Hampton Inn & Suites Albuquerque North/I-25 — Hotel in Albuquerque

BED BUGS!

I am in town for work and had 5 nights reserved in this Hampton Inn. Upon check-in I pulled up the corners of the mattress and pulled back the sheets and didn't notice anything out of the ordinary. Woke up the next day with one bite but didn't think much about it. The 2nd morning I woke up at 4:30am covered in bites. At this point I pulled back all the sheets and mattress cover and found two bugs running across the mattress, as well as other evidence of bed bugs (e.g., blood spots, eggs, exoskeletons).

Immediately called the front desk and asked to be booked into another Hilton property in ABQ. I was given a list of properties but no effort was taken to actually find me new accommodations. The hotel gave me the option of taking one night off my bill OR issue me a gift certificate for one free night at another Hampton Inn.

Hilton corporate followed up with an email to see if my concerns were adequately addressed. I said no, one free night wasn't even close to compensating me for the trouble of finding a new hotel, dealing with 20+ bites, and having to clean and sanitize all of my personal belongings. They responded by confirming that I've been given one free night, apologized for the inconvenience, and said that I need to deal with the hotel directly because "Unfortunately, we are not able to play an active part in any proceedings with respect to matters involving bed bugs". Essentially Hilton corporate takes no responsibility for the condition of the brands under their umbrella. I also asked what steps would be taken to mitigate the bed bug issue at this property, and what Hilton does in general to mitigate bed bugs. They were silent on that.

For reference, I'm a silver elite member and have spent 16 nights total in Hilton properties this year, both work and personal.

I should also mention that this property was in pretty bad shape. In my experience, Hampton Inns have typically been we'll kept; not this property. Torn carpet, banged up furniture, dirty bed skirts, dirty floors, non-working pool and hot tub.

This is all too bad really. I've generally enjoyed my experiences at Hilton properties but the way this incident has been handled is making me realize that my business will be appreciated more at other...

The staff was very nice of this hotel, but I think the housekeeping/maintenance has some issues. Our first room had a refrigerator that was loud enough to keep us awake. It was a weekday and we went down to report it to the desk. They let us know maintenance was still in the building and would be on it. They never fixed it. Our room seemed a bit stuffy so we turned up the air, when we got back the room still seemed warm so we boosted the air. We woke up in the morning and the room was hot. We were running late so we turned the air down and left the room, when we got back, it was obvious the air was not working. We went down to the desk and reported the air and the refrigerator still not working. They didn’t know how to fix it so they moved us to another room. After packing all of our things and moving and getting to the new room, I walked around the side of the bed and found garbage laying on the floor. It was a pretty big piece of garbage so I don’t know how they could’ve vacuumed or made the bed without finding that. Then we went into the bathroom, and I pulled a tissue out of the box and a red rubber earbud case came out with it. Once again, I’m not sure how they could have cleaned the bathroom and put those decorative tissues in the top of the box without seeing it. I checked the bed to make sure it had clean sheets. I wiped down all the flat surfaces in the room, which were sticky in places. At some point, we took our shoes off and realized the floor was wet next to the nightstand, maybe a previous guest spilled something, but still.

I have to suggest you check your room thoroughly before unpacking or settling in. We were too tired to ask for another room at this point.

I’ve spent almost an hour on the phone today with the hotel and with Hampton customer service trying to get the 50% refund I was offered. It hasn’t happened yet. I think a week is long enough. Honestly, at this point they should refund the whole visit. Vacations are supposed to be relaxing and one shouldn’t have to clean up garbage, move rooms, clean sticky spots, or wear shoes in your room because the...

I will first off say that I was not able to stay here because the service before we even checked in was horrific. I called to extend the stay as our plans changed closer to the date of the arrival, and the representative told us there were no rooms available during the period we were looking for. We called a week later to cancel the room as we had to book another hotel with the availability we wanted, and were told we were outside the special 2 week cancellation window because of the event in town. We were also told by customer service that the hotel did in fact have room on the additional days we were looking for, just not for the whole period, when our original date was included. But by this time the rates had doubled. We have been Hilton members and stayed almost exclusively at there hotels for years and know the typical cancellation time frame is 24 - 48 hours. When we looked at our confirmation email the cancellation policy that they said was provided was a hyperlink to review the cancellation policy, which is the same hyperlink included in the normal confirmation email. Additionally, I made the reservation through the Hilton app which doesn't specify/acknowledge the policy until you are outside the window. I was ultimately told the my choices were to throw away my points or cancel and get charged the daily rate.I get why they have the special policy, but the policy was not communicated in a manner that would be easily available or disclosed to a customer. Instead it was behind the a hyperlink, as if they were trying to hide. Overall, I am extremely dissatisfied with my experience and disappointed in the Hilton brand for not acknowledging or owning their mistake, because they can't go against a hotels...