Hampton Inn & Suites Imperial Beach San Diego — Hotel in Imperial Beach

I HAD MADE THIS RESERVATION A FEW MONTHS BACK :We are driving from San Francisco to Dan Diego, We arrived at 9pm and WAS NOT EVEN GREETED, I kindly told CARINA/Karina the receptionist that I had a reservation for my family, she said YOUR RESERVATION WAS CANCELLED (never received an email w a cancellation notice) & we have no rooms for you!, with no Empathy she said I can give you a number for another hotel. The wedding party was all at this hotel so I wanted to stay here. She said my card didn’t go thru so they had to cancel(I thought they charge your card when you arrive? I hadn’t even gotten there)( but there is a fee on my cc!? ), however when I called to do the late check in I was told I can present my new form of payment and my ID at the front desk, I was telling this to Carina and she was just being RUDE and raising her voice and was saying she couldn’t do anything about it, so we asked to speak to the manager(I HAVE 3 LITTLE ONES who have been in the road for 8hrs and she didn’t care), she said there was no manager I can speak with (I’m trying to explain what I was told my reservation was reserved for a late check In & why would they sell my room) while turning her eyes and still being discourteous. She was being so argumentative, shes like I’m not listening & she got on the phone w police she starts crying( totally 360, she changes her demeanor) and acting like she’s the victim? I told her she doesn’t have to give our description, that we were not leaving and we’re going to wait for police to arrive.(police arrive and do a report) this is not ok, MY KIDS WERE SCARED!. She says she doesn’t want to deal w us raising her voice so I did raise my voice once she did it to me, and asked her not to. There were 2 more workers that arrived and they were very kind and tried to help us out. We stayed the night in a room of another wedding party for the night and Cecilia another worker was able to sell us a room for the next two nights.(totally different attitude towards us ) Every time I talk to the front desk agent Karina, or walk past her she has a poor attitude, she NEVER SMILED and never was POLITE, I feel Unwelcome staying here. Every time we would pass by the lobby she would whisper to her coworker THATS THEM!(like I can hear you, I’m just not twelve or trying to keep pushing the situation she put us through). We felt very uncomfortable during our stay & honestly wanted the 3 days to be over. This experience was overwhelming. I hope I get a manager to reach out and take care of this situation. The other employees were authentic and caring the room was nice no complaints there. I’m 💯 sure our experience would of been different if she wouldn’t of been here

The management should reconsider giving the Carina some customer service training. If not, just hire new and friendlier ones. The front desk REPRESENTS your brand, your company. If they continue providing this subpar service, I will never stay at any of your branches anymore.

Like I mentioned before, I really love the quality of my sleep here, the bed is amazing and very comfortable what killed my experience here is the lady working at the desk.

Please think about...

This hotel is pretty new, so it is in great condition, modern and the staff is wonderful! We planned a 3 night stay, which turned into a 5 night stay, then when we had a car issue (not related to stay), it became a 6 night stay. Each time we extended the stay, it had to be done as a new reservation (could not just be extended). That was odd, but no big deal. For each of the 3 reservations, we went to the front desk & said we were checking out and then checking back in. They handed us new room keys & we went on our merry way. We don't like housekeeping to come in our room during stays. We ask housekeeping for new towels and new trash liners, while they are cleaning on our floor. They were super friendly and very helpful. We did ask for one mid-week complete cleaning since we stayed a total o 6 nights. Excellent job on our room. We were visiting with grandkids in town. We had 2 stay with us each night and then during the day on a couple occasions we had several grandkids in the lobby/lounge/breakfast area (whatever you want to call it) to play games, do homework, eat our lunch or just visit. Nice, clean and friendly atmosphere. Its a good size place with 15-ish (?) tables/sitting areas. We saw several other groups do the same. The pool was clean, warm and we enjoyed! Meet others there as well--friendly environment! Staff? Terrific! Thank you. From the front desk, to bar/night lounge, to housekeeping, to maintenance folks--we had interactions with many of them. Everyone wanted to be sure we were having the best experience we could. Thank you. A few names who deserve kudos: general Manager Robert, Assist. Manager Jessica, Front desk/evening staff Sandra and Erika, Housekeeping Maria (she is super sweet and such a hard worker!!). There are more whom I don't remember their names.....but Thanks to all who made our stay such a great success! Couple other comments: Hotels often say "help save the planet, reuse your towels and then don't give you enough hooks/rods to hang them to dry ( or hang them so they rest on the top of the back of the toilet--NO THANK YOU!!). There were 2 towel bars, 3 hooks and then 3 more hooks in the room--Thank you!! Works for me. Two cons--could use bathroom exhaust fan--Imperial Beach is humid enough--adding shower humidity to the room UGH!. Could use another light or 2 in the main room. Other than that--we are very happy. We will...

I've had the pleasure of staying at this Hampton Inn for two weeks. It was a disaster the first night, but it was immediately rectified by Jessica(General Manager) the next day. It was a thermostat issue that wouldn't go below 67 degrees. The GM has a solution for you if you're having the same issue and you will.

When you check in, you'll likely be greeted by the friendly staff. I wish I had remembered their names. They were a quick part of my entire experience of two weeks, and not the reason I'd come back. I'm writing the review on why I'd come back and choose this hotel for all my government per diem stays.

General Manager(Jessica) solved my thermostat issue the next day. Yes, I think management failed to provide the night team tools and knowledge on how to resolve the issue, but it was resolved the next day. Alexandria(#2 in management) is very friendly and she puts her heart and soul into this hotel. She's open to ideas on how to make things better. She speaks highly of Jessica and I feel they're both on the same page of doing whatever it takes to make the guests feel welcome. Cheryl is the gold you can never let go of your property. In the two weeks I've been there, I've seen countless people address Cheryl by name. Do you know how amazing that is? I was sitting at the bar and this this government contractor said he was going to take off. People came to the bar who knew Cheryl by name and everyone was engaged. This contractor bought more drinks, made more revenue for the company, and all of us had a great time as patrons. Over the two week span, I've met so many people who simply come to the bar and open their wallets to Cheryl. I've never met her in my life. You know why she's the gold of this property? She's so real. She's honest and funny. When business people like myself travel, we meet people everyday and you get into this template communication where we all talk like robots. Cheryl brings the human and friendship element back to hospitality. She is the gold standard of...