I was very much looking forward to my stay at this Hampton, when I received a phone call the morning of check-in advising my credit card had expired and they needed an updated card before 2:00 p.m. local time or my reservation would be cancelled. Fair enough. I returned the call at 11:00 a.m. local time, spoke to a young man and gave him my updated card, and he issued me a new confirmation number to my email. All set, or so I thought.
When i went to do the e-check in on the Hilton Honors app, it showed my reservation as both booked and cancelled. Confused, I rang the hotel and the gentleman who answered informed me indeed the reservation was cancelled because I didn't call back by the 2 p.m. deadline. Hold on I said, I did and here's my new confirmation number. He said when I called I apparently got linked to Hilton central reservations, which has nothing to do with this Hampton's reservations, and Hilton reservations doesn't communicate with their hotel.
It would have been very helpful on the recorded message when you ring 520-618-8000 if they had made it very clear you are NOT speaking to the Hampton Inn - however it said nothing of the sort, and the gentleman who I spoke to never advised he wasn't a staff member at this Hampton Inn.
What really agrevated me about this was the man who I spoke with at the Hampton front desk wasn't the least bit concerned and kept trying to rush me off the phone and transfer me back to Hilton central. "Sorry we're sold out and so are all the other Hamptons in Tucson tonight so you need to speak to Hilton reservations" he repeated several times as I tried to understand how this Hampton didn't communicate with it's parent company at all. Of course, when he transferred me all I got was a runaround - press 1 or 2 or 3 and figure out who to speak with, then when I did get a hold of someone they told me they couldn't help and I had to take the matter up with the hotel directly.
Not only was this a major fail on the part of Hampton Inn and Suites Tucson Mall, but their customer service needs to be a little more understanding and helpful, and the hotel needs to make it extremely clear when you call their local phone number that you may in fact not ever speak with anyone working at the hotel.
Unfortunately they've lost a good customer, a HH Gold member, and have summarily tarnished the Hampton Inn image and brand through this interaction and complete screw-up in the handling of this.
- Official Description (provided by the hotel):
- The Hampton Inn & Suites Tucson-Mall hotel is located just 12 miles north of downtown Tucson and just two miles from the popular shopping destinations of Foothills Mall and Tucson Mall. Our Tucson mall hotel is also only 5 miles northeast of La Encantada shops and restaurants. The Bisbee Mining & Historical Museum, the Old Tucson Movie Studio and the Pima Air & Space Museum are all a short drive away when considering things to do in Tucson, AZ. Beautiful Sabino Canyon and Saguaro National Monument are also just minutes away as are dozens of other fun and interesting Tucson hotspots. Stay at this Tucson hotel and enjoy true southern hospitality. Sleep deeply in a clean and fresh Hampton bed(R) and stay connected with free access to high-speed internet. Start each day right with Hampton's free hot breakfast or just grab a Hampton On the Run(R) Breakfast Bag to take away with you from Monday to Friday. Swim laps in the hotel's large outdoor pool or relax in the whirlpool spa, or work out in the fitness center with a range of cardio machines and weights. Stay on top of work in our fully-equipped business center, and host a meeting in this Tucson hotel's 836 sq. Ft. Of dedicated meeting space. ... more less
- Reservation Options:
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- Also Known As:
- Hampton Inn And Suites Tucson-Mall Hotel Tucson
- Hampton Inn Tucson
- Tucson Hampton Inn