Tru By Hilton Denver Airport Tower Road

Recent Reviews: 167

• User:Neal R

  Trip type: Solo travel

  Hotel Management Should Address Shuttle Service Challenges

  04 Jun 2026

  I have stayed many times at this property--a combination of Tru and Homewood Suites. Maybe my memory is skewed since I first began staying at the hotel when it was brand new, but it does need a bit of a refresh after 6 or 7 years. I still choose this hotel, but it is getting a bit frayed in places.But there is an issue with the shuttle since management contracted out the service to a third party. Departures from the hotel still seem reliable, but pickups at the airport can be hit or miss--and two misses for me during this set of stays. I called the front desk and was told the standard "15-20 minutes." Well, the first time it was over an hour, and the front desk person said the shuttle was stuck in traffic due to an earlier storm. I saw the road as we neared the airport, and no issues after the storm, and that was confirmed by a couple of other hotel shuttle drivers who asked me "which hotel." So either the shuttle driver misled the front desk person or the front desk person misled me. One day later, the same story (without the storm alibi) and this time a shuttle never showed up. A driver at a nearby hotel still seeing me waiting during his second pickup trip, gave me a ride.I go to this area often and like staying near the airport, and I am comfortable at this property. But another negative shuttle experience will probably be a sign to change my pattern. Recommend the management bring the shuttle service back in-house.

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• User:J L

  Trip type: Family

  Started well and Ended horribly

  30 May 2026

  Our stay started with the best service on our arrival at 2am. We had a flight delay so luckily I was able to call ahead and let them know. The shuttle came quickly and the nighttime worker greeted us and had water and snacks ready. She even gave us a late checkout when I asked. Unfortunately when we checked out I left my pajamas and a hoodie. I didnt notice until the next night. I tried calling but couldn't get anyone to pick up.By the following morning Saturday I decided to just stop by and pick up my items. When I got there, there was a girl at the front desk. I explained I left a few items behind and she immediately asked if I called first. When I told her I tried and couldn't get through she said "Oh no they probably threw them away since you didn't call." Having stayed at a Hilton property before and a Gold Hilton Honors Member I felt this was highly unlikely. I asked if she could take a look and if not can I please speak with a manager. She went on to give an attitude saying that she was the manager till Monday. She left and "pretended" to look for my items. She came back and said I looked in the back and didnt find anything. I had a gut feeling she was lying. She said there was another place I could look and left when she seen the shock and disbelief on my face. I then asked for her name and she say," aww Tina" with a smirk on her face and laughing as she walked away. When she was gone I seen another house keeping lady pass by and I told her what was going on. She used her wakie and spoke with someone. She told me I'll be right back. They both came back at the same time, the other ladie was holding my items. I was so irritated and upset. I took her photo and began to leave. As I was heading out the door she ran after me and was video taping me saying this was the ladie who was having a problem and took my picture. I didnt want to have any more problems and continued leaving and told her, "Have a blessed day!" I couldn't believe someone like that was in charge. This was the worst service I ever received from a Hilton property

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• User:Mz Mona G

  Trip type: Business

  Above and Beyond Tru super hero's

  29 Oct 2025

  LeaAnn and Manager Eric are truly amazing. This duo knows what customer service is all about. After a huge mistake they jumped in and rectified the situation swiftly that's why I couldn't write a bad review. Understanding and human compassion made it all better. Thank you.

• User:dixiepeach

  Trip type: Couples

  Comfortable room overall

  26 Aug 2025

  Our room was clean. The bed was comfortable. The window shades were a bit tattered and should be replaced. A small refrigerator was present but no microwave. There was a lot of noise overhead between 8:30 and 10:00 pm; it sounded like someone moving furniture. Somewhat annoying as we had to get up at 4:00 am to catch a flight. Front desk staff was very friendly. We used the shuttle without incident.

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• User:Nicole G

  Trip type:

  The Shuttle Never came - left us stranded with 2 toddlers at 9 pm. Trash in the room when we finally got there. Awful!

  14 Aug 2025

  The shuttle never came to get us. I called as we were picking up our bags and was told it was on the way. I sat exactly where they told me to wait. I was waiting with 2 small children after 9 PM. I called after waiting 20 mins and they told me the shuttle got too full and couldn’t get us that time but that it would be there in 20 mins. We waited 20 more mins. 40 mins total by now. I called AGAIN and they said I must have missed it. I sat exactly where they told me to, and I was stalking every single shuttle that came through … no way did I miss it. They claimed it would be there in 12 mins but I wasn’t going to be lied to AGAIN while my small children were exhausted so we found another way to the hotel. Then we got there and my digital key didn’t work. Finally got in and there was trash left in a trash can from a previous guest. I have stayed at many TRUs before and always have great experiences but this one was AWFUL and their offer to make things right were WATER BOTTLES. Dont stay here. Terrible. Terrible. Terrible.

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