Hampton Inn Medford — Hotel in Medford

We had the worst customer service experience upon check-in. The young man at the front desk, Brian, was indifferent, rude, apathetic, and disrespectful. We have stayed here on previous visits to Medford Oregon and have found it to be delightful. However, after this experience, it is our last. I called the Hilton honors customer service help line and registered a formal complaint. As a Hilton honors member for over 10 years, I had never experienced such terrible customer service. The representative at the corporate level was very troubled by our experience, and she started a formal inquiry on my behalf. She gave me a case number and informed me that the general manager had 48 hours to respond and resolve the issue. Well, 72 hours later, and I have yet to speak with anyone. Hilton may have a commitment to upscale amenities and a high standard of customer service. However, if that standard is not practiced at the hotels that carry their brand, then it is destined for these types of terrible experiences.

Update, upon check out, the same display of indifference continued from Lynne. I asked for the name of the young man who checked me in as he told me his name, Brian ? Actually, his name is "Troy", and Lynne told me she was unable to give me his name. To be clear, I inquired about his name from Lynne because I discovered that he had given me a false name when i asked him. As Troy was not wearing a name tag, I had to ask one of the only kind and courteous employees for his name. This employee asked to remain anonymous because of the fear of repercussions. Well, Lynne found this comical as she was snickering as we left. She also made a point of announcing in a load voice that my card was declined for all the breakfast attendees to hear. The same Amex Hilton card that was used to pay for my stay at check-in.

There is a trend here with the front desk staff as is identified with another review a week ago. I have formally registered a complaint with Hilton, and I will continue to pursue this in hopes of affecting a change.

2nd Update.

After speaking with the Hilton honors customer service representative, I was informed that the general manager ,Cheryl Swan, has responded to the members service complaints department, (case number 237605936) that this complaint was not at her hotel. This is obviously an attempt to deflect responsibility as she can verify that it was in fact at her hotel as my name is on the complaint, and it matches my reservation number at her hotel. I have not received any communication from the general manager.

Additionally, she stated that there is no Brian at the front desk. That is because I was given a false name from the employee, Troy!

I forsee that this will not receive the attention it deserves. My advice is to avoid this property and seek accommodations elsewhere while staying in...

I only give two stars because of the friendly person at the counter. I have never had such a fiasco in my life over incidentals. I left my physical ATM card back back in my car at the airport by mistake but I have this card on my phone where I can tap it. I already had a corporate card on file that paid for the room even though by mistake my personal card which was not present was charged for the full total. Mistakes happen no biggie - the issue was that this hotel does not allow you to tap or do apple pay because it is not considered secure - which is absurd. For over an hour I sat at the front desk just trying to check in while being uncomfortable needing to go the bathroom after driving 3 hours. I was eventually told that they were going to charge my companies card still not let me stay and if I had an issue I should reach out to Marcy Longendyck who is the Assistant Manager in the morning. So I rack my brain and come up with a plan to have another one of my cards not onsite used in a credit card authorization form to the incidental which I did not use. That worked and I stayed - but that is not the point. How did I come up with this idea and the only thing a manager for this company could come up with is that I am going to still be charged and forced to go find something else or sleep in my rental at 10:00 PM. This is such a customer service failure to not help at all but to escalate me to level 10 with a threat and if I did not like it to call in the morning. I manage an entire region comprising Northern CA/Southern/OR/Alaska/NV and I deal with customers all over and I would never treat a customer that way; I come out to Medford at least a few times a quarter and I will never stay at this hotel again. I left my business card and told the front office staff that manager can feel free to call me and explain to me how that was good customer service. No call as expected. I stayed at Hilton Garden in Bend the next day and Hilton Home 2 Suites in Salem and not a single issue. I intend to escalate to Hilton as well as I am Rewards Member and my company and myself provide plenty of business as this needs to be corrected. The policy is of no tap is one thing but the attitude and customer service exhibited is not acceptable especially from a manager. I will say again the lady at the counter did well in a tough situation and did her best to keep things from escalating - the only reason I give a...

We chose this hotel because they allowed us to bring our dog. We asked for a ground-floor room with a king sized bed which meant we ended up with an ENORMOUS handicapped-accessible room. This was a little unusual as for example the floor of the shower was level with the floor to allow a wheelchair in and there was a floor drain. But we didn't mind. It was an extra-spacious room.

There were lots of clean towels and the room was very clean. I wipe down every hotel room as soon as we check in and the only place I found any dirt was on the windowsill and a little on the A/C which is true of all the hotels I've ever stayed at.

The parking lot was clean and well lit and nicely landscaped. We were able to park our car within sight of our room which we loved. There were many restaurants and other conveniences nearby but it was quiet at night and we didn't really hear anything from any other guests. In fact, the hotel was pretty quiet.

I did not like the pet area as many other guests had left their dog's messes on the grass, so we walked the dog other places instead.

The staff was super friendly and welcoming and quickly gave us anything we asked for. The staff and other guests were extra sweet to our dog, who now thinks that staying in a hotel means he is treated like a star. The bed was very clean and made with a nice warm comforter and good pillows. There was a really comfortable couch with fold-out bed inside and two padded ottomans.

The one issue that we had is that when I went to open the couch bed we found that the previous guest's sheets and blankets had been left there! I immediately closed it up. It was late at night and I did not want to move rooms or have a housekeeper come in to change the sheets, and I was definitely not willing to touch someone else's used bedding. The front desk was very apologetic and concerned and asked what they could do to make it right. I asked if we could have a rollaway instead which they immediately brought to me. It was made up with clean fresh sheets and blanket and my son found it very comfortable. In the morning the manager apologized again and gave us points toward a future stay.

That is the only thing that kept the experience from...