Hampton Inn & Suites Denver-Cherry Creek — Hotel in Glendale

I am visiting from out of town with a party of 4. Prior to June 27th (48 hours in advance) we were promised early check in. On the day of we called to begin the check in process at 10 AM. We were put on hold a few times and transferred to several people. We were told that all of the rooms are booked and that the earliest we can check in would be 3PM. After expressing to “Doug” and a few other representatives that we were guaranteed early check in, Doug said that we could do a 2PM check in as opposed to 3PM.

We as the customers decided to make a compromise despite being promised early check in, despite coming off a 7AM flight, and despite needing to shower, eat, and mentally regroup. We would check in at 2PM.

When we arrived at 2PM to check in. We were met by the staff member Doug (quite defensive and condescending). He said that he may have spoke to us over the phone a few times already about checking in at 2PM but all of the rooms are still booked and we will need to wait in the lobby until 3 PM.

Of course we were not happy with this verdict. Who would? But we coped as best as we could.

While we waited in the lounge an hour and a half this “Doug” character did not make any accommodations for THEIR mistake. No refreshments, apologies... No calls to management or any actions related to making sure those who were supposed to check out, would check out so that we can have our room - “the executive suite” they call it.

As a matter of fact, while we waited Doug checked in this White couple with a “Diamond Membership”. We were told all rooms were booked but these individuals were allowed to check in because they had a membership? Where did this room come from if you were booked? Secondly, I thought this was first come first served...?

At 3PM we waited for Doug to check us in as he sees we’ve been waiting in the lobby for an hour already in misery. We waited for 15 minutes to see if Doug would make up for his lack of social skills and customer service etiquette and mostly importantly his employers mistake (misinformation or whatever ever story the Hamptons Inn wants to recite as a way to justify this disgusting experience) by taking the intiative to come over and check us in. He failed to even do that.

At 3:15PM as customers we decided to come over to Doug (who decided that he would ignore us) and take the initiative. When we did take initiative we were met with his nasty attitude thus making our impression of this hotel even more disgusting and distasteful. He rolled his eyes and said “don’t put words in my mouth” “sit down and wait because we are still booked!”.

We are educated, well to do customers paying to be treated like second class citizens. Why? And where is this attitude coming from?

After waiting for another 15-20 mins we decided to talk to Doug’s manager “Erica Olenick” to tell her about our experience. She was defensive, posturing, inflexible, and just as condescending as he was. If not more.

She had a forced sarcastic smile, bobbing her head frantically up and down dramatically, and recited several lines defending a mistake and an experience that may or may be her fault.

These are very interesting people and I’m not accustomed to dealing with people who do not have social etiquette. The idea of someone (a “professional”) 3-4 times my age acting “nice nasty” is such a turn off and at this point these two individuals embody exactly what is wrong in America with our current social and political climate. That are paid professionals for god sake.

When we finally go to our room, it was not ready. We had to request towels, blankets, soap, lotion, etc. The dishwasher was quite interesting. Old. There was a pull out couch. Our keys did not work for the room...

We will be contacting corporate, reaching out to the BBB, and Erica's supervisors as a way to advocate for additional training and remedy this unique and...

I have had such consistently positive experience with Hampton inns. This is the exception.

The business center has 2 outdated computers that still have Internet Explorer as their primary browser. As a normal user you can’t change this which means you can’t get online and the computers don’t work. I asked the front desk for assistance and the very nice gentleman told me they are aware of this and told me “management knows and we are working on updates” I believe Internet explorer was phased out over a year ago which means they have dysfunctional computers times one year with no intent to fix them.

Similar tech issues with the printer. It is not a Wi-Fi enabled printer and since you can’t get on a browser you actually can’t print anything.

So they market that they have a business center but they don’t. They have a room with two chairs and a very high desk and dysfunctional technology.

Laundry room: has two washing machines and dryers. One of the washing machines is broken for how long? I would say since 1989. This is a hotel that is marketed under a “stay to play” arrangement for travel sports teams. One functional washer is a huge problem when the hotel is full with athletes for a week. So another service that’s marketed but actually is a misrepresentation of what is available.

Housekeeping: they say if you want housekeeping you have to come tell the front desk in person in the morning between nine and 11. Elsewhere it says housekeeping will be provided on the fourth night of stay. I requested housekeeping last night, was told I was on the list and this morning at 11:30 was told because I didn’t request it this morning we could not have housekeeping.

I’m a parent of a team staying in this hotel for almost a week. As a group we have rented 10 rooms. So that means we have 70 nights of stay among us.

I asked to be able to use the conference room for one hour last night. And was told it was unavailable.

When I inquired further I was told there wasn’t any reservations on it and no one would be using it but there would be a charge if we wanted to use it. When I said I would be willing to pay or we could be reasonable and I would acknowledge that some of the things about what they have provided to us aren’t perfect and that this room would really help us they told me management would call me back.

Management never called me back.

The conference room stayed locked and empty.

One employee of the hotel did try to help us but his attempts at high-quality customer service were clearly overwritten by whomever he had to call.

The first room they gave us when we checked in also had a broken thermostat, a tear in the carpet, very stained carpet , a tear in the wallpaper of the bathroom and a hole in the mirror.

Additionally the communal space in front of the front desk is not air-conditioned. so if you want to spend time together you do so in about 75 to 80° temperatures.

I don’t know what is going on with this hotel but while it is not awful I would not stay here again. Especially not for the rate we are paying at night. And attitude toward customers, particularly a group that is paying for over 70 cumulative nights is catastrophic in terms of customer care.

Super disappointing. I will be contacting Hilton/Hampton Inn corporate with my frustration.

There is nothing about this Hampton Inn that reflects that they care about their customers. There are a number of other similar hotels very close to this one and if we come here in the future we will...

It wasn't bad at all . The rooms aren’t the nicest but they’re not terrible either. Definitely not the cleanest and you have to wear flip-flops or socks because your feet will get very dirty because the rug is old probably could use a shampoo . The AC makes an annoying noise all night when it’s turned on but I think it’s because the AC system is probably older or the filter needs to be changed . but it does get cool in the room. However, sometimes the thermostat doesn’t turn all the way down it kind of gets stuck so you have to press it a few times . The location is great it’s in walking distance of Barnes & Noble and Whole Foods and a few other stores. The staff is OK some staff members are nicer than others but Chris was really nice he was one of the staff members that I interacted with and then there’s one staff member that’s there almost every single day and you can pretty much tell she doesn’t enjoy her job she just tolerates people . The price of the hotel isn’t bad I stayed there for quite some time and I didn’t spend more than $300 I think only one night I spent $300 the rest of the nights the hotel is between $170-$250. my only real complaint is getting towels and toilet paper they weren’t so good about answering the phones during the day which is weird because for a hotel where there’s people I feel like someone should be answering the phones and then there was nobody at the front desk a a lot of the time when I stayed there in the middle of the day which is a little bit frustrating because when you do need things someone should always be in there at the front desk in my opinion especially with the amount of hotels and places I’ve stayed I also really don’t like how they have you come down and get the toilet paper and towels someone should bring that stuff to you I mean thats kinda of the point of the hotel. Also some of the staff members weren’t super nice the only memorable staff member that was really nice was Chris and then a couple of the older gentleman that work during the week overall it’s not the cleanest rooms but they’re decent and there’s no bugs or anything so I didn’t mind plus the beds were comfortable but the staff definitely needs to...