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Hampton Inn & Suites

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43 Reviews & Complaints
www.hamptoninn.com

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$250.00 Fine Charged to My Debit Card
Posted by Sharon6425 on 07/30/2013
WEST POINT, TENNESSEE -- Don't ever check into a hotel that does not take time to tell you any rules or regulations, especially something important that may be put on your card and then you have to go through a dispute process to find out why and try to reclaim your money. Worst hotel stay I have ever experienced in my life and I am in my 60's. No full explanation, max you can be charged I was.

Why have someone at the desk late at night if they don't tell you any information, or even worse give you the wrong information. No one word about a non-smoking installation, who knew I never stayed there before. Charged $250.00 to get this f( flip the room) which consisted of cleaning all bed linen, excuse me but was I sleeping on dirty linen??all they had to do was explain things to me.

If I break a rule, punish me, don't take every last cent I have. Why the max amount, the room did not smell. One cigarette was lit by my roommate and immediately put out. It was not on purpose, at the time the executive housekeeper was in the room.

Sorry it was a mistake, don't break me. Hampton inn suites have a whole lot more money than I do. I need help

     
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Posted by Weedwhacked on 2013-07-30:
Have your roommate pay for it. The rule was indeed broken by him/her.
Posted by FoDaddy19 on 2013-07-30:
The rule to thumb these days is that unless you are told otherwise, hotel rooms, especially chain hotel/motels are non-smoking by default. It's something that it's assumed you know.
Posted by ok4now on 2013-07-31:
Had you used a Credit Card instead of a Debit Card you could have disputed the charge.
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We Insist on the Manager Resolving This!
Posted by M2260 on 07/10/2013
ROCKWALL, TEXAS -- We stayed 3 nights and checked out on July 1, 2013. The Hampton retained 60.00 deposit for 72 hrs. after. As of today, July 10, 2013 we have not received the credit back into our debit account nor has the general manager returned my phone call. I have called 3 times. I insist this manager return my call and resolve this matter. We had a nice stay at this hotel and will be back in the Rockwall, TX area many times in the future. I do not want this issue to prevent us from booking here again!
     
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Posted by CU on 2013-07-11:
Debit charge reversdals take considerably longer than credit card reversals. They process through a completely different system, and 3 days is not a bit unusual. This is something you need to be aware of if you use a debit card for making a deposit.
It is likely that the hotel did their part within a day, and it is just making its way through the system.
Posted by FoDaddy19 on 2013-07-11:
CU is correct. When dealing with an indeterminate total price (like using your debit card at the gas pump), the bank will put a hold X amount of money until the total price is known, and which point the hold will be released. Unfortunately this can take some time.

This is why it's a better choice to use a credit card rather than a debit card when dealing with hotels and car rental places.

It's probable that you issue lies with the bank and not the hotel.
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Thief in Housekeeping
Posted by Southern Gentleman on 04/20/2013
FT LAUDERDALE, FLORIDA -- My wife and I went on a cruise out of Ft Lauderdale in March. We stayed at The Hampton Inn at 2301 SW 12th Avenue for one night. The following morning we took the shuttle to the cruise terminal. When we got on board the cruise ship my wife began to unpack. She discovered that she had left a small plastic bag in the room containing all of her earrings. As we had been preparing to leave the hotel room she decided to change the earrings that she was wearing. Somehow in the hustle and bustle of getting ready to leave, she left the bag in the room.

I immediately called the hotel from the ship and asked to speak with the manager. The person who answered the phone informed me that he was busy and asked what she could do for me. I explained what had happened and asked if the bag containing my wife's earrings had been turned in by the housekeeping staff (one can hope, can't he?). She put me on hold to check and when she came back she said that nothing had been turned in. She also told me that she had spoken with the General Manager and he said he did not have time to talk with me. She said they would check with housekeeping and that I should check back with them when we returned from the cruise. We did that but as I expected, nothing was found.

That bag contained at least 20 pairs of earrings, some costing over $500.00.

There is definitely a thief working in housekeeping at that hotel and I believe the General Manager could have gotten to the truth if he had been interested.

Yes, I know. My wife created this problem by leaving the jewelry in the room but don't we have a right to expect honesty from people who operate the hotels that we pay our money to?

I know this---I will never again stay at a Hampton Inn.
     
