Hampton Inn & Suites

As the new General Manager here I really only have a few details about this guest, but a check for the full amount of this complaint has been sent to the guest, I am very sorry this had happen and we have put in procedures to make sure this will not happen agian Thank you for this information, I am Sorry Ms***!

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: The response from the hotel is inaccurateI did not smoke in room, period Funny that they say they inspect their rooms but failed to mention that the room had bugsIf they did inspection then they should have seen bugs I knew they were nonsmoking hotel so why would I book room there if I smoke? The bugs were a bonus I guessIt's interesting to note they don't even mention the bugs in their response or offer a refund of the room fee for the bugs I was sleeping with in their oh so wonderful smoke free but not bug free hotelThey told me bugs were looking for a warm place like it's acceptableReally? Hotel is a disgraceAlso I would like proof of their deep cleaning that they say was requiredI have and given proof of the bugs This business should be inspected immediately for bugs and their unwarranted charges they charge customers for prior customers actions!! [redacted]

Response:I have attached the pictures that were taken by the head housekeeper on Saturday October 17, I was the person that checked her in on Friday evening and made her aware of the smoking policy and had her sign it and acknowledging that she was aware of the fee and that we were a non-smoking hotelShe told me okay and that this wouldn't be issueHotel couldn't not rent out the room on Saturday evening and Sunday evening due the heavy smoke smellThis room had to be completely be stripped and foggedThe hotel lost two night of revenue for the smoking in the roomHotel will not be refunding the guest for the smoking charges [redacted] is not the only person that we have sign the non smoking policyWe have every guest sign it at the time of check in along with the in house guest policyThis is a Hilton standard in regards to the smoking policyAll Hampton Inn in California are non smokingWe are sorry if this is a in convince the guest but hotel policy will stay in placeWe do have pictures to show proof if you would like to see themPlease let me know where we can send themPlease feel free to contact me at [redacted]

At this time we as consumers are requesting that are monies be refunded for services that were not received properly on 7/The response from the company did not address any of the concerns listed in the complaint, and are a direct representation of the unprofessionalism that the Hilton Brand is not in support ofThe information provided by Hampton is incorrect as , the manager on site was threatened by the employee to walk off the job on that day, he also witnessed personal and confidential information being passed to myself the consumer and apologized for the employees behaviorFurther the consumer whose information was compromised should be made aware of the employees actions on 7/In addition , hotel staff on occasions has contacted myself the consumer to regain the trust of the Hampton and to " give them another chance", in which we did , only to have another incident occurInformation has been provided per Hampton Management that the employee was having a "bad day" and possible " meltdown" at the front desk where she was put in charge of customer service duties, and consumers private and personal informationWe find the response a violation of our consumer rights as we were followed by hotel staff due to the instability of the employeeThe Revdex.com has reached out to the hotel management for resolution, only to be ignored by Hotel ManagementConsumers should not be subjected to staff " meltdowns " unstable behaviorWe were informed that this would not occur againWe were threatened as paying consumers and over charged as wellThe Hilton brand represents customer service , kindness and hospitality that was not received for the dates of service

Hi [redacted] , In reference to [redacted] , the property followed all the correct protocolsBased on our policy, the reservation was not canceled in a timely fashion and the property charged her credit card in the amount of $for only a one night no-showThe property staff and manager tried to help [redacted] by calling our credit card processor, but he advised that [redacted] needed to contact her bankIt is a common practice of credit card companies to hold authorization of a guests credit card from to business daysUnfortunately, hotels do not have any say in this practiceI apologize that [redacted] had to go through this process, but there was nothing that the hotel could have done to expedite the issue Sincerely, [redacted] ***

All the staff members & management have been very professional and respectable to this guest and his familyWe have gone above and beyond to accommodate all their requests and concernsUnfortunately, it become quite obvious that this guest & their family was not content with our service, when they started verbally abusing & threatening one of our employeesIt was then, we advised them that it would be in their best interest to find other accommodations and that this type of behavior was unacceptable and would not be tolerated

