The rooms, property, and location are great, as is Rebecca at the front desk. The rest is awful. As I am disabled due to a severe anxiety disorder, necessitating a service dog, I carefully considered all the Hilton properties in Colorado Springs before choosing this one based on its great reviews. Big mistake! I am also a Diamond member, not that it seems to matter.
Our first two nights (out of five) were nice. On the third day, we missed our cleaning because we left the room too late, just before noon, though housekeeping supposedly works until 3:00. Still, no big deal, as we scheduled them to come the next day at 1:00. They knocked that morning at both 9:00 and 11:00, with us reminding them both times that we had them scheduled for 1:00. When we left around noon, we put the comforter and top sheets on the floor, as we wanted them changed, along with a tip on the counter. When we returned that evening, the tip was gone and the dirty sheets and comforter were back on the bed. So, my young adult daughter had to get bedding from the front desk and change the bed herself.
One of the evenings, we did not return to the hotel until 10:00 at night, only to discover that there was no parking. There is only one moderately-sized lot, in which two small trailers had taken up six total spaces (one for each trailer and an empty space on each side guarded by cones). Another two spaces were occupied by a single truck that had pulled too far forward. So, after circling for five minutes, someone pulled out of the furthest away spot, which we took despite that I have a handicap placard and am a Diamond member.
For our last two evenings, nights, and mornings, there was constant loud running and thuds in the room above us. Perhaps a child or maybe a herd of elephants? We complained both days to the front desk, with no real change.
The final disaster happened the morning of checkout. We took our luggage down to our car at 10:45, left the “do not disturb” sign on the door, and told the housekeeper working on the room next door that we weren’t leaving yet. I had NOT checked out on the app yet either, as everything indicated a noon checkout time. Because I am disabled due to anxiety, someone in my family always goes back to check the room after we load the car.
When my aforementioned daughter went up, they housekeepers had already started cleaning our room, despite it being 11:10 or so. The lead housekeeper called down to the front desk and claimed that we did not have a noon checkout (this is the official checkout time for all guests, mind you, as stated multiple places), while they continued to clean. Finally, she stuck her phone in my daughter’s face and let her speak to Warren, the front desk manager, who told them to stop cleaning so that my daughter could check the room. While they did, they left water and chemicals all over the tile floor and cleaning supplies everywhere. Once my daughter was finished, she spoke to Warren at the front desk, who said he would “see what he could do” as remediation.
My daughter came back to the car in tears, at which point I tried twice to call the hotel, but with no answer. I also used the chat function in the app, but had little hope of receiving a response since they had not answered a previous message that I sent about the parking.
I officially checked out, using the app, at 11:45 a.m. Warren responded an hour or so later that he had comped ONE night for our trouble (the least expensive night, of course). Needless to say, we believe that this is the absolute least that could be done and expected more. The housekeeping management and customer service at this hotel is very poor, at least in our experience, and resulted in more anxiety than rest. We certainly won’t be returning.
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