Hampton Inn Moab — Hotel in Moab

I stay at Hampton Inn (or Hilton affiliated properties) most everywhere that I travel for work and vacation. This property is well kept, clean and maintained. The protocols that were in place for COVID-19 were adequate to allow my family and I to feel comfortable to travel, and chose this property based on the reassurance that these were in place. As for some minor maintenance items; I did notice that the shower would not drain quickly. One of the light bulbs in the room was out, but was not too much of a bother. These items were easily corrected and not the reason for my rating on this visit. The largest issue with my stay was when I first came to the property to check in. There was a group at the front desk in front of us having a conversation with the employee. It was a more expensive time to be staying, since the rates were elevated during spring break. The group at the desk held the opinion that the rates for the stay were "trying to rake them" and asked to cancel their reservation, and began to yell at the employee. The group was leaving and yelling insults towards the employee. Instead of responding to the elevated situation and allowing them to leave, the employee proceeded to follow them out of the lobby door yelling back at them aggressively and making hand gestures, returning the insults. This accelerated the hostility to the point that I was ready to call the police, and was concerned for the safety of my family. We were about to leave the property when the group decided to get into their vehicle and sped off, while the employee continued to yell at them. My thought was that the employee should have allowed the group to leave on their own after they were leaving the property, in an attempt to deescalate the situation. We considered cancelling also, but were worried that there may not be other options available to us that evening. We were planning on staying for two nights. I reported my perception of this unprofessionalism the next day, and a different employee that was at the front desk was aware of the event and apologized, but offered no further information. The rest of my family was scared to approach the front desk in fear that the employee would be there; because of this I will likely not use this property on return to this area, until I know that the situation has been addressed. With the Hilton email request for review of my stay afterwards, I reported the same hostile situation from my point of view and rated my visit accordingly. I have had no follow up response from that email. I am mainly concerned that the aggressive unprofessionalism is allowed to continue. I chose to originally not provide any feedback on this review, thinking that I would get some response from the non-public review, but I have not seen any for over a month from that initial review. Aside from this, I was not recognized as a Hilton Honors member nor wanted to ask other information about the services available at this property, because of the previous hostility. This behavior is not typical of the employees at the vast majority of the properties. The hiring review process may need to be somewhat more thorough to determine if a future employee would be a fit for the service industry, or at least after a hire has been made, provide training on how to recognize and deescalate a situation, to deal with the eventual conflict. I am happy to pay a premium rate for busy calendar times and popular locations, to get an relatively advanced level of service and stay at a well maintained property; I booked this property well in advance with this expectation. I am unhappy to pay for the service when I am uncomfortable with the employees that I need to interface with. I usually check in in-person because I like to interface with the employees at Hilton properties; I have determined that I will be using the self check in option from this point forward, when I am travelling for work or for vacation. This experience makes me reconsider if the premium rate, relative to other brand properties,...

The worst experience I’ve had as a Hilton Honors member. The first issue was the terrible stench of room 300. I wish I’d looked at reviews from last year that mention this is a known problem for that room, which clearly hasn’t been fixed. I had to ask for another room because of the smell.

The replacement room did not smell but its A/C unit sounded like it was on its last leg and made such a loud rattle I had to turn it off to sleep. The next morning I wanted to get this addressed before I came back to my room. No one was at the desk when I left (a common theme) so I texted the Hampton Inn line. As a HH member I got a text when I settled in asking about my stay and was told “text us for anything you need.” So I texted my maintenance request around 830. Receiving no response, I followed up again around 11 while I was out. Nothing.

When I got back, no one was at the desk so I called guest services from my room around 1215. A lady answered and I asked if anyone saw my request. She said “probably not. What did you need?” Zero apology, explanation or any form of customer service. A maintenance man came up within the hour to look at it. I thought he’d fixed it but it later started making the same noise. I gave up on getting it fixed.

Later that day, despite my maintenance texts going ignored I received a text asking to rate my stay so far. I gave a low number & asked if this was a monitored line. I never received a response.

The icing on the cake was checkout. No one was at the desk. There was a sign up saying to call and someone with a portable phone would answer. I called several times. No one answered. There were two people behind me waiting to checkout too. Finally two men emerged from the back to handle the desk. My bill was different than what I reserved in the Hilton App. I asked why and the man said “I don’t know.” He made no effort to try and solve the problem, tell me who I could contact. Nothing. Ironically my emailed bill directs me to call the property for billing inquiries. I have no confidence anyone there will be of assistance.

I would not stay here again and would not recommend. The two positives were location and the gentleman from maintenance was very friendly and kind. If you’re looking for a Hilton property in Moab, I’d look at Homewood. Better location and customer service couldn’t...

SEE UPDATE BELOW: Good hotel, but I expect great from Hampton. Having said that, they did comp us a night for the complaints I did have, which were mostly my room key kept decoding, clogged toilet, and very hot elevators.

UPDATE: 1 star. Why? Well, they have not reversed the charges as promised, I've called twice already to deal with this but haven't received a call back from the one and only person that can reverse it (per the clerk answering my call). To make matters worse, I was quoted $191 per night with my discounts and 1 night was supposed to be free for attending a seminar. So, essentially I should have only been charged 1 night and gotten my free night back. Worst case is the free night not given back and I'm good with that. The charge however is a whopping $343.13 so it appears as tho they gave me my free night as the comp night (free+comp= free) and then removed all discounts for the 2nd night and didn't comp it. I was told both nights would be comped. The skinny of the issue here is if they hadn't been so kind by comping me a night, I would've paid $140 LESS. In addition to the initial problems, this has become another reason for my 1 star review. Having to call several times and not seeing results is horrible. I'll also add that I didn't appreciate the lie the desk clerk told me when I checked in. I informed her of my parking in the extreme corner of their lot, way out of the way but that because of my trailer&4 wheeler I was occupying 2 stalls. She insisted I couldn't, that they were full, didn't have enough parking as it were and I could only have 1 spot... even way up there. So I had to find a lot that was ok with me detaching my trailer and leaving it there, promising to retrieve it before they opened for business the next day. At no time during our stay did we see that lot with less than 10 open slots. Plus, the area I had to move out of had 3 truck/trailer combos parked there the entire time. 2 came after I had to move mine. The clerk warned me that I'd be charged on my cc for another room if I didn't reduce to one stall. I'm certain those 3 other guests were not charged an additional $343 for...