Hampton Inn & Suites Las Cruces I-25

I arrived just after 2:30pm on Friday and was unable to check in until 3:35pm. When I arrived, 3 other groups were there waiting for rooms. One of them was a friend of mine who had been waiting for over 15 min before I arrived. When speaking to Bonnie, who represented herself as the hotel manager and general manager, she said I was "lying to her about how long I had waited because one of my rooms was checked in at 3:08pm". I had reserved two rooms and the room I was staying in was not available until 3:35pm because the rooms had not been turned over in time, approximately an hour after I arrived and YES, the hotel's general manager called me a liar. And YES, the hotel's general manager was more focused on how many minutes equals one hour to define my wait time versus the fact that her hotel could not honor the stated check in time, which made me late for two work-related appointments in had. The hotel's general manager did not make any apology for the hotel being unable to honor the check in time clearly stated on the hotel's website. She simply said they were very busy Friday. Apparently, all customers should accommodate poor service when Hampton Inn on I-25 in Las Cruces is doing well, sales-wise.

Bed was comfortable but room was dirty. Bed cover was dirty, pillow cover, side of bed was dirt restroom was dirty. Im not sure if we got a newly remodeled room or not. Room 208 there was tacks or staples coming through the carpet next to the transition carpet to tile. I was walking bear foot and started bleeding from the shrapnel object.

When checking in the front desk tried to scam me. I booked with price line and they were trying to tell me that priceline didn't pay enough. They Would not let me check in without paying more. I had to call priceline to get it straightened out. Surprise surprise when I checked out. There was a two hundred and fifty dollar charge on my bank account. Claiming that I smoked in the room. Supposedly, the manager Bonnie is the one that said, the room smelled like smoke. Of course, I tried to talk to bonnie but I was told she was at lunch. 15 calls and 3 days later. I finally got bonnie to answer the phone since she wasn't calling me back. She admitted she didn't even work that day. Seems a little fishy. I talked to both priceline in Hilton. They said there's nothing they can do. It's up to the manager bonnie. It cost me over four hundred dollars to stay in this rundown hotel. The breakfast was horrible. I don't care much for soggy omelets. The room had a large crack from one side to the other of these tubs around there were several cracked tiles in the bathroom floor. Homeless encampment around the hotel. I had to keep my shades shut. Because there was homeless people right outside of my window looking in. There's warning signs everywhere. Saying to lock your car. Or hide your valuables and the hotel is not responsible for breakin's. The hotel staff is very rude and will literally lie to you.

Like another reviewer that stayed here in November 2023 (for two nights), I am a Hilton Honors member who is compelled to write this review to make other potential guests aware. This hotel is clean, comfortable and well-located, but if you decide to stay here keep two things in mind: 1 - make sure to check to that the latch on your room door is in working order when you initially enter the room; and 2 - if you leave messages for management during your stay and immediately thereafter, do not expect them to reply.

Since I am a Hilton Honor Member it saddens me to write this review but feel people should be warned. I was moving from AZ to MI and stayed one night in the hotel. I went to my room and the digital key did not work so the guy at the front desk issued a key and he was very helpful and kind. It was late after 10 pm I went to my room and went right to sleep and got up in the am and left for my drive. I did not use anything in the room but the bed and restroom. I had breakfast and left. At this point I was happy with my stay the room was clean and the bed comfortable and people were polite but unfortunately that changed when I called the hotel to question an additional 250.00 charge to my credit card bill. The manager, Bonnie, I think was her name, was very rude and short and stated that the tv was broken. I stated that I hadn't noticed the screen being broken etc. and she stated that it was not the screen but rather when they turned on the tv there are lines going through and the tv did not work. I stated that the tv was not used during my stay or I would have notified them. She stated that since I was the last person that stayed in the room I was at fault and thus charged. I tried to escalate the issue and every complaint went back to her, and Hilton customer service stated that there was nothing they could do. I filed a complaint with my credit card company and because I agreed to the terms of having incidentals etc. charged to my card there was nothing the credit card could do although they tried. I have traveled for years with Hilton and have always enjoyed staying with them. I even stayed at other Hiltons during the time of the dispute in good faith (against my friends and family suggesting I shouldn't), not to hold it against other Hilton properties but was frustrated to see that I was still charged 250.00 for a one-night stay. I am telling my story and writing this review in hopes this warns others to be aware if you do stay there. This review is also to notify others this is happening and hopefully this will not happen again to someone else. I suggest that if they are going to charge people for things in the room, they supply a check list for guest so we know what to verify and can notify maintenance etc. if there is an issue so as not to be charged. This is a matter of principle for me and why I am sharing my review. I am an honest person with good character and if I had broken the tv in any way I would take full responsibility for the amount but because of the situation and the way I was treated was worthy of a review.

Not and 8.6 rated Hotel, in our opinon for a Hampton Inn & Suites by Hilton.. More like a 5.6.. After a great breakfast, we went out to the car and had to walk by (in the rock bed) Dog droppings. You would thing that the staff would have noticed and had it taken care of.. It was still there on the 7th day when we left!!! (Curb Appeal good, But should be Checked Daily).. The pillows were small and crunchy! The linen on the bed was not soft Like Hampton's usual, (soft and plush) bedding.. But rough and itchy (towels were the same). The office chair handles were about to fall off (Why)?? The carpet in the Suite and on the 3rd, and 4th, floors should be shampooed, not just vacumed!! (Granted; Half of the 4th floor is under Renovation) Breakfast is Great :) The Staff/Team here are Really Great, Friendly, People 🙂 Tks

The pictures on their website are fake. This hotel is so old that they are planning on remodeling it. Right now it it worn smelly carpet, old beds, cracked tile, broken ice machines, Old, old, old, tired. Bypass this one for a couple years until the pictures on their website look like the actual room.

Worse management the manager is a kid who has no knowledge of policies and couldn’t tell me the correct Hilton policy just kept saying it’s a privately owned hotel. Don’t waste your time here. My issue was that the shower handle did not work my tv did not work and no toiletries in room. I never asked for refunds as my company pays for my stay all I asked for was for things to get fixed. I waited and waited for someone to go to my room and no one went. They tried to tell me my reservation could not be canceled, I called Hilton and I called the hampton across town and they were nice and efficient, I transferred my stay to the other Hampton across town for better customer service and staff showed more interest in a customer.

Got charged for 2 nights I don't even know why. Confirmed reservation for 1 night got here at midnight and was out at 11AM. And they don't have conditioner in the shower. They even turned off the room keys at 10AM for some reason. But I'll get my refund in 5 days on my credit card.