Hampton Inn Mesa Verde/Cortez Co

Manager Unreasonable to deal with

2.0

I had a terrible experience at this property. The air conditioning unit in my room did not work at all, making the room so hot that it was completely impossible to sleep. I brought this major issue to the manager's attention, but he completely refused to refund my stay. Paying full price for a hotel room where you cannot sleep due to broken amenities—and then experiencing a total lack of customer service from management—is completely unacceptable. Avoid this location until they fix their property maintenance and their management approach.

nice location

10.0

Convenient location right off Highway 160 made it easy to find. Check-in was smooth and the young lady at the desk gave us a map with directions to Mesa Verde. Room had a mini fridge and microwave which was handy. Breakfast area got crowded around 8am but there were enough seats. We had a pleasant stay overall and would come back.

Not the best stay - loud AC units

4.0

I’ve stayed at numerous Hampton Inns over the years and am a loyal Hilton Honors Member. Our stay at the Hampton Inn Mesa Verde Cortez was disappointing and, in the end, we were not satisfied. Upon arrival, we noticed a pallet of AC units being unloaded at the front entry. That made me immediately concerned their existing units were likely aging and problematic. My concerns were proved correct. I checked in via the app and selected room 327 as it was on the top floor, further down the hall from elevator and on the back side of the building, expecting a quiet room. We arrived between 6-7pm on Friday 6/26 and since we prefer physical keys, I stopped at the front desk and received them efficiently from the helpful staff. We opened the door to the room and noticed the AC was not running (the unit wasn’t even turned on). Not the welcome you’d expect for guests traveling during the summer with 90+ degree heat. We tried to turn the AC on via the wall thermostat, however there was no read-out on the thermostat and it appeared to be non-functioning. We looked at the unit itself and were able to turn on there instead. If the thermostat was no longer the control mechanism for the AC, it would have been helpful to either remove the thermostat or include a label/note indicating how to control the unit. Regardless, the AC kicked on and started cooling the room immediately. HOWEVER, the noise and vibration on the floor in the room were beyond acceptable. We waited a few minutes to see if it was just a “start-up” type of concern, but unfortunately the loud noise and racket from the AC continued. The reverberation/vibration on the floor made it seem there was a semi-truck idling just outside the window. It was so loud. We called down to the front desk and the clerk advised maintenance could come, but would be replacing the entire unit and it would take 2 hours. This was surprising since nobody had even come to look at or hear the noise at that point yet. I asked about finding a different room, but she said they were sold out that night and didn’t have any other options. I pushed back because after a long travel day we were ready to get settled and rest. Luckily between her and a co-worker they found a different room type (2 queens instead of 1 king) and the man allowed me to view room 212, and listen to the AC in the room. I appreciated him showing me the room. The unit was different (it was controlled by the wall thermostat) and while it was quieter, still had an incessant whining noise. But it wasn’t vibrating like room 327, so we thought that room would be better for the 2-night stay. Ultimately, the whining was so loud I had to sleep with earplugs and a noise machine. There are a couple good aspects going for this property if things like loud AC units don’t bother you: Clean room and property overall Close proximity to Mesa Verde National Park Well supplied breakfast Most staff were quite helpful, expect for the encounter on Sat evening 6/27. The 2 folks working Friday night 6/26 did what they could given the circumstances; there is only so much they can do. I believe Hampton (and Hilton) guarantees your stay. On Saturday evening I approached the front desk to express my dissatisfaction ahead of our second night. While I was speaking, the clerk (I think her name was Alvia?) continued to work on her computer and not look directly at me. I stopped speaking and waited approximately 10 seconds before she finally looked up from her computer. I then again expressed my dis-satisfaction with the stay and asked her to please advise the manager. I also showed her the video of the whining unit in room 212, but it didn’t seem like she cared or was shocked by this. (The previous evening (check-in day) with a different lady I had showed the video of the AC vibration and noise from room 327, and that clerk had some empathy). I believe Alvia made a note in the system, but we received no contact from a manager. I also advised the clerk upon checking out on Sunday morning we were not satisfied with the stay. (This was the same clerk who helped us at check-in who was helpful.) I’m not sure if the manager was made aware of us not being satisfied with the stay despite advising two different clerks. I’ll be reaching out to Hilton corporate to share with them that we were not satisfied with our stay.

Great

10.0

Great breakfast options and super friendly staff!

Sub Par

4.0

Check in was quick, but not friendly at all. The desk was rarely manned that evening. The one small room window was one foot above a dirty roof of a one story attachment. The room itself was clean and appreciated the care the cleaner put into arranging the bathroom. There was a tile missing along the floor next to the tub which looked rusty and dirty. Maintenance issue. We left before breakfast, but they did have bags out for early checkouts which we appreciated. Over all not planning on staying again. The town was not too welcoming or pleasant looking.