Hampton Inn Sedona — Hotel in Sedona

While many people only provide a review when their experience is negative, and I love to give props to businesses and service providers who do a great job, I regrettably feel compelled to share my experience with this hotel.

The location is excellent and close to everything we wanted to do and see. The coffee was fresh, and the hotel offered a variety of teas as well. I didn’t have breakfast, but it looked good, and the fresh fruit each day was a nice touch.

I have been a Hilton Honors Member for fifteen years. I traveled for work, and my daily allowance usually means I stay at less expensive properties. I typically stay in a Hampton Inn, Marriott Courtyard, and, more recently, Country Inn and Suites by the Choice Hotel Brand.

I stayed at this property for two nights, and we had two rooms. My group consisted of four people, with two in each room. Points paid for one room and the other by cash.

This hotel was our third in as many days as we started our trip in Tucson, then to Page, followed by Sedona. When we arrived at the hotel and tried to check in, the gentleman at the front desk said we didn’t have reservations. The person who reserved the rooms was confused and immediately began pulling out her iPad to retrieve the reservations. One change had been made since the original two-room reservation was made. We changed one of the rooms from a king bed to two queens. To our knowledge, this didn’t change our reservation. As my friend feverishly searched for the email containing the reservation information, the person at the desk offered zero assistance - no, let’s call central reservations or please use our phone if it helps.

My friend could not access the wifi since we had yet to check in and needed to ask for guest access to search the emails for the reservation information. One of us found the 800 number, which only rang at the front desk of the same hotel, while another looked at our travel spreadsheet to get the reservation numbers. When the gentleman at the desk checked BOTH reservation numbers, he found the reservation.

We checked in and went to our rooms. From the pictures, one can see our room needed to be cleaner. It was late evening, and we decided to ask for our rooms to be cleaned in the morning.

The following day, one friend was gruffly greeted when asking about the coffee they did not see, and I asked to have my room cleaned, showing the front desk person the pictures. I was told, “I’ll see if I Can add it to someone’s sheet.” Perplexed, I asked, “You’ll see?” She told me the sheets are made the night before, and they, the hotel, I assume, prefer to know the night before. I suggested I could appreciate that, but we only checked in the night before; I had never checked into a dirty hotel room and didn’t know I needed to ask for the room to be cleaned. I left the conversation asking if nothing else could we have extra towels so that I could clean the bathroom myself in the event no one was available.

When we returned later in the day, I couldn’t tell if the bathroom was cleaner, but we had stacks of towels. The property had no lighting where one checked in, and the front desk person told us “a ticket had been submitted.” One would think the safety of guests would be a priority item.

The hotel was dirty, and the central hallway carpets were badly stained. One stain was so large that our group joked that the only thing missing was the line around the body. It’s unfortunate that this location represents such a great brand so poorly.

I hope this property is in transition and they can quickly...

Urgent Feedback from a Hilton Diamond Member - Unacceptable Hotel Conditions

Dear Hilton Customer Service & Property Owners,

As a loyal Diamond member, I am writing to express my extreme dissatisfaction with the condition of your hotel, which falls far below the standards I expect from the Hilton brand. Frankly, this property resembles a rundown motel rather than a high-quality hotel, which is especially shocking given its location in a scenic tourist area.

Upon arrival, I was appalled by the horrific state both inside and outside the hotel, which prompted me to immediately search for alternative accommodations. The owners of this property should be ashamed of the neglect and poor upkeep.

Here are some specific issues I encountered during my stay (photos attached for reference): Stains on the comforter Mildew on the bathroom ceiling and walls Chipping paint throughout the room Dusty fixtures Stained carpet Tissue in the peephole of the door Room door not closing properly A filthy and poorly maintained pool area, including old and outdated pool chairs Stained dining room chairs -Bugs crawling and flying around. I ended with bites on my body. I have sent another email to the AGM to contact me immediately. Dim, inadequate lighting throughout the hotel -Wifi is horrible- no cellular phone connection even on WIFI

The condition of this property is unacceptable, and the fact that it is so overpriced makes the situation even worse. I strongly urge Hilton to address these issues immediately, as this hotel severely tarnishes your otherwise reputable brand. I had to switch rooms twice and was even offered to switch a 3rd time. The prices for the other hotels were ranging from $600-900 a night and sold out. I just happened to go during a popular weekend. Wasted money which dappered my overall experience.

I trust that as a valued Diamond member, my concerns will be taken seriously and that corrective action will be taken to improve this property. The more I write the more upset I am getting.

I asked to speak with the General Manager and learned that they do not have one at this moment. So, I spoke with the phenomenal Assistant General Manager, Ms. Gen; Ms. Gen handled my frustrations very well, and you can tell she is doing her best.

I still do not recommend this property to anyone. The pictures on the website are not accurate. This property should be sued for false advertisement. This motel should not exceed no more than $50.

This is a Horrible property

Sincerely, Dr. Hill Concerned Hilton...

I typically do not write reviews about my stays at hotels but the customer service was so lacking, I feel I have to. It started with checking in. There was no one at the front desk when my partner and I arrived but a sign stating they were currently assisting a guest, which was perfectly fine. After waiting a few minutes, an employee came around to the front desk, removed the sign and just stared at us. Without one "hello," he asked to see identification and a credit card. I handed my driver's license and credit card over and he proceeded to check us in. While he had my driver's license, he started to rub the front of my license with his fingers. I'm not certain what his reasons for doing this was (I'm guessing checking if it was a fake ID) but from a guest's perspective, it immediately conveys distrust. He gave us the key cards and told us where the room was. No "Have a Nice Stay" or "Thank you for staying with us." Now I realize people can have bad days, but there's no reason to take it out on the next arriving guests. I do not think it's too much to ask to be somewhat courteous and pleasant if a person chooses to work in the hospitality industry.

Also during the last night of our stay, most of the channels on the TV in our room stopped working. When I called the front desk to see if they could look into it, the reply was that it was probably from the storm. Yet it wasn't raining or snowing, we could hear the neighbor's TV was working and even the TV in the lobby was working. My main issue was not that the TV stopped working but the apathy of the employees and lack of customer service. There was no offer or interest to try to help a guest, nor interest to try to solve the issue. When my partner and I decided to see if we can talk to the person at the front desk a little more about what the issue could be, another employee(?) at the front desk was already talking to the woman behind the desk. The woman was apologetic but still had no interest in helping us resolve the issue. When I stated if a hotel is charging almost $300/day, they should have a working TV, the other employee decided to give his two cents, stating that we aren't really paying for a working TV when staying at a hotel. Sorry but if a hotel is listing the TV as an amenity, guests are essentially being charged for part of it through resort fees. And for an employee to say this to a guest, I thought was inappropriate.

Worst customer service at a hotel I've ever stayed in. If service matters to you, I would suggest to...