Hampton Inn Long Beach Airport — Hotel in Long Beach

I am a Hilton Honors member and have been since 2018. This is the worst hotel I have ever stayed at in my life due to lack of concern about guest safety. I was there for seven nights which I prepaid on the Hilton Honors App with my Hilton Honors America Express. I am a loyal Hilton guest. I prepaid to get the digital key and completely avoid the front desk. Not here/ I ended up calling down at least four times and running back and forth because my digital key didn’t work. Little did I know the digital keys of two guests would be connected to my room. Scary feeling. |The nightmare began when the Hilton honors welcome notification popped up on our TV screen in room 520 which displayed room 514 and “Welcome Andrew Diamond Member”. My name is not Andrew and I was concerned someone could key into our room since the system showed they have access based on this message. We called the desk and they sent someone hours later who only unplugged the back of the tv and said he would call IT. ||While getting towels a customer at the front desk was complaining that a man was able to enter her room with the key and realized it was the wrong room. ||Our digital key never worked and nothing was done about it even though VANESSA (one manager) had a technician come into our room twice. He couldn’t do anything and had to have a manager call into the technical support because our tv and system connecting the digital key was the problem. ||Even though we have several conversations and the Honors chats box complaints about to the front desk, and management it was to no avail because the following night we got another display of “Welcome Hilton Diamond member named Randy the next day. Two different men would be able to access our room?!? This caused extreme panic and we called again and asked to be moved to a different room. The next morning we were moved but never felt safe. Whenever we asked for the general manager Sergio we were told he was on vacation and given his business card to contact him after our stay. |In addition Marcos was only adding fuel to fire by hanging up on me when I called asking him for management. So I walked to him while he was standing there doing nothing without a customer in sight and asked for two pool towels; when I wrote my and room 520 immediately he dialed a number and Vanessa, the manager suddenly appeared. Apparently was there but he never told her that I was asking to speak with her.|Second nightmare-|I chose that hotel with an outdoor pool and a security fence around it which is the law for pools in Long Beach. This location had black masking tape over the locks so that anyone, including a small child could easily pull the gate open and be inside the pool area in seconds. This is against all safety and the law. We brought this to their attention because many families with children stay there. The tape was never removed. ||On the 4th of July, a guest lifted grocery items, alcohol and ice bags over the fence as they set up and took over the pool area with people who were not staying at the location. You can tell because they opened the back fence to let them in from the parking lot and the people came in with outside towels not hotel towels. ||The pool-|The pool was overflowing with children jumping on the handicap chair steel bar in the hot tub area (a place where small children were not supposed to be ) and diving into the pool without any staff member or manager talking any type of corrective measures whatsoever. The boy almost hit his head on the steel bar as he dove in right next the “do not dive sign” and grabbed and pulled down the handle bar for the handicap accessible seat and no one made him stop. ||For all of these reasons- we contacted Sergio the manager to inform him of our horrible experience by email three different times with no response and called the hotel and left four messages with no response. They must be trained to send calls to his voicemail. We have also called and filled out online forms for Hilton guest correspondence who threw the issue back to the general manager after stalling us out for a week. They recommended someone who is above Sergio the general manager but that person never responded. |We have videos of the people entering the pool from the back, videos of the children jumping into the hot tub and pictures of all of our concerns. ||Do not stay here if you have small children, are concerned about safety, value your peace of mind or want a responsive manager to just acknowledge your concerns. Sergio has not gotten back to us at all and it is now August so I am putting in this in to let people know. This problem could have been resolved or at least addressed but no one cared until we kept complaining. We did not come there to spend so much time engaged with their staff which ruined our vacation. Seven days and prepaid so what can we do? Just be mindful of your safety if you choose...

I wanted to leave a wonderful review after I stayed at this Hampton Inn for my wedding reception nearby, but I can’t. There were issues with the rooms before we even arrived. I got a call several days before my stay saying they didn’t have the joining rooms (one being ADA) that was available for me to reserve on the website weeks earlier. Why allow us to choose specific room situations and send confirmations if they aren’t actually reserved for you during your dates…? At least put a note saying it’s a ‘request’ not a reservation and you may not be able to be accommodated during your stay. Then, when I arrived at the hotel, my room check in was fine but my parent’s room was ‘unavailable’?? And they were going to get put in the Homewood suites side of the hotel, far from me. But when my parent’s arrived they asked to be closer to me, and could forgo the ADA accessibility because we traveled very far to be together during our special occasion and they’re mobility limited. The receptionist put them on the same floor as me and my fiancé. During the stay, the hair dryer was broken and my parent’s room was missing one altogether. They were otherwise tidy and relatively new/updated rooms. Time to get billed. I got my receipt for our two rooms. Come to check my credit card later and we get billed for THREE rooms! They charged me by mistake for the homewood suites room even tho my parents never stayed there. They only reimbursed me when the cleaning service report said the room was vacant at the end of our stay. What if they double booked, would I not have been reimbursed even though it wasn’t our fault and it wasn’t my parents in that room? What kind of proof could I possibly have showed them that it wasn’t my parents? I can’t afford an additional $500 out of pocket for their mistake. I’m so disheartened. I did get my money back, but I’m also disappointed that even after saying we’d be there for my wedding and referring to our room as the ‘bride and groom’s’ room during every interaction and in the reservation notes, we didn’t get any acknowledgment we chose their hotel for our special occasion - no champagne, rose petals, or even a congrats card. I’ve stayed and smaller, cheaper hotels that have done more for our anniversaries. The receptionists were nice, and they tried to set things right, but from beginning to end our multi-reservation stay was unorganized chaos - and during such a chaotic time of planning and throwing a wedding with a million other things to worry about, it was exhausting and came to haunt me almost a month later with erroneous charges for hundred of dollars. I don’t think I’ll be booking with Hilton/Hampton Inn for any more special occasions, it just doesn’t seem worth it...

Nice rooms, brand new hotel!

That was my original review on this Hotel and because of the first impression I gave 5 🌟s.

As you can guess this is not how it stayed.

Today we left our room at about 9 am and went shopping. Until then, we had the not disturbing sign outside which we put back inside when we left. In the hallway, one of the housekeeping ladies saw us leaving the room.

We came back to the hotel around 2.30 pm and were surprised that the room hadn't been cleaned yet. We called the front desk and told them that the room wasn't done. The lady at the front desk was really surprised and told us, she was going to send someone. As we just came back to our room we were wondering what we should do while our room would be made. So we asked the lady what she wanted us to do, stay in the room and watch the housekeeping clean our room? or invite us for a small compensation, like a soda, beer or something else. The front desk lady said she would ask her manager and call us back.

Instead of a call, the executive housekeeper Irma knocked on our door and told us that the housekeeping is still in progress and that they usually work until 5 pm. So we asked her the same question, what does she want us to do... She said that we can stay in the room or wait outside...This really upsetted us. Irma kept saying there was nothing she can do besides of cleaning the room. So we asked again if there was really nothing she/they can do for us and if not, we would put this in our review.

Irma and two of her employees started to clean the room. It was really awkward sitting on the bed, watching the housekeeping cleaning our room. One of the employees kept saying that they weren't supposed to clean the room while the guests are in the room...

When they left we were trying to call the manager (R.J. Escobodo) again. When we finally reached him he had already talked to Irma. He told us, as we were threatening Irma with a bad review, we wouldn't get any compensation at all. After a 10 minute phone call and being accused of threatening the housekeeping we decided to change the review into this one. 🤐

The only thing we were asking for was a small compensation while our room was being cleaned so we could let the housekeeping to their job. Instead, we got an experience we never...