Worst experience ever at a hotel
Reviewed 5 July, 2021
We had to move rooms 3 times because there were bugs crawling on the walls, windows, and floors (I took videos to show the staff). Rude staff. Made us wait 2-1/2 hours in the lobby (we arrived at 2:30 and this wasn’t handled until 5 pm) because the manager had left hotel in middle of the afternoon on a holiday weekend for some reason. And, the front desk said they couldn’t do anything else….not a different room, different hotel, discount the room rate, attempt to get rid of the bugs, nothing!! Completely unacceptable and disgusting! The manager finally arrived and got us into a different room (not the same type and we had booked by the way) and there were no bugs…at first. By the evening they were inside this room as well (took more video). The hotel was sold out, so there were no other options…. I just had to kill what I could see. On checkout, Tom told me it was my “fault” and he would do nothing, not even adjust the rate “one dollar!” Again, rude & completely unacceptable! I even tried contacting customer service and they said because we were still there they couldn’t do anything. By making us wait in the lobby for 2-1/2 hours for something that could’ve been handled in minutes, completely ruined our vacation plans for the day with the family that afternoon, got a horrible night’s sleep because I had to kill bugs to keep them away from my wife and kids while they slept, and was told it was “my fault” in the process by Tom at checkout. Tom also said they get bugs this time of year and it’s “no big deal”. If this is a known problem, then they should say so, so we can choose to either accept that standard or choose to stay somewhere else…which we obviously would have done! Finally, I don’t think it’s acceptable for the manager to want to do less to correct the situation because she feels we didn’t pay enough for our room. Just because we booked early and rates had gone up since then, doesn’t mean we should expect less (good customer service, cleanliness, NO BUGS!!, etc.). Worst experience ever hands down! And, what’s the point of being a “Hilton Honors Member” and using their credit card, if this is how your going to be treated. This hotel (with the exception of the housekeeping supervisor who just wanted to make things right and was told no by the front desk staff) is giving Hilton Hotels a bad reputation!
Beware, the online checkin does not give u the room selected
Reviewed 3 July, 2021
I had horrible experience. The room that I picked during online check in was not the room assigned to me. The room was really not to my expectation. The bathroom did not have a latch. Also the bed creaked and I had bad sleep.
Loved Our Overnight Stay in Glenwood Springs
Reviewed 1 June, 2021
This is a new hotel property in Glenwood Springs, with 3 floors, convenient to I-70, but far off the highway so that there was no road noise. It is across the street from Glenwood Caverns Adventure Park.
Our room was very bright and clean, with new decor and carpeting. We had a “suite” with a mini-fridge, wet bar and sofa.
It featured lots of USB ports and electrical outlets. Lighting was good, and there were plenty of towels. The air conditioning worked great, and was very responsive to thermostat changes.
There was a COVID-clean sticker on the door, and the room was super clean. We used the contactless Hilton key, which worked fine. Also did electronic check-out through the Hilton app.
We did not eat the included breakfast.
We experienced no problems with this property, and would definitely book another stay on our next travels through Glenwood Springs.
Reviewed 18 May, 2021
I already submitted my issue with the beds but other than that there was no other issues with this hotel I really recommend it to anybody wanting to stay there. Great front desk staff, well stay there again
One night getaway.
Reviewed 18 May, 2021
We decided on a overnight getway and choose this hotel because of the reasonable price. Room was clean and comfortable, breakfast was very good, and the provided coffee and tea in lobby eas a welcome touch.