Hilton Garden Inn Denver Highlands Ranch

Love this hotel! The staff were amazing I would like to recognize Carrie who made some really good margaritas and the cook who made the tasty rib-eye steak. Also she was very helpful about the team member discount. I didn’t know to redeem it since I didn’t have the app. The morning server Renya was so sweet she remembered us from last time and she had the cook make some plain eggs for our dog. We will be back next month.

Hotel is in a good location. Rooms are clean but outdated. The indoor pool is apparently a “heated pool” however, it was very cold. Upon discussing with front desk, was advised that an engineer would be dispatched to resolve the issues. 1-hour later had to return to front desk as an engineer never stopped by and was advised that the engineer had JUST LEFT!… Was then advised that they would call the engineer and let me know. Another 30-minutes went by and was told that it is a heated pool that DOES NOT heat more that the current setting… Wasted a lot of time and really disappointed with the service, especially with an honors member that uses Hilton as first choice when traveling.

Check-in was satisfactory and the hotel was in a good location for us (close to a hospital where we had an appointment), but the hotel itself was dated and badly in need of updates, primarily in the rooms themselves. The beds were terrible (very old and soft), the shower didn't work well at all, there was no fan in the bathroom, and the microwave was out of order. This hotel did not live up to the Hilton reputation. We will not be back.

In short: understaffed and poorly staffed. I could write at length, but I will simply summarize by saying that overnight front desk staff was absent from the desk for 15+ minute and the digital key did not work. When finally roused, he was surly and unhelpful, failed to apologize, or pay any attention to the digital key issue. Breakfast area is understaffed. I’m sure she was doing the best she could, but coffee and cream were out, dirty dishes piled up, she paid no attention to us, and after fifteen minutes of waiting, we finally decided to skip a cooked-to-order breakfast and did buffet. Finally had to flag her down to get a check so we could leave. I understand that they were busy and that there was a convention—but an effective manager would have staffed for the occasion. Housekeeping comes by at 8am, likely because they too are understaffed and have to start ridiculously early to finish their jobs. We came back from breakfast to brush our teeth to find our door open, the trash bag in the sink, and the trash can on the sink counter. I feel for the staff who all seem to be doing the work of two people due to understaffing. Likely management is doing the best he can given the demands of the property owner, in that case, the property owner has forgotten that the hospitality industry is not just industry but also hospitality. Would not stay again. Would not recommend.

This place charges for breakfast! Keurig in room was broken. Room cleaning was subpar. Had to join their "club" in order to get wifi! I expected so much better for a Hilton in Highlands Ranch. Location is great. That's all there is going for this place.