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Is this hotel still a Hampton -- and further incompetence from Hilton "support"

Is this hotel still a Hampton -- and further incompetence from Hilton "support"

Old Jan 4, 19, 8:39 pm
  #1  
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Is this hotel still a Hampton -- and further incompetence from Hilton "support"

I have a reservation next month at the Hampton Inn, St. Louis (MO)/Sunset Hills.

All of a sudden, when I try to access the stay details in the iPhone app, I get an error message "This hotel cannot be found."

And the reservation is no longer showing in my account online.

So has it been de-flagged or is it some sort of casualty of Hilton's IT "up"grade that's now in its third month of misery?

I emailed the Diamond Desk asking if the hotel was still a Hampton. I get back a boilerplate response asking me to confirm my email address (which was the email address my email was sent from!!) and instructions for changing my password. Huh??

So, next, I tried online chat. This was equally helpful and the chat rep finally decided (made up?) that the reason she couldn't answer the question was because that Hampton Inn's website was currently down. Double huh??

Over 14 years of Diamond status, I have watched the email responses from the Diamond Desk get more and more unhelpful. (At least usually the phone reps are still knowledgeable). And the responses lately have me convinced that the Diamond Desk email responders (I laugh when they sign themselves a "Customer Service Specialist") are paid by how fast they dispose of an email by shooting out a random canned CRM response.
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Old Jan 4, 19, 9:57 pm
  #2  
 
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What did the hotel say when you called them directly and asked about the status of your reservation and if it was still a Hampton?
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Old Jan 4, 19, 10:08 pm
  #3  
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I wondered if this would be the first response

The internet was invented for people who despise the phone.

And it really ought to be a very simply question for a "Customer Service Specialist" to answer.
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Old Jan 4, 19, 10:48 pm
  #4  
 
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Lots of Hampton Inns show up when searching for Sunset Hills. What is the specific property name?

Edit: is it this one? 1580 S Kirkwood Rd, St. Louis, MO 63127

I tried calling them, they didn't answer and the call disconnected after multiple rings. I'd find a different hotel... Yes, I'm awake and bored this evening.
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Last edited by COSPILOT; Jan 4, 19 at 11:06 pm
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Old Jan 4, 19, 11:14 pm
  #5  
 
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Definitely NOT a Hampton anymore. Now called the "Hilltop Hotel".

Looks like they Photoshopped out anything Hampton/Hilton related from their pictures:
https://www.hotels.com/ho173862/hill...es-of-america/

Typically reservations are passed onto a new owner. Who knows if that happened or not.
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Old Jan 5, 19, 10:49 am
  #6  
Moderator Hilton Honors, Travel News, West, The Suggestion Box, Smoking Lounge & DiningBuzz
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The Hampton Inn Twitter folks were able to quickly assist me and confirmed that the hotel was deflagged on December 19.

Wonder what happened. When I stayed there in September, they were in the midst of a renovation.
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