Hampton Inn Van Horn — Hotel in Van Horn

Hands down the worst Hampton Inn I have stayed at. The gentleman at the front desk who checked me in, was fabulous. No complaints there. Personable, on top of things, made sure I got any discounts I was eligible for. He was the best part of my experience here. 10 out of 5 stars. The room was almost claustrophobic. It was about half the size of any other Hampton Inn room I have checked into. There was some construction going on at the front of the hotel...I am almost wondering if this was a different hotel that Hampton Inn bought and is trying to upgrade? There was a strange smell in the lobby and corridors that I am willing to blame on the construction, but my room also had an odd odor to it. It turned out to be the air unit...it was a terrible musty kind of smell. I ended up freezing all night because it smelled awful when I tried to put the heat on. All the regular amenities were basically there. Large screen tv, microwave, coffee machine, refrigerator (but no freezer) ,. pool/hot tub, fitness room. No vending machines...snacks etc were available for purchase in the lobby. I will grant that everything was very clean and well kept up. The other reviews complaining about thin walls and noise were spot on. I am a heavy sleeper and I could clearly hear the guests in the rooms next to and above me...not to mention the sound of the heavy winds outside. All in all I felt like I payed $140+ for a hotel worth about $110 at most (and I am being generous with that assessment ) (As a side note: I stayed in town on a Saturday and every single non fast food restaurant was closed, regardless of what hours were posted online. Several had neon signs that said "open" along with another sign that said "closed". ) Hotel did offer a free hot breakfast that was in line with those served at other Hampton Inns. I am not someone who usually leaves reviews...but I just really felt I needed to in this case. For all I know, the other hotels in this town are no better, but if you stay at Hampton Inns regularly as I do, you should know this isn't up to par with what you are...

Fraud / Security warning!

My parents stayed at the Hampton Van Horn last night (2/19/16). After using the hotel computer, they received two suspicious phone calls phishing for information about their "computer issue at the hotel." (There was no issue).

My dad reported these calls to the front desk. The desk agent told him that it had happened before, that someone was phishing for personal information, and there was nothing to be done. This is a blatant customer service failure, not to mention failure to report a possible crime.

I used to work in hotels. Here's what should have happened when my dad reported this issue to the desk:

-The desk agent should have apologized for my parents' experience with these calls (she's the person who put the calls through).

-The agent should have asked my dad for as much detail as possible about the caller.

-The agent should have thanked my dad for reporting this issue, promised to report to management asap, then put my parents' phone on "do not disturb" to prevent any more calls.

-She should have reported the issue to management and the police immediately (especially as it's happened before). A manager should have called my parents in the morning to update them on what's been done.

-My parents should have been given a police report reference number and a phone number where they could follow up with the local law enforcement.

-The desk agent should never ever have connected the calls in the first place without the caller being able to name the guest in the room they asked for. If someone calls and asks for room 325, for example, standard hotel policy is to ask for the name of the guest in the room before connecting the call. The fact that these calls were put through suggests that the desk agent is at best not doing her job, at worst in on the scheme.

I'm concerned that there is spyware on the hotel computer. I'm even more concerned that the staff are taking no action to report criminal activity. They are putting guests at risk. This is...

Edit: Nothing quite like a business that feels the need to publicly contradict each review containing negative feedback. My reservation was not in my name - my dad reserved the room early last week under my mom's name. It is good that you now have information about the elevator on the booking sites. That was the objective of my review - to make future customers aware and less likely to "feel" like that weren't notified of the issue. However, if that had been the case when we reserved our room, as you claim it was, then why did you reply to another review left days prior to mine stating that you had "been trying to notify guests before they stay". It would seem that notifications would be unnecessary if the information was already included in the confirmation emails or on the various sites. If you're looking for a place to stay in Van Horn, I would not recommend the Hampton Inn. I booked a room here because it was a convenient location for me and I'm familiar with Hampton Inn's typically high standards. Unfortunately, my stay here was very disappointing. When I arrived late in the evening, I was told that the elevator was out of order and the only room available was on the second floor, which I had to climb with all of my luggage. I was very frustrated, as I have bad knees and was traveling with my elderly mother.

To make matters worse, the next morning I found out that the elevator was not recently broken and was expected to be out of service for at least six more weeks. I understand that things break, but management should have reached out to guests with reservations to let them know the situation. It would have been easy enough for me to change my plans or arrive earlier in the day had I known.

The staff themselves were friendly and the breakfast was good, but the lack of communication from management about the elevator was inexcusable. I will not be staying at this...