Hampton Inn & Suites Las Vegas-Red Rock/Summerlin — Hotel in Summerlin South

DO NOT STAY HERE! WORST EXPERIENCE OF MY LIFE. THEFT AND MANAGEMENT COVER UP. Housekeepers stole from me and management blamed me for leaving my headphones out (while in my locked room?). GM, Christine West is a real piece of work and claims they are not responsible for items left in your room and I gave them numerous chances to make it right, unfortunately they chose to get defensive. Housekeepers lied about cleaning our room and their own internal investigation proved that the housekeepers did say they cleaned the room, but room lock's electronic history proved they did not clean the room, despite indicating that they had.

I checked into the hotel on a Thursday evening and immediately plugged in my wireless headphones to charge. When it came time to checkout on Sunday, my headphones were not there. My wife and I tore apart our luggage and searched the room to no avail. Because I am a trusting person and loyal Hilton honors member, I didn't jump to conclusions but asked the front desk attendant to ask around if anyone found my headphones and to please get back to me. They did not call me back and I had to call several times over the next week and a half to try and speak with a manager. After sharing the story multiple times, the manager (John) proceeded to tell me that he asked the housekeepers who cleaned my room on Friday if they saw the headphones or took them... surprise surprise they claimed they never saw them. But John did tell me that he "reprimanded" the housekeepers for saying they cleaned our room on Saturday when they had not. He couldn't fathom that an individual who would lie about doing their job one day could have possibly lied about taking my headphones.

I tried to be civil and ask how they were going to make it right. I've never had a claim against Hilton or any of their properties, so it wasn't like I'm going around claiming my possessions are being stolen left and right. I was told that they believe their housekeepers and that I have no proof that they took them (which I agreed the whole time, I had no proof but hoped they would empathize with my situation). After contacting Hilton directly to file a guest services complaint, they passed that information back to the Hampton Inn and actually closed out the case, saying that they had indeed talked to me and rectified the situation. Which was a complete fabrication as well.

It's sad because I have been a longtime Hilton loyal member, having spent about 5 years at Diamond status for all of my work trips (4 days per week for over 3 years. Hilton claims that they have no say in the matter because lost or stolen property must be handled on the property level. The GM, Christine West, proceeded to condescendingly tell me that they had completed their investigation and unfortunately, it was not their fault that my headphones were stolen, but in fact it was my fault for leaving them in the room. They are not responsible for anything of value and when I asked for further explanation of what that means exactly, I was rudely told that she trusted one of the two housekeepers (so by default, trusted the other) despite them lying about cleaning the room the following day.

I know how hard it is to find good help and people to clean rooms, but management is intentionally going out of their way to cover up this incident. The price of replacing my headphones dwarfs in comparison to the amount of money I spend in a given month with Hilton and based on the principle of the matter, I have opted to transfer my future business to Marriott and SPG properties.

STAY AWAY, STAFF IS RUDE AND IN CAHOOTS TOGETHER AS THEY STEAL YOUR PROPERTY AND BLAME YOU FOR BRINGING IT IN THE FIRST PLACE. MANAGEMENT HAS NO DESIRE TO TAKE RESPONSIBILITY FOR THEIR EMPLOYEES, PROVING THAT THEY ARE ABOUT AS USEFUL AS THE...

I feel it very important to share my recent interaction with this hotel and staff. I booked a room at this hotel for my kids and I to enjoy a couple days in Las Vegas, unfortunately we were not able to make it. Being an Honors member I booked on the website and booked the reservation with the option to cancel with a refund just in case. I was under the impression and thought that I had until the day of to cancel. I did try to cancel on my phone/app the day before but was unable to figure that out. I called the hotel Saturday morning to cancel; the clerk was unable to help me. I called customer service and was advised that I was past my cancelation period but if I called the hotel, they could help me and waive the fee. I called the hotel back, the clerk advised that she could not waive the fee and implied she was not going to and didn't have the authority. I asked for a manager, she said there was no manager. After some back and forth I gave up. I called on Sunday and a gentleman answered. I asked who the manager was, he told me her name and hung up abruptly, no Thank you, no offer to help, didn't even ask. Monday, I called and left a VM for the manager, I sent an email to the manager, and no one called me back. I called 2 more times on Monday, and no one called me back or helped me. Tuesday I was finally able to talk to John the assistant GM who reluctantly refunded me the fee after some back and forth which I appreciate and wanted from the being. However, the fight, work, and effort I had to put in to get it was horrible, and I cannot believe how I was treated each step of the way. Arelia as stated in other reviews is rude and shouldn't work in hospitality. The GM I cannot comment on she has never returned my calls or email, that says enough in my opinion. The assistant GM while he gave me the refund was not understanding of anything. It is in my opinion this location is all about revenue and customer service has gone the window. I emailed the franchise owners about the situation they too have ignored me. Because of this situation, Marriott is more in my future or another brand. I am not impressed with how I was treated by anyone at Hilton. I do not feel like I was heard or understood at all. I felt like my being honest with them meant nothing, being a human being that makes honest mistakes...

We were very pleased with our 4-night stay here and give it a 5 star rating. It far exceeded our expectations. The location is excellent - near Red Rock Canyon. With digital check-in on the app you can pick your own room so I compared the building with the Google map and chose a 4th floor room that had a canyon view. It provided gorgeous sunrise views. There are a good selection of restaurants, fast food and all types of shopping (from Target to high-end boutiques) nearby. It is an easy 15 minute drive from the airport. When we checked in and checked out at 2am each time, the staff were fully engaged, attentive and kind. All the day and night shift staff provided excellent hospitality service. We felt like valued guests and never felt like we were a bother. They even set out grab & go snack bags about 5am for people with early flights and no time to grab breakfast. The breakfast buffet is truly some of the best hotel food we’ve ever had. Fresh and delicious and with a little bit of variety each day. It made it a pleasure to eat there and enjoy breakfast and decent coffee before heading out for a hike. The rooms and lobby were impeccably clean and quiet. We had a large roomy king suite with sofa bed and kitchenette with fridge and microwave. It was more than enough room for 2 adults and a teen. The beds were very comfortable, shower was lovely and they had daily housekeeping service. The parking lot is well-lit and we felt very safe even coming & going in the wee morning hours for our flights. Can’t say enough good about this location and we will definitely stay here on our next trip. If you’re looking for a quiet, safe family atmosphere with no gaming and no smoking, but still close to all the attractions, this...