Hampton Inn Los Angeles/West Covina — Hotel in West Covina

Very Suspicious and Unacceptable Debit-Only Lie

Dear Hilton Customer Care,

I am writing to formally file a complaint regarding an unacceptable experience during my recent stay at the Hampton Inn located in West Covina, California, from Sunday, May 18th to Monday, May 19th, 2025.

Upon check-in on the evening of May 18th, I was attended to by a male front desk agent who refused to accept my valid credit card. When I questioned this policy, he stated, “Debit cards are like cash,” and insisted that a debit card was required. This explanation was not only dismissive but raised serious concerns about the hotel’s practices and transparency.

The following morning, I spoke with another staff member named Naomi, who confirmed that the hotel does accept credit cards, directly contradicting the prior night’s claim. This inconsistency suggests either willful misrepresentation or a failure in staff training. In either case, it created a misleading and uncomfortable experience that compelled me to cut my stay short.

I have since received a response from the hotel stating that no male staff were working on May 18th and that the hotel was sold out. This is categorically false. I can confirm my interaction with the male staff member and am happy to provide the printed receipt from my stay, which I currently have in my possession.

This incident is not only about a payment method—it reflects a broader issue of dishonesty and potentially discriminatory behavior by hotel staff. As a loyal traveler who values integrity and professionalism, I find this experience deeply troubling and below the standards one expects from a Hilton property.

I respectfully request that this matter be investigated and that appropriate action be taken. I would appreciate a formal response outlining what steps Hilton intends to take to ensure this does not happen to future guests.

May 2025

I had a troubling and disappointing experience at this Hampton Inn in West Covina. When I first checked in, the front desk agent—a man—refused to accept my valid credit card and insisted I had to use a debit card. When I questioned why, he casually said, “Because debit cards are like cash,” and dismissed my concerns like it was no big deal.

This wasn’t just inconvenient—it felt suspicious. Anyone who travels knows debit cards offer less fraud protection than credit cards, and forcing guests to use them raises serious questions about how our personal banking info is being handled.

But here’s the kicker: when I went to check out the next morning and spoke to a different employee named Naomi, she told me the truth—they do accept credit cards. So clearly, the man at the front desk either lied to me or profiled me. That’s unacceptable and unprofessional.

I had planned to stay here for at least two weeks, but after being treated that way and being forced into an unnecessary debit card transaction, I decided to leave early. I won’t be returning, and I suggest others think twice before booking—especially if you care about honesty, respect, and basic hospitality.

I’m sure the standard customer service reply will follow: “We’re sorry for your experience. Please contact us directly to discuss further.” But let’s be real—that’s not enough. What really needs to happen is this: your staff should be reprimanded for lying to and profiling paying guests. Until that happens, expect more guests to walk out the door, just like I did. Sunday 5/18/25 to...

My friend and I have been here for a few months now and I really can’t complain. The staff are all friendly, the rooms are nice, and the parking lot has security at night. They serve a pretty killer continental breakfast every AM. Tbh We’ve only had an issue with one of the female managers, and it wasn’t really anything specific, necessarily, her attitude is just poor. Not bad when you consider that we’ve been staying here for over 4 months (straight). That’s the good, now I’ll list the negative aspects of the West Covina Hampton Inn; No microwaves. Yeah, I know, it’s a pretty big fail 😬. There is one in the lobby but not in the rooms. So if you want to warm food you have to get up and dressed and walk down to the lobby. I, myself personally, prefer to stay out of the way of the hotel staff as much as possible. Not that I am doing anything wrong, I simply like my privacy and appreciate amenities which allow me to keep to myself as much as possible. Having to drag myself out to the lobby every time I want to eat something (nearly) isn’t exactly convenient. Also—bathtubs. Their room choices are very limited as they only provide either one bed or two bed rooms. Other than that the rooms are very cookie cutter and indistinguishable from each other. I’ve read on their site that they do provide disability accessible rooms which have bathtubs, and microwaves, but I’ve not seen them myself so idk. Other than that though, the rooms are all exactly alike. Kind of a bummer 🤷🏻‍♀️ Side note; the bathroom doors are sliders with frosted glass and no door handle, let alone lock. Once again, if privacy is your thing, it’s not going to be exactly what you’re looking for. And lastly, no hot tub/spa. I like to enjoy the luxury of a nice hot dip, especially towards the evening/night time. With no bathtubs OR hot tub to relax in, it’s been pretty tempting to sneak over to the Fairfield next door and enjoy a dip in theirs. So that’s it I think 🤔 Overall it’s a good hotel to stay in if you don’t mind the staff eyeballing you while you attempt to warm up the rest of your quesadilla from the night before in your pajama shorts and slides. Or, if you aren’t partial to relaxing in a nice warm, steamy tub-of ANY kind. But hey, the rooms are clean and the decor modernish and the staff are pretty accommodating where and when...

First off, I would say that check-in was smooth and the breakfast buffet was good. However, it all went downhill from there. ||||I was in room 214 and it was definitely not clean. There were several sticky brown spots on the floor, one on the carpet on the left side of the bed, and the other at the foot of the bed. This was gross, but I arrived at 10pm , so it was getting late and it wasn't enough to make me want to change rooms. The bed was comfortable but the walls were thin. This wasn't an issue the first night, but the room next door was loud past midnight on another night and then again very early that following morning. It was a group of young adults, either high school or college, and they were cussing and banging on the walls. I tried to get a room change the next day, but the front desk receptionist said that the guests in that room were already checking out that morning. ||||Everything was uneventful until the day of my checkout when I was packing up and noticed that there was something crawling on the headboard of my bed. I took a few pictures and googled it and found out that it was a bedbug. I saw it crawl into the space between the cloth and the wood of the headboard, so it must be living in there. Luckily, I did not receive any bites that I know of. I reported the issue to front desk when I was checking out, but the lady I spoke to was not surprised, and frankly it seemed like she couldn't care less. She gave me an email to complain to and I sent that email address (hamptoninnwestcovina@gmail.com) an email with pictures of the bedbug. It's been 2 full business days and I have not received a reply from them. ||||Meanwhile, I have spent the last 2 days decontaminating my luggage and clothing with bleach and boiling water. It has been time consuming and I am disappointed with the lack of response from Hilton. I would not recommend anyone to stay here unless you want to risk bringing an...