Thank you for getting back to meYes, I understand the Hampton Inn & Suites has charged you based upon the reservation stipulations of a the full pre-payment requirement, no changes, no cancelations and no refund policies in making the reservationI am also understanding that [redacted] .com did not disclose the specification of the reservation, there by miss leading you, the consumer [redacted] .com is the responsible party as they did not provide, disclose or notify you of the reservation stipulations upon [redacted] the reservationIt is my recommendation for this guest to seek compensation from [redacted] .com for their error, not the Hampton Inn & Suites, as we followed the procedures and speciation's of the reservation that was made via [redacted] .com on your behalfI understand the customer / guests hardship and as a measure of good will, I will also seek to hold [redacted] .com responsible and accountable for this gross error in communication and negligence in adhering to the Hilton GDS reservation specification as they are required to doWarmest regards, Julie J [redacted] GM

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
My bank account reflects that hapmton Inn took my money out of my account. It dosent say [redacted]s.com. 
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

1/26/17[redacted] stayed at our hotel the night of 1/14/17 and checked out 1/15/17. After check out, our housekeeping staff went to the room to clean it. Upon opening the door they had discovered that the room had been smoked in overnight. We had to managers plus the housekeeper inspected the room...

to verify that the room did indeed reek of cigarettes. At this point we assess a smoking fee of $250.00 plus tax, totaling to 265.00 for the deep cleaning that needs to be done to that room. We would have never sold that room if it had smelled like smoke form the night before. Our rooms are inspected twice before they are occupied by another guest. The room was out of service due it not being up to standard for another guest to check into. We will not refund the smoking fee or the hotel room fee as we are a 100% non-smoking hotel.Marissa C.Assistant General Manager

As the new General Manager here I really only have a few details about this guest, but a check for the full amount of this complaint has been sent to the guest, I am very sorry this had happen and we have put in procedures to make sure this will not happen agian.
Thank you for this...

information, I am Sorry Ms. [redacted]!

All the staff members & management have been very professional and respectable to this guest and his family. We have gone above and beyond to accommodate all their requests and concerns. Unfortunately, it become quite obvious that this guest & their family was not content with our service,...

when they started verbally abusing & threatening one of our employees. It was then, we advised them that it would be in their best interest to find other accommodations and that this type of behavior was unacceptable and would not be tolerated.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
The response from the hotel is inaccurate. I did not smoke in room, period.  Funny that they say they inspect their rooms but failed to mention that the room had bugs. If they did inspection then they should have seen bugs.  I knew they were nonsmoking hotel so why would I book room there if I smoke? The bugs were a bonus I guess. It's interesting to note they don't even mention the bugs in their response or offer a refund of the room fee for the bugs I was sleeping with in their oh so wonderful smoke free but not bug free hotel. They told me bugs were looking for a warm place like it's acceptable. Really?  Hotel is a disgrace. Also I would like proof of their deep cleaning that they say was required. I have and given proof of the bugs.  This business should be inspected immediately for bugs and their unwarranted charges they charge customers for prior customers actions!![redacted]

Thank you for getting back to me. Yes, I understand the Hampton Inn & Suites has charged you based upon the reservation stipulations of a the full pre-payment requirement, no changes, no cancelations and no refund policies in making the reservation. I am also understanding that [redacted].com did not disclose the specification of the reservation, there by miss leading you, the consumer. [redacted].com is the responsible party as they did not provide, disclose or notify you of the reservation stipulations upon [redacted] the reservation. It is my recommendation for this guest to seek compensation from [redacted].com for their error, not the Hampton Inn & Suites, as we followed the procedures and speciation's of the reservation that was made via [redacted].com on your behalf. I understand the customer / guests hardship and as a measure of good will, I will also seek to hold [redacted].com responsible and accountable for this gross error in communication and negligence in adhering to the Hilton GDS reservation specification as they are required to do. Warmest regards, Julie J[redacted] GM

I did review the footage and saw on one from the staff leave open the guest room door, nor did I see the housekeeper leave with a black bag out of the room. The footage is a not to be show to a guest it is for internal use only, unless I find a theft then I can turn it over to the authorities with...

the correct paper work.The guest who has issued this complaint is not listed as a guest in this room, it was his mothers room and there were several people going in and out of this room.

