Hampton Inn Tucson-Airport — Hotel in Tucson

I was originally going to give more stars, but the managers never got back to me. I kept calling for the manager, got no call back. I ended up talking to the sales manager when front desk needed help answering billing question I had. Sales manager said she would transfer the call to her back office and talk to me there. She transferred and never picked up--let it go to voicemail. I called back, front desk transferred me to her again. Again she did not pick up. I left a message; she never called back. Why would you offer to talk if you are going to leave me hanging? A while later I got an email from Patricia, the other manager that I was told takes feedback, and it just said she was out of the office. It did not say until when and I never got a call from her after that. It would have been nice to have been told when I would get a call back. I just joined Hilton Honors too but apparently that doesn't mean much. Reason why I wanted to talk: one of the front desk ladies wasn't nice to me during my stay. She does not wear a name tag. So I must describe her. She was one of the two ladies working late on May 5th when I checked in. The other lady is Sandra and I have great things to say about Sandra. The other lady is young, with dark hair, dark eyes, on the thin side, and petite in stature. She often wears two braids, one on either side of her hair. She helped me check in and gave me a room. I went up to the room and decided I wanted one with a better view and came downstairs to see if any were still available. Sandra was trying to help me but did not know how to do the room swap. So the other girl came to help and she said I would have to pay more for a room with a view. I had detected a cold energy from her when I had first checked in but this time I sensed a bit of an attitude when she said that to me, so I asked her not to give me an attitude. She looked at me like I was crazy. She started making faces at me and then to Sandra to discredit me as if I am crazy. That escalated the situation and I asked Sandra if the manager was in and checked the other lady's shirt to see if she had a name tag. She didn't and did not wear one during my stay there. Sandra said the manager was not in. I said to Sandra: sorry I am coming from a bad life (meaning in Phoenix) and needed help with front desk issues. She was very kind and said in a gentle voice "that's ok". And Sandra was the one that de-escalated the situation that the other girl was making worse with her bad, unprofessional attitude. So thank you Sandra for your compassion, humility, and kindness. And I recommend the other girl learn these traits from Sandra so she stops giving immature faces and curbs her attitude. Customer Service is not just about knowing how to change rooms and answer logistical questions. It is also about how you treat people, how you de-escalate any issues, and give people a smiling kind face instead of a cold rude one. I have been told by the front desk that managers can check the cameras, so they can see her making faces at me. They can also hear me being very polite and kind to the staff, including this rude girl that I am mentioning, throughout my stay. She would answer my questions but she would give me a cold stare and negative energy. I know she's capable of positive energy because I saw her be much nicer to another customer. I even thanked her at the end but she still was cold and rude even though she said she would pass on my feedback about Sandra being great. Just because you are saying the words doesn't mean you are not giving me negative energy and the stink eye. We can feel it as customers. If I had been mistaken with anything, she should have just said, "Oh no ma'am, I did not mean it in this way, I meant it in this way." but instead, I get rude faces. Not ok. And not worth my money. Your front desk staff should not be rude to customers period. I have decided to go to other hotels next time I come to downtown Tucson. And I am a Hilton Honors member-- I guess that doesn't mean anything...

In all fairness, our experience was clean (except the pool, it needed some attention). The staff were friendly. I strive to give valid credit where credit is due. However...

The bungling of breakfast by this property is an absolute embarrassment to the Hilton name.

If you can't do better than what we experienced today then update your website and acknowledge NO BREAKFAST at all. Setting expectations for no breakfast would have been better than what we experienced.

The web site said FULL BREAKFAST when we booked (that's a solid consideration when we book a hotel). Upon check-in, we were told "continental breakfast", due to "supply issues". I wholeheartedly think COVID and supply issues have been nothing but an excuse for poor service. Today's experience only reinforces that belief.

Each of the four juice dispensers had a post-it saying "Sorry! Out of order." The ONLY drinks were coffee and hot tea.

There was dry cereal, but no MILK, whatsoever. NO MILK FOR CEREAL.

The only breads were some slices of regular bread and waffles. No danishes, no muffins, nothing else. The syrup dispenser for the waffles was empty. (My son had jelly on his waffles.)

There was a bowl of ice (with nothing in it) and I saw other people eating yogurt. Therefore, I asked the employee in the room if there was more yogurt. She brought out two (one for my son and one for me) and said, "I don't bring them out because everybody just takes them all." Well, that's what a breakfast buffet is all about...eating breakfast.

There was hot oatmeal (again giving credit for such).

Overall, it was a pathetic excuse for breakfast.

Most everybody else there were reacting in shock at how poor it was. The employee there just kept referring guests to the sign on the door that explained the "supply issues".

That's an unacceptable excuse. You could go to the grocery store and simply buy milk, juices, danishes, etc. Buy anything you needed. Saying your "truck didn't come in" is a crock of bad customer service.

If you're going to do that poorly, then at least lower the room prices to compensate (and tell your guests, "Due to such a poor breakfast offering, we've lowered our per room price by $x."). If we ordered a happy meal at McDonalds and they gave it to us without any fries or drink, we would NOT expect to pay the same price.

We've been on an extended road trip for 38 days now, staying in dozens of hotels along the way (mostly for one night stays, each). We've not encountered anything like this the whole trip. We've had many, many fully stocked HOT breakfast offerings.

Unrelated to breakfast: Housekeeping was knocking on doors saying, "Housekeeping" at 9 am on a Sunday morning. That's unreasonable.

Bottom line: The management of this property doesn't know anything about delivering a quality product at a reasonable price. Excuses and poor service have become the order of the day.

Not sure when we'll be back in Tucson, but we definitely would find other accommodations. There are plenty of...

We stayed the last weekend of Sept. Let me first state that the employees here are so patient and kind and welcoming. I spoke with Kaylee (Katie?) while making my reservation and she was very helpful and made sure to put in all my silly requests for my room. I must've called like 10 times and she was still always so demure and sweet with helping me and over the top requests so a special shout out to her! Michael at check in was awesome and made sure we got our roll away bed in minutes. Our rooms were great! Beds were comfortable, I got my pool view and also adjoining rooms with my party. Housekeeping does a fantastic job because the rooms smelled brand new almost like it was a new building. Everything was clean and tidy. Mini fridge and microwave in room was a plus! The jacuzzi was AMAZING even in 100+ degree weather. Pool needed a little cleaning up (lots of bugs lost their lives but I used the pool net to get them out- not really a problem for me personally but maybe management should start having maintenance do this early daily before pool opens 😉) This hotel is near the Tucson airport but absolutely no noise at all was heard by airplanes at night. Gym was open and lots of equipment to choose from. Breakfast was delicious. Waffle maker, eggs, sausage, fruit, cereal, toast, pastries, lots of choices to choose from and plenty of space to sit down and eat. There is fresh coffee 24/7 in the lobby, too. Free parking as well and plenty of it. I really really loved my stay here. The only issue I had was that the elevator seemed to be having some issues coming down to the 1st floor so I had to take the stairs sometimes. Also as some other reviews point out, the signs at the pool area say that the pool and jacuzzi area closes at 10pm/11pm however we were told it closes at 8pm by staff (why so early?) Other than that, this was a 10/10 and I will definitely be returning here the next time I'm in Tucson. Thank you, Hampton Inn Tucson for an...