Embassy Suites by Hilton Colorado Springs

Pretty much everything was amazing, definitely top 3 hotels I've ever stayed at

The guy was correct that wrote about calling the main Hilton number to get anything accomplished.

I left 2 messages for the GM. Zero response and front desk manager was rude to me and also to the Hilton employees from the main number who were trying to help me.

So glad I did not have to stay there. They do not tell you that there is construction happening either.

Embassy Suites used to be top notch. Too bad it has gone downhill. Sounds like it's due to the people in charge.

Three hotels next door, Go There!
Parking is not free, $15 per night.
Hilton Diamond members don’t get any free upgrades and you won’t be offered a better room even for a fee. I let the hotel pick the room and it was next door to the construction workers room filled with tools and equipment. Only half the rooms were being actively renovated and that’s where they placed us. Hammering started above our head at 9am on Easter. Mountain View’s are extra so expect a first floor parking lot view next to the bar.
Newly remodeled rooms are just superficial changes. The bathroom is tiny with no room for more than 1 person and the back of your legs touch the toilet seat to turn on the shower. The bedroom switch, lights half the room all night with no way to dim it.
The staff is friendly if you don’t need anything. I called for an early check-in and was quoted $50. When I checked in and asked, I was told” No! “ I was wrong it’s only if you want to get in a room 2 hours early. No apology.
At check-out, I asked why I was put under construction and the clerk said no free upgrades to which I asked why he assumed we couldn’t afford a room without construction above it.
Breakfast is not replenished so get there early for fresh food.

The staff was super helpful and personable.
Very welcoming and friendly.

BEWARE!! This place is a complete mess. If I could give the property and staff zero, I certainly would.
At check-in I inquired as to rennovations and location of ongoing construction. I was told “your rooms are on the opposite end of hotel.”
Of course, that was not true, and the hotel staff refused repeated requests to speak with management about noise, construction debris, poor/no air conditioning, etc. The breakfast standards at ALL Embassy Suites is a joke at this location. Food was never replenished, and no food was served one hour prior to the scheduled close of serving. Food service staff apologized, and stated “we were told not to put additional food out.”
After receiving no response from hotel management regarding my concerns, I spoke to “Oscar” at Hilton Customer Service.
Oscar was helpful and advised me to request a credit from the management team, and to call back if they were unwilling to offer a credit. Upon speaking to Shurronda Hill-Thomas, who claimed to be “in-charge” because the General Manger and Manger were “gone until next week,” and she had authority to issue any credit. After explaining the issues described, she stated “you were told about these problems,” directing me to a piece of paper at the check-in desk, stating “you will not be given any credit.”
Upon obtaining a folio print-out, another staff person named Erica appeared from a back office, claiming to be “in-charge.” After advising Erica of my conversations with Hilton Customer Servive, she stated “I am not issuing you a credit, and I don’t care what you were told.”
I called Hilton Customer Service (888-240-6152) obtaining a case number and full refund.
I have been a Hilton Honors member for over 15 years, and never experienced such incompetence from staff.
If you have a problem with this property, call Hilton at the toll free number listed above for a full refund.
I still have not received a telephone call from hotel management…. They simply don’t care!!!

Clean room

Clean, the pool, and the room.

Room snd parking

Nothing

Pool , happy hour and breakfast included

Check in was a breeze. Very comfortable suites. Hotel is currently being updated however we were not disturbed. Our front desk gal provided several suggestions for dinner. We enjoyed complimentary cocktails and snacks at the hotel. Complimentary breakfast with made to order omelets. Would definitely stay there again.

We like the hotel and room itself. Staff was super friendly. Bartenders and kitchen staff were on point.

We recently stayed at the Embassy Suites in Colorado Springs and unfortunately had a very disappointing experience.

The property was under renovation, which was not disclosed when we booked. Had we known that ahead of time, we likely would have chosen a different hotel. The hotel was also extremely understaffed. Check-in lines were very long, the evening reception had long waits, and breakfast the next morning was chaotic with incredibly long lines. Many items were missing from breakfast and it looked like they had two people there to take care of everything from the omelette station to cleaning up. The evening reception line was well over 40 people long and wait time made it not worth even doing. The staff there did an excellent job, however, the lack of staff created major issues.

The photos online make it appear that the rooms have balconies, which is specifically why we selected the room type we did. However, our room did not have a balcony. I should have looked into that more - Just a heads up the images on the website are deceptive. The view itself was still good, but the windows were very dirty and badly need to be washed, which took away from it.

The MOST concerning issue was that we found a pill in our room that had clearly been left behind by a previous guest or housekeeping. Our child actually put the pill in his mouth before we realized what it was. Thankfully, he spit it out immediately before he ingested much of it. We reported this to the front desk right away and were given the card of the general manager. It has now been two weeks, and we have not heard from anyone. I also emailed Hilton directly and have received no response. The lack of follow-up is incredibly disappointing, especially given the seriousness of the situation. Apparently Hilton thinks leaving behind mystery pills if fine now.

All in all, I would have rated this place 2 stars before the pill situation - I'm sure if they double staffing and complete the renovations it would actually be a nice place, however, we will never be back.

Hotel is currently under renovation and has been for quite awhile so it’s noisy. While we were there the temperature regulation in the rooms were horrible, some rooms were freezing while others were comfortable. For 2 days there was no hot water in the morning. Food was mediocre. The lighting is so dim in common areas you feel uncomfortable. One of the elevators has been broken for 3 years and when mentioned, the response is the same, “ we’re waiting on parts” the other elevator shafts are filthy dirty and full of cobwebs and dust.

Great breakfast

Breakfast was easily the best. The value and comfort were a plus in addition to the location. The only problem I was presented with was the construction they were about to undergo due to a renovation in progress. Overall, the room setups were nice. I could do it again.