Hilton Garden Inn Colorado Springs Airport

The room's lighting was a real nuisance. There was no overhead light, and the only bathroom light was in the shower, leaving the mirror lights behind you. That made doing makeup, hair, or shaving irritating. The walls were also so thin we could hear the next-door guest use the toilet and shower. My wife and I came to Colorado Springs for my daughter’s wedding. I'm a Hilton Honors member and until recently was Diamond Club, and I usually choose Hilton because I expect a certain service standard. This stay fell well short. I've never before been asked to put $400 on my card for “incidentals,” even at a higher-end property. The manager was only minimally cordial. Aside from housekeeping, the people we encountered didn't show much sense of service, and the bare minimum seemed to be the norm. The hotel was adequate, but it didn't meet what I expect from Hilton. I can't recommend it, especially to anyone expecting Hilton-level service.

The housekeeping was very hit or miss during my weeklong work trip. Getting fresh towels or having the room cleaned was a struggle. I used the texting service and eventually reached a person to request service, but that didn't lead to the room being cleaned. I've stayed at plenty of Hilton Garden Inns and other mid-range hotels for work, and this location was surprisingly below average. Otherwise, it was a typical Hilton Garden Inn stay.

I couldn't get back to sleep after being woken at 12:30 am by a family trying to enter my room, and I spent the rest of the night worrying. The hotel had given my room to someone else after I'd checked in. They opened the door and could have come in if I hadn't put on the safety lock. Terrifying, and a serious safety issue. When I complained in the morning, they did nothing to make it right. There wasn't a Keurig in the room either. I mentioned it the night I checked in and was told one would be brought up, but it never arrived. After that awful night, I didn't even have coffee in my room in the morning.

Ramon was so helpful and gave us great customer service. When we were leaving, he even called other locations to help us out.