Home2 Suites by Hilton Denver International Airport — Hotel in Denver

This hotel was not Hilton-quality. We paid for the stay-n-park rate (or something like that) that allowed one overnight stay and up to 7-days of vehicle parking. We had an extremely early flight from DEN, so I called prior to making the reservation to ensure the airport shuttle operated in the wee hours of the morning - approximately 4:30. I was told it operated 24 hours and I proceeded to book the hotel using the app.

Upon arrival, check-in went well, but the employee never mentioned a shuttle. It wasn't until I went back down to ask a question that I noticed a sign that said the shuttle ran every 30 minutes b/t midnight and 4am, and every 20 minutes b/t 4am and midnight and one needed to reserve a spot in advance. Unfortunately, the 3:00, 3:30, 4:00, 4:30, 5:00, 5:30, 6:00, 6:30, and 7:00 shuttles were all full. Multiple problems here.

#1 - When I called to ensure the shuttle ran at certain times and indicated specifically that I was booking the stay-n-park rate, that would have been a good time to say, "Yes, it runs, but you'll need reservations. If you book here, call me back so I can get your spots reserved." Didn't happen.

#2 - When I use a rate that CLEARLY indicates I'm getting on an airplane and check in at an "airport-based" hotel (hotels that are strategically close to airports catering to travelers), perhaps have the customer service savvy to ask the customer if they need a shuttle to the airport.

#3 - You'll notice the scheduled times ("every 20 minutes after 4am") didn't line up with the actual schedule (which remained every 30 minutes). When questioned, the employee said, "Yeah, that's an old sign." Well, Hilton, easy fix - either honor the posted shuttle schedule or update your sign. (This one really killed me... Seriously? Your excuse is "it's just an old sign"?)

#4 - When I realized that I couldn't get a shuttle (I have a 2-year old, I'm not getting her up to go on the 2:30 shuttle when we don't need a shuttle until 4:30), the employee told me they'd call me an uber, and if uber didn't get me, they'd give me a 15% discount on my room. Wow...

#5 - The uber was scheduled, but what she didn't realize (or ask) was that I have four people including a stroller and car seat and luggage for a family of four on vacation. This woke me up in the middle of the night. I went down to the front desk to ask about this and he cancelled and re-ordered an uber XL. Problem ultimately solved, but it shouldn't have been a problem in the first place.

#6 - Not one bit of information was taken for my vehicle. So essentially, I could have paid the regular rate (as opposed to the extra for the stay-n-park), and no one would have been any the wiser that I stayed one night and my vehicle for six nights. If you're going to charge extra to use your parking lot for multiple nights, you need to monitor who's parking there and for how long. I won't pay the extra again (I'm sorry I paid it this time).

In the end, it all worked itself out, but the process was entirely screwed up. If you are an "airport hotel," and your shuttles are booked solid, there's a couple different (really easy) solutions, Hilton - either run MORE shuttles, or get a BIGGER shuttle for the single run! Or, get with any of the other four hotels in essentially the same parking lot and arrange some sort of shuttle sharing. "Hey, I have a family of four that needs a ride to the airport at 4:30, do you have room on your shuttle?"

The hotel itself was nice enough (we were only there about eight hours and used zero amenities), but great strides are needed to bring this to a Hilton-quality establishment. I won't...

Edit: I have edited my review by giving an additional star for service and total because after my original Google review AND contacting a district manager, my jacket was found AND shipped to me. While I should NOT have had to go through all I did to get it back, I appreciate them following through. I will also add - the workout area was one of the best I used while we were traveling. Original review - I have mixed feelings about this particular Home2Suites and after reading some of the reviews, I’m not alone. I think my biggest complaint would be with the staff. Eventually our room was fine; clean and comfortable. I used the workout room and it was nice (had decent equipment) and was clean. The breakfast was good (there were plenty of choices, the food was the correct temperature, everything appeared clean) and the eating area was clean. However, the first room we were given had not even been cleaned. Not. At. All. And the staff at the front desk seemed surprised when my husband went back and told them he’d need another room because the one we’d been given had not been cleaned. This was late afternoon/early evening. When we were ready to check out (we needed a printed receipt) there was a line of about 20 people waiting to check in and one person working the desk. One. Person. Not another staff person anywhere in sight. We left and printed our own receipt later, though that’s not really how we wanted to do it. Then, I realized after we left that I had left my fleece jacket there. I called back (multiple numbers), finally got someone and she said she’d check with housekeeping and call me back. I assumed that meant within a reasonable amount of time. It has now been 4 days AND NO CALL BACK. I called again after 2 days, talked to the same person and she assured me she had my information, someone would check with housekeeping/lost and found and call me back. Four days to check lost and found and check with housekeeping? Seems a bit much to me. My husband is a Hilton Honors member, tries to always stay at Hilton properties, so we have...

Update: David the manager was very kind & made the so to situation right. I am very appreciative that he was so nice on the phone and was able to do what he could.

I feel awful about writing a review but I gave the hotel time to respond to this experience and they have not. When I arrived to our room (416) there was a pungent odor of a perfume like smell & sewage. We inspected the room for awhile and couldn’t locate where it was. After a long day of driving we came to what we thought was an answer that maybe somebody had just used our bathroom before we arrived and it was still smelling. We put our son down for the night but the smell was increasingly getting worse. We discovered after opening cabinets that there was a repulsive smell where the garbage disposal was. We ended up calling downstairs and they offered to bring us up something to put down the disposable to help with the stench. We were so tired and did not want to wake our son or we would have asked to move. We accepted the fact that the room was going to stink. Hours went by and the smell was becoming worse and worse to the point we were unable to sleep. I would guess around midnight/1am we called and requested to move. Now after our all day drive we had to repack everything late at night to move to another room.

After thinking about this situation longer it was very apparent that the putrid smell was obviously discovered and somebody attempted to cover the smell with an abundance of fake scent. The other rooms that some family members also rented did not smell of the fake scent.

I do not feel it is appropriate to allow somebody in a room that smelled so horrible and to charge them for it.

This was a very disappointing experience and unfortunately added stress to not only myself but to my entire family staying in the room.

I have emailed 2 different managers about our experience and have received no email back. At check out I explained the situation and they offered $20 off. That is insulting.

I really wish after a long day of traveling we would have had a...