Customer Ratings & Reviews
TripAdvisor Traveler Rating1488 reviews
Shuttle from Airport is a joke
Had to wait over an hour for a shuttle that never showed up. Had to get a Uber to get to the hotel. Paid for a suite and got a room. Breakfast was excellent. Close to the Airport but the shuttle service was unsatisfactory
Excellent service, super bartender Julio
Excellent stay & friendly staff, especially Julio. He was very friendly and helpful….helped us find local spots to visit before we leave the Denver area. The breakfast was good and the omelet bar was amazing and everything was fresh!!!!!!
Customer service sorely lacking
If you are catching the shuttle from the airport it runs on the :15 and :45. You are looking for a Black Mercedes van, which will just roll by and not stop. “Embassy Suites” is small on the front door and if other vehicles are in the way all you might see is “Rocky Mountain Coach" on the back as the van rolls by. There were several of us out there who didn’t see it. There was no response from the Hilton App message center and no one answered the phone for 40 minutes. The shuttle needs to at least pull in and park for at least a minute to give everyone out there a chance to find "Embassy Suites" on the door. A dozen other hotel shuttles had drivers beside their vans calling out the hotel names. Many of them came by twice while we were waiting. We ended up taking the Tru shuttle and walking to the Embassy next door. When we arrived there was a line of a dozen people waiting to check in. My digital key wasn’t working for the app, so we had to wait. There was only one person working the the front desk. Honestly, his great attitude redeemed the hotel’s horrible first impression. His name was Kameron. He was friendly, efficient, and apologetic. In a hotel that size (or any size) he should have had some help at the front desk. It was 7 pm and the restaurant was already closed. The room was nice. Breakfast was wonderful. When I went to sign up for the shuttle back to the airport the young lady at the front fest had ear pods in. She did not return my greeting and pointed to the shuttle log when I asked about it. Except for Kameron, the customer service is totally lacking. But if you don’t mind waiting 40 minutes for a shuttle, 45 minutes to check in and not have any food options, the bed should suffice.
We planned a dad and daughter trip to go snowboarding at Winter Park for a few days but our flights arrived about 3 hours apart and at night. Not wanting to brave the elements on I-70 at night and risk a late night check in at the Airbnb we decided to stay at an airport hotel for the first night. I arrived first, picked up the rental car checked into the hotel, then went back to the airport to retrieve my daughter. Because the hotel charges $16 for daily parking and car rentals are so pricey these days, I would, in retrospect suggest taking the hotel shuttle to check in and back to the airport to catch the rental car shuttle in the morning. Better yet take an Uber to the rental cars or use a local Turo car rental. The hotel was clean and quiet. Breakfast was good and the suite room allowed us to have separate sleeping arrangements with a door between in case one of us snored. Overall, the hotel was great. I wish they didn’t charge for parking as it is outdoor parking, the same as most mid-priced hotels. Perhaps it is to deter airport parking but I needed room validation anyway so I think it is a way to extract more revenue and still keep the advertised nightly rate competitive.
So sad - I usually can trust a Hilton place, and wanted to try somewhere else besides our normal chain. This one is so sad. Rooms are ok, but you expect exceptional service. They could not care less - went to get something to eat in their restaurant - waited 50 minutes for our order, asked the manager if it was coming because there was food waiting under the lamp for 15 minutes, he just responded it is not yours’ and turned away. Maybe because there are no close restaurants for competition, they feel they do not need to care. Glad only one night stay - would never stay here or trust an Embassy Suites again. Glad to go back to normal chain.