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Posted by ok4now on 2013-04-20:
I hope that you didn't leave housekeeping a tip. The manager knows exactly who cleaned the room and who the thief is. I'm sure this has previously happened. It sounds like the manager is either covering for the thief or hoping you won't pursue this. Immediately contact Hampton Corporate and the local police dept and report it. Don't let them blow you off saying that there were no witnesses to the theft. Only a select few people have a key so this shouldn't be difficult to track down.
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Satisfaction Guarantee is a FRAUD
Posted by Johnspag2063 on 09/16/2011
I stayed at THE HAMPTON INNS in Mt. Laurel, NJ. When I arrived (After Midnight) I specifically asked about Internet; I had something crucial to take care of. Was told "No Problem".. Could not connect no matter what I tried. Called the Lobby; was told what to try, but no luck. Then I went to the Lobby to use the (only) so-called business center unit. Someone was using it, so I returned to my room. I went back down an hour later; same person using it. Called the desk 30 minutes later; same person using it. I asked if they could ask for some courtesy; was told "Can't do that". Finally gave up and went to take a shower. Tub area was grimy, soap left on tub from previous guest. The I used the toilet; it would not stop running after flushing. Finally went to bed at 3AM; got up at 6:30.
On check out I told them I was dissatisfied and held them to their "satisfaction Guaranteed" provision. When I told him the toilet kept running, he got annoyed and chastised me for not calling them to fix it. I told him I didn't need someone in my room at 3:00 am; and that I needed a few hours sleep! Complained about the internet; he said nothing, but agreed to comp the room.
BUT HE DIDN'T COMP IT!!! Charged my credit card, and NO ONE from the property would call me back.

NO ONE at CORPORATE would return my calls or emails either. THE SATISFACTION GUARANTEED PLEDGE IS A FRAUD - DON;T FALL FOR IT!!!!

     
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Posted by bored_housewife54 on 2011-09-17:
I used to work at a boutique resort in a popular wine growing area of Australia. We occasionally had guests with complaints & if you want to keep your customers you deal with it to the best of your ability!

In your case, due to the lateness of the hour, we wouldn't have sent someone to your room to assist with your Internet connection (there would only be one person on at that time) but you would have been invited to use one of our office PCs. As for the running toilet, as you didn't tell anyone they couldn't have fixed it but you shouldn't have been admonished for this!

On check out, even though we don't have a specific "satisfaction guarantee" you would have been offered our sincerest apologies & your choice of your night free of charge OR, a voucher to come & stay at another time (usually valued at much more than what you would be comped for your o e night of dissatisfaction).

I liked that about where I used to work. We were there to try to ensure every guest had a pleasant stay & it was up to our individual discretion to decide how to have a guest leave happy if they had a complaint (obviously no sexual favors were traded, it wasn't THAT kind of establishment!)...
Posted by trmn8r on 2011-09-17:
Sexual favors would be a satisfaction guarantee I would be interested in, bored_housewife.

The OP's bottom line seems to be the satisfaction guarantee was not offered. I don't know what the details of the guarantee are, but from what I read elsewhere it has been easily satisfied in some cases. The lack of a call back from the corporate seems inappropriate.

I am most curious about the manager's commitment to comp the room - I would expect a receipt should have been given to the OP with a notation that the room was comped. It isn't like a restaurant, where they do not have your credit card on file and you just walk out if the meal is comped.
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Unnecessary charges
Posted by Virginia.ware5 on 07/11/2011
Several weeks ago (June 3-5, 2011) my organization (from - Freeport, IL) took some adult students on a field trip to Kansas City, Kansas. We stayed at the Hampton Inn in Olathe, Kansas. Since we had gone through a touring company, I believed that the reservations would be the same as we requested. When we got to the hotel, the desk people were not accommodating because we needed extra beds in the room and they told us that it was against the law to put rollaway beds in the rooms. After seeing the rooms we understood that reasoning. After figuring the situation out ourselves, we still encountered a very unhospitable desk clerk who seemed offended when asking her questions.

Some of the students are smokers and since they didn't see anything posted in the hotel; neither on the door, at check-in; nor signs in the room; these students assumed it was alright to smoke. After being alerted by the desk personnel, the students quit smoking and were told by the desk personnel "no to worry" because they would not be charge. As the leader of the group, one would assume that we would have been informed of this infraction so we could make sure it did not happen again. Our bus driver who was staying in the hotel with us was reprimanded about where he parked the bus and was "rudely" informed that he should move the bus (one block away from the hotel).

