Hampton Inn & Suites Cedar Park North Austin — Hotel in Cedar Park

Probaby one of the worst attitudes I have ever encountered while checking into this hotel by the front desk staff(correction - I later confirmed that she is the assistant manager), MORGAN.

Firstly, we have been loyal Hilton customers. We are not only Hilton Honors Diamond/Gold members, but we also are Hilton GV Club Elite members for over 20 years. Hilton always tries to reward its members for their loyalty by offering various perks and rewards.

Unfortunately, MORGAN at this Hampton Inn & Suites Cedar Park North Austin does not understand the purpose for Hilton to offer HHoners rewards to its members.

Upon checking in, we asked for their complementary bottles of water for HHonors members, which they obliged. We then saw a display case on the counter that advertised, "THE TASTIEST PERK. EXCLUSIVE OFFER FOR GOLD AND DIAMOND MEMBERS." In the display was a bottle of Coke, one bottled water, a bag of nuts, one cookie and a candy bar.

I was very happy to see that Hilton is giving these 'exclusive' perks to their HHonors Gold and Diamond members, so I asked for my 'Gift bag of Perks'.

Alan, who was also working at the front desk, said, 'Yeah, go ahead (and get them ourselves)."

But MORGAN came by and STOPPED us and said. "NO. You cannot have them because these are EXCLUSIVELY offered to our DIAMOND Members only!"

I quickly pointed out to MORGAN, "Please read your own display - "....EXLUSIVELY FOR GOLD and DIAMOND MEMBERS." It was obvious that MORGAN did not know what was on their advertising display at her Hotel... Even after she acknowledged her mistake, she pushed onward, "Okay... But You can only have ONE item in the case." "You can either have ONE candy bar, or ONE bottle of water but NOT both..."

By this time I was quite unhappy with her 'hospitality' and said, "So I can only get one Cookie from your display as the EXCLUSIVE PERK?' She firmly replied, "YES."

I was very unamused at this time and left. "It's okay. I don't don't need your EXLUSIVE PERK of either ONE bottled water or ONE cookie."

In my opinion. MORGAN clearly does not understand the ultimate purpose why Hilton is trying so hard to find ways to reward its members and keep them loyal to their brand.

I was quite unhappy and filed a formal complaint with HHonors service department who apologized to me for MORGAN actions and that she will escalate this to higher managment.

Overall, the property has clean rooms. But a number of their amenities did not work properly: Our digital key did not work when checking in (Morgan said it had something to do with my CCard which I didn't understand but didn't bother to ask her again..), the hotel phone speed dial did not connect to the front desk (even though it was listed as "Front Desk").

Lastly, I believe MORGAN needs a lot more training about 'hospitality' from Hilton and the purpose of HHonors Rewards....

I was HH Diamond member last year after staying in more than 30 days in Hilton brand hotels in one year. So, to all the Diamond members out there: Morgan wants to thank you being a loyal Diamond member by giving you…… One bottle water OR one cookie.. choose one But you CANNOT have Both!

BTW, I just leaned that MORGAN is the Assistant Manager at this Hotel…. I read other reviews here and saw that MORGAN’s name was mentioned for poor service/attitude towards customers. Why am I not surprised!

I am quite curious of the rest of their staff’s service quality if she is the leader of their pack…

I like to mention Alan was very courteous when speaking to us and tried to salvage the service strain…5...

If you want a good night of sleep then DO NOT GO HERE!!!!! I am writing this review currently at 4am because the air conditioning is constantly going on & off in our room which has been waking me up all night (I have not been able to sleep at all due to this nuisance). I tried calling the front desk (from both my cell phone and our room phone & no one answered). I come downstairs and no one is at the front desk (see attached image). While I am downstairs at the front desk, I call the front desk from my cell phone (again) and no one answers (despite all of the front desk phones ringing). I knocked on the "Staff Only" door multiple times and no one answers. I called another nearby Hampton Inn location to inform them of the situation (that location answered) and requested to speak with a manager; they said there is "nothing" they can do because they are owned by different owners. After 20 minutes (it is now 4:20am), the front desk associate finally comes to the front desk from the hotel lobby area (to be quite frank & honest, it looked like he just woke up - at least he appeared to have received good quality sleep) and when I explained the situation to him, he told me "Why are you calling about this now at 4 in the morning? There's nothing we can do. No one else has ever had this problem". I told him I called multiple times from both my room, my cell phone PLUS I came to the front desk without anyone being at the front desk (while calling the front desk from my cell phone and NO ONE answering despite the front desk phone ringing). I told him I called another nearby Hampton Inn location because no one was responding at this current location. He said there is nothing that can be done and to talk with the manager at 7am. Very poor and unprofessional customer service. Stay somewhere else if you are looking for a good night's sleep.

UPDATE: I changed my review from a 1-star to a 4-star solely due to the positive customer service experience we received from Bri the following morning. The following morning I went to the front office. The manager was not available but the associate, Bri, was informed of the events that took place. Bri was very kind, empathetic, compassionate and took the time to listen to my concerns. Bri was able to relocate us to a room (with a functioning air conditioning unit) and she gave us 2 bottles of water. With the phenomenal customer service recovery Bri implemented to mitigate the situation, she deserves a promotion. Thank you Bri...

We had a week long stay booked and during our nights we had the common hotel problems slight issue with the A/C TV flickered hotel wifi was meek and hard to connect the plug next to the beds was not charging our phones fridge not getting that cold shower water pressure was a little weak that's fine and well but when we came back to our room in the late night from a family emergency to find a roach in the far corner of the room next to my puppy who dose not bark he is less then a year old he doesn't really know how to bark yet started running and barking my daughter screaming and my husband crushing this thing at that moment I said nope im not doing that my daughter crying in the room almost having a panic attack and crying while her sister is crying as well to so then my husband went downstairs to speak to them about this and we'll all of us have a fear of roaches it's a actual phobia it's the germs they carry and the way they scurry and move it's very gross for us they said ok they will compensate you for your stay and then tried to relocate rooms for us and I refused that instantly what if there was another roach and it crawled in my daughter's ear or her mouth who's fault would that have been who would take responsibility for this i proceed to pack my family out of the room at 1:15 am ish and got told you will be compensated tomorrow by our manager Then the general manager proceeds to tell me they will discount one night out of the entire stay and emails me a receipt for 700 and change now you tell me is that fare also tells me that theres a 0 percent chance there's another roach in another room now during all of this back and fourth i did mention how it makes sense why my puppy was so alert and and barking at 3 and 4 am because he doesn't do that his crate is open and he goes and comes as needed pad trained crate trained yes a Lil stubborn but that's because puppy energy so I was explaining for all we know that roach was in the room when we entered it she then goes to say and accuses me of saying its been in there and we stood with it untill this last night mind you we didn't stay the full stay saying how this is all she can do that's not compensation that's mockery and not caring for any one els is stay or comfort only caring about the face of the company and how she's the general manager and theres no one above her after rudely cutting me off and saying is there anything els i could...