Home2 Suites by Hilton Denver Highlands Ranch

The rooms were decent, but the pool ruined any chance of a good review. It's probably the most disgusting pool I've ever had the misfortune to come in contact with, with built-up algae stuck to the bottom and walls. There was only one electric cleaner for the pool floor, and it didn't look like it had been used in days.

The stay itself was amazing, with no complaints about housekeeping, the rooms, or the accommodations. The trouble started two weeks after I got home, when I noticed the wrong charge on my card. I called to clarify, then got charged again on a credit card that shouldn't have been charged, even though I'd already paid the full amount. I was told the person who checked our family out didn't know how to handle checkout with two cards on file.

I've been in the lobby for an hour, still waiting for a room, even though we arrived on time and booked a week ago. The front desk staff seemed more interested in talking to each other than helping. Update: the two people at the desk have now told several guests with reservations they must wait for clean rooms, and they've been joking about it loudly. It's highly unprofessional. I'm extremely disappointed in a Hilton and haven't even made it to my room. I won't stay here again.

Our nonprofit has held an annual event in Highlands Ranch for years, and since 2017 we've regularly booked room blocks at this Home2Suites. We used to love staying here for the clean, spacious rooms and professional, kind staff. After our September 2025 stay, we'll never return. We urge others to think carefully before booking. The biggest failure affected our most honored guest, an 80-year-old double amputee, Purple Heart recipient, and his wife. We requested an ADA room with a roll-in shower repeatedly and well in advance, along with reconfirming the room block with staff several times. Yet when I arrived, I learned he'd been assigned a room designated for the hearing impaired with no roll-in shower. We were told this would be fixed before he checked in, but later found he'd still been placed in a room without the accessibility features he needed. An elderly war hero and his wife had to struggle with basic care during their stay. That's shameful and unprofessional. We only learned about the planned water shut-off by noticing a letter on the check-in counter when we arrived. The hotel planned to shut off all water from 7:00 AM to 5:00 PM on the day of our event, and nobody had told me during the days of communication beforehand. Had I known, I'd have moved the group elsewhere. Instead, many guests couldn't prepare properly, and I had to scramble to relocate several attendees at the last minute. Guests had also reported inconsistent hot water in the days before the shut-off. After water was restored following a whole day without it, the entire hotel went without hot water for an extended period. The lack of transparency and mismanagement were inexcusable. The rooms were in unacceptable shape too. Couches were stained, torn, and dirty enough that we asked for sheets to cover them. Ottomans were worn and dirty, lampshades visibly splattered and stained, and walls marked up and shabby. Air conditioning made whole rooms smell like urine when it ran. Other guests gave me similar feedback that the property felt worn out, neglected, and below acceptable standards. For years this was a reliable partner for our group, but the condition and service have deteriorated. The lack of consideration shown to our guests, many of them military heroes, was totally unacceptable. People deserve honesty, communication, and a safe, comfortable stay. Home2Suites Highlands Ranch no longer provides any of those.