Our overall stay at the Hampton Inn turned out to be very unpleasant and we were ultimately charged $150.00 = $450. for three rooms that students had smoked in and $10 for each pillow the students took - (which we didn't know were missing)and have no problem paying for replacement pillows. The Hampton Inn contacted the tour company who made the reservation for us rather than contacting us - even though during check in they got our names and addresses. MY issue is; why someone didn't contact us to let us know what the smoking policy was and alert us that these adults were violating the rules. Hotel personnel seemed unhappy with our group (30) being there so it was probably a (serves them right) kind of attitude. Why didn't the desk personnel say there was "no smoking" in the hotel during check-in, we were from out of state.

I am unhappy with my experience at the Hampton and although I have the experience of staying in other properties I believe I can fairly say that THIS experience has left a very bitter taste in my mouth and the 29 other adults.
     
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Posted by Churro on 2011-07-11:
Since this hotel has smoking rooms you'd think the rooms would be clearly marked. It's been my nose's experience though that today's smoking room is tomorrow's non-smoking room depending on demand. Hampton used to offer 100% satisfaction guarantee. I don't know if they still do but you might want to check into it. Also voice your complaint to Hilton Corp. Ya never know.

It's a shame these days what passes for a frontline worker. People who have absolutely no business dealing with the public such as these Hampton goons.

Excellent Review!
Posted by trmn8r on 2011-07-11:
I find it very odd that there was not some conspicuous notice that these rooms were non-smoking.

You stressed the fact that these are adults, which to me means they should be more vigilant about reading notices and such. It there were no such warnings, I can't imagine how anyone (adult or child) is to know what not to do.

I can see how a bus can be an issue at some establishments, but on the other hand, does a bus take up 30 parking places? My guess would be that when travelling by bus, coordinating bus parking with the establishment prior to the stay would be prudent.

It sounds like overall, the fact there was a third party involved created some issues. Sorry you had a bad stay.
Posted by MauiAl49 on 2011-07-11:
With the way that smokers are treated overall these days, I find it easier to just ask if smoking is allowed when I don't see any signs.
Posted by Starlord on 2011-07-11:
Posted by PepperElf on 2011-07-11:
maui - yeah but that actually makes sense.
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Protect your Credit Card
Posted by Principle Dad on 05/17/2011
NEWPORT NEWS, VIRGINIA -- This hotel places a pending charge againts your credit card even when they are told no and you do not give them authorization to do so. I reserved and paid for my room online with my credit card weeks before my stay with a prepay non refundable status. I verified my card had been chagred properly weeks before my arrival. When I checked in at this hotel. I was told I needed to give them a credit card for incidentals. I told the desk clerk I had pre-paid and would not be using any incidentals so I did not need to give them my card for incidentals. When I got home I found a pending charge of $50.00 against my account anyway. I do not take lightly people placing charges against my credit card without permision. I called the hotel only to be sent to the manager's voicemail. I left a message and called back again and again to discover no answer at the hotel. I finally used a second cell phone to get the hotel to answer my call. I asked who was in charge to be told there was no manager at the hotel to help. I asked for the distric manager to be told they did not know that information. When I pushed further I was finally told the Distic manager's name and number. I called only to go to yet another voicemail. I called the Hampton Inn complaint line only to be told by Dena the represenative she could not help only the hotel could release the charge. I asked to speak to a supervisor only to be told there was not one on duty. I pushed to speak to a supervisor and majicly there WAS one on duty and available to speak???? Again I was told by Randy the supervisor there was nothing they could do. BE AWARE THIS HOTEL USES YOUR CREDIT CARD EVEN WHEN YOU DO NOT GIVE THEM PERMISION. You would think the use of a customer's money for two extra weeks when the charges are prepaid online which by the way is non- refundable would be enough compensation when you tell them you will not be using incidentals and do not give them your card. They obviously get the creit card number off the online transaction and place pending chagres against it anyway. I know it is a small amount of money but that is not the principle for which I am angry. I do not take kindly to anyone charging my card without my permision. I will not be staying at this hotel again. If I find out this is standard procedure I will not be staying at any Hampton Inn again.
     
