Embassy Suites by Hilton Colorado Springs

The breakfast was supposed to run from 7 to 10 on the weekend, but by 8:30 they were out of plates and the food hadn’t been replenished. I mentioned it to the front desk and nothing happened. The same thing happened when I reported the dog in the hot tub. We chose this hotel on purpose for the whirlpool, and guests had their big dog soaking there despite other people’s dog allergies. I asked for some kind of compensation and never heard back from the woman at the desk. There wasn’t much choice at the complimentary happy hour, either. We sat at the bar for 30 minutes while the bartenders served everyone who walked up before us. The room lights didn’t work, and although the carpet seemed new, the rest of the room was gross and the mattress smelled. I couldn’t find anything positive about this reservation. This felt like a two-star hotel, with nothing three-star about the experience. Holiday Inn Express gave me more professional and friendlier service.

The one bright spot was Charlie, who was working incredibly hard to do what he could. The rest of the stay was a mess. The hotel was very dark, and construction debris was all over the place, including paint buckets, torn-up carpet, and tools. Nobody had told us about the construction when we booked online. The hot tub was out of service, too. Our room was 86 degrees when we checked in. Khalaya at the front desk said she’d call maintenance, but after 45 minutes we still had no update. Three hours later I found the maintenance worker in the hallway and asked him to look. He said no one had told him about the problem. Khalaya lied to everyone who came to the desk that night. The free drinks and reception were a joke. We waited 45 minutes for drinks, and the food was gone in 10 minutes. Breakfast was much the same, with only two people working, empty food stations, and no plates or cups. The front desk employee had a terrible attitude, and the hotel was seriously understaffed. A horrible stay. I expected more from an embassy.

After more than 25 years of spending our holiday weekend here, we may need to find another place. The staff were friendly and the bartenders were amazing, but so much else felt run down and dirty. The pool and hot tub water was cloudy, the worn mattress was uncomfortable, and having two elevators out meant long waits for the two that still worked. Breakfast was okay, just not as good as usual. The building was very cold this year, maybe because of the renovation. Our room never got above 62 degrees, and we had to wear jackets in the lobby and restaurant/bar, which made it hard to enjoy food and conversation with family. They used to put up fun holiday decorations, but there weren’t any this year.

One warning from my recent reservation: after I booked directly with the hotel, I agreed to take a satisfaction survey and was transferred. The people on the phone asked where else I liked to travel and whether I was interested in timeshares. I gave them my email, thinking I was still talking to the hotel. The next day I found a huge timeshare charge on my credit card. The hotel said it wasn’t affiliated with them and had no idea what I was talking about. I’m trying to dispute the charge, but it’s a huge hassle and I’m getting daily overdraft fees on a card that didn’t have money on it. I’m not rich, and this was supposed to be a special treat for my daughter’s 11th birthday. Just be careful if you get transferred after making a reservation. I hope I can sort it out and still afford to stay. As for the hotel itself, I think it’s amazing. I’ve always had excellent stays here. I bring my kids and their friends, book adjoining rooms, and they have a blast. I’m planning an 11th birthday party here this weekend and expect we’ll have a great time. The food is always great, they love the pool and hot tub, the rooms have always been very clean, and the staff are very friendly.