Review of Hampton Inn Las Vegas/North Speedway 2*

I had an absolute awful, terrifying experience at this hotel early Friday morning, 9/16/22. I am an honors member and use the Hilton app to check in prior to my arrival and with that use the mobile digital room key to navigate and open my room door and other doors throughout the hotel. I also want to note I travel very often for work, typically always stay at Hilton and this same hotel, and have never had an issue with this process or using the digital room key feature. I came back to the hotel Friday morning around 1:30am. I walked through the first set of double glass doors to find the second set of doors into the lobby were locked after 11pm for security reason (100% know and support this for safety). There’s a slot to insert your room key but since I use the digital key I opened my app to find that it wouldn’t register that I was at the front door trying to get in. There’s a sign and a black phone that instructs you to pick up and it immediately calls the front desk. I stood there and called the front desk to no response from any employee after I could hear the phone ringing very loudly myself through the locked double doors. I was knocking on the door, yelling through the crack, and doing anything to try to get inside. I call Hiltons 1-800 number and miraculously got ahold of someone after going through the automated prompt. I explained the situation, he looked up my reservation number, put me on hold and I could hear the hotel phone ring. It rang and rang and rang. We were getting nowhere at this point and I thought I would be spending the night in my car. Finally, after idk how long. 25-40 mins the worker walks out and let’s me inside. I immediately ask him where he has been as I was in panic mode, especially as a single female locked out at 2am by this point, in a strange city with only my ID, debit card, and cell phone. This employee who I will not name, would not answer me on where he was. Mind you the hotel phone is still ringing as I’m still on hold with the 1-800 number and I told the employee to answer as that was customer service trying to reach him. He responded that I was not his manager and he did not need to do anything in front of me. He then proceeded to have the audacity and ask “where is your room key? ” insinuating it’s negligence on my end that I was in this situation altogether. I responded I use the digital key and it was not working. Also, On the app it specifically mentions the digital key opens the front entrance. This employee began to walk away fromme, back into the room behind the front desk, where the lights were completely OFF. I again could not believe the lack of remorse or care he had for me as I was visibly shaken, and emotionally upset. He even went on to say that first I told him I waited 25 minutes then to later say I changed it to 40 minutes, “so what was it. ” I was in absolute shock. This employee left me traumatized by his lack of doing his job, had no remorse or even gave an apology, and was condescending. @HILTON, I spoke with a front desk agent the next morning who was already aware of what happened. She told me the GM came in at 9:30am and I could speak to him. When I checked out at 11am he was busy, and she assured me he would call me and confirmed my phone number. I never received a call and called him at 4pm yesterday and left a message to which I have yet to hear back. Kenny is the GM name. I am utterly disappointed that as a GM, he would not see the severity of the situation and call, especially when I was told by Natasha at the front desk that he was aware.