Hampton Inn Alpine — Hotel in Alpine

Good customer service when we checked in but... We were traveling on a road trip returning from Mexico to Florida. Being Hilton Honors members, we always stay at a Hilton or Hampton Inn and it's always served us well until we came to the Hampton Inn Alpine. The room refrigerator was on 3/4 high when we arrived but the temperature of the refrigerator interior was higher than room temperature. We had brought some food with us we didn't want to spoil so after trying to turn on the refrigerator, reset it, un plug it and plug it into another outlet, we called the front desk. The front desk clerk explained he was the only person on staff at around 4pm. He instructed us to unplug the refrigerator, wait for 40-50 mins then turn it on and wait for another 15 minutes. After doing that and still not having any results, he sent his "maintenance man". Upon his arrival he had a filthy appearance, displayed absolutely no work ethic and only said, "I can't do anything. Leave it on cool for a couple of hours then turn it up." He left without doing anything. We actually had to call the front desk to insist they replace the refrigerator with another one. At this point it was turning into an hours long repetitive "Unplug it, plug it back in, wait, turn it up, call us back and we'll send someone new to tell you it's not working type of process." Hilton and Hampton Inn's have always been our chosen place to stay and we're thinking this place is just an abnormality. The hotel is still a nice place, the room was above par, but the lack of work ethic we witnessed was pretty poor. Here's a hint to he management of this place: When people check in with a lot of bags and are tired, they don't want to pack up and move to other rooms. They also don't want to me continually "put off" for hours over a common sense fix instead of resting which is the primary reason why we checked in. Finally, your customers shouldn't have to tell the staff to do something as simple as change out a refrigerator that doesn't work. That should be something the staff should do without being "prompted". As a post script, either pay your maintenance man enough money to wash his clothes and bathe so he doesn't look like a homeless person or hire someone with a decent work ethic that comes to work in a clean and serviceable uniform. Appearances do make...

I was expecting a little more from a Hilton facility. On the surface everything was fine, studio room with two beds and in a decent town location. The staff was awfully busy to such a degree that I felt for them. No one seemingly worked the front desk but if you stood there for about two minutes I think the CCTV tipped them off that a patron was waiting. My main issue was room design and the price consideration therein. I’ve been traveling with my son, so we got a two bed studio. We walked in and were immediately grateful. It had a safe, two sinks and a a pull out couch. Now this is where my question marks frequented the landscape of my mind. In the bathroom the toilet paper holder just broke away, dropping the toilet paper on a recently wetted floor. Big yuck but manageable. Then the towel holder just gave way as my 135 pound son used it for balance stepping out of the tub. Now imagine that he’s a 265 lb. Grandfather trying to step out of the tub and grabs the towel holder for a lil moving balance - not a good scene. So these two incidents have me the impression that the ergonomic design was just for show. Then I noticed that the towel shelf was higher than my own six feet, so I hopped up to look at it and saw a top shelf of dust and grime. Presumably the housekeeper can’t reach that high shelf. Which reminds me…I booked the room three weeks prior but at 9:15 am housekeeping knocked on the door and walked right in - she had no idea that it was occupied. I’m going to go back to the design of the room one last time and remind you that I’ve traveled with my son. The bathroom had full reflective mirrors, which seems appropriate enough but my boy who has a bed in a far corner, had the same viewpoint as someone sleeping in the bathroom. In my opinion a partition drape might have been a good design idea. He doesn’t need an eyeful of a co-guest in the bath area. I also thought that the microwave oven was both too low and too far back in the placement counter. I had to get on my knees and reach in to use it. I’ve included pictures. I like the Hampton Inn and I like Alpine but this particular location just didn’t...

My family and I stayed here for the first time when we were down for the Easter holiday. We normally stay elsewhere when visiting home, but because my work offers a corporate discount with Hampton, we thought we could try and save some money. From the beginning when we called to book our stay, my wife would have to call multiple times to get someone to finally pick up the phone. When we arrived and tried to check in we stood at the front desk for 10 minutes or more until someone came to the front to assist us. Although room was clean and to our satisfactory. Front desk personnel were rarely available quickly. Twice my wife went down to grab water and snacks from the suite shop for the kiddos and was stuck waiting for a long period of time. One of the times when she had about $20 worth of food from the suite shop nobody came to the front to charge her for it. She ended up knocking on a door that said “office” only to be greeted by an older women who had no sense of customer service skills and gave my wife a look as if it was her fault and seemed upset that she was bothered. After we checked out and we were headed home we noticed that our jackets for the whole family stayed behind. I called a family member only hours after checking out to run over to the hotel to collect our belongings. All the jackets were returned to us but one xl male Harley Davidson branded jacket. We did notice a male housekeeper that was cleaning the rooms on our floor. When we spoke to manager Jennifer about our issue, she also said that the male housekeeper did notify her of the jackets he found but also asked her if he could take our kids north face jackets to give to his kids. This hotel is a joke and ran by unskilled and dishonest people. We will never try our luck again and staying here. We have stayed at the Holiday Inn multiple times in the past and have NEVER had issues like we did...