Let me start by saying I am a Gold Hilton member and soon to be Platinum. I stay at Hampton Inns all over the western US. This was bar none the WORST night's sleep I have had in years at a hotel.
I checked in and was given two keys for room 219 of a 4 floor hotel. I went to "my" room and low and behold there were two suitcases and clothes everywhere. I was tired from a long day of meetings so I went downstairs and told the young lady at the front desk. Her response, "how did that happen?" I have no idea - you gave me the room!!! She then gave me the key for 209 without asking me for the keys for room 219 back. I mentioned it and she said "oh yeah, can I have those?"
Got to my room, changed for dinner quickly and headed out. Little did I know that maybe 15 feet from my window on a roof outside my room was the mechanical for this side of the building. Found that out during the evening while it was going off and on ALL freaking night!!!!
I went down the next morning to let them know to NEVER give me that room again and all I got was "I am sorry". If this is the room and the way they treat Hilton Gold members then I would hate to be a regular Joe off the street. I am seriously thinking of seeing if Westin or Hyatt will transfer my status.
Do not choose room 209!!!!!!!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 8, 2012
Thank you for your response and comment that we have a nice hotel. I apologize for the inconvenience regarding the wrong room keys. I discussed the issue with the front desk agent, and she stated she inadvertently put 219 on the key sleeve rather than 209, and that your room was 209 from the beginning. We value all of our guests saftey and security, so this error has been discussed thoroughly and changes have been made so that similar errors will not occur again. She did state, however, that she remade the same original keys she provided you (overriding the 219 room with the 209 room number), so that you would not have access to room 219 again, for the safety of the guest in 219. She states that she did not provide new keys and forget to ask for the old keys back.
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I also apologize for the night's sleep in 209. I have looked back in our log book and we have virtually never had complaints about that room being loud, so had our maintenance staff look into the issue to insure that the mechanical equipment was functioning properly outside the building. Please note that we would have happily accommodated a request from you to change rooms had we known about the issue the night of, rather than the morning after, once it was too late to resolve the issue. We would have also moved your luggage and other items to lessen the inconvenience.
Thank you again for your comments. They aid in our ability to provide the best customer service we can to future guests.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.