed a bed bug off my temple! I hurried & got ready to leave, called down to the front desk & phoned it in. I tried so hard not to no Karen them, a mistake for sure.

The only things edible @ breakfast were the proteins & whole fruit. Eggs had zero egg flavor or egg white. Tried a cinnamon roll it was frostingless & felt like it was a week old. Tried a blueberry muffin, it tasted like it was made of some kind of insect flour. I tried the orange & apple juices, didn't go back for seconds.

The 24 hr acess gym was locked the one morning I went down, no servicing going on just empty & locked. One of the 2 washers one of the dryers were out of service!

The manager who found my extended reservation offered me free snacks as compensation for their clerical fumbling. Disrespectful!

I asked for a free night, in form or a refund. They took a whole week after my stay just to refund thr duplicate charge, no other refunds at all.

Worst customer service, pure placations, no substance or resolve. I'm canceling my worthless Hilton Honors account & upcoming stay w/ Hilton.

I was back home for a double funeral. They have my grief to thank for me not ripping into their motel style affairs. I had much more serious things to handle and they just made everything that should've been nice so bad. I'm embarrassed to even...