I stayed at Hampton Inn & Suites Santa Monica for 2 nights in September 2025. My room was not cleaned during my stay—bedsheets were not replaced, trash was not emptied, and toilet paper was not replenished.
When I went to the front desk, Darlene handled the situation. She told me, “If you do not remove the disturb sign by 7 a.m. for service, the room won’t be cleaned. The housekeepers are all gone, so we cannot clean your room.”
When I asked why this was not explained at check-in, she said, “I gave you a piece of the paper and it is your responsibility to read it.”
Her tone was condescending and dismissive, and she made it clear she did not care about my complaint.
I have been a loyal Hampton guest for 10-15 years, and this was by far the worst service I have ever received. I cannot recommend this hotel.