Hampton Inn Burley — Hotel in Burley

I am writing to formally document a disappointing experience I had during my stay at the Hampton Inn by Hilton in Burley, Idaho, on April 26, 2025.

After a long day of travel (over ten hours on the road), I requested the Wi-Fi password from the front desk. The young woman working there provided one; however, when I attempted to log on, I was redirected to a Hilton Honors membership page, suggesting that free Wi-Fi was only available to members.

Confused, I returned to the front desk for clarification. The employee made a sincere effort to assist, eventually involving the front desk manager, Alejandro. After several minutes of back-and-forth, the young lady was able to connect my phone, though it was still routed through the same page that initially concerned me. Given the confusing process, I remained uneasy about whether this would result in unexpected charges.

More importantly, I still needed Wi-Fi access on a second device. When I asked about this, Alejandro instructed me to bring the device back down to the lobby for assistance. After a long day of travel, I simply did not have the energy to keep jumping through hoops for what should be a basic amenity—one that hotels of every caliber, even lower-cost options like Motel 6, provide with minimal effort. I politely said, “That’s okay. I’ll just leave an appropriate review.”

Rather than attempt to resolve the situation, de-escalate, or even show basic hospitality, Alejandro dismissively replied, “Yeah, you do that!”

This kind of sarcasm and lack of professionalism from a manager is unacceptable, particularly in an industry built around guest service. While the young woman showed far more grace under pressure, the overall experience left a negative impression. As a paying guest, I do not expect to feel like a burden for requesting what should be a seamless, standard service. I certainly don't expect snide remarks when I express dissatisfaction.

I am requesting that Hilton review this matter, provide appropriate coaching to the Burley location staff (particularly management), and address the guest experience issues so that future travelers are treated with the courtesy and respect...

Our stay at this Hampton Inn was absolutely phenomenal and the staff deserves to be recognized for their outstanding service to their guests!!! We stayed here for almost a week with my disabled parents. Everyone loved this facility. It was clean, quiet, comfortable, and its location along the Snake River cannot be matched by any other hotel in Burley. Michelle at the front desk was incredibly kind and struck up a conversation with my parents as they were waiting in the lobby. She did not have to go out of her way to do that, but it made them feel good and they enjoyed talking with her. There was also a man at the front desk that helped my sister when my parents had trouble figuring out how to turn off the water controls in the roll-in wheelchair shower. I inadvertently overheard the conversation as I was sitting in the lobby (without knowing it was my own sister calling to the front desk) and he was diligently reviewing the instruction manual to assist them, and even sent up extra towels and maintenance to help clean up the water. Finally, the blonde woman that maintained the breakfast bar was so kind to offer to heat up some bacon for my diabetic father when they ran out of sausage patties. I saw her everyday during our entire stay and she did an excellent job with keeping the breakfast area stocked and clean, and you could tell she really cared about doing a good job. All of our interactions with the staff were more than positive, and greatly influenced our opinion of this location more than the actual facility itself. It is clear that the staff sincerely and genuinely care about their patrons and will go out of their way to ensure a pleasant stay. I hope they receive all the recognition they deserve!!! I just can't say enough positive things about the Hampton Inn in Burley. My parents are in poor health and might not be alive much longer for us to ever travel back to Burley again, but the staff made our stay memorable simply for caring about us. From the bottom of my heart, THANK YOU TO THE STAFF for contributing to our happy family memories of what could be our final...

Incredibly poor interior design by Hampton (?).

Extremely poor room lighting. Two small (25-40 watt) lights between beds. One non-adjustable reading (sic) lamp on desk, which shines in your eyes. That's it, unless you count overhead light near door. If you drop something dark, on the floor, it's history until the next morning.

Tiny shelf between beds (double bed room) with small clock. No room for tablets, cell phones or whatever. No drawers underneath.

Very limited shelf space to put luggage. Just store your baggage on floor underneath shelves.

Also 'barn door" door slides to cover either closet door OR bathroom door....not both. When slid to cover bathroom you can stiil see into bathroom. Poor design.

Property not close to anything. No close restaurants. Stuck out in a field by itself in an industrial area.

The only reason for 3 stars is Jeannie, the night manager. She personally brought us 2 lamp to make the room lighting acceptable. Very charming, professonal person. She was also professionally dressed showing she tries to refect the supposed quality of a Hampton property. She was a lot of class in a classlessly designed Hampton.

We are Hilton Honors members and love Hampton Inns. However, this Hilton property is little more than a poorly lighted, poorly designed, Motel 6. Out of necessity, we have stayed in better Motel 6's.

Thank you Jeanie for doing all you could to make our stay better. You were the one 5 star part of...