Homewood Suites by Hilton Denver International Airport — Hotel in Denver

This has been my single worst hotel stay, especially for the money!

We were left at the airport, despite calling several times. We called for our pickup as soon as we got to the baggage claim. We’re told that a silver Mercedes van would pick us up in 15-minutes. We waited with our disabled child (in a wheelchair) and two younger children for an hour, nothing. Called back and were told that it would be “15-minutes” again. Mind you, it’s now 2 AM!

Finally, the driver arrives and says that he only has room for 4 and we’re a party of 5. He said that if we waited, it would be at least a 1/2 hour before he would be back.

We finally get to our hotel and the door is locked. We had wait for someone to buzz us in. We get in and she asks for our credit card, despite already checking in online and telling her that we had a room number (and had given our card). We then ask about the crib for our baby that we had called about the day before. She said there was no note, but maybe it’s in the room. Spoiler alert - it wasn’t. When we called down to ask about getting one, she said she couldn’t.

Everything is worn and old. There was a smell of vomit in the hallway and a weird off putting smell in the room. The room was big (a 2 bedroom suite) but is located at the very end of the building. It is a VERY long walk down three very long hallways to get to it. The carpets are fraying and tattered. They appear pieced together, unless that was the actual look they were going for.

Our room was very well used. It was painted recently, but all of the doors, cabinets and wood were dinged, worn and only half working. Drawers would stick or not close completely. Wallpaper was cut or torn and then spackled back together. There was black mold on the ceiling that had been painted over, but was starting to seep back through. The border of the carpet (that is used like a molding) was old carpet that was very dirty and stained. They replaced the prior rug but not the border? Lots of cut corners that were very clear. It just felt dirty and gross. Also, zero water pressure in the shower - it just lightly trickled out. It was hard to rinse my hair after shampooing. Ended up using cups of water from the bottom faucet (faster flowing).

The day before our stay, we called to request a crib / pack n play and to ask about the pool hours. The lady said the hours and we planned to go down in the morning. My husband goes down to check it out and grab coffee. Well, THERE IS NO POOL!! The concrete hole was there with a few inches of water but nope, no pool. Why would the front desk give the hours but forget to say, hey btw it’s closed?! It was literally the only reason we picked that hotel.

THEN, to make matters worse - I was double billed for a one-night stay! That part has yet to be corrected. I suppose I’ll have to contact my credit card company now.

I don’t know how in the world this place has 4.4 / 5.0 ratings?! Are the rest of the hotels in the Denver area really...

** UPDATE: I do not always post negative comments, but also give credit when credit is due. We'll unfortunately it did take extra time, however after I contacted Hilton HQ, I received a call and emails from Luis, General Manager, who made the situation better by refunding the last night + several HHHonors points.

The last night of our stay was HORRENDOUS; first, at 2045 I had to stop kids (ages 10-13) from racing down the hallway, then 2145 I had to ask individuals visiting the next room 426, what was wrong because they were letting a 2 year old baby girl yell/cry in the hallway by my door because she was obviously upset that she couldn't swim anymore. Later, 2345 after the front desk failed to ask Room 426 to keep the noise down I had to confront the guests myself only to have a tall thin young man age 30 become aggressive until I told him to step back. The young lady w/ him sent him down with the kids, and I agreed not to call the Denver Police as long as they kept it down the rest of the night -- she agreed. Then, I was awakened again 0045 when I started calling the front desk again times between then and 0400 to complain of noise next door [jumping, running, yelling, laughing, load music], only to be told we'll contact General Manager several times, which apparently they never did, and they would speak w/ Rm 426, maybe they did, and when I asked for them to call police for disturbance they refused and said I had to do it, finally what broke the camels back was when the front desk began picking up phone and hanging up on me 0330. I finally had to call Denver Police myself, and they said they spoke w/ the occupants, but could not remove them without front desk asking them. When awoken again, I demanded to speak w/ General Manager, but was told -- Sir, it's 0330, I said -- exactly!!! Supposedly, the next room occupants were finally removed by Denver Police, according to the front desk the next AM, and they were removed and charged an additional $300 when they were caught in another room. The next day, I asked front desk to speak w/ General Manager Luis, but he never came out to see me or called. I called the front desk ~8 times, but NO HELP -- WORST HOTEL EXPERIENCE MY FAMILY HAS EVER HAD IN ANY HOTEL. Finally, please know that the additional Airport Fee of $6.95 should be included in upfront taxes/fees when receiving quotes -- this is misleading, and I'm not sure this is...

Quite possibly one of the most disappointing stays we have ever had at a Hilton property. My wife and I picked this establishment because they advertised their over the top cleaning with double checked and sealed rooms. Well we were in for a bit of a surprise when we got into our room. As we unpacked our stuff and checked out the room my wife noticed a used bright blue band aid stuck on the bathroom faucet. Normally it wouldn't have been a big deal but since we are in the middle of a pandemic and the hotel is bragging about their cleaning protocols this bothered me more than normal. We called down to the desk and was told it would be handled. We were leaving to get food, so we expected everything to be good upon our return. Well when we returned to our room about an hour and a half later the band aid was still there. We called down again and waited for someone to come to our room to address the situation. While we waited we started setting up the hide a bed and found a second used band aid stuck to the cushion on the couch. Finally both items were picked up. Now if you have stayed in this particular hotel brand you know you normally get evening socials with light meals and drinks as well as a full hot breakfast. We knew that wouldn't be the case because of the pandemic, but of course prices are not any cheaper. Not complaining I thought the price was very reasonable. What I am upset about is that after the unclean room I asked to speak to management and was told there was no one on duty at the time, but a not would be left to contact me..........perfect. I had no intention of asking for a refund, but did want to address my concerns. The next day (Monday) passes not management. I leave another note at the desk. Tuesday passes no management. I leave another note. In all we were there five days/four nights and never once heard a word from management. The afternoon that we left as I sat in the airport I received an email from management letting me know they were going to add points to my account to help rectify the situation I encountered. Those points I received are worth less than one third of one nights stay.

Great way to take care of your customers or those who used to be your customers, because we will not be patronizing this brand...