Homewood Suites by Hilton Denver Airport Tower Road — Hotel in Denver

Overall, I had a good stay. The customer service aspect was on point, and I’d like to recognize the two team members who I spoke to on sep. 4th. In the evening for going above and beyond. I believe their names were Chris and Morgan, but I don’t remember for sure. The gentleman accommodated my room type/location request and answered my questions courteously. The young lady I spoke to went out of her way to find out the answer to another one of my questions and was friendly and professional during the call. The property and room were aesthetically pleasing and well designed. ||In terms of room for improvement, there were certain areas and things at the property could be maintained better, the shower took a long time before it became hot, and the a/c unit was noisy at times. Additionally, I would’ve liked to have seen the hotel engage in more sustainable practices, like having an electric/hybrid shuttle, offering plant-based meat at breakfast, and choosing more sustainable amenities/guest supplies (e.g. facial wipes and breakfast condiments). Additionally, I was told that the biz center computers were down during my stay and that the hotel was out of laundry detergent in the lobby market. The hotel has laundry facilities on-site, but it’s hard to do laundry without laundry detergent. Also, the breakfast was not anything to write home about. I couldn’t eat the bacon since I’m vegetarian and the eggs were not appetizing whatsoever.||Overall, I appreciate and applaud the good customer service, but believe there’s a bit of room for...

I’m here visiting for my birthday. I go to check in and the money for my room is clearly on my card, but it kept declining. I waited a bit longer to try again, and it still declined. As I’m trying to figure out what to do next, the manager/cashier on duty was completely unphased. I then realized the money was off of my card and also wasn’t showing up on the hotel’s end. I was frantic and trying not to cry as I didn’t know where my money went. The manager/cashier on staff expressed no compassion or friendly customer service as I tried to figure out what to do and ultimately had to charge my card again. Even my sister went to ask that she have a little more compassion when dealing with customers in distress. She then continued to say loudly with customers in line that my card was declined and that there was nothing she could do. My sister continued to explain that a little compassion would be appreciated as a customer dealing with this situation. The manager continued to show a lack of professionalism and customer service as she argued that the card declined and there was nothing she could do. I was completely appalled at the lack of customer service and compassion shown towards me during this time. I’ve never experienced something like this in my life. I will try to enjoy my birthday the best I can. I just wanted to share my story in hopes that compassion and customer service are taught more thoroughly to staff and management here at Hilton...

So I picked this hotel based upon the reviews and generally I go out of my way to stay at a Hilton property hotel ( I'm a diamond member). I also usually really like Homewood.

When I checked in they didn't have my honors number tied to the reservation ( I provided it at check in). They gave me a first floor room next to an exit that was noisy ( I wish they would have considered my loyalty and got me a better room). The sound also transmitted through the floor with the guest above me making it hard to fall asleep and stay asleep. I'm guessing they knew my room was less than prime at check in but did not consider my Hilton points status/ loyalty. That's frustrating.

When I tried to check out to catch an early flight I had to wait for the receptionist. I didn't get the how was everything speech I got the we are doing audit and once that starts we can't help you check out / provide a balance until its done. So rather than complaining to the staff I'm posting my feedback here with the hopes that it improves stays for future guests.

Overall I think the hotel is a nice property if you get a quiet room but I think the staff is lacking or at least was for me at both check in and. Check out ....not sure if I will try it again over another nearby hotel ( there are many to...