Hampton Inn Ft. Collins — Hotel in Fort Collins

The room & amenities are wonderful. Alana, at the front desk is very sweet & helpful but managers Danielle Lowry (GM) & Darren Comfort (AGM) did not help. My flight landed at 12:20 AM in Denver. From there, I took a shuttle to Harmony Transportation Center (Fort Collins). I originally planned to land & go straight to the hotel (which is what my mother & I wanted/planned for). Mind you, she's been a Hilton member since 2006... but anyways, I booked this reservation over the phone with my mom using the reservation line & we used 80,000 of her points to book these 2 nights. I am coming from Dallas to celebrate my birthday & visit my brother at CSU. I called prior to make sure everything was okay with my check in. The reservation line did my reservation correctly. My booking was set for 6/29-7/1. I called the front desk (& I'm so mad at myself that I didn't get the representative's name) but spoke to a male & HE TOLD ME that I could NOT check in until 3 PM (called to make sure because that's what the app said) or 12 PM earliest... so with that being said, I stayed over night at my brother's dorm. Had I known I COULD check in, I wouldn't have done that. In addition, when I brought this to the managers attention, she said that's not true. She said she heard the representative I spoke with told me that I could check in at 2-3 AM (which is a bold faced lie). I called about 9:30-10:30 AM on 6/30 & was told I am already checked in (by who, I don't know) & my room is ready. Basically to sum it up, my mother & I reserved correctly but we were told from a staff member at this hotel, different/otherwise. The GM didn't acknowledge her staff's wrong doing & spoke with my mom on my cell phone (with no empathy & didn't even try to come up with a solution...) & basically said, figure it out. She just kept reiterating "like I said" & kept saying my check out time? She was not trying to help the situation AT ALL. Darren, at least was trying (I think?) I kept going down stairs (night of 30th) to ask him if he found anything out & he kept saying he is trying; nothing yet. Every staff member I spoke with acknowledged that this reservation was weird & was trying to help figure it out. As much as I appreciate the TRYING to help... there was nothing to figure out. A staff member at the hotel told me misinformation & the GM, Danielle... instead of acknowledging that & helping was disrespectful, rude to my mom (a long time member). Also, was told that it was considered a no call no show for the 1st night...? When I called many times? Why would I land at 1 AM to not go to my hotel??? We ended up just booking another night AT A DIFFERENT HILTON PROPERTY with another 33,000 points & paid the difference with Randy (a supervisor through the reservation line). We should not have had to do this at all but don't want to go sleep on my brother's small couch in his dorm on my birthday. I complained through corporate & I believe they're giving my mom her points back for one night (40,000). All is well but respectfully screw the management here. Being that I am in hospitality & have been in this industry since I was 15 (29 on 7/3), so 15 years... I am appalled at the actions of management & just not even TRYING to lift a finger to figure something out or try to help. Danielle, you need a...

The room & amenities are wonderful. Alana, at the front desk is very sweet & helpful but managers Danielle Lowry (GM) & Darren Comfort (AGM) did not help. My flight landed at 12:20 AM in Denver. From there, I took a shuttle to Harmony Transportation Center (Fort Collins). I originally planned to land & go straight to the hotel (which is what my mother & I wanted/planned for). Mind you, she's been a Hilton member since 2006... but anyways, I booked this reservation over the phone with my mom using the reservation line & we used 80,000 of her points to book these 2 nights. I am coming from Dallas to celebrate my birthday & visit my brother at CSU. I called prior to make sure everything was okay with my check in. The reservation line did my reservation correctly. My booking was set for 6/29-7/1. I called the front desk (& I'm so mad at myself that I didn't get the representative's name) but spoke to a male & HE TOLD ME that I could NOT check in until 3 PM (called to make sure because that's what the app said) or 12 PM earliest... so with that being said, I stayed over night at my brother's dorm. Had I known I COULD check in, I wouldn't have done that. In addition, when I brought this to the managers attention, she said that's not true. She said she heard the representative I spoke with told me that I could check in at 2-3 AM (which is a bold faced lie). I called about 9:30-10:30 AM on 6/30 & was told I am already checked in (by who, I don't know) & my room is ready. Basically to sum it up, my mother & I reserved correctly but we were told from a staff member at this hotel, different/otherwise. The GM didn't acknowledge her staff's wrong doing & spoke with my mom on my cell phone (with no empathy & didn't even try to come up with a solution...) & basically said, figure it out. She just kept reiterating "like I said" & kept saying my check out time? She was not trying to help the situation AT ALL. Darren, at least was trying (I think?) I kept going down stairs (night of 30th) to ask him if he found anything out & he kept saying he is trying; nothing yet. Every staff member I spoke with acknowledged that this reservation was weird & was trying to help figure it out. As much as I appreciate the TRYING to help... there was nothing to figure out. A staff member at the hotel told me misinformation & the GM, Danielle... instead of acknowledging that & helping was disrespectful, rude to my mom (a long time member). Also, was told that it was considered a no call no show for the 1st night...? When I called many times? Why would I land at 1 AM to not go to my hotel??? We ended up just booking another night AT A DIFFERENT HILTON PROPERTY with another 33,000 points & paid the difference with Randy (a supervisor through the reservation line). We should not have had to do this at all but don't want to go sleep on my brother's small couch in his dorm on my birthday. I complained through corporate & I believe they're giving my mom her points back for one night (40,000). All is well but respectfully screw the management here. Being that I am in hospitality & have been in this industry since I was 15 (29 on 7/3), so 15 years... I am appalled at the actions of management & just not even TRYING to lift a finger to figure something out or try to help. Danielle, you need a...

First, what I didn't like.

We went here as a family for a short family get-away. Unfortunately, we could only received about seven of the channels listed on the channel guide in our room. When I asked at the front desk I was told it was a problem with the service provider. Staying here for three nights, and not being able to get something to watch on TV as a family was a disappointment for us. We do not watch TV at home, so it's a treat when we're on vacation, as it's something we do together.

The ice-maker on the second floor didn't work. You can see the photo of the sign that was hung on the ice-maker.

The tub made a very strange sound (Room 216). When you stand in it, it sounds as if the bottom is cracking. It makes a loud noise as you stand in the tub, almost as if the sub-floor is about to give way. I don't know what the noise was, but management should have it checked out, as it was annoying.

Now, onto what I did like.

The hotel was clean. I liked that very much. The room was quiet. I liked that also. We enjoyed the warm breakfasts and the fresh fruit, and the friendly breakfast server.

The pool was clean and warm. I also liked the jokes (see photo) that the staff placed in the breakfast area to give a smile to your face in the morning. The day we had our room cleaned, we returned to an immaculate room with all the beds made and fresh towels. We also liked the to-go bags that they offer to those who are traveling in the morning and need a snack for on-the-go. Little things like this go a long way.

I wasn't too impressed with the front desk staff. They simply didn't seem to genuinely care about the issues I brought up and offered no remedy or solution to try to improve matters. What's happened to customer service?

Best of all, is that after our stay, I let the hotel know about my concerns. The manager, Hannah, apologized, said they would look into getting them fixed, and refunded one night's stay. I greatly appreciated her efforts at customer satisfaction. That's rare these days.

This hotel is located in a convenient location near many businesses, across the road from Safeway, close to a Domino's, a Texas Roadhouse, and Red Robin. It's also close to downtown Fort Collins, to Loveland, and a short drive to Horsetooth Mountain, or even the Rocky Mountains. If they see to the maintenance issues, I could...