Homewood Suites by Hilton Colorado Springs Airport

I travel quite a bit for work, always stay at Hilton properties and have had what is by far the worst experience I've ever had. Booked my stay a few weeks in advance, then called the hotel immediately after to confirm a question about the room (that the King suite has 2 sofas). When we arrived we were told that our room and many others were overbooked, that the staff knew they were overbooked but they didn't contact any affected customers (to at least notify, or even better to make alternate arrangements). We were also told by the general manager that the room wasn't as verified or shown in the photos on the Hilton app (which shows 2 sofas, King Suite). Its now nearly 3 weeks after our stay and the images are still haven't been corrected. Had to wait for nearly an hour for staff to find alternate accomodations, which they eventually were able to do. To add insult to injury, they marked my reservation as a late cancellation and charged my card! Called the desk after noticing the charge and was told the general manager would call back on it "tonight", it's now the next day and still haven't gotten a call.

I'm from overseas and was having phone issues. The people at the front desk, specifically Chris, were super helpful they helped me contact a friend I hadn't seen in 10 years. I would recommend this hotel to anyone. On top of it all the staff baked fresh cookies for the guests. 5 stars.

Room was great, stay was great. The front desk attendant working on Saturday April 26 @ 10:21 AM has absolute garbage customer service. She printed my receipt as requested however the answer I received regarding the charges was, “too bad it is what it is”. I was confused how the charges were presented on the receipt because this was a business stay and my supervisor has very specific requirements for expense reports. Had she taken just half a second to explain the itemized charges instead of dismissing my problem and calling the next customer I would not need to leave this review. Will not stay here again for business or personal.