100 Reviews
Homewood Suites by Hilton Colorado Springs - North
Colorado Springs|2.37km from Safeway
We booked this place based on great reviews and the kitchenette option for an extended stay at a conference so we could prepare most of our own meals. At first glance, the rooms are well laid out, good natural lighting, decent water pressure, good sitting area separated from the bedroom and a separate shower/toilet area from the main sink/mirror area. Front desk gal was super-friendly and efficient at check-in, and the room appeared as advertised on the website. The place clearly has great potential. But things quickly went south after first impressions, particularly with housekeeping. We unloaded food, suitcases, etc and got settled in and ready to prepare our first meal and found very little cookware or dishes on the shelves. Then we checked the dishwasher--it was full of dishes, which was great...but they hadn't been run. Not a deal-killer and it was late, so we ran the wash cycle and improvised. Then we found one of the trash cans didn't have a liner. Again, not a big deal, just inconvenient. Then we found the microwave turntable had old food and crumbs all over it. Gross, but could have been overlooked. Then the kleenex box gave up the last tissue and not a replacement in sight. Again, inconvenient, but not a big deal in and of itself. But when we finally prepared to go to bed and turned down the sheets, we stopped in our tracks. The linens had very obviously not been laundered or changed, housekeeping just re-made the very dirty, hairy and stained bedding. Disgusting. We called the front desk and the check-in clerk was very nice and apologetic, but all by herself with no support staff at all. However, she personally ran up fresh linens for us. We *****ped the bedding and re-made our own beds at 10:30pm, albeit with some apprehension about the pillows themselves, and made do. The front desk clerk said she'd leave a note for the manager to resolve this problem and said he would be there the next day. By noon we had not heard a word from the manager and so we went to the front desk personally and re-told the story directly to him. While he was polite, his response was incredibly benign and quite unhelpful. He even made mention that he'd heard similar complaints about other rooms! His sum total of a solution was ”I'll be sure to have some words with housekeeping. Thanks for letting me know about this.” Really!?!?! How about some words right now and getting housekeeping up to that room on the double and fixing the problem? How about offering to move us to another room? How about a discount for the dismal state of the room? I'm not a hotel manager but I can think of a dozen better ways to treat a guest than ”gee thanks, I'll talk to housekeeping and it sucks to be you, but enjoy your stay.” We're not confrontational people, and perhaps we should have asserted ourselves in a more robust manner, but given the manager's attitude, I don't think it would have mattered. However, we would be terribly remiss in not warning pot
Excellent
78 Reviews