Beware! Guests Will Be Treated As Criminals... It's Our Policy!
ROSEVILLE, CALIFORNIA -- I write this letter with a completely different outlook on Hilton Hotels due to my most recent experience at what should have been a quick 2 night stay at a Hampton Inn & Suites in Roseville, CA. My fiance and I were headed to Roseville on a little getaway where we planned to visit family for 2 days and then proceed to Tahoe to enjoy the Sierras. We made an online reservation through Travelocity for 2 nights, 1 king size bed, no smoking for a rate of $104/night for 3/12 through 3/14. Upon check-in everything seemed to be somewhat normal.... I came in and a man by the name [snip] assisted me. He asked me for my last name and a credit card for incidentals. I responded with my last name and asked if he needed the reservation number. He told me that it wasn't necessary and I then handed him my fiance's credit card, the same card in which we had made the online reservation with, he swiped the card handed me my room keys and briefly explained where my room was..... I told him thank you and went back out to the car to grab our luggage, and my fiance and I proceeded to our room. Having been in the car for nearly 2.5 hrs I felt the need to take a shower. As I got out of the shower my fiance informed me that a lady called from the front desk and said we might want to call Travelocity. I picked up the phone and dialed the front desk and the young lady informed me that Travelocity had phoned the Hotel, apparently because they weren't able to reach our cell numbers, and requested we give them a call. She gave me the number and we hung up the phone. Not knowing what was about to transpire....
I didn't feel that a phone call to Travelocity was an urgent matter, after all we were already checked in. Being newly engaged we did what every couple does upon first entry to the room. To make a long story short without all details, there was 1 missed call in our room, followed by a thunder of pounding on the front door accompanied with shouts of "ROSEVILLE P.D. OPEN THE DOOR" My fiance became petrified and ran to the bathroom. I went to open the front door to the room, and was immediately met by 2 officers who sternly requested I step out into the hallway. Half dressed I acknowledged their request and stepped into the hallway. For the next 30 minutes I was interrogated about who I was, where was my I.D., whom I was staying with, how I paid for the room, where I was from, etc... etc... I then had to furnish proof of not only my identity, but my fiances as well. We were then told that there was suspicion that we were some sort of credit card thieves who had booked the room with a stolen credit card. Fortunately enough I kept my online reservation print out and was able to finally turn the officers away after showing them the paper. This whole thing took place in the hallway where other guests walked back-n-forth as they watched the officers completely humiliate and intimidate, myself, a half-dressed man who has never once had legal troubles of any kind through his entire life.
After this subsided I quickly took the elevator down to the lobby to speak to Mgmt. about what had just happened. To my surprise..... Not only did the same arrogant kid, Devin K***e, show a total lack of sympathy for the obvious poor Mgmt. decision he had made by calling the Police, but he made it clear to me that " Not only is that Our Policy.... You don't like we can ask you to leave!" WOW!!!! Is all I could say to his quick response that wreaked of a person that clearly had no meaning of what customer service was about, but definitely had no business being in Hotel Mgmt. Moral of the story...... STAY AWAY FROM THE HAMPTONS INN & SUITES, unless your alright with criminal treatment, at higher room rates than your reservation, topped off with a staff that really wishes you just hadn't stayed at their hotel.