Hampton Inn & Suites Tucson Marana — Hotel in Marana

"GENERAL MANAGER KENJA" one would assume that a general manager of a HOTEL, which is in the HOSPITALITY industry, would be good with their customer service. WRONG! GM KENJA of this Hampton Inn has absolute no regard for customers or providing well customer service. To a great level I am astounded on how she holds a general manager position for a Hilton hotel with such low standards of customer service. How can someone with such lack of such service, manage a hotel, or any hotel that requires you to be a LEADER in demonstrating a high regard for customer service.? Kenja does not care for your stay nor your comfort and above all for your charges. The card was authorized for 3 nights plus room and tax and what not. AFTER she cancelled ALL my pre-existing reservations. SHE WENT AHEAD AND AUTHORIZED MY CARD WITHOUT GIVEN CONSENT!! I was asked to go talk to the manager cause I had "booked again" but I hadn't booked after nor tried after such UNPLEASANT interaction with KENJA. All-in-all I am glad I found another hotel where I am treated as a human and my business is appreciated and they are concerned unlike Kenja. This encounter was so sour and so out of place for a HOSPITALITY industry general manager to act in such manner and have such low demeanor. HILTON CAN DO WAY BETTER THAN THAT. I will next go directly to Hilton of such experience and explain exactly the trajectory of this encounter and of the circumstance behind such horrible bind. Additionally, Kenja dared to call early to my room and call me a liar. Is this the bar that Hilton has now set for their general managers? Have they gone so downhill that they don't care that the general manager is calling up to a person's room and calling them a liar? As a business owner I would be afraid to hire someone like Kenja. Why? Because someone like her with such disregard to her role is a liability to a business and opens doors for suits for harassment by operating in such way while representing the Hilton company. The last thing as a business owner that anyone would want is the carelessness and lack of attention of a general manager who now becomes a liability. A note to Hilton...

Paid for 12 nights in full, a little over $1,300 And the attitude from the staff Christina and the female GM who won’t give her name are ridiculous. They argued with us for a “mistake” another staff member made and charged me an additional $81. When my husband asked why, there wasn’t a straight answer, so my husband couldn’t get a word in edgewise with Christina so he said to her can you listen to me, she went into full ninja mode arguing, yelling, all while he was trying to explain to her that she was charging us for something we already paid for, she threatened to exterminate our stay. we asked to speak to the manager on duty and Christina started huffing and puffing saying Jesus Christ she’ll go get her, the manager came out just as hostile and angry as Christina, she too would not listen to anything we said threatened to throw us out twice, when I asked why so hostile to these two women, Christina’s response was “I have to defend myself” defend yourself from what no one was fighting with you. You work in hospitality but know nothing of being hospitable. Miss Christina for some reason kept stating that she goes to church. I proceeded to ask the manager why she was being so hostile for a mistake her employee allegedly made, no answer. The charge was apparently for incidentals, which I fully understand but upon check out they said I never paid for incidentals and I have no deposits coming back yet in the same sentence told me incidentals were $25 per day. To top it off the rooms are bug infested. If someone is paying in full over $1,300 for a hotel they shouldn’t be treated like this. Do better Marana staff. I will say that Kevin and heather were very kind but the other ones need to brush up on their...

I checked into this hotel frantically at 12:30 AM without a reservation, and the front desk lady Pamala was an absolute doll. I saw that I could get the room a little cheaper online as I had a promotional discount through a hotel app I had, so I purchased a room online but right as I pressed non refundable purchase “confirm” I saw the date that I had reserved the room for was wrong. I had to get on the line with the reservation company and Pamala was happy to tell them how she watched me order the reservation and to refund me as it was only 2 minutes after I hit confirm that I was on the line with the travel agency to change the date. She got me a refund and then got me a room on my preferred floor. I noticed there was an employee of the quarter plaque in the lobby, but for some reason in July there was no first quarter winner posted. It makes me hope that this company actually cares about their employees because the employee that I encountered cared a whole lot about this company. Again, she was wonderful, and if you ever decide to appreciate your employees I would make Pamala the employee of the quarter. Maybe throw in a 100 dollar gift card or something…. I know profit margins are slim and all but I think you can afford to take 100 bucks off the profit margin to show you actually care about your employees a little. Either way a great location, rooms were excellent and the employee that I...