Hampton Inn & Suites Silverthorne — Hotel in Silverthorne

Wow, what an experience. First time ever being a Hilton Honors Member staying at this Hampton Inn definitely will be the last. For starters I have stayed at multiple Hampton Inn‘s before always had a pleasurable experience, when I checked in, I have a documented, doctor prescribed service dog which I provided the proper documentation for. The general manager, Vivian Shaw totally violated every Hipaa law known to the medical community by asking me “oh you have a service animal why do you have one.?what is it used for?” this is a question only a health department official or a medical professional can ask, total violation and that is currently being addressed with an attorney. After moving on from that, I took it with a grain of salt realizing who I was dealing with. First 15 minutes in the room I went to give my dog some water, turned on the sink and water started gushing out of the pipe under the sink. Water everywhere. Had to call the desk, they came and fixed a pipe. After that not gonna mention all trash cans in the room had garbage in it, they were never changed before they turned the room over to us. Then that night we turn the air-conditioning on because it was so hot in the room after the thing finally clicked on, which was about 20 minutes the fan sounded like a helicopter was landing on the bed. We called and they told us no one was on site to fix it, and they had no other rooms available. So, manager says to us “I have a set of earplugs if you want them” what are you kidding me I spent $400 a night over 1300$ for three nights, and your answer to my problem is earplugs? Next morning, 7 AM I went to the front desk told them we didn’t sleep all night because of the noise and the heat, we were assured at that point it would be fixed that day while we were skiing. 4:30 PM, we get back to the room there is a Hampton Inn business card on the counter saying maintenance had been there to fix it. It was hotter now than before in there and the temp read 78°. I turn the thermostat on and nothing happened. The machine that was supposedly fixed didn’t even turn on now. I called again, manager comes again, messing around with the thermostat for 15 minutes, finally it turns on, the helicopter was landing again. Nothing was done to the unit in the nine hours we were away from the room and it’s now 8 PM. We skied all day all I wanted to do is shower and sleep. But now they send another guy to replace the unit see pictures I posted. It was an absolute joke. Maintenance guy told us that there has always been a problem with the rooms being too hot, so now that shows they already knew there was a problem and still charge $400 a night during ski season. The new unit that was installed, took about 45 minutes start to finish and I had to help the maintenance guy install the machine because of its weight and he was by himself. New machine got the room to a freezing 74°, Which is nothing when you have been outside all day in the 20° weather, Vivian’s answer to this, “the machines aren’t made to cool the room more than that,“ so I asked for a different room. I paid for a “Mountain View, king suite, with a kitchen“ they showed me their other room, was smaller, no kitchen and it looked at the parking lot, never once mentioned to me they would charge me a lesser rate due to the smaller room we were forced to stay in the original room. During our three nights air-conditioning never fixed, never made it under 74, I gave up due to the fact that Vivian Shaw obviously didn’t care and it was ruining my attitude during a beautiful Christmas vacation, we just dealt with it. Once this nightmare had ended, Vivian Shaw sent one voucher good for a “standard room“ which it was around $120 at any other Hampton Inn, not the $400 a night we spent at her hovel. My wife decided to call corporate to get some type of answers. After approximately 10 phone calls and three voicemails, 12 days later Vivian Shaw decided that she had enough time in her life...

We checked in to our hotel late at night (06/11/20). We were in the area for a business trip, and we also had our two kids and their nanny with us. We decidedly to book a room at Hampton because of how impressed we were with the customer service skills of the woman at the front desk. She was super friendly over the phone! Although we usually try to find somewhere a little cheaper than what Hampton’s rates are, because it was late and we were tired, and because we trusted we would have a satisfactory stay given the price, we decided to book a room for two nights at Hampton Silverthorne.

However, due to cleanliness issues, we soon regreted booking a stay at this hotel. Upon arriving to our room, there were several things that we noticed were unsatisfactory and unsanitary, especially given the extra cleaning measures that are supposed to be taking place during this pandemic that we are currently in.

The first thing was that there was a plastic lid to a fast food restaurant’s cup on our air conditioning unit. While they may seem like not a big issue at first, when I stay in a hotel, I reasonably expect to not see evidence of any previous guest in my room. It also shows me that the room was likely not properly cleaned/sanitized or else the cleaning crew would have noticed that and removed it, wiping the air conditioning unit down.

