Hampton Inn Morgan Hill — Hotel in Morgan Hill

My mother and I reserved a room for a wedding this last weekend. We had called to see if we can check in early and Lauren said we had double booked a room which was a mistake created by the hotel and their third party they work with. When we arrived after driving for 5 hours, she let us know that we could not stay because of this double booking issue. The initial room we booked, we did through their third party and we ended up disputing it because we never got a confirmation email and we thought the website was fraudulent. Why is Hilton working with a company that does not give confirmation numbers/take the money from the account/confirms with the actual hotel when they are booked?

We disputed the initial room AFTER calling the actual hotel where they then confirmed that we in fact, did not have a room under our name. No problem. We then book over the phone and see that money was taken from our account, confirming that we now have a stay at Hampton Inn in Morgan Hill.

As someone who has worked in customer service, it is the job of the front desk to ensure that rooms are not double booked/take a look at their bookings for the day and they never called us to help fix this issue. They let us know at the point of arriving… AFTER DRIVING 5 HOURS.

Given the past reviews left on this hotel, this is not the first time that the associates at this location have incorrectly inputted booking information… Lauren told us that it was not seen in their notes that we disputed for this reason. HOWEVER they lied and noted “we changed our minds.” Also not true. We had 4 families staying at this location for a WEDDING we were all going to. Again, why is Hampton Inn working with a third party that is lying about why the room was disputed?

The front desk took everything personally and did not help us find a solution, contact the third party to help us figure it out, or find a way to make accommodations for us. There idea of customer service was providing us with a 1-800 number because she made it clear she did not want to help us in any way or offer a helpful solution and gave us problems from the moment of talking to her on the phone. The customer service number called this hotel where Lauren then verbally lied over the phone and pretended to be the GENERAL MANAGER when she works in sales.

Is lying and an employee claiming to be your title, in line with the company’s policy or something you are okay with, Mr. Merideth?

We understand if Lauren is “by the book” and did not want to overstep and go with the hotel’s guidelines. However, these were DIFFERENT CIRCUMSTANCES. We were not going to dispute the second room if we were there for a WEDDING. If it is money you are worried about, you are more worried about losing a small deposit/cancellation fee? The money we paid for the room + deposit fees, is far more than what you lost from that initial dispute- that I want to kindly remind you was a mistake made from the 3rd party YOU are working with.

Things only escalated after the fact, because of Lauren’s lack of help, unprofessionalism, and refusal to take that extra step to see where and how things went wrong in the first place. AND AFTER the fact that I offered to put the room under MY NAME/CARD because of the dispute issues and Lauren verbally told my mother she could not stay on the premises even if we did book under my name.

I also want to add that, had my entire family (4 families in total that were there for the wedding) did not book at this location, that is FOUR rooms and charges you would have not had that weekend if it weren’t for the wedding we were there for. From a business perspective, I am sure corporate is going to be delighted to hear this. Your lack of remorse and brushing us off over the phone yesterday directly shows the way you and your employees handle yourselves at...