Response:I have attached the pictures that were taken by the head housekeeper on Saturday October 17, 2015. I was the person that checked her in on Friday evening and made her aware of the smoking policy and had her sign it and acknowledging that she was aware of the fee and that we were a...

non-smoking hotel. She told me okay and that this wouldn't be issue. Hotel couldn't not rent out the room on Saturday evening and Sunday evening due the heavy smoke smell. This room had to be completely be stripped and fogged. The hotel lost two night of revenue for the smoking in the room. Hotel will not be refunding the guest for the smoking charges. [redacted] is not the only person that we have sign the non smoking policy. We have every guest sign it at the time of check in along with the in house guest policy. This is a Hilton standard in regards to the smoking policy. All Hampton Inn in California are non smoking. We are sorry if this is a in convince the guest but hotel policy will stay in place. We do have pictures to show proof if you would like to see them. Please let me know where we can send them. Please feel free to contact me at[redacted]

I did review the footage and saw on one from the staff leave open the guest room door, nor did I see the housekeeper leave with a black bag out of the room. The footage is a not to be show to a guest it is for internal use only, unless I find a theft then I can turn it over to the authorities...

with the correct paper work.The guest who has issued this complaint is not listed as a guest in this room, it was his mothers room and there were several people going in and out of this room.

At this time we as consumers are requesting that are monies be refunded for services that were not received properly on 7/29. The response from the company did not address any of the concerns listed in the complaint, and are a direct representation of the unprofessionalism that the Hilton Brand is not in support of. The information provided by Hampton is incorrect as , the manager on site was threatened by the employee to walk off the job on that day, he also witnessed personal and confidential information being passed to myself the consumer and apologized for the employees behavior. Further the consumer whose information was compromised should be made aware of the employees actions on 7/29. In addition , hotel staff on 3 occasions has contacted myself the consumer to regain the trust of the Hampton and to " give them another chance", in which we did , only to have another incident occur. Information has been provided per Hampton Management that the employee was having a "bad day" and possible " meltdown" at the front desk where she was put in charge of customer service duties, and consumers private and personal information. We find the response a violation of our consumer rights as we were followed by hotel staff due to the instability of the employee. The Revdex.com has reached out to the hotel management for resolution, only to be ignored by Hotel Management. Consumers should not be subjected to staff " meltdowns " unstable behavior. We were informed that this would not occur again. We were threatened as paying consumers and over charged as well. The Hilton brand represents customer service , kindness and hospitality that was not received for the dates of service.

This issue is with [redacted].com not the Hampton Inn & Suites. The reservation was made via [redacted].com not though the Hampton Inn & Suites. This individual made reservations with [redacted].com who failed to inform or provide this guest with the stipulations of the reservations upon [redacted]. The...

reservation stipulations are clearly out lined when [redacted] the reservation stating no cancelations, no changes, no refunds and payment will be taken at the time of [redacted] as an advance purchase reservation, for this time period. [redacted].com did not update there reservation systems with the proper documentation for guests to book reservatons. The information was distributed in March 2017 via the Global Distribution System, (GDS) [redacted].com failed to update their systems and their guests to the specifications of the reservations. This is [redacted].com issue to resolve not the Hampton Inn & Suites. This guest needs seek recompense from the faulty party, not the Hampton Inn & Suites. Thank you for your time. Warmest regardsJulie J[redacted]

All the staff members & management have been very professional and respectable to this guest and his family. We have gone above and beyond to accommodate all their requests and concerns. Unfortunately, it become quite obvious that this guest & their family was not content with our service, when they started verbally abusing & threatening one of our employees. It was then, we advised them that it would be in their best interest to find other accommodations and that this type of behavior was unacceptable and would not be tolerated.

Hi [redacted],   In reference to [redacted], the property followed all the correct protocols. Based on our policy, the reservation was not canceled in a timely fashion and the property charged her credit card in the amount of $105.14 for only a one night no-show. The property staff and...

manager tried to help [redacted] by calling our credit card processor, but he advised that [redacted] needed to contact her bank. It is a common practice of credit card companies to hold authorization of a guests credit card from 5 to 7 business days. Unfortunately, hotels do not have any say in this practice. I apologize that [redacted] had to go through this process, but there was nothing that the hotel could have done to expedite the issue.   Sincerely,   [redacted]