DoubleTree by Hilton Hotel Denver - Aurora

We had a family reunion here at Doubletree. There were issues at checking the first day because they neglected to route them to the family room before checking. They did makeup for that by comping the room. The reason I am having to file a complaint is because they did not honor the military discount as promised! The family room rate was $118 a room and I was told it was $95 for military and did have some family members that were able to use it. But a lot of family members were not able to and when I went into spoke to the general manager Brian, he refused to give the other military members the discount! It was left out of my contract, so I didn’t know to look for the exclusion. Most of the family members had to pay the full rate although they were veterans!

I recently stayed in the Aurora property and ran into a few issues. I was under confirmation # *** and #***. I called into the property to let them know I needed a shuttle to which I was told it would be an hour and a half wait, therefore I opted to take an *** to the property. Upon arrival to the property my room was not prepared which I called in prior about. In fact there were quite a few people in the lounge area that were waiting to get their rooms as well. We ended up getting our room close to 3pm and arrived at the hotel at 11am. The front desk did explain to me that there was a sellout so I do understand that it could take more time to prepare. I then get to the room and its not the room I reserved, which was supposed to be a large king room with refrigerator and microwave. The next day we get a call from the front desk that says we have to come down to check out to re check in because there were 2 separate reservations and we were going to another room. We proceed to clean our room and pack our belongings only to be told when we get down to the front desk that we would be in the same room. The following morning I get up at 4am because I have an early morning flight to take my shower and the shower is backed up so I had to wash up in the sink. I called the property to speak to management and was told they were not available and was offered $10 off my room service. I’m hoping this can be worked out my Hilton Honors # is ***. I Also emailed the manager of the property who never responded, I only received a response because I went back to the hotel and mentioned the situation and the assistant manager after I left that stay emailed me and gave me 2,000 hilton points, which is totally unacceptable considering the room for one night is 20,000-30,000 points.