Hampton Inn & Suites Murrieta Temecula — Hotel in Murrieta

I booked Hampton Inn & Suites Murrieta Temecula ahead of my surgery on 3/26/25 for 3/26-3/27. I needed to check in early after surgery, (around 1 pm) so I called on 3/15 to ask if I could get an early check in. Instead of compassion, I was told to book the night before to “guarantee” a room. So I did—amended it through Hotels.com, for two nights (to account for my 3 extra hours) to 3/25–3/27.

When I called the hotel on 3/25 reminding them that I would be arriving on 3/26 I was told the reservation including 3/25 didn’t exist even though I had the email on hand. I was placed on hold for over 20 minutes by an extremely rude front desk employee named Geena, who laughed on the phone, did not listen with intention and refused to help. I also spent 30+ minutes chatting with Hotels.com support while they got the same misinformation. Hotels.com blamed it on Hampton for not having the additional night, and Hampton said I had to book through their website for the additional night. All I ever needed was one night (3/26-3/27) and an early check in which I would have eagerly paid for.

I had to book AGAIN (another booking for 3/25-3/26) directly through Hilton just to make sure I had a room after surgery to cover the 3 hours before regular check in time. I was ultimately charged for three nights when all I needed was one night with early check-in. Up until this point no one offered an early check-in fee and no one fully listened to what I was saying and they denied it when I asked. No one showed any empathy. Just incompetence, wasted time, and zero accountability.

I ended up showing up early on 3/26 because it was all a fiasco instead of at 1 because I had to make sure everything would be ok when I got out. Kelly was there and while she much nicer she never fully heard the entire confusing story because she interrupted me as I tried to explain it. The answer should have been from the jump - you will have an early check in! You don't need two nights. That's true customer service. Instead I have paid for 3 nights when I needed one. I have since elevated this all the way up, next step is the BBB. I have attached both bookings showing the same date.

As a Hilton Honors Gold Member, this experience was incredibly...

I stayed at this hotel on April 15th and 16th of 2024. I was in town on business and my coworker stayed in an adjoining room so that we could get work done during our stay.

The check in process was easy and what we had come to expect. One of the rooms was nice however the other room was a handicap room. I would have had no problem staying in the room even though we did not request it and hope that another guest did not need it. However, the room was less quality. The shower provided handicap accessibility however it is dark and dingy like a prison bathroom and frankly I’d be embarrassed to have guests in that room. I’m surprised it was not the same quality as the other room.

My major problem with the hotel was not the rooms however, it has been the service my coworker has received. He had to leave about 5:45am after the first night due to a personal emergency. I accompanied him to the desk as I was driving him back to the airport and then returning to the hotel myself.

When we reached the desk a young man was at the desk and helped us check out of the second room. We did not initiate any request for fees being waved for the second night being cancelled. However the friendly gentleman offered to waive the usual fees due to the unusual circumstances that my coworker was leaving under.

When my coworker checked his statement, none of those fees had been waived and my coworker has contacted both the hotel management and corporate offices regarding this waiving of fees. Mario did not take my coworkers word but said he would check the cameras if we were at the desk. He claimed he checked the cameras from 5:30am to 7am and that we did not go to the desk. My coworker called corporate and they then put the same Mario on the line and he made the same claim that we did not go to the desk.

I refuse to use any hotel chain that rewards such deceitful behavior. I know from my google activity that we pulled out of the parking lot at 6am and was certainly not hallucinating that we spoke with a gentleman at the desk. For Mario to flat out lie to save some money is a horrendous act. I’ll not support Hampton and its affiliated chains...

Hampton Inn & Suites in Murrieta definitely has some bragging rights to talk about. Despite that Fairfield in Menifee would have been the more convenient choice due to close proximity to the court house, I am so glad I made the right choice to stay at Hampton Inn. And, Hampton Inn cost less, had similar amenities, offered hot complimentary breakfast and did not charge for parking.

Hampton Inn & Suites had plenty of parking, a very clean and well maintained hotel, warm and inviting lobby, modern decor, good size clean rooms, many tables and chairs in the dining area to choose from, small snack shop nearby front desk, a gym, and the feeling of Christmas was everywhere. Holiday scent and decorations was a plus for me.

My first visit at this location happened last Tuesday, late afternoon. If I had to be nit-picky about service, the gentleman at front desk lacked service “manners.” Basically, no personality. He came across with a 2 star attitude. He wasn’t rude. He just did not greet, had no pleasantries, not even a smile now and then during check in. Could have been that he was new and shy or had a rough shift. Either case, he’s in the hospitality business. Where was his basics 101. He was not friendly and I would suggest he be re-trained on better customer service. Another staff was present that day too, at a later time. She was friendly and greeted me as I exited the hotel. The staff, on the following morning (during check out ), was also friendly and polite. Additionally, staff working during breakfast were also friendly. As a matter of fact, big props to the breakfast crew for putting together a clean, tidy and organized station, as well as good stocking on all food items.

Dislike: jacuzzi was inoperable

I would still rate Hampton Inn & Suites in Murrieta a 5 star despite one front desk staff who lacked in good customer service.

Overall, I had good...