HAMPTON INN - SUITES RIFLE

We had a room booked here, but had car trouble in Sterling so we were going to be really late. I called here to see if we could transfer our stay to a hotel closer. They said they would call me back after they talked to their manager...I waited for like 20 minutes and never heard anything. That is when I called Hilton Headquarters. I talked to two women I could not even understand. They said they couldn't do anything and gave us a case #. Then we decided to drive to Rifle. It was 2 am with three kids. My husband walked in and our room was canceled, without anyone calling us and telling us. Then my husband tried to book another room and the front desk lady had no idea how to book a room, or even what a zip code was, so she had to call her manager. We ended up walking out and not staying. Hilton do better and train your employees! This review would have been a lot worse if my husband would of written it.

I booked 4 rooms for a 2 night stay the weekend of May 16th. I had family coming from out of state to celebrate my 60th birthday. We planned to spend a couple of days in the Glenwood Springs area before heading to Grand Junction. In advance of this stay, I booked a one night stay to ensure my family would find the accommodations suitable. I should have paid attention to my gut. When I arrived for this stay, I was greeted by a 4 or 5 year old boy, running around and seemed to be the only person at the front desk. I waited quite a while before the manager finally appeared to check me in. She was very uninterested in me or my questions about getting my family’s rooms located near each other for our stay in a couple of weeks. I put it down to her being distracted by the child. The room was dated with damage in the bathroom, but the air/heat was adequate and the bed was comfortable. Breakfast in the morning was well prepared and the hostess did a great job managing the busy room. Before leaving I tried speaking with the manager again, same result. At no time did she smile or seem engaged. I felt like a nuisance. Since I didn’t have faith the manager would follow through, I called the hotel and spoke with someone else to ask for our rooms to be located near each other. When we finally arrived, it was a nightmare. The clerk could not seem to comprehend the 4 reservations, kept giving us keys to the same room and we held up other patrons trying to get checked in. We arrived at 3:00 pm and 2 of the rooms hadn’t been cleaned yet. This we were happy to give grace with since staffing is often a problem. Our room smelled of sewage our entire stay and the air/heat uncontrollable, but since we were close to our family we decided to stick it out. That evening I noticed that we had charges pending for our 4 rooms. I had prepaid those rooms in April and contacted my credit card company. They said that since the charges were pending, we should let the front desk know that the rooms were prepaid and they would remove the charges. The next morning I spoke to a wonderful young man who said he could see that the rooms had been prepaid, apologized for the inconvenience and said he would notify the manager who would be in Monday morning and she would be able to reverse those charges. Monday before leaving the hotel I spoke with the manager and explained the situation. Again, she was extremely uninterested and completely disengaged, but she said she would take care of it. A week later, here I am, disputing the charges through my credit card company and jumping through hoops because she couldn’t be bothered to do her job. Yes, the hotel has obvious maintenance issues and we were able to manage those expectations, but the horrible experience with manager is inexcusable. We travel frequently and I stay in Rifle regularly. This experience has soured me on Hampton Inns. While this doesn’t mean I won’t ever stay in one again, it means if there is a comparable hotel I will choose it over a Hampton. When I stay in Rifle, I’ll certainly never stay in this one again and I expect a full refund of the charges. Paying once for a stay here was a mistake on my part, but being double charged to stay here is criminal!

I have a hard time believing the current rating of 4.5 on TripAdviser. Room had light fixture missing from one side of bed, peeling wallpaper, and needed lots of Sheetrock repair.