Hampton Inn & Suites Gallup — Hotel in Gallup

DO NOT MAKE A RESERVATION IN ADVANCE. THE LOCATION IS VERY DANGEROUS AND HOTEL IS UNDER RENOVATION ALSO HAS VERY MANAGMENT.

We faced this situation because we did not see the e-mail sent about the renovation two hours before the hotel check-in time. When we went to the hotel, the strange appearance of the entrance part and the messy, dirty and terrible appearance of the lobby made me feel like I was in a horror movie. As if all this terrible image was not enough, the fact that receptionist and the manager worked without any vision or mission made the situation even more terrible. I wish their priority was to clean the lobby, maintain the order of this place, or at least close the working areas to get a more orderly and clean appearance. It's not much different from a garbage dump. I don't think it is a very safe place due to location. On top of that, encountering a hotel like this and the behavior of the employees and managers makes you feel even more insecure in a place you don't know. I wanted to cancel our reservation because we did not feel safe and we were faced with a serious management problem, but before that, we had to find another hotel where we could stay that night. There was no internet in the lobby and entrance of the hotel and we could not do the necessary research. We asked the receptionist to cancel the existing reservation by making a reservation at another Hilton hotel. She canceled our existing reservation without informing us that she could not make a reservation and did not even get our approval while doing so. The behavior she did without knowing that we could not find a place in another hotel put us in a very difficult situation and this behavior was unacceptable. Apart from your salary, I recommend that you work by adopting the mission and vision of the hotel and receive training in guest relations. If this was done in another hotel, I could accept it, but it is unacceptable that it belongs to the Hilton group and provides service under its standards. How does it comply with health standards to say that hotel can continue to provide breakfast service in a dirty and messy environment? How can there be no luggage cart in a hotel serving under the Hilton standard? Why are guests who have made a reservation not informed within an acceptable time frame? Why can an existing reservation be canceled without approval? And why doesn't a manager bother to fix all this and instead talk to the guests in a judgmental way, telling them not to stay if you don't like the hotel?

Hotel service is not like buying something from the store, it is better if you know this distinction. People make travel plans and come to a place they have never known and stay there. You cannot send an e-mail to a guest who is driving a car or have flight two hours in advance and say that we have informed you, and you cannot cancel it at your...

If I could give 0 stars, I would. The girls at check-in are completely out of their element, managing a hotel. Our room was flooded by the toilet from whoever stayed in it last. We asked for someone to come up, and she hands us a plunger. I'm sorry.... am I paying to stay in a relax free hotel as stated, or am I a plumber now!?

Ok, we plung the toilet only to have it overflow again, so we called again and got hung up on by the front desk because clearly she didn't want to deal with a toilet.

Now ok, for the first time, whatever the 2nd and 3rd, no, that's not customer service when this chain is the ONLY chain we use in Canada and the US.

My father and I are staying in NM and have been traveling from Toronto to Arizona and have only booked with this chain along our travels. I don't want to plunge a toilet or sleep in the same bed as my father.

No compensation other than being told to check out and find somewhere else to stay.

Now it's 11pm, no maintenance, no resolution, no manager, and we get hung up on and told we needed to come down and get towels to clean the overflown mess in the washroom.

Thanks for the great customer service. I will never be using this chain again. I've added your guarantee to this as well. We were definitely not 100% satisfied.

After reading a lot of the reviews, you clearly need to do something about your front desk staff. They are rude, hang up on you, and have no conflict resolution skills

At Hampton, we consistently go the extra mile to deliver the exceptional stay you deserve. Intuitively designed for both function and comfort, it's our priority to give you a seamless, best in class experience – every time. That's the 100%...

This Hampton Inn sullies the brand with high prices that do not much the decrepit quality of the establishment.

When we arrived, two tweakers smoking meth under a tree in the parking lot of the Cracker Barrel beside the hotel tried to hide behind a trash can when they saw me. A local cop warned me to be vigilant, and you should be.

The moving cart had a hole in the wheel the size of a bullet, so moving personal items was difficult. The front desk hostess chatted on her phone constantly and offered little help. The hostess the following day was much more attentive and professional. Staff and maintenance treated us with kindness and warm smiles. The breakfast provided some good quality options.

Still, the hotel desperately needs upgrades: door handles and locks are difficult. Carpets are frayed. The elevator sounds scary and vibrates. Sink drains like molasses. A/C smells like carpet cleaner and toast. Hot tub is probably still broken.

We reserved a studio suite, and it was so small compared to the studio suites offered in Santa Rosa, NM ; Kingman, AZ; Chico , CA; Clinton, OK; etc.

The price was higher than any Hampton Inns we stayed at in eight states, including CA. We paid $254 for one night with one dog and one cat. With those kinds of numbers, one would expect a stronger capital investment in the brand.

Prior responses by the owner to reviews like this one appear to possess sincerity in their tone, but no action behind the promises as evidenced by the condition of the place.

This place is a last resort, but the town of Gallup could use your business. Perhaps try the Hilton Gatden...