Decent room; bad service
Posted May 22, 2016 on Hotels
I made reservations online (Hotels.com) and prepaid for 2 rooms in advance. When I arrived to check in, I provided my name and confirmation number. The desk clerk said he had no record of my (non-refundable) reservation and offered criticism of booking online or through third party services. After 25 minutes, he said that rooms were available and checked me in so that I could go to my room and call Hotels.com to address the problem. The Hotels.com customer service rep. assured me my reservation was valid and called the desk clerk who then backtracked and said my reservation was good. Late that night (after flying in from VA and driving from Midland), my relative who arrived to check in to the 2nd room using the same confirmation number was also told (by a different desk clerk) there was no reservation. My relative eventually gave up, left, and found a room elsewhere.
The next morning, I went to the indoor pool to exercise and sit in the hot tub. The indoor pool was cold and only 4' deep, not even enough to tread water in. The hot tub had 10 jets and water only flowed from one, not even firm enough pressure to be consolidated a jet.
When I later learned of the reception my relative received, I could not locate a desk clerk in person or by phone to ask what happened. I also could not find a desk clerk later for check out. I'm very ticked off by this poor and costly experience.
Comment from Hotel Management
by Manager, Hotel Management
Thank you for reviewing the Hampton Inn San Angelo. I sincerely apologize for the problems you experienced during your stay. Our goal is to offer exceptional service to our guests, and we clearly did not accomplish that during your stay. Your feedback is appreciated and will be used to make improvements to our service. I hope you will give us another opportunity the next time you are in the area to provide the service you deserve.