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Posted by Alain on 2011-05-17:
I hope you disputed the charge with your credit card company.
Posted by tnchuck100 on 2011-05-17:
All hotels do this. It is not actually charged. It is only a hold against your credit limit. This authorization hold usually remains for about 21 days.

Years ago a hotel I was using weekly (M-F) would place a $300 hold on my card every time I checked in. That resulted in $900 of my credit being unavailable most of the time. There is not much you can do about it except make sure no unauthorized charges are actually posted to the account.
Posted by Ben There on 2011-05-17:
Most hotels will either put a hold on your credit card or require a cash deposit. Just because someone might promise that they they will not make phone calls, eat from the minibar or steal all towels does not mean they won't actually do it anyway. The cash deposit or credit card hold is to make sure the customer has enough money to cover at least some of those costs.

Where the hotel went wrong in this case was telling you they were not doing it but did it anyway. When the OP refused to use the credit card for deposit they should have asked him for cash.
Posted by trmn8r on 2011-05-17:
It wasn't charged. It's an authorization.

Hotels can't trust people not to use incidentals, which is why they do this. When told by you that you didn't want them to do so, they should have made it clear that they had to do so, or get other collateral from you.

None of these things that go on "behind the scenes" bother me as a credit card holder, but I don't operate anywhere near my limit. Credit cards are very convenient and allow us to keep our cash in our pockets. If you had to give them $50 cash, you wouldn't have had the use if it until you left.
Posted by oldisgood on 2011-05-17:
I agree with trmn8r. The $50 was only pending, not a charge. Unless you were very close to your charge card limit, this should not have been a problem. All hotels do this. Just because you say you won't charge anything or use the phone or minifrig, doesn't mean you won't.
Posted by olie on 2011-05-17:
A possible solution: Buy a pre-loaded card for just over the cost of the room.
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Hampton Inn Danbury, CT
Posted by Criszilla on 02/03/2011
DANBURY, CONNECTICUT -- I prepaid for a reservation online with Hampton Inn in Danbury CT on January 27th 2011.

Below is the address:

Hampton Inn Danbury
81 Newton Road
Danbury, CT
United States, 06810
Tel: 1 203-748-6677
Fax: 1 203-744-0891

On January 31st, 2011, after looking at the weather and storm reports, I called the Hampton's toll free customer service number and spoke to Luis who told me that the hotel would issue refunds for reservations if they needed to be canceled due to weather-related issues. I decided to wait one more day before making a decision but when February 1st came along and the weather conditions were not improving, I decided to cancel my reservation. I called the Hampton Inn's designated prepaid reservation line: 800-236-7113 and spoke to an agent who said they were in fact issuing refunds due to the weather but that I would need to call back the next day (24 hours prior to my reservation date) since my check in date was not until February 3rd. She also stated that the weather was so bad that THEY would be closing in 1 hour and that SHE was personally suffering due to current weather conditions as her father who has cancer would have to be airlifted to the hospital because the roads were closed! I thanked her and told her I would call back as she advised on Feb 2nd. When I called on Feb 2nd, I was met with a recording that their offices were CLOSED because of the weather. So I called back today, Feb 3rd, and was told that they were no longer willing to refund my money! I was kept on hold, hung up on, and treated very insolently. Even though they acknowledged all prior conversations with prior customer service agents, they refused my request for a refund. The last agent I spoke to was Crystal Pate who refused to let me speak to a manager she called "Moe." I told her I would be contacting my bank to dispute this charge. The amount was for $336.90.

Fortunately, I was able to report this to my bank, Wells Fargo, and get the refund that was owed to me.

Shame on Hampton Inn for preferring to put families at risk than to honor their own refund policies!!!
     
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The worst customer service
Posted by Not usually one to complain on 01/06/2011
PARSIPPANY, NEW JERSEY -- My wife and I booked a room for Sunday January 2, 2011 night through hotels.com. Full disclosure - the information we received when we booked the hotel stated they have a 24 hour cancellation policy. Saturday January 1, 2011 night was terrible for our family as my kids were sick and vomiting all night long and consequently we could not make our trip. We called hotels.com early in the morning and they stated that they had no problem providing the refund under the circumstances however they needed the approval of the GM of the property. The GM, Mr. Michael Williams, was contacted and he would not approve the refund because we did not cancel within 24 hours. We explained to the hotel that we could not have possibly foreseen the Saturday night events and that we still wanted to stay at the hotel at a later date however they will still not approve the refund. In fact, in my opinion, the hotel staff seemed uncaring and unhelpful and couldn't care less about our circumstance.

