Hampton Inn & Suites Gallup - Gallup, New Mexico

Mrs L. H.

We stayed here overnight twice during a road trip. Yes, they are under construction, but the room was immaculate. They had a yummy (slightly abbreviated) breakfast available in the morning along with a “to go” breakfast of snacks, fruit, and water packed in a paper bag. The staff here is outstanding; friendly, knowledgeable, and HAPPY! Front desk called us before we arrived to let us know what services were not available during the remodel and to confirm we were still interested in staying there—thank you! All in all, aside from some dust and boxes, we had a great experience.

Maide K.

DO NOT MAKE A RESERVATION IN ADVANCE. THE LOCATION IS VERY DANGEROUS AND HOTEL IS UNDER RENOVATION ALSO HAS VERY MANAGMENT.

We faced this situation because we did not see the e-mail sent about the renovation two hours before the hotel check-in time. When we went to the hotel, the strange appearance of the entrance part and the messy, dirty and terrible appearance of the lobby made me feel like I was in a horror movie. As if all this terrible image was not enough, the fact that receptionist and the manager worked without any vision or mission made the situation even more terrible. I wish their priority was to clean the lobby, maintain the order of this place, or at least close the working areas to get a more orderly and clean appearance. It's not much different from a garbage dump. I don't think it is a very safe place due to location. On top of that, encountering a hotel like this and the behavior of the employees and managers makes you feel even more insecure in a place you don't know. I wanted to cancel our reservation because we did not feel safe and we were faced with a serious management problem, but before that, we had to find another hotel where we could stay that night. There was no internet in the lobby and entrance of the hotel and we could not do the necessary research. We asked the receptionist to cancel the existing reservation by making a reservation at another Hilton hotel. She canceled our existing reservation without informing us that she could not make a reservation and did not even get our approval while doing so. The behavior she did without knowing that we could not find a place in another hotel put us in a very difficult situation and this behavior was unacceptable. Apart from your salary, I recommend that you work by adopting the mission and vision of the hotel and receive training in guest relations. If this was done in another hotel, I could accept it, but it is unacceptable that it belongs to the Hilton group and provides service under its standards. How does it comply with health standards to say that hotel can continue to provide breakfast service in a dirty and messy environment? How can there be no luggage cart in a hotel serving under the Hilton standard? Why are guests who have made a reservation not informed within an acceptable time frame? Why can an existing reservation be canceled without approval? And why doesn't a manager bother to fix all this and instead talk to the guests in a judgmental way, telling them not to stay if you don't like the hotel?

Hotel service is not like buying something from the store, it is better if you know this distinction. People make travel plans and come to a place they have never known and stay there. You cannot send an e-mail to a guest who is driving a car or have flight two hours in advance and say that we have informed you, and you cannot cancel it at your own discretion.

Gregory P.

It was just a one night stay while travelling through and we didn't need anything fancy (and we didn't get it either). We'd stayed here before and it was fine, but this visit didn't live up to usual Hampton Inn standards. Several floors were being renovated while we were there. The parking lot was crowded with construction supplies, equipment, and contractor vehicles. At first we thought that the place was closed. The elevator wasn't working properly, so we carried our bags up the stairs. Someone had left the heat wide open in our room and it was really hot when we arrived. The heater/cooling unit was very noisy. Hopefully, they'll get the renovations done soon and get this place up to standard. The location is very convenient for travelers, so it would be great to get it back to normal.

Jamie M.

They let us know ahead of time the hotel was under renovations, and that was fine. The room was in fairly rough shape however, especially the tub. My complaint however, primarily lies with the fact that I when I checked out I was told I would be emailed a receipt but was not. I called to ask for it to be sent to me and was told I no showed. I assured the staff I spent the night, but they did not believe me for some reason and hung up abruptly after confirming my email. Shortly after I did receive the receipt for a no show.

Steve S.

I can't really comment much on the hotel. Reservation system just mentioned that they were "undergoing reservations" but they meant no hot breakfast, no pool, no amenities, and no discount either! The gal at the front desk emphasized that part. So we went somewhere else

Dallas A.

Pool, fitness center, breakfast room, lobby, bathrooms all under construction. Renovated rooms have cheap furnishings and poor workmanship. Access to local tv networks denied with claim front desk working on it, not. Garbage strewn in hallways. TV blacked out every few minutes. Desk clerk did not show up for work and fill in had no access to computer so no receipt on checkout. Manager avoids customers by working M-Th, 11-4.

Roger B.

The worst run hotel in this chain. I usually stay in Hampton Inn for business because they are clean and well taken care of. This location was under renovation. The renovations were dirty and inconvenient, but the biggest issue is the staff or lack there of. Came downstairs in the morning the elevator floor covered in vomit told the girl Sabrina at the front desk. She acknowledged it, but did nothing about it as two hours later before was still covered in vomit. I would avoid this location at all cost.

Patti B.

I have not stayed here for a few years, and it has gone straight downhill. The front doors did not work, you had to shove them to open or kick them. The night staff were very rude, and day staff were not even seen. The breakfast area definitely needs attention as the seats are torn and dirty. The elevator and carpeting are disgusting. They had one luggage cart that never showed up until the following morning.