New West Grill - Centennial

Dirtiest hotel I have ever been to. 0 room service, had to beg for clean towels, toiletries. Hotel us completely understaffed. They promise room service, which you have to arrange a day before but it never happened.

We reserved two rooms here as a buffer between flights and a long drive into the mountains. Our stay was average overall, below my expectations for the Embassy Suites brand. Upon arriving to this allegedly smoke free property and checking into our rooms, the smell of stale cigarette smoke was overwhelming. We appreciate that Jeff at the front desk got us into two new rooms (next to each other even) which smelled fine, with a smile on his face and no indication of pushback at all. Thank you Jeff, you are a credit to this hotel. Overall this property has typical Embassy Suites rooms, but a lot of annoyances too: 1 of 3 elevators offline. It’s questionable if even 3 elevators is enough for this property. Only 2 elevators meant 5+ minute waits. Business center printer “out of order” Trash and room service leftovers in the halls for extended amounts of time without being picked up. For example was a fork on the floor between our room and the elevator when we checked in and it was still there when we left. We walked past 3 trash bags and 2 sets of dirty dishes to get between the elevator and our room. As a Hilton gold member I didn’t get my arrival benefits (waters and a snack selection). However my second assigned room had these so this is not a huge complaint. The usual throngs of young children running through the halls like every other Embassy Suites and playing in the elevators…

Night manager just sits there and plays on his phone all night, can't be bothered for anything. Dude doesn't even look up when you go to the counter. They really need to get some better stuff at night

Super good food! Cool to have it right in the hotel

I typically enjoy Embassy Suites as a long time Honors member and have stayed at this location several times. However I will be looking at other locations in the future as this location seems to miss the mark each visit. Each of my visits never go without some sort of issue…from missing items in premium/normal suites to unclean rooms to lack of responses on their text messaging system. During my last visit, I asked the ladies at the front desk about the message system and I received excuses from one lady. She went on about how she was too busy to look at it, she also seemed to busy to give me any attention while trying to talk to them. Don’t provide a service if you can’t provide it. I’ve also never had problems with requesting late check outs at other Hilton hotels except this location.