The Guest Services toll free number was of no help and their staff seemed just as uncaring. After my third call to the Guest Services number I finally reached someone who seemed to care however she was unable to help me. I called the hotel again on January 3rd to speak to Mr. Williams but unfortunately he was not in. Instead I was put through to the manager on duty by the name of Binny. After him not being able to help me satisfy my issue, and once again a Parsippany North staff member who seemed to care less, he proceeded to use profanity and go off on a F-bomb tirade towards me. Obviously I was shocked. Once Mr. Williams heard of this conversation, his reply was not of apology or even concern. He blamed me as Binny had obviously lied about the conversation in order to make himself look better. Regardless, a hotel manager telling me to "F-off" and "Go F yourself". Are you kidding me?

I have been met with nothing but poor customer service at almost every turn from the Parsippany North NJ hotel itself to almost every person that I have talked to in Guest Services at the Hampton Inn/Hilton. I even had someone I know personally call anonymously to the hotel to ask a question that I thought might help me and the Parsippany North staff member who answered the phone was also rude to them. I have no idea what is going on there but I strongly suggest that you stay away from this hotel. I can only imagine if I would have stayed there and I had a problem in the middle of the night with one of my kids. It sounds like if I would have had to ask for hotel help, I would have been greeted with a resounding NO and a WE DON'T CARE.

     
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Posted by Anonymous on 2011-01-06:
If you knew the cancellation policy, then why do you think the rules don't apply for you? Anyone can call in and say 'hey my family is sick we cant make it". thats why the rules are in place. Thats also why there is insurance.
Posted by jktshff1 on 2011-01-06:
Next time book direct. Probably would have turned out better. Goes to show ya the 3rd parties ain't worth the time. They helped a lot didn't they?
Posted by msnanny on 2011-01-06:
Why is it poor customer service just because they will not break their policy for you? 24 hours notice was required for cancellation. You did not provide that, you do not deserve a refund.
Posted by momsey on 2011-01-06:
Definitely, the profanity is completely uncalled for. But you knew the cancellation policy. You didn't meet it. You did your best to get an exception, but the exception wasn't granted. That's the bottom line.
Posted by Anonymous on 2011-01-06:
momsey, i have a feeling we're not hearing the whole story regarding the profanity.
Posted by trmn8r on 2011-01-06:
You were asking for a favor as you called the same day to cancel, and there is a 24 hour cancellation policy. The only reason I can think the hotel would make an exception is if they believed your excuse. Think about it - anyone could call and say "our whole family is sick, may we cancel without penalty?"

What you haven't stated is what the conversation was prior to off-color language being used. Did they just start swearing at you after you asked for a refund? That doesn't make sense.
Posted by momsey on 2011-01-06:
Very true, Prince.
Posted by unhappy999 on 2011-01-06:
It sounds like you called several times during the course of a couple days to try to get a refund. Unfortunately, you did not cancel within 24 hours so they were not obligated to give you a refund. That's what sometimes happens when you make a reservation and for some reason, you can't go at the last minute. Next time, don't make a reservation or call the day you are going to leave to book the hotel and always book directly with a hotel instead of going through a third party. I'm guessing the hotel was not even close to be being full this time of year so you did not really need to book in advance except you were trying to save some money through Hotels.com. Probably you would not get a refund canceling the day of the reservation at any hotel. I think if you hadn't kept calling there, they wouldn't have used profanity with you. That wasn't right but you should not have kept calling their either. No means no.
Posted by olie on 2011-01-06:
It would have been nice if you'd been given a refund, under the circumstances. I can even see calling at a different time, hoping that a different manager might give you the refund.

It sounds like you kept calling, though, and that your calls were logged. While that doesn't excuse the foul language--if you'd stopped after 2 denials, you would not have exposed yourself to that language in the first place.

I checked out this hotel online. The site very clearly states "Rates displayed may be non-refundable". You were aware of the 24-hour cancellation policy.

