Hilton City Center Hotel

Deeply Disturbing Experience – I Was Forcibly Removed for Speaking Up

I stayed at the Hilton Denver City Center from Feb 19 to Feb 23, and what I experienced was not just poor service—it was truly humiliating and emotionally distressing.
1. Locked Out at 3:00 AM:
My roommate was locked out of our room in the middle of the night and couldn’t get in, despite the door not being locked from the inside. Multiple replacement keys from the front desk didn’t work, and even the staff member who came up couldn’t open the door. Strangely, security staff later opened it with no issue, which contradicts the excuse that the door battery had died.
2. Rude and Dismissive Front Desk Manager:
When I calmly raised my concerns the next morning, the front desk manager Courtney Thomas was extremely unprofessional. She interrupted me repeatedly, dismissed my explanation, and falsely claimed the issue was due to a battery problem. When I tried to explain further, she accused me of “raising my voice” and called security to remove me from the hotel—even though I was neither aggressive nor threatening in any way.
3. I Was Forcibly Removed from the Hotel:
I was escorted out like a criminal simply for trying to talk about a service failure. I wasn’t even allowed to exit through the front door. My roommate, who wasn’t involved, was denied luggage storage. To make matters worse, security gave me the wrong address for my ride.
4. Housekeeping Disturbance and Unfulfilled Refund Promise:
Housekeeping knocked twice before check-out and saw us inside, yet continued disturbing us. No apology was given. Also, Courtney promised a 20% refund as compensation—this was never processed.

As a non-native English speaker, I felt completely dismissed, disrespected, and treated as a threat just for expressing frustration. I left the hotel feeling deeply humiliated and emotionally shaken. I’ve stayed at many Hilton, Marriott, and Hyatt properties worldwide and have never been treated this way.

This experience has had a lasting psychological impact, and I wouldn’t recommend this property to anyone looking for a safe, professional, or respectful stay. I sincerely hope Hilton’s senior management takes incidents like this seriously.