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          Business Profile

          Hotels

          Hampton Inn & Suites Las Cruces I-10

          This business is NOT BBB Accredited.

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          Complaints

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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          Complaint Status
          Complaint Type

          • Initial Complaint

            11/13/2023

            Complaint Type:
            Service or Repair Issues
            Status:
            Answered
            Stayed at the Hampton Inn & Suites Las Cruces I 10 in a King Suite on November3-4, 2023. While going thru the closet to find some sheets for the trundle bed (which there were none) we found a used meth/ crack pipe. Management came up and put gloves on and removed the pipe. Told us not to touch anything and to leave the room. There was also an empty Dr Pepper case and another dirty food bag in the room. They changed our room and we went down the hall. In the next room we had no towels and there was feces in the toilet. Management was also told about this. After a long day of driving a hot shower would have felt nice but the water was barely warm. No compensation was offered or given.

            Business response

            11/22/2023

            The AGM and FOM were on duty when this incident happen. As per Hilton 100% Happy Guarantee policy for accommodation , we immediately handle the situation within 17 mins from you checking in. We instructed you and your family to not touch anything, in order for us to enter the room and investigate, while switching you rooms at the same time. Later in the day you came down stairs to tell my FOM who was working the desk at the time that the toilet did not seem clean, He offered to change you rooms right away. Again this is within the Hilton 100% Happy Guarantee policy but you declined the offer and slept in the room. Considering how quickly the matter was resolved and how you declined to move rooms the second time, there will be no refund or any compensation given.  

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          BBB Rating & Accreditation

          A-

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          Contact Information

          1641 Hickory Loop

          Las Cruces, NM 88005

          Visit Website
          (575) 541-8777

          Customer Complaints Summary

          1 total complaints in the last 3 years.

          0 complaints closed in the last 12 months.

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