Thomas Long -General Manager on 11/17/2011
I apologize for the delay in responding to this review but TripAdvisor just posted it today, one month after you submitted it.
In a letter that goes out to every guest at check-in after welcoming the guest to the hotel I write,
“You have been kind enough to choose our home while visiting the area and we are grateful. We have 3 main goals for your stay:
1. Extend exceptional and excellence service;
2. Provide you with outstanding accommodations;
3. Exceed each and every one of your
If at any time we do not meet any of the above mentioned goals, I want to hear from you. Your enjoyment and comfort at this hotel is of the utmost importance to me and our team members. Please do not hesitate to let us know in any area in which we have not met or exceeded your expectations.
My direct extension from your guest suite is 4-0-1. In the event I am away from my office, please contact our Front Office Manager, Sandra, by dialing 4-0-3. We are here to serve you.
Thank you for choosing the Hampton Inn and Suites Disneyland Area-Anaheim/Garden Grove. It is our honor to host your stay.
Thomas M. Long, General Manager”.
I truly mean every word that I state in that letter. I don’t know why this is the first of me hearing of this situation or why we don’t have any record of an incident at all and at this point it does not matter. As mentioned in the above excerpt for our welcome letter service, accommodation and exceeding guest expectations is what we strive for. We take every guest incident, issue or inquiry very seriously. While I did not know about this situation before, I do now know and we will be contacting you. You have given us enough information in this review to find you in the system and contact you. We will be contacting you shortly to get more details about this event and to see what we can do to resolve this situation for you and your family. Thank you for your feedback and we will talk to you soon.
James B on 09/07/2011
The hotel staff were very friendly and helpful. The rooms seemed to be a great value. However my kids kept complaining about mosquito bites. When we got home we found out all 3 of my kids were covered in bedbug bites.
I contacted customer service off their website, and heard nothing back after about a week. I then wrote them again, copied to Hilton Honors customer service, asking for a refund (as per their 100% satisfaction or money back policy) and verification that the room was fumigate
d. I told them 3 days or I would start filling in these reviews.
It's been another 4 days with no response. from either service department. I'm left thinking they just don't care.
THIS IS THE WORST SERVICE EVER! Not even an apology or any form of acknowledgement of having received my complaints.
Hampton really let me down.
Message from Management on 08/30/2010
The bed bug incident reported on this site has been handled. We had Orkin out at the property to inspect and treat the room as soon as the incident was reported. We take these types of matters very serious and do all we can to keep them from happening. This information was relayed to the guest.
midwest on 08/16/2010
I woke up at my usual CST and found bedbugs crawling all over the sheets and too numerous to count in my pillow that I was laying on.