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| - This Hampton Inn offers some advantages that most other Hilton/Hampton properties don't (an inordinately large pool/spa area, a number of front facing ground floor rooms that have an additional exterior entrance/exit, etc...). I believe that this property is an older, but recently renovated building. The updated bathrooms are very nice and the room itself was very clean and comfortable. As long as you don't require any additional assistance from the hotel staff, your stay should be quite nice.
We were staying for 3 nights 9/28/17-10/1/17 while playing in a Las Vegas Softball Tournament. After playing 4-6 games each day, it's really nice to be able to head back to the hotel and slip into the Hot Tub on the pool deck at the rear of the property for an hour or so. The pool area hours of 9AM-11PM are also very convenient.
On Friday evening 9/29, we arrived back to our room around 9:50PM. We immediately showered off and headed out to the Hot Tub. When we arrived, we found it being used by a number of people (18-25 years old) who obviously weren't hotel guests. Their street clothes, shoes, purses and back packs were littered around the perimeter of the spa area. My husband decided that we should grab a couple lounge chairs and wait a bit for them to finish up and leave. Surely the sight of paying guests waiting for the facilities would prove uncomfortable enough to entice them to leave.... no. So, after 15-20 minutes of trying to avoid a problem, I finally decided to head back in to the front desk for assistance.
After a bit (the employees at the counter appear to congregate behind an office door most of the time) Melissa appeared. After explaining the circumstances, she walked back down the hallway with me to the pool area entrance in order to investigate. Apparently, immediately after I left, the kids at the pool figured out that it might finally be a good time to split, hurriedly dressed and walked out thru the pool gate and parking lot into the night just as Melissa appeared in front of my husband. As my husband pointed them out to Melissa, he told her that while it wasn't a real big deal, the hotel really should:
A. Eliminate any kind of pool entrance from the parking lot.
(and-more importantly)
B. Install a key-access gate at the pool are entrance. There is actually (only) a simple lift latch that anyone can access by simply reaching between the fence bars. 1970's finest security gate. ANYONE can walk into this pool area from the parking lot without having to go thru the hotel (or) have any kind of key.
We asked Melissa if (considering the circumstances) we might be able to stay (quietly) in the Hot Tub for an additional 10-15 minutes. She pleasantly agreed, smiled, picked up a few used towels littered about the pool deck and left.
Enter employee Robert. He appears, walks over to the Hot Tub and informs us that he needs to lock up the pool area and we must leave immediately. It was 10:45PM EXACTLY. Not 11PM and certainly not the 11:15PM as promised.
We walked back to the front desk to calmly express our displeasure at the lack of customer service and lack of communication. Once again, after a bit, Melissa and another employee appeared from the back office and, with a befuddled expression, listened to our concerns.
What could have been (and) should have been a 5-Star review was derailed by poor training.
Needless to say, this 1-Star review was ultimately earned by simply not giving a damn.
My company spends thousands of dollars every month on programs geared specifically towards customer satisfaction and retention. I'm certain that Hilton spends 100's of times that amount on similar programs. It's a shame that money ends up wasted by simple lack of on-site management and customer service training.
Should the property management actually (sincerely) care about any of this, they can simply pull their CCTV video from from the time and dates listed above in order to verify every word of our story.
:(
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