Hampton Inn Monticello

This review is entirely about the outstanding Front Desk Manager, though sadly I forgot her name. We arrived to find out the pool was closed, and she proactively arranged a transfer to the sister hotel that had a pool, then canceled our stay without a penalty. The lobby was impeccably clean, and her professionalism made the hotel seem very organized and excellent. I'd book a future stay here.

UPDATE: Hotel management replied to the review but still hasn't answered my email. I expected better. As someone who stays at Hampton often, I count on the brand to be consistent and to honor its satisfaction guarantee. My recent visit to Monticello was disappointing. The breakfast was awful: diluted juice, stale food, warm yogurt, and lukewarm coffee with no creamers or sugar. There was no fresh fruit or healthy choice, just basic standards missed. Only one staff member was working, and they tried their best, but this looked like poor management. For an overpriced nightly rate, I expected more. When I brought up the problems, I was told, “No one else has complained.” I had to ask for the manager's contact details. Her response had the same dismissive tone, even though other guests had voiced complaints. Ignoring feedback and not following up damages trust. Hilton should take this seriously.

The Hampton Inn Monticello is finally finished, after construction began 12 years ago. The work started after the old movie theater in Monticello closed for good when it went bankrupt in the early 2010s, and I watched the building work as I passed by. Along with Resorts World Catskills, the hotel has brought tourists to see the serene Monticellonian forests. People come from around the country to book rooms for vacations, weddings, anniversaries, holiday gatherings, or tournaments. I think it's one of the best 3-star hotels in New York State.

The manager, Ricky, was rude and unprofessional. He sounded too annoyed to care about doing the job he was hired for. The woman who answers the phone also seemed comfortable lying to help him avoid calls he didn't want. I asked to speak with him about a conversation we'd had 15 minutes earlier, and she said he'd left work an hour ago. That's an interesting duo to have representing your hotel.