Is this hotel still a Hampton -- and further incompetence from Hilton "support"
Jan 4, 2019, 8:39 pm
#1
Moderator Hilton Honors, Travel News, West, The Suggestion Box, Smoking Lounge & DiningBuzz
Original Poster
Join Date: Jun 2000
Programs: Honors Diamond, Hertz Presidents Circle, National Exec Elite
Posts: 36,013
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.
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.
Jan 4, 2019, 10:08 pm
#3
Moderator Hilton Honors, Travel News, West, The Suggestion Box, Smoking Lounge & DiningBuzz
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Join Date: Jun 2000
Programs: Honors Diamond, Hertz Presidents Circle, National Exec Elite
Posts: 36,013
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.
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.
Jan 4, 2019, 10:48 pm
#4
Join Date: Nov 2007
Location: Colorado
Programs: UA Gold (.85 MM), HH Diamond, SPG Platinum (LT Gold), Hertz PC, National EE
Posts: 5,640
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.
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.
Last edited by COSPILOT; Jan 4, 2019 at 11:06 pm
Jan 4, 2019, 11:14 pm
#5
Join Date: Nov 2011
Location: Tucson, AZ
Programs: Hilton Diamond, AA Platinum, Marriott Gold
Posts: 100
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.
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.
Jan 5, 2019, 10:49 am
#6
Moderator Hilton Honors, Travel News, West, The Suggestion Box, Smoking Lounge & DiningBuzz
Original Poster
Join Date: Jun 2000
Programs: Honors Diamond, Hertz Presidents Circle, National Exec Elite
Posts: 36,013
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.
Wonder what happened. When I stayed there in September, they were in the midst of a renovation.
