I am surprised this hotel has been reviewed so highly. Upon check-in at 3p.m. I reminded the attendant that I had called ahead to ask for a quiet room. The lady did not even check and told me that they were fully booked and nothing was available on the top floor. She did give us a room away from the freeway. We were staying there for a soccer tournament and were also told the top floor was mostly older people and no one would keep us up. That night we were kept up until midnight and awoken at 5am by the stomping above us. This was especially frustrating since another group in our party was placed on the top floor several hours after we checked in and they told me they did not request it! I would have been happy to wait until the room was available if only the first lady would have checked. The next morning I went down and asked to switch rooms. I was told no other rooms were available (again without even consulting the computer), soccer teams were not placed on the top floor (even though other people in our party were staying on that floor and not surprisingly the people above me were also part of a team), and finally I had to be a higher level of Hilton Honors to be placed on that floor. I continued to wait until he finally agreed to move me to the top floor, but the only room he would put me in was on the freeway side. He also went out of his way to let me know that nowhere in the original notes did it state a top floor room was requested, only a quiet room. Odd since I have no control over what the person types into the computer. Again we were kept up most of the night by traffic despite leaving the fan on all night. I know my daughter and I am light sleepers, that is why I called weeks before hand and requested the quietest possible room, I relied on the hotel staff to make that request happen. We paid $139 a night and barely got any sleep. Our receipt was sealed with a sticker that says Hampton Inns has a 100% guarantee, I wonder what this means because I was absolutely not satisfied with my stay. Almost more frustrating than the lack of sleep was the poor customer service.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
Thank you so much for taking the time to write a review on you recent stay with us.
I am so disheartened to read you were not satisfied with your stay and that the perception of our staff was not a more helpful one. Our Hampton Inn & Suites is rated so highly because of the care and compassion we have for our guests.
Any requests noted on a reservation by the reservationist or in person are first priority and we do our best to accommodate all our guest requests. My apologies this was not your perception from our team as our goal is to find the best possible accommodations based on your requests and our availability.
Thank you for your feedback so we can use this as a training tool to better serve our guests in the future and possibly reach out to our guests prior to arrival to find a better alternative to specific room requests when not available.
Our Hampton Guarantee is that we provide the best possible service and cleanliness and when an issue is brought to our attention, such as a noise complaint our staff has a sense of urgency to resolve the issue and make sure you are well taken care of and have a comfortable stay.
Again our sincerest apologies your experience with us was that our service failed your expectations and I certainly hope that you may give us another try when visiting Roseville again so that we can have the opportunity to wow you as part of our Hamptionality we deliver every day to our guests. Thank you so much and please feel free to reach out to me personally with any further comments or suggestions.
Assistant General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.