Hampton Inn Santa Cruz

I have the Hilton app and digitally checked in before our arrival, and since 2:00pm, the app gave me a notification saying the room is ready and so is the digital key. Usually, in this case when I arrived at the hotel, I will go straight to the room if the digital key is available. But yesterday, 01/13, We arrived at around 6:45pm, for some odd reason I decided to stop at the front desk and asked if they need anything. Guess what! It turned out when the front desk asked me for the last name of the reservation, she told me someone checked in to the room in person already, have a car registered under my reservation AND already in the room. So if I didn’t stop at the front desk, I would open the room I originally picked and see someone else in it. This is ridiculous! Mind that is at 6:45 pm, so the front desk was calling the manager, and she called three times, no answer. So at about 7:00pm the manager called back and she had me to write down my card number on a new registration sheet and gave us a room. How much will I be charged for it? I have no idea. She said the manager will modify the reservation and charge the correct amount. Today 01/14at 8:45 am I went to the lobby and asked to speak to a manager. I guess he only goes in to work at between 9:00-10:00. We are here on a vacation trip so we have to hit the road, and the front desk told me that the manager will give me or my husband a call. Now is 8:42pm and we have yet receive a call from the manager. This can cause sooooo many issues. 1. SAFETY. We could walk in to a room with someone in the room, SURPRISE! 2. I reserved the room with a diamond member flex rate. So did the person paid with my rate and now I pay with theirs? 3. HOW can someone check in to my reservation with none of our ID? HOW? 4. Customers service, with an error like this, the manager did not try to solve this the same day? This is an experience that I didn’t expect to have in ANY hotel.

Clean facility and good location. Room was a bit tired, showed wear and crack in sink but all was clean. Pool was about the size of a large jacuzzi so I didn’t use it. Would definitely stay again, good pricing on the room. Very convenient.