Embassy Suites by Hilton Denver International Airport

Close to airport

Couldn’t get a Mountain View room

Location

Nothing

We needed a one night stayover near the Denver Airport and decided to pay a little more for the Embassy Suites after reading favorable reviews. Our experience had some major issues and I can't recommend it if you plan to use their airport shuttle. As Hilton Hhonors guests, we received an advance email from the general manager with explicit directions on where to stand for the airport shuttle, so first impressions made us look forward to our visit. The letter also stated that there would be an $8 round trip shuttle fee paid at the front desk, which was different than the reservation confirmation made a week earlier which stated the fee was $5 but, OK. As directed, we waited outdoors for the shuttle at about 4 pm on Island 3 outside Door 582. It was a Wednesday in early December and surprised to find a very long line of people and luggage waiting. It turned out that almost everyone was waiting for the Embassy Suites shuttle (though the stop is shared with other hotels). A family with 4 children said they had been waiting for over an hour, standing in the 30 degree snow. When the shuttle finally arrived, only about 10 people could fit, leaving another 20 behind. I asked the driver how many shuttles did the hotel have and he said "just one, me" and it is shared with the LaQuinta. (Noted for the future: A polite IHG Atwell Shuttle driver literally got out of his van and walked along the sidewalk asking each of us if we needed the Atwell Shuttle.) We ended up taking a taxi rather than wait another hour or more. We took a tax that had no number identifying it, which should have been a red flag. When we arrived at the hotel and described the airport scene, the clerk said "there's nothing we can do, the shuttle is under a contract." (Our frustration was further exacerbated by a taxi driver who refused to use the meter and said it would $50; we demanded to be let out and then he said "well how much do you want to pay?" When I replied $25, he replied "$40" and that is what we ended up paying. I asked for a receipt and he handed me a blank with no taxi name or number, told me to fill it out myself. And...he got lost on Tower Rd so when I told he we had passed the Embassy Suites 3 blocks back, he got angry at me for "talking too much.") The final straw was when our checkout bill showed we would have to pay the $8 for the shuttle (though we were just using it one way for the return to the airport). The best parts of the hotel are the breakfast (made to order omelets) and the two-rooms with a microwave and mini fridge with two tv's. The carpet was worn, the in room coffee average taste, the evening reception disappointing (gorp, humus and crackers, plus Sutter Home red and white wines plus Coors and one IPA and basic mixed drinks}. Housekeeping left us a dirty sock from a previous guest when I opened the drapes. There is a dining option with a very limited menu; we ordered burgers & chicken tenders, each for about $20 that came with fries. Not memorable but it was food. The room had two water bottles and a tag saying the water was free for Diamond/Gold/Silver Hhonors members, $3.00 each for everyone else. The coffeemaker had cardboard cups, liquid creamers with 2 decaf and 2 regular "Rain Forest" brand packets. Told front desk about the shuttle chaos; her reply "It's under a contract, there's nothing we can do about it." Despite telling her we took the taxi, we found the $8 RT shuttle charge on our bill at checkout. I subsequently complained and it was removed. Summary feeling: I did not feel pampered at this location and there are plenty of other Tower Road options that I'll try in the future.

It was convenient for walking. The property itself was clean and welcoming.

I enjoyed this hotel because the staff were super friendly, accommodating and welcoming. Most notably I interacted with the front desk manager, Mike and Kellie. There were several large family groups celebrating Christmas while we were there. The staff was super patient with these groups. I was very impressed. My granddaughters also enjoyed interacting with the man that works the breakfast buffet, too. He was super nice to us and worked so hard to make sure everyone had what they needed. My daughter, two granddaughters and I were there to celebrate our Christmas, too. We will return to this location because of the staff we met and enjoyed.

No complaints from us.

Shuttle to and from airport great for a diverted flight

The garbage can still had some gunk on the rim. I touched it when I went to move the can closer to the kitchen area.

The front desk at Embassy Suites is less than helpful and even rude. If you want to me met with snarky answers to your questions or just plain unhelpfulness, than park your car here. We paid to park here over a long vacation and when we flew back into Denver, the shuttle to the hotel is supposed to run on the 15 and the 45 of every hour. Well, that’s a totally lie. We went out to meet the shuttle exactly where it said about 5 minutes earlier. We walked out there with our 3 small kids in weather around 20 degrees. As we approached there were other families with small children as well. We wait for the shuttle and wait and the 15 mark passes…we call the hotel to see what’s going on and are met with a rude front desk lady who could care less. Come to find out, the shuttle missed THREE pickup times meaning it was now backed up. It only holds 10 people so that meant when it finally arrived 45 minutes later, we all couldn’t fit on it and basically the front desk told us to all wait in the cold. This hotel only has ONE shuttle where all the other hotels (we saw them all pull up) has multiple! We ended up having to take a $45 taxi (which was a scary ride) back to the hotel to get our car. There were multiple other couples and families that experienced this same thing and the hotel was super unapologetic about the situation offering absolutely no remorse. Don’t stay here or park your car at this terrible hotel!