Address: | 7001 Yampa St, Denver, CO 80249, USA |
Phone: | +1 303-574-3000 |
Site: | embassysuites3.hilton.com |
Rating: | 4.1 |
AB
abby mendoza
My husband and I stayed at this hotel two nights ago. Our stay was amazing. The room was comfortable and cozy. Most of the staff was friendly. BUT one. My husband and I got there around 11am. After being told check in was at 11 by a person over the phone. We found out check in was 3. We just dropped off our rental in downtown Denver and took a Uber to the hotel because we were flying home the next day from our vacation. And before that we were in the car for over 12 hours driving back to Denver. So we looked rough and all I wanted to do that morning was take a shower. We had no where to go with no vehicle. We expressed this to the front desk lady. And she understood. After we told her a man named Rob came out with an attitude telling us check in is at 3 and that the housekeeping does their best to clean as quickly as possible. And we understood that. There was no need for the attitude. The lady (didnt catch her name), took my number down and was going to call us when a room became available. So we WAITED in the lobby for three hours. We were in clear view of the front desk (again we literally had no where to go and no way of leaving). We went from the restaurant area to the couches right in front of the desk. We even had lunch at the restaurant. Our server Deaunte(?) was great to us as well. It was so embarrassing to wait there for so long. My husband fell asleep in the couches. We looked like homeless people. Im not sure if they let us wait so long thinking we would leave? I felt judged. We always stay at an embassy suites any chance we get because we love the rooms. I felt so judged by Rob. He acted like we couldnt afford it. Around 1pm, I saw several groups of people check in. At this point I was frustrated and embarrassed by sitting on the couch for so long. Rob knew we were there because I caught him looking at us several times. I went to the front desk in tears. Like I stated, we were on a 12 hour drive and all I wanted to do was shower and clean up. My husband saw me crying and got upset too. He firmly asked Rob had there been rooms available this whole time. Again with the attitude he told us NO really loud and then checked us in? If there wasnt a room available, why were you able to get us one at that moment. He showed no remorse to the fact that I was in tears. The rest of the night went well. We were cozy and comfortable. No once did we ask for anything or complain. We even ordered room service that night. The room was amazing as always. But the service we got from Rob was beyond terrible but people like deaunte and the other staff were amazing to us and we decided to stay. Im not sure if Rob needs further customer service training or what. But this was not the only instance he was rude. Just prior he was yelled and by another woman with kids. I dont believe this place deserves one star because we enjoyed our stay. But the service we received that morning from him is the reason why its not 5 stars.
BR
brandi berg
I love Embassy Suites, but this location did not earn 5 stars with me. If there was a 1/2 star i would give it 1 1/2, but because i liked a few things (and I mean only a few) I went ahead and gave them 2 stars. Again, this particular Hotel has its good and bads, but mostly bads. We have stayed at other Embassy Suites in Denver and were treated like royalty. NOT HERE. The staff is rude, with the exception of the wait staff in the resturant and the bartender. Cook/chef making omelets, eggs, etc. acted as if we were bothering him when we asked for our made to order omelets or bacon/sausage. Breakfast set up needs to be changed. The buffet style is fine. But they need to move the other hot items to another location, along with the drinks, as the line was outragously long (Embassy Suites Southeast has the perfect setup) No discounts here. Not even during a long stay. When we stayed at the other Embassy Suites they tried to get us to stay an extra night by offering a lower rate - kuddos to those other locations in keeping the customer happy. The maids did not clean our room during the 2nd night. Claimed there was a do not disturb sign on the door, which was not the case. Also, bathroom has hair all over ceiling. Took a towel and wiped it down. Something maid should be doing after every stay. One good thing was the pool and hot tub set up. The hot tub is located outside, which was nice. And the pool is a nice size. However, towels are not stocked in a timely manner. I took the kids down to the pool to get one last swim in before we left. When we arrived, there were not any towels. Three other families walked in at the same time as we did. I advised the front desk that there werent any towels and about 20 people in the pool needed one. After waiting over 40 mins, the maid finally arrived with the towels, but only 13 of them. I would think they would be better prepared. The Managers Reception was good and bad. The Bartender was awesome and on top of things. The selection of liquor was good. On the other hand, the crackers were stale, along with the one kind of the black olives. The popcorn was only popped once. For a 2 hour reception i would think they would be on top of making sure the food was stocked. Overall, if this particular Hotel changed a few things, being service to the customers and set up of breakfast buffet, they will earn 5 stars from me. But biggest things they need to work on is CUSTOMER SERVICE!!!!!
DI
Dina Krain
The hotel is a mixed bag. My room was very, very comfortable. Quiet & smoke-free. On check in I discovered housekeeping had missed a dirty table top, candy wrappers in the bedroom trash, and a dirty mirror in the bathroom. Breakfast is the typical offering of healthy & not so healthy food offered in every motel & hotel in the U.S. Its served buffet style by friendly staff in a large, pleasant, well maintained, dining room. The sundry supplies are very limited especially given the hotel is far from stores of any kind. I needed lather & hair mousse & they were not offered for purchase. The front desk clerk embarrassingly told me the hotel was out of the free samples of lather the hotel claims to provide. He left it at that. Not an issue for me, but would be for a guy going to a morning business meeting. Weirdly, the hotel rooms lack a safe. On the other hand, Matthew, the assistant front desk manager couldnt have been more helpful. He had checked me in the night before, and granted my every wish. I complained to him about the lack of the lather the hotel promises to provide and he opened up the supply area and personally brought to my room two cans of the stuff. But one doesnt want to hope that Matthew is on duty during your stay. As far as the airport shuttle is concerned, the hotel has two of their own. But in real life it takes time for the driver to get to the terminal, drop off passengers at various airlines & get back to the hotel. This will take more than 15 minutes so expect to allocate a minimum time of 40-45 minutes. Do book the shuttle WHEN YOU CHECK INTO THE HOTEL. That will save you a real scare in discovering the night before your flight there is no seat available for you on the morning shuttle. My bottom line is the hotel is not up to the standards of other hotels in their price range. I recommend considering staying elsewhere. There are lots available in the immediate area.