Hampton Inn & Suites Las Vegas-Red Rock/Summerlin

It took until Tuesday to get the cancellation fee refunded, after a lot of effort and back-and-forth. I do appreciate that John, the assistant GM, eventually issued it, but the way I was treated along the way was awful. I booked online as an Honors member for a couple of days in Las Vegas with my kids, choosing a refundable option in case we couldn’t go. We couldn’t make the trip, and I thought I could cancel on the day of. I tried through the app the day before but couldn’t work it out, then called Saturday morning. The clerk couldn’t help. Customer service said I was past the cancellation window, but suggested the hotel might waive the fee if I called. The clerk then said she couldn’t waive it and implied she wouldn’t, and had no authority. When I asked for a manager, she said there wasn’t one. After more back-and-forth, I gave up. On Sunday, a man told me the manager’s name and abruptly hung up without offering help or even asking what I needed. On Monday I left the manager a voicemail and sent an email, but got no response. I called twice more and still got no help. The refund was what I’d wanted from the start. Arelia, mentioned in other reviews, was rude and shouldn’t work in hospitality. I can’t comment on the GM’s handling because she never returned my calls or email, which says enough to me. The assistant GM gave the refund but showed no understanding. It feels to me like this location cares about revenue and customer service has gone out the window. I also emailed the franchise owners and they ignored me. This experience means Marriott or another brand is more likely to get my future business. I wasn’t impressed with how anyone at Hilton treated me. I didn’t feel heard or understood, and being honest about an honest mistake as a human being seemed to mean nothing.

We spent two nights here, and the manager was helpful when the door handle on our original room was broken and the door wouldn’t open. They moved us straight to another room. It was fairly clean and the stay was pretty nice overall. My only complaint was the AC, which wouldn’t go below 66. On a humid October evening, the room never felt fully comfortable.

The room wasn’t clean, and the service was awful. We left our pack n play mattress behind and called to pick it up, but were told it was locked away and nobody could get it until the next morning. We’re not local and couldn’t just wait around, and they made no effort to help. There are plenty of other options, so don’t stay here.

Checking in with my family seemed to annoy the front desk agent. She was rude, dismissive, disrespectful, and not helpful at all. As a diamond member, I expected better. I won’t be coming back.