Our family got multiple rooms here, just for one night. We are all from out of the area & only just there in Morgan Hill, for my grandma's funeral service. Rip grandma🙏🏼💙 So, the Hotel is beautiful! ✨️ The service is wonderful! The staff greeted you with a smile 😊 they were so friendly. The breakfast was so nice to have there & convenient, so we all didn't have to rush elsewhere to eat before the funeral. It was hot & the lady working in the kitchen was so kind. And, on top of things. I watched as she'd constantly go in there wiping counters to keep it clean and comfortable for everyone. Constantly making sure food was fresh and she kept refilling the fresh fruit, eggs, sausage, bagels, English muffins, banana nut muffins, milk, orange juice, oatmeal, waffle mix etc.. there was so much to choose from and just wonderfully fresh & clean. Thank you that hard working woman in there. There was also lots of seating for the guests. I really liked the whole setup. O, p.s forgot to mention the orange juice was sOoo....good! Omg! It's been awhile since I've had good orange juice like that! Lol I must of had like 5 little cups. Now, here's the negatives.. 😬 sorry guys, there ate unfortunately not so great things. It's only a few though..and can be fixed if the staff reads this! Ok, so.. the room. It was very nice. Looked clean. But, after an hour of being in there.. I noticed I started sneezing. And, sneezing. And, sneezing. Then blowing my nose which then started itching & I started blowing and blowing. (I think I almost used the whole box of kleenex)! Lol ok, that was an exaggeration, but it seemed to be. It became so annoying. Then I started wheezing. I have asthma so that sucked.. I kept using inhaler which wasn't working. Thank god there was a sliding door in our room that I kep open the entire night alone with the curtains being open. If it wasn't for the door being there I don't believe I could have stayed in there to sleep. I told my husband, it's so dusty in here. I said, it must be all on the heavy curtains and on the fabric looking wall behind the bed. Then there was this tall head board that goes across both beds(o, yea we had 2 queen beds in one room) So I stood up and reached my hand with a tissue and wiped across the bead board it was also, so dusty. The dresser, t.v. & desk looked like they were a magnet 🧲 of the dust. I mean, they were coated. 😲 omg.. then my daughter started to sneeze uncontrollably. And, my husband started blowing his nose & sneezing later in the night. So, that part really sucked! I wish I had a vacuum and was able to clean myself. Lol It's actually what I do for a living. I clean homes for a living and dust sucks! But, it needs to be gone! Lol Lastly, the coffee ☕️ 😵‍💫 If you love coffee like our family.. the best thing in the morning is a nice Hot cup of Coffee! Ahhh....☺️ Nope! Not here. Hot, yes!! Strong? Sadly, No....☹️ ITS SAID Dark roast and I was sOo happy! Then when you por it.. its a light clearing brown color. It did NOT have the nice bold flavor of coffee. It sucked and adding any creamer to it was just stupid because it was already so weak. Threw out the whole cup. What a bummer.. now I know why I just skipped that part and drank so much orange juice. Lol Anyway, folks..there you have it! Just remember..if you come stay here b4 you leave home bring your swiffer duster! Lol and, maybe your own string Starbucks instant coffee to make in your room. Yes, they do provide coffee in there. Looks yuck.. I dont know what brand it was haha we didn't even bother. I guess you can call me/us coffee snobs! And, heck.. if you have enough time just go drive up the road to the nearest coffee shop...

We were on a vacation trip to site-see Monterey Bay Aquarium and the Santa Cruz Beach Boardwalk over the weekend. We chose this Hampton Inn because it was right off the freeway even though it was 30 min drives to both destination points. The hotel is very visible from going north on the 101 freeway - coming from the 152 freeway in Gilroy. At first glance, it looks grand & huge. It's like looking at the back of a huge mansion. Upon arrival, the entrance was easy to locate, nothing but unusual. The check-in was easy since my brother booked online for us. The guest service was spectacular through-out our stay. Everyone we encountered offered help when needed & answered all my questions. I believe they have 2 floors with rooms but I'm not too sure since we only got rooms on the 1st floor. The hotel is divided with 2 hallways (or 2 wings - 1 to the left & 1 to the right) to access the rooms. We got rooms on the left wing. The room we got was quite nice. It was surely spacious with 2 queen beds. The pillows were fluffy, the bedsheets looked new, clean floor and throughout. The AC was very cold too, which I love. There was even a small teddy bear made from the white hand towels (think origami with towels) sitting on the bed with a welcome sign. Also, sound was at a minimal as it was super quiet all the time as we hardly heard anyone else outside our doors...so great insulation in the rooms. The only minimal gripe I had was the shower heads. It does have 4 settings on them but the pressure just isn't the same as I have at home. The pressure was ok but even on the setting to have the water from a single stream, the pressure was weak. Other than that, our 2 night stay at this Hampton Inn was wonderful. I highly recommend this Hampton Inn since the breakfast they serve is Denny's-like with lots of variety. 5-stars for this...