Hampton Inn & Suites Denver/Highlands Ranch

My room had a balcony overlooking the valley after fresh snow, and the view was breathtaking. It was also spacious and clean, and the coffee in the room was exceptional. Housekeeping was prompt and professional, and concierge service was excellent. I've spent 80 nights at Hilton properties since January 1st, and this one was by far the best. I don't usually choose breakfast, but the dining room was busy, and there was a great range of snacks and soft drinks.

The staff seemed to be trying to stay positive and helpful, but the stay was a rough one. We had four rooms for a family event, and everyone had key trouble over two days, making multiple trips to the front desk. Our TV didn't work either, and after we'd unpacked completely, we had to move rooms. When we checked in around 11 p.m., we mentioned smoke and a fire behind the hotel. The clerk said construction workers were having a “cookout,” but it looked like a party with a campfire, and it seemed awfully late to be grilling burgers. The hotel is under renovation, and the older rooms clearly need updating. I'd look at nearby hotels before booking here.

The room itself was fine, though the bed wasn't as comfortable as I'd hoped. What bothered me most was all the added charges. The price looked reasonable, but dinner and breakfast cost extra, good Wi-Fi was another $5 a day, and even a bottle of water described as complimentary was $3. That's why I usually choose a Marriott, where those things are included. With these charges, I don't plan to stay at a Hilton next time.

Customer service feels terrible. BRITNEY, you couldn't even manage a good morning or a goodbye and have a great day on the phone. Hilton's and Hamptons have gone downhill so badly. Rooms are overpriced and sometimes have mold in the bathroom. I don't recommend it at all.