Hampton Inn Mesa Verde/Cortez — Hotel in Cortez

TL:DR – Carlos (front desk) and Janice (general manager) were the most rude and disrespectful hotel employees I’ve ever met. They kicked out our young family with two small children of the hotel for simply requesting a pack n play. Please beware of their ridiculous and shameful behavior before staying at this hotel.||||We requested a pack n play for our baby from Carlos when we checked in. He informed us that the hotel only had 2, and that they were currently used, but he would try and obtain another one for us and would let us know when he got one. ||||3 hours later, we followed up to see if he had been able to get a pack n play. He simply said “no”. We asked him if it would be possible for an employee to purchase one for the hotel so that my daughter could have a place to sleep for the night. He laughed and mocked me for suggesting this and sarcastically said, “yes, of course…no!” My wife and I told him that was he was being extremely rude and that we were going to report his behavior to the general manager. We asked for his name, the manager’s business card, and went to our room. ||||Later I went to our car to pick up the pack n play we had purchased that evening in case this happened. When I walked back into the lobby, I said “how sad”, referring to how disappointed we were with the lack of a pack n play that the hotel is supposed to supply and for how he handled the situation. He immediately threatened to call the police if I said one more word to him. I was extremely shocked by his threat since my wife and I had been very calm, reasonable, and well-mannered with our request, while also expressing our displeasure with him. I asked him why he would do that to us as a family with two small children. He said, “that’s it!” accused us of being rude and said we had 10 minutes to leave or the police were going to come and escort us out of the hotel. He also denied my request to speak to his manager, Janice, whom he was on the phone with at that moment. 15 minutes later, the police came to our room. We explained to them what happened. They agreed that we were being mistreated so they called Janice and told her how we should be allowed to stay at the hotel, especially considering how late it was for our children and how we had done nothing wrong. Janice refused and we were forced to leave. ||||Hilton and the Hampton Inn Mesa Verde/Cortez should be ashamed to employ such rude and unprofessional employees like Carlos and Janice Christiansen. Their behavior was extremely repugnant and...

My husband and I stayed here back in September, and I am finally just mustering up the nerve to leave a review. I attempted to reach some sort of support or customer service for this hotel for months but no one has ever responded or been helpful. We stayed here for 3 nights while exploring the area. At first glance the hotel was good. It was new, nice, modern, clean, etc. The room was nice and big and new. After a long day of adventuring, we finally get to the room. The air conditioner was making this awful screeching noise. It sounded like a fire alarm was going off. No matter what we did, we couldn't get the noise to stop. In fact, it was so loud you could hear it from down the hall. Finally around 1am when we couldn't take it we went to the front desk and let them know. They were allegedly fully booked so we couldn't have another room. They said they could give me ear plugs but after 30 minutes of looking they didn't have any. I mean the noise was so bad that we literally spent the night in our car! I was livid! The next morning someone else was at the desk and we told them what was going on. It took about 2 hours of our time to try and figure out what we would do. This was really annoying because this ate into our plans for the day. Finally they found an on call maintenance person who could take care of it. So we left for the day and came back in the early evening. They had to replace our ac unit with a new one. This one didn't make a noise, but guess what the AC now didn't work! It was 87 degrees in the room. We couldn't get the AC to turn on. We went down to the front desk and they said maintenance was gone for the weekend so there was nothing they could do. Are you kidding me?! It never cooled down in the room it was so miserable. They wouldn't switch us to another room or offer us a refund. It...

Owners/management would not accommodate my simple request:

I travel for extended periods of time. Because of that, I need a comfortable recliner chair in my hotel room, otherwise I get tremendous low back pain. Awful old desk chair as well. Very disappointed!

*Manager responded on traveladvisor and said many things that were not true, so here is my response to Janice:

If you're going to respond to my post, then at least be honest about what happened. I have email proof that I would keep couch in my room AND pay for ALL weekends whether I was there or not. That is not what this is about. You refused to simply let me put a comfortable chair in my room. You are the FIRST hotel to refuse this simple request to me. There was more than enough room in the hotel for this request, you did not even bother to ask me how big my chair was. And you know that the chairs at your desks are AWFUL, very painful to sit at for more than 10 minutes! Your 32 inch TV's are very small and not fun to watch anything on. It is clear that you have cut corners with quality to cut costs.

You also told me I would be getting NO room service, on any weekday. Not only that, but that it was non-negotiable! This did not feel like a hotel, it felt like I was in a sort of prison being denied service and simple requests that would have made my stay MUCH more enjoyable.

What you did offer me was to move to another room that I didn't want to move to. I have 2 suitcases FULL of items for my long travel, and I guess it didn't occur to you how difficult it is to move all of my things once they are unpacked. These are the things you need to consider for future guests, and I will not be one of them. Now excuse me while I make another appointment with my chiropractor to fix the back pain that...