Hampton Inn & Suites San Luis Obispo — Hotel in San Luis Obispo

I visit the SLO area regularly and being a Hilton Gold Member we normally stay at Hilton properties. This was our first time at this property. We booked for one night , and were so pleased with the room and the service we got from staff, we extended our stay another night. So why the one star review? 100% due to my experience with hotel managers one week later. When we left on Mon(9/11/23) we realized we ended up leaving a gold ring in the bathroom. We were already 100 miles away in the afternoon but I called to see if anyone turned it in. I reached a man at the front desk who was nice enough to check with house keeping for me. I shared that we had been in room 403. After he put me on hold for a bit, he got back on the phone and confirmed they had it. I was so happy and asked if they would hold the ring until 9/17 when I would be back in town and I could come pick it up. The ring is only worth about $200, but it had sentimental value. He said yes and even took my name and phone number again. He told me to be sure and bring my ID and I could pick it up on 9/17. So on 9/17 when I showed up, I showed my ID to the young man at the desk and told him my story. He was very nice, but didn’t know anything about it. Another employee however said “oh yeah I remember something about a ring”. However when they checked lost and found it was not there. They searched the desk and still could not find it. They went and got a woman who appeared to be a manager of some sort. I told my story again and while she also knew nothing about the ring, the other employee showed her an email or communication of some sort that confirmed what I was saying. She told her it was logged as a claimed item and that I would be back on 9/17 to claim it. At this point I had been there for about 15 mins waiting. The woman could not find it and kept saying some one named Chris would be back at 2pm and he would have another key to an office she could not get into so they could check there. She was very frazzled and I assumed that was due do the hotel having no computers and possibly also that she had her child in her office. Turns out Chris was Christopher Peña the General Manager. When he arrived I had now been there for over a half hour and my frustration was mounting. He looked some more, and please keep in mind during this entire time they were talking about the situation and me like I was not even standing there. I had to keep interjecting and correcting them as to the chain of events. At the point their shuttle pulled up full of pilots getting ready to check in , it was clear the GM was done looking and he came out and loudly said “who is the individual having this issue “. He introduced himself and I again attempted to explain what happened and he more or less cut me off and said nothing more could be done and he would have to “launch an investigation “. At that point I was really upset and attempted to voice that frustration. I did not use foul language, or raise my voice, but was still promptly cut off by Mr. Peña and again told nothing more could be done. I asked for his bosses name and he refused at first to give it to me and said as far as I was concerned he was the only boss. He finally gave me the name Michael Ashley but refused to provide any contact information. He actually said “my boss has no phone”. Again I have now been there for close to 40 minutes being given the run around on the location of my ring that 5 days ago they told me they had. I asked him if I needed to file a police report as it sounded like it just disappeared. He said you can if you want, but then he said it is a big hotel and “who knows where the young man I spoke to put it and he won’t be back until Monday. Then when I asked if I could come back when he was there to see if they could find where this logged item was , Mr. Peña told me I was no longer welcome on their property. He then proceed to lean in and in a low voice told me to “leave the property and I was no longer welcome back “. I have filed a formal complaint...

Upon arrival at Hampton Inn on Saturday night around 11:30 pm, May 24, my husband and I were informed that the hotel was oversold, and despite our confirmed reservation, there was no room available for us. This situation forced us to spend the night in our car, which was not only uncomfortable but also unacceptable for any customer, especially loyal customers who are in their 60s and 70s and have been staying in Hilton Brand Hotels for over 40 years.

I understand that overselling can sometimes occur, but the lack of alternative arrangements or apology is deeply concerning. In addition, I am appalled that the manager was not there to tell us this and left a young man the task of telling not only us but many upset customers. The young man was practically in tears because he had been yelled at all night by people and felt terrible telling all of us that Hilton did not try to rebook us at another hotel. I actually told him I felt sorry for him and that it was not his fault. To make matters worse, my husband and I called almost every hotel within a 40-mile radius, and there was not one that had a vacancy. When I stopped into the Hilton Garden Suites down the road in Pismo Beach (yes, we drove from hotel to hotel at 11:30 pm looking for a hotel), the woman at the front desk said she had no available rooms. I then asked for a pillow and blanket so we could sleep in the car, and she said NO!

My husband and I came up to Avila/San Luis Obispo for an annual tennis tournament. Your company ruined our trip by forcing us to sleep in our car. Not only were we humiliated and had one of the worst nights' sleeps in our lives, but we had no hotel for the remaining nights and were absolutely exhausted, so we ended up going home instead of finishing our vacation. It has now been almost a month, and the general manager of this hotel has yet to apologize, nor has the CEO, to whom I sent two emails, or the area vice president, Tracy Walker, to whom I also sent an email. Instead, the CEO of Hilton had a representative from his office call me and offer me a night free as an apology, which was insulting when you consider that I came home sick and ended up with vertigo by sleeping in the car due to lack of sleep and stress. I think we at least deserved someone in upper management to contact me to apologize for such a horrific experience. I guess you can call me old-fashioned because I expect good customer service, especially from a global leader in the...

The customer service is not professional. There was no one in line for check in, and the lady at the front desk was not able/willing to help. I have to wait for someone else to come out to help. Then I ask, if there is a room with two queen beds instead of my original king bed suite, He ended up down-grade me to a basic room?? As a diamond member, I would not expect being down-grade if not up-grade to a better room, especially the hotel is very NOT crowed. So I asked to change back to my original room ,but this time was the room with shower only. I believe my original booking was with bathtub. Anyway, at this point, I am not gonna bother to switch again as we were very tired from traveling and we don't want to deal with more hassles. My reservation was for 3 people. There were only one comforter/blanket, we slept through a night being freezing with no AC on( FYI). Again... what is wrong with this? Next day, we asked for two blankets, and it took us 3 times to request it to get the "lovely" blankets. Now, breakfast! We received the breakfast packages, not a surprise, it was packed the day before, with expired food. ( I have took a picture if you want to see, the food was expired in January, 2021). At this point, we can careless on whatever with this stay. For the price we pay$250 a night, this is very embarrassing. I will never come back to this hotel that...