Hampton Inn & Suites Seal Beach

I made a mistake with my reservation and tried to fix it right after checking in. I used the Hilton app and called the front desk, then phoned the hotel the next day. They told me that because I had digitally checked in, there was nothing they could do about reimbursing me. I don’t believe that’s true, since other Hilton hotels have reimbursed me for various things to maintain a good client relationship. They can keep the money, but I want people to know the kind of poor customer service to expect.

Marcus at the front desk handled a problem with my dog barking in the room while we were at dinner really pleasantly and professionally. He called us, stayed calm, and said he’d let us know if it got worse, so we could finish dinner without worrying. We stayed for the weekend of 11/21, and the free breakfast was a big plus. Thanks, Marcus.

The room was very cold because its heater was broken, and I couldn’t sleep. I had to contact corporate for help, and thankfully they were able to add some points back to my honors account. The general manager has never returned my calls. I only called during normal business hours, Monday to Friday between 9am-5pm. Her staff said she was in a meeting each time. She never answers her phone, and her voicemail still mentions her December days off. Does she even work? How is she running a hotel where some rooms have no heat?

The beds were comfortable, and breakfast was the best I’ve had at a Hampton Inn. The linens and bathroom towels could use an update. Otherwise, a decent place.