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1733 reviews
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Apr 02, 2025Customer service zero & ADA compliant not so much
I was extremely disappointed with my recent stay. We booked an ADA-accessible room, yet when we arrived, we discovered there was no grab bar next to the toilet—a basic and legally required ADA feature. From the start, the customer service was lacking. When we checked in, the front desk associate was short and dismissive when we double-checked that our room was ADA-compliant. She also gave us poor directions, instructing us to walk past multiple elevators to reach our room. The next morning, we learned that we could have simply driven around the building to get much closer—information she could have easily provided. When I called the front desk to inform them about the missing grab bar, the response was shocking. The staff member questioned why a missing bar was a problem in an ADA room when it only needed to have a grab bar in the shower and then put me on hold for seven minutes. When she returned, instead of offering a solution, she told me to talk to the maintenance team next door and then hung up on me. Completely unprofessional. When I spoke with maintenance, I was again dismissed and told, “All ADA rooms have a bar by the toilet”. Only after I asked gem to come and check did they finally acknowledge the issue and move us to a proper ADA room. This experience was frustrating, unacceptable, and in violation of ADA requirements. Accessible rooms should meet basic legal standards, and staff should be trained in both compliance and customer service. I would not recommend this hotel to anyone needing reliable accessibility accommodations.
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Mar 23, 2025Another trusty Double Tree
Stayed here in February. Was centrally located to a lot of the area. The room was nice and comfortable and pet friendly. The on site food was good and plenty of additional options in the immediate area. Double tree tends to be a decent option no matter where you go.
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Mar 21, 2025
Vanessa management sucks!
Vanessa is the worst manager possible. I had nothing but problems for 2 weeks stay spent a lot of money here at the bar and at the restaurant. My heat went out my air went out it took them four times to bring me a coffee maker my room key did not work twice in one week and when I finally went to complain about it all she could say was it's not my problem. What is that about. I went almost two weeks without complaining about anything and Vanessa could not even accommodate me by saying she was sorry for the inconvenience what a s@@#@y manager she is. The bartender was awesome the food delivery was awesome the chef was awesome but the entrance failed completely the front desk and also the management. Sad sad sad I'll never stay at another Hilton again and that sucks because I was a major Hilton Honors customer but because of this I will no longer do it I hope someone cares enough to look into this and look at who Vanessa is
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Feb 05, 2025
Disappointing
Worst customer service experience to date. I purchased the protection plan and it’s taken me days and much back and forth to simply adjust my current booking. I’m being given the runaround even after purchasing the protection refund plan. I very rarely stay at Hilton properties so I don’t know if this is the norm. But please don’t be scammed by purchasing a protection plan they don’t seem to honor. OR they make you jump through hoops to even acknowledge it. Very disappointing and shocked because their competition (Marriott properties) manages their process flawlessly.
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Dec 27, 2024One of the Best
Excellent room with view of the mountains. Breakfast buffet was probably the best I’ve ever seen at a Hilton hotel. The food was great. Also, the TV was the biggest I’ve seen at any Hilton hotel (60-inch?). Hotel staff and front desk were super nice and polite. Hotel is located near downtown with plenty of restaurants nearby. One minor point—-only two Diamond member parking slots. More are needed for such a large hotel. To conclude, as a Hilton Diamond member, I rarely give a Hilton hotel “5-stars” (most are 4, which is still above average). Keep up the good work—you’re a stand-out hotel!