That prompted us to look around our room to check for other cleanliness issues. When we went into the bathroom, we saw debris on the floor under the sink, which made it look like it hadn’t been fully cleaned. Perhaps the grossest thing we noticed was that the bathroom door looked like it hadn’t been cleaned at all, with not only smudges on the door in several spots, but it also had toothpaste from a previous guest smeared on the metal, round handle on the door. We went to the front desk to see what could be done and they offered to move us to a different room at 11pm. Exhausted, we moved our kids and everything over, did a quick scan of the room, and satisfied at the surface, we went to bed.

The next morning, we were again grossed out at our new room, however. When our nanny woke up and peeled back her sheets to get up, she noticed two large, yellow stains on the underside of the sheet, just by the head part of the sheets. Although the sheets did not have an odor, it is unsettling that we were covering up with deeply stained sheets.

I am not sure if these issues are because Hampton does not have high cleaning standards, or if proper training hasn’t been provided to cleaning staff, or maybe the cleaning staff just isn’t held accountable for how well they clean. Either way, I expect to stay in a hotel that has the highest cleaning standards for their rooms and their guests, and I am sad to say that our family was let down with the condition of both the rooms in which we were placed. Hampton should have higher standards for cleanliness all the time, but especially considering the promises to provide extra cleaning measures during this pandemic. It is very evident our rooms were not properly prepared for our stay.

I have emailed this review to management, but have not received a response. I hope that an effort is made to resolve the issue, and that proper training takes places with Hampton’s staff to ensure that other guests do not have these issues...

EDIT: I FIND IT APPALLING THAT THE OWNER/MANAGER OR WHOMEVER IT WAS WHO TREATED ME SO POORLY DECIDED TO COMPLETELY BRUSH MY GRIEVANCES ASIDE SIMPLY BECAUSE I AM A LOWLY EMPLOYEE WHO STAYS AT A DISCOUNTED RATE. SHAME ON YOU. I WILL CALL AND FIND OUT WHO IT WAS AND SPEAK TO YOU OVER THE PHONE SINCE YOU LACK THE COMMON DECENCY TO EVEN ACKNOWLEDGE YOU WERE IN THE WRONG HERE. YOU DID NOT EVEN CARE THAT I WAS OBVIOUSLY IN A VERY DISTRESSING SITUATION, YET YOU FELT IT NECESSARY TO LECTURE ME WHEN IT WAS NOT EVEN WARRANTED.

I would like to start out by saying I am a Hilton employee (night audit) from Walker, Michigan. We have a friends and family discount and I booked the room under my husband's name because his name was on the credit card. I was on vacation traveling through Colorado heading to Utah and decided to stay at this Hampton because it was recommended by a team member who had vacationed in Colorado. I would have given this hotel a 5-star review because the young man who greeted us at the desk around 10:30 pm was so warm and friendly and made us forget how road-weary we were. The rooms were great, beds comfortable, and breakfast was good, all as to be expected from a Hilton brand. Before checkout my husband and I had a disagreement and he took his bags and went ahead of me to the car. I was not too far behind him but I stopped at the front desk to let them know I was checking out and a very curt woman stopped me and started questioning my reservation. There were two other people behind the counter and other people in the lobby when this happened with me having a heavy backpack on my back and a heavy bag in each of my hands. She said she was thinking about my reservation and did not understand it and had questions. I assume this was the owner. She told me that I should not be making reservations under my husband's name and did not know how I was able to be checked in. She went on to tell me I could be denied check-in by places and that it was something I should think about. I told her THREE TIMES my husband was outside mad at me and the reservation was under his name and the cc was his name and he was going to leave me there but she would not let up. She did not even ASK me about how the reservation was made or if my husband was listed as my spouse and would therefore get the same discount as me OR as if my husband was even with me. It was so embarrassing. I did everything the right way and she insisted I was wrong. Horribly embarrassing. Horrible way to start my day. Will NEVER come back on my twice-a-year trips out west. Making assumptions about your guests is a really great way to lose business and this never would have happened had common sense been used. I am.proud to say that this never would have happened at my hotel. Feel free to contact me directly with the phone number I put on file with the reservation. I look forward to your canned response with your "most sincere apologies". Please make sure to give five stars to the awesome host at the night desk and the hard-working housekeeping staff. I...