Hampton Inn Monticello — Hotel in Town of Thompson

I was in town for work for the night. My check in process was excellent. The young lady that checked me in was friendly. The day I checked out as I had already left the property & city I realized I had left my orthopedic pillow. I called the property to inform them of such & they told me they had located & would hold it for me at the front desk. About 4 days later I was back in the city & I was able to return to the property to retrieve my pillow. I went to the property before heading to my work location & I got to the hotel when the night auditor was still on shift to my surprise I was handed the pillow & it looked like a ball & not flat (first picture is what it should have looked like & I KNOW FOR A FACT I left it in the room flat not balled up & I said out loud, “Why does my pillow look like that?” I went out to my car & unzipped the covering thinking it was just folded up against itself in the covering but the foam inside was broken up into pieces (second picture). I immediately went back in the hotel & showed the night auditor my pillow & asked the same question again but added had it been washed. But being that he works overnight he could not tell me why it was like that & could not confirm if it had been washed. He took my contact information down to be contacted about the matter. Later that day I received a call & voicemail message from a Ricky. I called him back on my lunch break & explained the situation & my concern to him & also asked him what happened & if my pillow had been washed & he told me that it had been brought to the front desk in that condition straight from the room, per the explanation by the housekeeping department. I told him it must have been washed because I didn’t bring it to the property balled up into pieces and didn’t leave it in the room like that. Ricky said he believed me but he also believed his housekeeping department (you can’t believe both) & said it wasn’t washed that they don’t wash pillows. He also told me that if they as the property damaged something that was left by a former guest they would just throw it out & that if guest called back to inquire about it to see if it was found they would just tell the guest that it had not been found. Being a former hotel employee myself (front desk) I know something about how things work & operate, so when he told me that bit of information I was shocked that he told me that’s what they do. He told me there’s nothing they could do for me & we ended the call. I called the Hilton customer service number & explained my situation to them & they advised me that if I could go back to the property after work to show them the condition of my pillow & then see if they would do something to compensate me after seeing the pillow for themselves in person & if not then to call back & a case would be created. After work while packing my car I happen to touch one of the pieces of broken foam & IT WAS WET! So it was in fact washed. I’m guessing whoever cleaned the room just gathered everything off the bed put it into their hamper or whatever they put the dirty linen in & transferred it from that to the washing machine (also as I former employee at hotels I have helped the housekeepers in stripping beds). I went to the property & asked for Ricky & was told he was gone for the day by person at the front desk. I had brought the broken up pillow inside with me & asked the person working the front desk to touch it & feel that it was wet & he confirmed that it was we but he again took down my contact information to be contacted AGAIN. Ricky called me the next day while I was at work & because I got busy that day I wasn’t able to return his call until the day after that. In this conversation between Ricky & I, I said if you look at the cameras & see when I came in that my pillow was not balled up. He asked for times I may have walked by the camera and I gave him times. He said he would have his managers look at the cameras & get back to me. He never got back to me so I called Hilton again to open a case. *See picture for rest...

The manager Jennifer and staff had absolutely no idea how to book a room block or communicate leading up to a wedding we were attending. I called and left Jennifer a message to book a room and never received a call back. I called multiple times and no one knew what a room block even was. After three calls I finally was placed on the room block and asked to receive a confirmation email - which I never did. I called every single day leading up to the wedding to confirm I had a room because I still never got an email - we were driving 3 hours away and did not want to be left without a hotel in an unknown area. When we arrived there were guests with reservations but without rooms, they ended up turning these individuals away. The manager was nowhere to be found, although there was one very nice woman at the front desk who was remorseful and tried to do what she could but she was completely blindsided by the whole situation. We arrive, check in, they confirmed the credit card on file and said we were good to go. When we checked out the front desk said we were good to go and that was that. Fast forward a month later, my work received a phone call from Jennifer harassing my coworkers for me - when asked who she was by a coworker (since I never give out my work phone number or place of work in general) she stated “She’ll know who I am you can put her on the phone.” Thinking it was a family emergency, I leave my patient and am harassed for money in which I was under the impression I had paid. I told her she has my correct information on file and if she is who she said she is she can email and contact me correctly. Two weeks pass, now Jennifer is calling my mother - who’s phone number I’d also never give out. When asking Jennifer how she got these numbers she stated from the bridal party - which is a complete lie because I don’t know anyone in the bridal party other than the bride and the bride has my personal cell phone number only. So this woman stalked my personal information online and harassed my workplace and mother for something that is completely her and her staff’s fault, gave me attitude, and did not even apologize for her mistakes. I will never ever stay with hotel ever again for the way they have treated my coworkers, family, myself, along with the other guests who traveled hours to attend a wedding and be put out of a place to stay only an hour before...

I thought I would calm down enough to give this a better rating than initially yet that has not happened, or maybe it has since the original rating would have been a negative #.

I expected this to be at the very least -- to standard.

The bed linen was thrown over to make it look like the room was made but the bed had clearly been slept in & the linens were used.

The little table stand has sticky goo. The chair was already stained. The desk had slight damage that, with a little more time, will produce splinters. The bathroom floors were not even cleaned! As if THAT were not enough, if you are one to check-in and take a shower to wash off the traveling, you would find (as I did) no shampoo, no conditioner. Thankfully, there was a meager amount of soap because once you're in the shower, it's too late to remedy much* This was never refilled by housekeeping but rather the front desk was kind enough to take care of me -- AFTER housekeeping had already visited the room.

The generous 4-star rating on service was specifically thanks to: Glen, Kayleigh, & Leia who were absolutely amazing in spite of the dreadful state of affairs as regarded the room, housekeeping, etc. They deserve 10-stars for their handling of a situation & a dissatisfied guest in a circumstance out of their control. They made my stay pleasant in unpleasant circumstances.

While both the hotel & housekeeping manager indicated they were both "new," when broached on this subject, they both clearly seemed to be keenly aware of the problems encountered during my 4-day, 3-night stay. In retrospect, having had time to look at this more objectively, the BEST I can say (& I AM being EXTREMELY Generous) is VERY disappointing.

This is not Hampton Inn standard & certainly not worthy to be part of the Hilton brand - something both managers agreed upon.

KINDEST word for the room (which is what you stay here for): Desperately Disappointing

Leia, Glen, & Kayleigh: KUDOS for saving a Hilton Honors customer! You are each worth so much more than they're paying...