We chose the Roseville Hampton Inn as a stop over on our trip to Lake Tahoe. We arrived late, and had two sleeping kids and a car full of luggage. We made the bad decision to carry in our sleeping children and our bare essentials assuming that we were staying at a nice hotel with a secured parking lot. Much to our surprise, when we went to leave in the morning, our car window had been shattered and our childrens ipads were stolen from the vehicle. The hotel did not take a report, and did not treat us with sympathy or hospitality. The icing on the cake was hearing from both the police officer who came to take the report and the mobile repairman who came to replace our window that these things happen all of the time here. We can take responsibilty for our lack of judgment, and we are thankful we only lost material possessions, but I believe that the Hampton in is also responsible for not properly ensuring the security of the guests on their property. Security cameras or security personal could help detere future crime and they have been unwilling to take these simple measures. Personally safety comes first and I will think twice before staying any place that does not ensure the safety of their guests.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Mr. Rocio M,
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Thank you for taking the time to reach out to us. I completely understand why you would be disappointed. Please know that we strive to keep a hospitable, safe and caring environment at the hotel and I am disheartened that you did not experience that during your most recent stay. Please know that we strive for every guest to have a wonderful experience and your feedback is certainly taken seriously.
When we heard about your unfortunate incident we did contact the police, ask that they put a report together and we also put in an incident report for the hotel. We realize that this is the last thing you would like to deal with and hope that our support showed our concern. We also gave you our 100% Guarantee which we completely stand by. We guarantee friendly service, clean rooms and comfortable surroundings and if you are not satisfied, we do not expect you to pay. We realize that our signs in our parking lot state "user assumes all risk", however we feel horrible about your loss and want to make up for it somehow.
As the Holiday Season approaches, unfortunately there is a rise in crime everywhere you go and the only way we can protect our guests is to remind them on ways to avoid becoming a victim. Because of your most recent incident, we have implemented a parking permit. With this we can reach out to guests who may have overlooked valuable in their car and remind them to remove them. We also scheduled a meeting with the local Police Department to see what else we can do to help our guests be safe.
This type of crime does not happen regularly at our hotel and I apologize that is how you perceived it. I truly believe that this crime, as unfortunate as it is, happens everywhere and it reminds the team and I to communicate this to our guests and walk our a parking lot more often to avoid our guest from being a victim.
Please accept our deepest apologies in regards to this unfortunate incident. We hope that you know that we do care about you and all of our guests and it really disheartens me that you feel the way that you do. I hope that one day we can change your mind about our service and our intentions. Please feel free to reach out to me if you need anything at all.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.