Hampton Inn & Suites Mountain View — Hotel in Mountain View

My husband and I stayed at the Hampton Inn & Suites Mountain View from Sep 24 – Sep 27 and had a great experience. The customer service was top-notch – every person working at this location that we interacted with provided us with excellent customer service. Some examples:||--- After entering our room, we called the front desk to request extra pillows, towels, and cups, and we had those items within five minutes.|--- During the first day/night, I noticed a slight odor that smelled like a dog and thought it may be coming from the bedspread. I left a note (along with a tip) on the bed for housekeeping requesting the bedspread be changed along with the sheets. Soon after that I left the room to run some errands and let the front desk know I would be gone a while so the room could be cleaned in my absence. The front desk person immediately called housekeeping to pass this along and requested my room be cleaned immediately.|--- When I returned to the hotel, the front desk person got my attention and handed me an envelope which contained a very nice note explaining the odor was likely due to the carpets being recently changed but just in case, all the linens from the bed had been changed and a deodorizer used on the carpet. The envelope also included a $10 Starbucks gift card, which was not necessary but appreciated. When I entered my room a few minutes later, I immediately saw it had been cleaned as promised and it smelled fresh.|--- After calling a local pizza restaurant to have pizza delivered, the restaurant said they were not delivering at that time. We mentioned this to the front desk person as we were looking for something to eat in their mini-store area, and she offered to call to place the order (she did call, but they refused her as well). She did provide us with a discount on the food from their store (again, unnecessary as this was not Hampton Inn’s fault, but appreciated).|--- When I asked the front desk person if I could send an email to have a few maps printed, she directed me to the printer by the copy stand and offered to walk me through the process. Luckily, I was able to figure it out on my own.||Besides customer service, the room was clean, everything worked properly (microwave, fridge, TV), the was adequate parking available, and we had no problems with noise.||Coffee, hot tea, and sugar-free hot chocolate is available almost 24/7, and the free breakfast is daily from 6am – 10am and has the basics; on the three days we were there, we saw: some type of egg dish (scrambled, omelet); meat (bacon, sausage, or ham); roasted potatoes; French toast sticks; oatmeal; yogurt, three types of dry cereal; bananas; apples; waffle maker with various toppings; bagels, bread for toast; Danishes, scones, muffins, juices.||Two tips: 1) The toilet paper holder is on the wall behind the toilet, making it a bit awkward to reach. I opened the extra roll and placed it in the drawer under the sink to the left of the toilet (where the hair dryer and extra toilet paper is kept). This was much easier to reach. 2) The small bar soap for hand washing did not rinse cleanly, so I used the shower gel instead for hand washing.||Fun fact: If you leave the hotel and walk south on Moffett for a few blocks, there is a wonderful little fussgängerzone (pedestrian zone) with many restaurants, a few shops, plenty of outdoor seating, and a permanent ping-pong table for anyone to use. ||If I ever need to travel to this area again, I will make reservations at the Hampton Inn & Suites...

My husband and I stayed at the Hampton Inn & Suites Mountain View from Sep 24 – Sep 27 and had a great experience. The customer service was top-notch – every person working at this location that we interacted with provided us with excellent customer service. Some examples:

--- After entering our room, we called the front desk to request extra pillows, towels, and cups, and we had those items within five minutes. --- During the first day/night, I noticed a slight odor that smelled like a dog and thought it may be coming from the bedspread. I left a note (along with a tip) on the bed for housekeeping requesting the bedspread be changed along with the sheets. Soon after that I left the room to run some errands and let the front desk know I would be gone a while so the room could be cleaned in my absence. The front desk person immediately called housekeeping to pass this along and requested my room be cleaned immediately. --- When I returned to the hotel, the front desk person got my attention and handed me an envelope which contained a very nice note explaining the odor was likely due to the carpets being recently changed but just in case, all the linens from the bed had been changed and a deodorizer used on the carpet. The envelope also included a $10 Starbucks gift card, which was not necessary but appreciated. When I entered my room a few minutes later, I immediately saw it had been cleaned as promised and it smelled fresh. --- After calling a local pizza restaurant to have pizza delivered, the restaurant said they were not delivering at that time. We mentioned this to the front desk person as we were looking for something to eat in their mini-store area, and she offered to call to place the order (she did call, but they refused her as well). She did provide us with a discount on the food from their store (again, unnecessary as this was not Hampton Inn’s fault, but appreciated). --- When I asked the front desk person if I could send an email to have a few maps printed, she directed me to the printer by the copy stand and offered to walk me through the process. Luckily, I was able to figure it out on my own.

Besides customer service, the room was clean, everything worked properly (microwave, fridge, TV), the was adequate parking available, and we had no problems with noise.

Coffee, hot tea, and sugar-free hot chocolate is available almost 24/7, and the free breakfast is daily from 6am – 10am and has the basics; on the three days we were there, we saw: some type of egg dish (scrambled, omelet); meat (bacon, sausage, or ham); roasted potatoes; French toast sticks; oatmeal; yogurt, three types of dry cereal; bananas; apples; waffle maker with various toppings; bagels, bread for toast; Danishes, scones, muffins, juices.

Two tips: 1) The toilet paper holder is on the wall behind the toilet, making it a bit awkward to reach. I opened the extra roll and placed it in the drawer under the sink to the left of the toilet (where the hair dryer and extra toilet paper is kept). This was much easier to reach. 2) The small bar soap for hand washing did not rinse cleanly, so I used the shower gel instead for hand washing.

Fun fact: If you leave the hotel and walk south on Moffett for a few blocks, there is a wonderful little fussgängerzone (pedestrian zone) with many restaurants, a few shops, plenty of outdoor seating, and a permanent ping-pong table for anyone to use.

If I ever need to travel to this area again, I will make reservations at the Hampton Inn & Suites...

This hotel has horrible customer service and I didn’t even have a chance to stay there. Mind you were in town for a funeral. After booking I spoke with the night auditor Yazmine, who was very rude and said she could not help me to call back in the morning. I called back around 10am and spoke with Michelle who was courteous to speak with. However, the notes she wrote on the account was incorrect and then cancelled my reservation without notification. I was given no text message/phone call etc. mind you that I am a diamond member and we’re in town for a funeral. I found out that our reservation was cancelled when I tried to check in and I could not find anything. So I called the hotel again and spoke with John who seemed extremely busy and kept putting me on hold. He could not find anything and they charged my account $200 which he stated he couldn’t see any charges but it cleared my account. I was upset so yes my voice was a little elevated and his words, “ma’am, stop talking, there’s no need to be vulgar and yelling…” I do not cuss, or call anyone out of their names. My tone may have been a little elevated when I asked, “why was my reservation cancelled without permission and then my card was charged!?” None of those words are vulgar and you do not shush a guest on the phone after you have already put me on hold 4 times. John definitely needs de-escalation training to give him better tools. This is very unfortunate to write, but I love staying with Hilton and have never experience this much disrespect and rudeness as a member. Customer Service is huge no matter how upset guest can be, you never know what they are going through. As the front desk it’s you job to provide the best service whether someone is on the phone or in front of you. You are the face of the brand and this hotel staff did not represent...