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698 reviews
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Jun 02, 2025Nice hotel - great breakfast
Our room was very nice, mostly clean. Embassy Suites rooms are always spacious which was very nice! Spider webs in the corner, but not a huge deal. Staff was friendly and helpful! Breakfast was delicious! Wide variety of foods! We were there three days. All three days, the breakfast was stocked well. Although two gentlemen kept cleaning the tables of the left-over dishes, they never wiped the tables in between guests. Each table we sat at was covered in food and syrup and there was food all over the floor one day. I know that was not the hotel's fault, but it would be nice if they wiped the tables in between guests. All around though - good hotel pick.
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May 08, 2025Look elsewhere
We had reserved a 2 night stay at this property for a visit to Colorado Springs. I checked in online. When we arrived, the desk staff advised that online check in wasn't working. She assigned us a room. The property is older and shows some wear and tear (I think this has been previously noted). The room was somewhat dated and wear/tear was evident. When we entered the room, we noticed that it was very warm (approx. 80 degrees) so I adjusted the thermostat. After a few minutes, the temperature had not changed so I contacted the front desk. At that point, the staff advised that the HVAC had been out throughout the building all day and they did not know when it would be restored (this was not mentioned at check in). I was advised that we could check out without penalty but no assistance in finding another hotel was offered. I was able to find another Hilton property nearby and reserved the alternate room. We returned to the front desk to check out. Since I had prepaid the room through the Hilton website, I wanted to make sure that a refund would be issued. The desk agent told me that, since I had booked through a third party web site, I would have to contact them for a refund. I explained that I had booked through Hilton and the agent argued that I had not (my credit card statement showed billing from Embassy Suites Colorado Springs). I asked to see a manager and was advised that she had gone home. I was shocked that there was no manager on duty at a hotel experiencing a significant technical issue and customer service issues (this was about 4:30 pm). The agent quipped that the manager had been at work all day. We left. When we got settled at the new hotel, I contacted the Hhonors Diamond desk. As usual, they were able to resolve the problem. The agent advised that we would receive a refund and additional compensation that is supposed to be provided by the hotel property when this type of problem arises. Both were processed promptly. Customer service from the Diamond Desk is excellent. It is very obvious that this hotel has a management problem. We should have been notified of the HVAC problem at check in with options provided. There is no excuse for the lack of management presence in this situation, which left the desk staff (who apparently aren't properly trained to read a reservation) to deal with customers. I'd look elsewhere in Colorado Springs
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Mar 30, 2025Don’t be fooled by the pictures!
While the pictures depict an updated and clean atmosphere the rooms are an absolute nightmare of filth and MOLD. The toilet was not clean and actually had splash back from a previous occupant all over the under side of the toilet seat. The shower was also pretty grimy with dirt and hair still on the bottom. But the worst part was the black mold that was all over the wall around the former sliding glass door. This is unacceptable and a huge health hazard. Fortunately no one in our family has any breathing issues or otherwise compromised immune systems but for anyone who does, this room would be a death trap. The pool area was also way overcrowded and the pool water was so cloudy and dirty that you couldn’t see your feet on the bottom. So gross. Money should have been spent on fixing obvious ventilation issues as well as mold removal before changing the exterior paint color. Super disappointing as the location is great but this is definitely not what we expected from an embassy suites.
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Mar 16, 2025Impressed from the moment I checked in
I will start by saying this place is wonderful ! We stayed here for 4 nights visiting family , we had a 2 queen bed suite and the room was spacious the beds were comfortable and clean and we had plenty of room for visitors The breakfast is the best I’ve ever had at a hotel the omlet bar is amazing , room Service is affordable for dinner and two free drinks at the bar daily was a perk ! Our room had a balcony with a Mountain View and my pup really enjoyed that If I had to Say anything negative it would be the carpets are a little Dated but that didn’t affect my stay at all
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Feb 25, 2025Not nice surprise upon check in. Elevator still not working five years later..
Meh. So I booked thru TripAdvisor as the rate was significantly lower than on the Hilton app. I’ve stayed here previously. Was in for a surprise upon checkin in, $150 incidental hold vs the normal $40. Front desk guy was wearing a sweat rag around his neck. Mentioned the discrepancy in amounts, shrugged it off, no skin off his teeth. Rest of staff good. Avoid east side rooms. Never had an east facing room before, lots of noise from the interstate. One of two main elevators is still out of order in the main lobby- going on over five years now… wonder if the roof still leaks when in rains. It appears they’re removing all balconies from this property.. will I return? Yes as long as it’s at or less than 100/night, that’s where the price point is for this property.