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| - The general manager Christine is a horrible manager. She is paranoid and accusative of everyone and so afraid of loosing $1 that she is alienating customers and loosing hundreds of dollars. Her attitude is poor and she clearly is not made to be in the service industry. Not only was general cleaning and maintenance an issue, but when we tried to get any help with anything ALL the staff seemed scared of her and unable to do anything because of having to ask her permission to do anything. Amazingly inefficient and not keeping with general hotel industry norms and especially the Hilton/Hampton Inn brand standards.
I checked in via the phone app and chose my room. I was unable to confirm that they had received and processed the need for allergy free bedding. I had to call the hotel to confirm. This was while we were drive 6+ hrs through the desert to the hotel. The gentleman who answered, snapped at me for making the request so late because all the housekeeping had already left for the day and he would have to go do it himself. I advised him that the request was on the original reservation, which he then confirmed and then complained about the stupid morning staff who failed to process the request properly. The whole exchange was quite unprofessional. Then after that I got a call from the GM saying she needed my credit card over the phone to secure the room, since we hadn't arrived yet and she had run our CC from the reservation and it didn't work. I explained that the card used had been flagged for fraud the evening before and I had a different card to use at check-in. The GM yelled at me and threatened me that if I didn't give her the CC over the phone, she would cancel my reservation. We were driving 6 hrs for a business conference and were only 1.5 hrs away from the hotel. Since the other card had just had fraud on it, I was understandably not willing to give the new CC number over the phone to an unknown person claiming to be from the hotel. It should have been no problem to get the card at check-in. I called corporate and was advised that there was NO REASON she should have been running my CC from the reservation at that time. When I asked her about it, she said she was running it at 6pm assuming I was a no-show and trying to charge my card for the stay. Excuse me, but I not only checked-in via the app, but also called and spoke to someone, so she absolutely knew I was coming. I even marked the time I was expected to arrive. This GM is insane and has ruined my trust in the Hilton/Hampton Inn brands.
On top of that the room had cleanliness/maintenance issues. There was a plumbing backup from another room that smelled like sewer, the wireless never worked, and the housekeeping manager harassed us about having the do-not-disturb and insisted that they had to come in and clean the room whether we needed/wanted it or not. The light shades were mis-matched, the carpet was so dirty it left black marks on my feet, the mini-fridge was replaced with a half sized mini-fridge, and several towels had bad stains on them.
The ONLY pleasant and/or helpful person there was the lady hosting the breakfast area. She displayed the expected "Hamptonality" by greeting us each morning and remembering who we were, etc.
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