Hampton Inn Denver-Northwest/Westminster

The room had several problems: the metal bed frame stuck out past the mattress, and I hit my leg on it hard enough to nearly break the skin. The AC was very loud and smelled bad. One headboard had a partly torn wall decal, the bathroom wallpaper and corner trim had gaps, the sink and tub faucets felt flimsy and plastic, and the drain was slow. The new dining chairs rocked around and felt so light and unstable that they seemed unsafe. At the entrance, the luggage carts were damaged and embarrassing to use. There was also visible wear throughout the property, including damaged hallway wallpaper, chipped corner paint, and worn elevator entrances. This stay fell far short of the reliable, premium experience I’ve usually had at Hilton and Hampton Inn locations. I’m raising these maintenance and safety concerns with management and hope they address them promptly.

We were so worn out after three days that we left two days early. The manager was very nice and tried to make things better, but the rest of the stay was awful. The service was terrible, and staff seemed like they’d rather be anywhere else. The rooms were gross, the pool was filthy, the hot tub was drained, and the tiles throughout the pool area were nasty. The basics kept going wrong. We had only two towels for a room meant for four, and couldn’t get more because they were “short on towels.” The bathroom had only half a roll of toilet paper, and there was no extra when we ran out. The promised every-other-day room cleaning didn’t happen. Our room phone didn’t work, there was no TV remote, the shower shampoo and gel dispensers were empty, and there was no hand soap by the sink. When the toilet flooded, we were told maintenance was off site until Monday and they could give us a plunger so we could handle it ourselves. Breakfast was gross, reheated food throughout the three days, and the yogurt was frozen solid. Even water or juice with the “free breakfast” cost two dollars each. Do yourself a favor and stay somewhere else.

After the security issue, I was moved to another room, but the condition of that room still wasn’t up to the Hilton brand. The chair was heavily stained, the lighting didn’t work properly, and the elevator was in poor shape. I tried to resolve this privately with Hilton Corporate for over a week. They said that because I “continued my stay” in the second room, they wouldn’t offer meaningful compensation or a refund for the security breach. At check-in, the front desk gave me a key to a room that was already occupied. I opened the door and saw someone’s belongings on the bed. That put both my privacy and the other guest’s safety at risk, and the front desk response when I reported it was underwhelming. It’s deeply concerning that Hilton considers providing the room I originally paid for a resolution to a serious privacy failure. Their lack of accountability is why I’m canceling my Hilton Honors membership. Travelers, especially people traveling alone or with family, should look elsewhere if privacy and security matter to them.

The location was great, and the staff were friendly. The hotel needs updating, though. The room I’d reserved was sold out, so I had to take what was available. I would have preferred to move to the Double Tree next door, but nobody offered that. Breakfast choices were limited compared with the usual Hampton Inn selection.