On a trip from Colorado to Texas, we decided last minute to spend the night in Santa Fe. Our favorite hotels were completely booked. My husband booked a room at the Hampton thru Booking.com for one night. We drove to the hotel and my husband went inside to check in. The front desk let him know the elevator was broken and our room was on the 3rd floord. I had only had a foot/ankle surgery 4 weeks before and could not have made 3 flights of stairs. My husband asked to cancel the room. The front desk clerk assured my husband the reservstion was cancelled but refused to give my husband a cancellation number. We realized the next day we were charged for the stay at the Hampton. My husband called Booking.com and was told the Hampton never reported the cancellation. So my husband called the Hampton and could not get the manager respond to his calls. Booking.com also called the Hampton and the manager refused to call them back. The Hampton refuses to talk to Booking.com or acknowlwdge the cancellation due to broken elevator. So we have been charged for a room we could not use thru no fault of our own. My husband was finally able to reach the general manager after6 or 7 phone calls yesterday. The hotel general manager was uncooperative even refusing to do a three way call with Booking.com. He was rude and sarcastic telling my husband maybe you should'nt book thru third parties! If you want to be ripped off and stolen from then by all means book a room with the broken down Hampton.

This could have been a 5 star review. But right over the bed - in every room - there is a LOUD AIR VENT. I measured it at 65 decibels. Neither of us could fall asleep, even with high quality earplugs. And it pumps out a strong stream of cold air (counteracting however you may have set the room HVAC). I understand that I am not alone in having this complaint. The very nice front desk assistant explained that the old hotel here (in which I had stayed in 2014) was torn down and rebuilt during Covid. And because it was Covid they put in this aggressive ventilation system. Otherwise the hotel would have gotten a 5-star review from me.(I suppose if you already have hearing deficiency, then maybe you would be OK here)

Although the room was as pictured and the breakfast was included, my experience at the front desk was the worst I have ever had. I'm a Hilton Gold member and stay at Hiltons nationwide. Choose another hotel.

We stayed for a couple of nights and had a pleasant experience overall. The staff were very friendly and helpful throughout our stay, which made everything easy. Breakfast was exactly what we expected — good variety, tasty food, and great service from the team working the mornings. Our room was comfortable and had everything we needed for a short stay. The only downside for us was the pillows. They were surprisingly lumpy and firm, almost like what happens when pillows get washed and the filling clumps together. It stood out because Hampton properties usually have some of the best pillows, so this was the opposite of what we are used to and made sleeping a bit uncomfortable.They do charge a small fee for parking, not expected but manageable. Overall, we enjoyed our stay and appreciated the service — hopefully, the hotel plans to update the lumpy pillows.

This is a long review, as it’s an actual case which was submitted to Hilton which went into a black hole. This was the worst customer experience I’ve ever had at a hotel and I lived in them for years as a traveling professional.On the afternoon of May 15 at approximately 2:00 PM, I overheard a couple walk into the Hampton Inn in Santa Fe, New Mexico and inquire about room availability. The front desk employee quoted them a rate, and they appeared surprised by the price. He explained that the hotel was nearly full, that rates had increased significantly since the morning, and suggested another nearby hotel if the rate was too expensive.The couple then mentioned that they had enjoyed staying at Hampton Inn properties in the past and were hoping to stay there. At that point, the employee offered them a discounted rate of approximately $189 if they were Hilton Honors members, and stated that he could enroll them if necessary to provide the lower rate.The couple asked whether the rate could be guaranteed and then left to compare other options nearby.After they left, I approached the front desk and politely asked whether a similar discounted rate could be applied to our stay, as we had extended our reservation earlier that morning at a substantially higher rate due to an unexpected emergency situation.The employee responded that he was simply trying to sell the final room in the hotel. I politely asked again whether any accommodation could be made given the circumstances. At that point, his tone became noticeably rude and dismissive. He stated that he “didn’t have to do anything” for us.Because of the abrupt change in attitude and the unprofessional manner in which I was being addressed, I asked for his name. His badge identified him as Jaime and indicated that he was the General Manager.When I stated that I intended to contact Hilton Corporate regarding the interaction, his behavior escalated further. He stated that any complaint would simply come back to him because he was the General Manager of the property, and told us that if we “didn’t like it,” we could “pack [our] **** and leave his hotel.”What makes this especially disappointing is that this was our fifth night staying at this property within the past month. Over the course of my professional career, I have spent thousands of nights in hotels and have never encountered this level of hostility and unprofessional conduct from any hotel employee, particularly someone serving in a management role.Employees who interact with guests in this manner are a liability to the Hilton brand. Conduct like this damages customer trust and loyalty, and in my case has already negatively affected my perception of the Hampton Inn brand despite many positive stays at Hampton Inn properties in the past.I understand that hotel pricing fluctuates based on occupancy and demand, and my complaint is not about room rates. My concern is entirely with the unprofessional, hostile, and inappropriate manner in which we were treated.I would appreciate Hilton Corporate reviewing this incident and responding appropriately.**********Hilton if you would like this review removed, please show that you’ve moved forward with Hilton Guest Assistance Case # 271786822 as I’ve never received a response… Apparently your manager was correct in that it’ll never go anywhere.