Hampton Inn Petaluma — Hotel in Petaluma

UPDATE 11/28/23

Followed as requested by Hilton…they deposited 15% of 1 nights stay (10k points). Not a peep from the hotel or corporate.

I chose this hotel due to the complimentary reviews, uniqueness, & overall appearance...HOWEVER...

While packing up my laptop & electronics, I discovered there had been a water leak. The floor near the TV/desk & my bag was soaked, & all my electronics were wet as well. I placed towels on the floor & notified the front desk.

The young woman at the front desk, “Grace-a,” was rude, & stated she was the only person at the desk & "maintenance could come up if needed". I politely requested maintenance come up. After several minutes, I went downstairs to get coffee & speak with the front desk clerk.

As I got off the elevator, a maintenance was getting on the elevator. I asked if he was coming to my room & he replied "no, why". I said OK, I just wanted to make sure you were not coming to my room with the water leak. He seemed extremely confused, stating he was unaware of a water leak.

I proceeded to the front desk & I was unable to locate the coffee at the coffee station near the front desk. I asked the front desk attendant, "Grace-a” if the coffee had been moved. She looked at me as if I were her worst enemy & in an extremely rude manner stated "uhhh, it's in the dining room!" I got coffee & returned to the front desk to check on the status of maintenance. Prior to this, unless she recognized my voice, "Grace-a" would not have known who I was.

She seemed inconvenienced that I was asking for a status. In her less than pleasant tone, she stated she had already notified them via radio. I was trying check out & preferred to speak with maintenance prior to leaving. In the same demeaning & derogatory tone, she reminded me that maintenance was aware & would be up when they were available.

I began losing my patience & assumed it was in my best interest to leave as soon as possible. I asked for plastic bags to pack up my electronics & chargers. I falsely assumed she would offer plastic bags typically used for complimentary water/snacks. Instead, she picked up a roll of trash bags & asked if I needed 2 or 3 trash bags.

Maintenance arrived a few minutes later. They instantly stated the fridge must have defrosted again & that the water on the floor was from the freezer portion of the fridge. They removed a large chunk of ice that had not melted & said they would remind housekeeping to look at the refrigerator as they cleaned the rooms. Maintenance stated they would bring me a fan to dry out the carpet. I let them know I was in the process of checking out. I finished packing up my belongings in plastic trash bags, then I went to the front desk to check out.

"Grace-a" continued being rude, asked if an emailed receipt would suffice or, did I just have to have a printed receipt. I replied, an emailed receipt was perfectly fine. "Grace-a" immediately looked back down at the desk & continued working on something. I asked "Grace-a" if she had ever dealt with a customer who encountered an issue(s) during their stay. She replied, “Of course I have dealt with angry people.

The water on the floor was more of an inconvenience than a true emergency. However, it was a significant inconvenience & delayed my departure.

The primary reasons for writing a detailed review are: "Grace-a's" demeanor, attitude & complete lack of empathy was quite frustrating & certainly did nothing to help with the situation. Prior to this review, I attempted to reach out to management by providing the information above to Adrian Vasquez, General Manager, via email. Several days have passed without a peep, not even an acknowledgement.

As all are aware, there are plenty of hotel options...if this the “norm,” I strongly encourage each of you to spend your time & money at an alternate location. There is an abundance of hotels that are more than willing to ensure you feel welcomed & valued as a customer.

The staining & discoloration on the towels & backpack are straight...

In order to escalate my concerns I have decided to post a review. The rooms are nice and clean, spacious, with a comfortable bed. I had great interactions with everyone in the hotel however the manager (Aiona) was not helpful in trying to make things right. While Aiona was not rude, she only offered me a verbal apology and an explanation as to why the series of events happened. Perhaps their supervisor can reach out.

I had 2 bookings (one was made for me and the second one I made) to allow for a back to back stay in the same room. This was very clear upon check in because I added the additional night at that time. I was sleeping during the day (I work night shift) when a maintenance worker (man) tried to enter my room 3 separate times. I was yelling at him that someone was in the room and to go away. I had to call the front desk to get them to tell him to stop trying to enter my room and leave me alone. I had the door lock on therefore if my yelling wasn't enough, it was obvious someone was occupying the room. I was terrified since I was woken up to some stranger trying to enter my room. To be abruptly woken up in that manner being a woman is not pleasant and I was very disturbed.

The only way I can see The Hampton Inn trying to make efforts to apologize for their poor inter-departmental communication and lack of security is via financial compensation. Yes, I would like a discount because of my experience. I am not being unreasonable - the only way corporations will try to do better is if there is a financial loss when they make mistakes. If they really thought I needed help, they could have attempted to call my room, politely knock on my door. If there was confusion on whether or not I was supposed to check out - they could have looked at the reservation details. Even I can see their poor thinking skills and still cannot justify why a man was trying to enter a woman's room, regardless if it is one of...

A very cool restored factory. Modern vibe with brick, cement and metal. High ceilings and big windows. Whoever had the idea to convert this old factory building to a hotel was inspired, and turned it into reality. The result is beautiful. Love it! The friendly guy at the front desk said this hotel has been open 2 weeks. The Petaluma neighborhood doesn't offer much, but downtown is really close by. Old world charm, cozy and very industrial chic. If you're in Petaluma, stay here! Breakfast is included, which is nice, but wasn't impressive, but then again, it's pretty much the same at other Hampton hotels, so this must be what the hotel chain offers. Coffee selection was on par with other places, giving you both a robust and a medium roast. Liked that. The fitness center wasn't large, but nice. The rooms are small, but airy, with high ceilings. The bathrooms are also not large, but they're really nice. I always like to have a countertop mirror, but there was none. Appreciate the fridge in the room. Plenty of outlets. Love the window shades with the old-school map of Petaluma printed on it, as well as a lot of the other decor. The bed was comfortable, and I slept great here. At least during the night. Read on...

A note for Marriott Corp: Guys, I understand this hotel is brand new, you're in the hotel business to make a buck, and your probably wanted to get this place open ASAP, but really? The hotel is still fenced off from the street because the exterior is not finished. Still lots of dust. We were awakened by maintenance men in the hallways who were on ladders, painting. A guy came to our door 3x to try to check our fire alarm. All of this should have been done prior to opening your doors! They're still actively finishing this hotel up. You rushed it. That's not a nice thing to do to your guests, who are paying full rate for a not fully...