Hampton Inn Santa Fe South — Hotel in Santa Fe

First of all, I booked and paid in advance for a specific room. I called the evening of check in to give the hotel our approximate ETA to make sure they held our room as reserved. The phone call was placed at approximately 9:30pm local time. The front desk agent assured us that we were the last reservation they were waiting on and our room would be ready on our arrival and she even acknowledged the room booked. When we get here, the room is not as promised. Hotel basically states, we’re sold out, too bad, this is what we have left. They offer no compensation to make right the fact they gave away our room after stating they were holding it for us. Instead, they offer to cancel our reservation at no penalty so we can go stay somewhere else. At this point, it’s 1:30am! What kind of sense does this make? We’re already checked into the room so it’s not like they can give the room to someone else and where are we going to go at 1:30am?! I stated that some type of financial compensation would be appropriate as the room category we booked was more expensive than the room we were given and I had prepaid for the room. The hotel refused! Since I booked through Priceline, I called them and after going back and forth with the hotel and Priceline, Priceline took my side and issued me a refund for the difference in the room types. The hotel would only allow a refund if I agreed to a full cancelation and checked out!! This is the most absurd solution to this issue I’ve ever encountered. Second, the pool is out of service. This is not indicated on the hotel information ANYWHERE. The hotel acknowledged the pool is empty and out of service and has been for a while, but this information is not disclosed on any booking website, including their own. So, if you’re expecting use of a pool, don’t count on this without confirming in advance. As previously stated, I booked this and prepaid through Priceline. I checked out by 11am the day we were supposed to check out and turned in my key cards. The girl at the desk stated that Priceline would have my receipt and nothing further was needed from me. About 5 minutes after leaving I get a notification from my bank of a charge from this hotel of the amount I had already paid to Priceline!! I immediately called the hotel and explained that they’ve charged my card. The girl who answered stated at first they would refund me. I asked for proof of the refund. She said she’d email it to me. I asked what email they had on file since I didn’t book directly through them. Then she changed the story to it’s not a charge, but just an authorization. I asked for clarification as I had no agreement with the hotel to authorize that purchase on my card. She kept saying it’s not really a charge and so it should just fall off. So, I asked her if it wasn’t really a charge then how was she going to refund it. She said it’s something their system is doing and she doesn’t know why it’s doing that lately. I explained that I’m concerned that they’ve taken an authorization on my card for a reservation that has already been paid and they’ve received payment from Priceline and have no business charging me anything and that her explanations to me aren’t making sense. She then hung up on me. Other than the issues mentioned, the hotel is otherwise clean. However, we will not stay here again nor recommend the hotel due to the abhorrent customer service we received which was so not expected from this caliber of a hotel....

We stayed at the Hampden Inn Santa Fe and I would not recommend. They have a serious management and training problem with staff. When we checked in, for my parents room, the front desk clerk assigned 416, but wrote 216 on the card and told them 216. The key didn’t work, so they returned to the desk, where he re-keyed the room key, and they went back to 216, where my parents walked in on a couple who was assigned to the room. They they returned to the front desk, where the clerk apologized and said he’d accidentally told them the wrong room number and it was actually 416. He was quite pleasant about it, as opposed to the woman who refused to be helpful at checkout. |When checking out, we asked for a printed receipt. The staff member (who was in sweats and very put out that anyone would want a paper receipt), was grudging and rude. My parents got their receipt. But when I asked for mine and told her my room number (a 400 number) and last name, she told me the total for one night was $544. I noted this was wrong as we only stayed one night. She couldn’t print the receipt, and became belligerent as I asked questions. She insisted I had booked the room September 13 and it was for September 19 and 20 and they had checked my ID. I said that this wasn’t possible as we’d booked it yesterday, for one night. She continues to argue with me and said they check ID and they would charge me. I called to see video footage. Because I wanted to see who had checked in with my ID. She said she could get a manager. All the while, she never made eye contact and was incredibly hostile and impolite. I then walked behind the counter to look with her at the reservation. I could see the last 4 digits of the credit card, and it wasn’t mine. I then saw the name- also not my name, the name I gave her. I told her this and she then insisted I’d said room in the 300’s. Which I hadn’t, since weren’t on that floor. She kept telling me I was wrong and they would not refund me. And the room number is irrelevant in any case if you’re looking by last name, which she said she was. |Horrible service and rude. Hampden inn needs to retrain its staff at...

This is the letter (below) I sent to Steven Penhall —manager of the hotel. It’s been 2 weeks since our stay and no reply. ||||This hotel is dangerous. Don’t stay!||||———||||Dear Steven, ||||I’ve always wanted to visit Santa Fe. We are from Northwest Iowa. We didn’t get to do anything in Santa Fe. :(||||We stayed at your hotel on Jan 6. We were going to visit downtown in morn. We walked to our car and the passenger window was smashed. We have an Audi sedan. We called the police but they never came. The smasher/thieves did $1000 in damage (eg fixing window + things they took.) l||||We parked near a light in your back lot. There were no places to park in front. We would have chosen the front if we had a choice. We checked in around 11 pm.||||Jenny at the front desk was helpful by calling the police. She gave us a new room key and said we could stay till 12:30. She was very empathetic regarding our plight. She also said our room for the night was complimentary. Thank you/your staff for that.||||We will probably use our deductible of $1000 to pay for this since police never came. We will now drive onto Phoenix and we will not get a chance to visit anything in Santa Fe.||||Your maintenance guy (not sure of his name) helped my husband vacuum. He was very helpful. We appreciated his help. My husband gave him a $20 tip for his help.||||Your hotel was clean, quiet and comfortable. We are Honors Members and stay often.||||Just wanted you to know the details. The glass place (A Touch of Glass) made me cry happy tears. Auggie, at Touch of Glass, put plastic on our window and vacuumed more. They said, “no charge and so sorry about your Santa Fe experience. We are a family-owned business.” If anyone else has this challenge, we highly recommend them.” Safelite l/Santa Fe would not pick up the phone and we could not contact them.||||I don’t think we will ever come back to Santa Fe or this Hampton Inn. It’s not your fault regarding what happened but it was so...