Hampton Inn & Suites Windsor - Sonoma Wine Country — Hotel in Windsor

We are Hilton Diamond members and have never been treated as poorly as the way Ben Osgood, the General Manager of this Hampton Inn, treated us. I filed a complaint with the Hilton corporate office and Ben told me he "closed" the file. I have also lodged a complaint against Ben at Diamond Member desk and I hope the owner of this hotel is made aware of how his guests are being treated since it appears that Ben actively closes files related to complaints against him instead of escalating them so that customer service issues can be resolved.

I called 9/18 to book a room using a rate code and spoke with Agent ID: A00E7620 (based in Tampa, FL) who booked my reservation. She did so using my status because Hilton sets aside rooms for Diamond members not available to others. She quoted me $299. I said that was fine and asked her if there was a way to honor my group rate. She said the best she could do was $249 and I said great and had her book it. Apparently she used another group code to obtain this rate but didn't tell me that or indicate that any problems may arise. Today, Ben called my fiancé while he was at work, called him a fraud, and cancelled the reservation. He said we booked the reservation over the web which is false and accused us of searching for group codes in order to get the discounted rate, also false given this hotel was fully booked online which is why I called them to book over the phone. The corporate office confirmed the reservation was booked with an agent over the phone. Not only did Ben cancel my reservation without my approval, he breached my privacy by calling the group that provided me with the rate code and said he "reported me" to them. This is the General Manager of a Hilton property calling a business client of mine and telling them that 1) I had a reservation there and 2) he cancelled because I booked the reservation using a rate code that I shouldn't have used. A hotel GM has no authority to call a business client of mine and make such misinformed claims that compromise my reputation. Sincerely, One Pissed...

We arrived yesterday and waited for over 15 minutes before someone came to the front desk to assist us. I said “Hello” loud enough for someone to hear us because I could hear someone in the back office. The employee came out and helped us get checked in but seemed like she wasn’t quite getting our information in correctly. While standing there multiple people called the front desk and she would ask them to hold. We stood there for a very long time and none of the calls were answered. I was worried at this point but since we were only staying one night, I went ahead and checked in. At 5:21 this morning, I went to restroom and as I was walking in I stepped on something. I turned on the light and it was a ROACH! I went downstairs to speak to someone at the front desk quietly about it. I was told that they would have the room treated. When she asked my room number, she gave me my husband’s name instead of mine. I asked if the room was showing under my Hilton honors number and was told that it wasn’t. The phone number was put in incorrectly at check in and my Hilton honors was never put in. The employee at the front desk did correct the information but at first made it seem like it wasn’t possible. The conversation between us didn’t leave me feeling like my business here was appreciated. I came back to my room and packed my belongings to leave. On a side note, the elevator sounds like a death trap. Update: When we checked out of the hotel, a front desk staff named Katie asked us about our stay and we informed her of the above. She showed concern and was helpful. She offered us Hilton Honor points for the inconvenience. A few hours later, she called and checked on us again and informed us to be on the lookout for the Hilton Honor points for the inconvenience. Katie is a great example of wonderful customer service and I hope that she is recognized for being...

Ok, I get that there's a 24-hour cancellation policy. However, the customer service I received from the general manager ("Rob") when I found out my flight was delayed to the point I wasn't going to make it to the hotel was horrible.

First, I tried to cancel online. It gave me a message to call the Hampton 1-800 reservations number. I did - they said call the hotel. Fine. (Although why is the website telling me to call the 800 number?)

I call the hotel and get Rob. I tell him "I need to cancel my hotel room for tonight." Without skipping a breath, he transfers me to the 800 number. I talk to the 800 number who has to get my flight number in order to see if I'm actually delayed. Fine. They put me on hold while they check. Then they hang up on my after I wait for 15 minutes.

I call back. New Hampton person. Explain it all again. Puts me on hold to call the hotel front desk.

I wait 5 minutes. New 1-800 number employee. Doesn't know why I've been transferred to him. Have to explain it all again. He gets Rob from this hotel on the line. I describe it all again.

Rob glibly states, "Oh, we have a 24-hour cancellation policy." Thanks, guy - I've been mercilessly transferred from one person to another, building my frustration in an airport that already has delayed my flight by two hours, and you could have saved me 45 minutes of phone time by telling me that in the first place.

Lame general manager. Terrible at listening to customers and wasted my time. It's fine if I can't cancel, but tell me that before sending me on a wild goose chase through an entire infrastructure of ineptitude of Hampton...