I don't know how much you were charged, but I'm pretty sure it's not worth the grief you're going through. Chalk it up to experience and "one of those things".
Posted by HamptonParsippanyNorth on 2011-02-06:
Hi all - this is Mike Williams, the General Manager of the Hampton Inn & Suites Parsippany North.

I specifically remember this guest, and there is more to this story that I will not get into here. However, please trust that we strive to continually provide exceptional customer service, but we are pretty strict about our cancellation policies. Every situation if unique, and we evaluate each cancellation request on a case-by-case basis.

Please feel free to read our customer service reviews on Hotels.com, Google.com, Trip Advisor and Priceline, amongst others.

Feel free to contact me directly at Michael.Williams@Hilton.com if I can ever be of service. Thank you!!
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Disappointed
Posted by Shirlee on 01/02/2011
AKRON, OHIO -- I booked the hotel on-line. Had looked for a pet friendly hotel. When we got to the hotel with our 6 lb poodle we were told they did not allow pets. Then the manager said there were acouple of hotels nearby that would take us and he would call to see if they had room. I waited then asked the lady at the desk if he had called. She said "oh he must have forgot'! So I left. It WAS COLD AND RAINING. DROVE FOR HOUR AND A HALF STOPPING AT HOTELS. fINALLY FOUND ONE. iT WAS NOT AT ALL NICE, BUT WHAT CHOICE DID WE HAVE?


     
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Posted by Skye on 2011-01-02:
When you made the reservation, did they say they were pet friendly? I just looked them up, and do not see where they are pet friendly. Sorry you had to go through that. We traveled a lot with our pets, and this site is very handy, for pet friendly places:

http://dogfriendly.com/

I know it's too late now, but I hope it helps in the future. I've even traveled with my bird, and she got to stay free, no extra charges.
Posted by jktshff1 on 2011-01-02:
Did you book direct with the hotel or with a 3rd party?
Posted by trmn8r on 2011-01-02:
You say that you had looked for a pet friendly hotel - was this one advertised to be?

How long did you wait for the manager to call? It sounds like communication broke down - were they busy? If not, he should have been able to.
Posted by momsey on 2011-01-02:
When we travel with our dogs, I always make triple or quadruple sure that the hotel we're planning on staying at takes dogs. I don't want to end up in your situation.

Sounds like the manager offered to do you a favor and wasn't able to follow through on the favor.
Posted by momsey on 2011-01-02:
P.S. I just looked at the Hampton Inn website and doing a simple pet friendly hotel search in Ohio brings up only a Hilton in Akron, not a Hampton.
Posted by jktshff1 on 2011-01-02:
It is clearly stated on their (this particular hotel) website that pets are not allowed
http://hamptoninn.hilton.com/en/hp/hotels/index.jhtml?ctyhocn=CAKOHHX

Hotel Policies

Check-In: 3:00PM - Check-Out: 11:00AM
Parking:
Self Parking: 0.00
Pets: No Pets Allowed
Posted by bhskittykatt on 2011-01-03:
The site Skye referenced is an excellent source for pet-friendly hotels/motels.

Also, I strongly suggest you note on the reservation that you have a pet. Some places are pet-friendly, but only in certain rooms, so they need to know ahead of time that you have a pet to ensure you get an appropriate room.
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Poor Quality Facility and Service
Posted by MSBanks on 11/16/2010
OXON HILL -- I stayed at the Hampton Inn this past weekend and experienced what I considered to be less than quality/professional service:
1. I was initially placed on the 11th floor which had a strong cigarette smoke odor in the common area near elevator. I was relocated to the 9th floor per my request.
2. The area outside the 9th floor elevator had a fowl sewer smell; although I did did smell it when I went into my room.
3. One of the hotel managers (or acting manager),Ms Denise Ware, denied me an extended checkout request although it was for only one-hour. Moreover, her attitude was argumentive and unprofessional.
4. The hotel swimming pool is scheduled to open at 10:00 AM on the weekend. However, the maintenance was still cleaning and filtering the pool past that time on Saturday.

     
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Posted by Criszilla on 2011-04-15:
Hampton has really slid downhill. I had my own nightmarish experience with them where they violated their OWN company policies in order to make a buck. Fortunately, my bank issued a refund to me for the charges. (I never made it to the hotel because of "deadly", and "historic storms", as reported on all major news stations). I posted the whole story in detail on this site.
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