Hampton Inn & Suites - Page 2

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1.3 out of 5, based on 3 ratings and
43 reviews & complaints.

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Reservations mean nothing
Posted by on
PINE KNOLL SHORES, NORTH CAROLINA -- I made a reservation at the above property three weeks prior to our arrival date. Checked on it twice prior to the trip. While enroute on July 25th during our 8 hour drive with three children, I received a call from the front desk at 5:22 pm saying that the credit card that was on file was declined. I tried to give her a new number but phone service was bad in rural South Carolina. I called them back with a new card number several minutes later.

At that time I was informed that my reservation had dropped from the system and that my room was reserved by someone else. I argued the fact that I had a reservation first and they had no right in bumping me. The front desk clerk asked if I would like the general manager to call me back, I requested that she did. The GM, Jackie Miller never called me back, I had to call her and then she would not make herself available.

Upon arriving at the hotel she did come to the front desk. Funny thing, when researching for a hotel to stay at this very same issue was posted online at several sites. The previous guests stated that reservations don't mean a thing at this location. I guess I experienced it first hand while having a road weary family in tow. I asked Ms Miller why she did not call me back, her response was "you where going to come here anyway."

That was not the right thing to say. She mentioned that they have no control over the computer system and could not help me. However she could "walk" me to another property in Morehead City. I said if I wanted Morehead City I would have booked Morehead City.

My complaint is the attitude of the General Manager was unsympathetic, rude and lacking any customer service skills. I find it extremely hard to believe that a reservation can "drop out of the system" and someone can jump online and grab my room. Systems must be designed with flexibility since many circumstances can happen in your industry. I have a strong suspicion that I was bumped because they had a wedding party in the hotel that weekend. I bet my room was sold at a higher price to a wedding guest that failed to make a reservation.

Clearly reservations mean nothing at this location and customer service skills are non-existent. Do yourself a favor, steer clear of this shipwreck on the beach!
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Anonymous on 08/14/2009:
If they were there for a wedding then they were probably at a group rate that was lower than what you were paying. If you gave a credit card to guarantee the reservation and it was declined, then your reservation then because non guaranted and subject to cancellation.
BokiBean on 08/14/2009:
Sorry this happened to you, but them's the breaks...
jktshff1 on 08/14/2009:
Yep, what they said.
Anonymous on 08/14/2009:
Yep, the wedding party was paying way less than you if they booked under the wedding party group rate. As far as I know, a hotel can cancel your reservation if the credit card you used to reserve the room is declined. It is unfortunate that they didn't give you a chance to use another card, but if they were busy, they were simply doing what was best for them.
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Bed Bugs
Posted by on
PLYMOUTH, MASSACHUSETTS -- I recently got married. My husband and I stayed at the Hampton in Plymouth MA along with the wedding party. It was a great time till I noticed I had bits on my legs I paid no real mind to it until we where ready to leave I saw a bug on the bed I have never seen a bed bug before this in my life but sure enough they got into my luggage and I brought them home. After realizing this I called the hotel and talked to the manager on duty her name was [snip] she told me that they did have an outbreak of the bed bugs I was so upset.

I will never feel the same about staying at a hotel never mind it ruin the best time of my life. Plus now I have to pay out for bug control.
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Anonymous on 06/04/2008:
Quick comment before I run off for the day. Bed bugs have made a huge comeback due to international travel. They are VERY common in hotels in large cities. Good luck getting rid of them...it can be expensive and time consuming. DDT was the best insecticide for bed bugs...banned now.
old fart on 06/04/2008:
There was a time when bedbugs were virtually extinct in the U.S..
There are effective treatments that can be used but it requires the use of insecticides registered for the purpose and a knowledge of application techniques best left to a qualified pest control professional.
Inspection methods involve no-how of the critters nocturnal habits, breeding cycles, habitat, etc...
DebtorBasher on 06/04/2008:
There is no way I can ever stay at a hotel anymore...I just know there's too much "hidden" filth in those places. The only sure way to get rid of bed bugs is to burn the mattresses...but you also have to remember, they can get into the little groves in your bedframes as well. Old F knows what he's talking about when it comes to pests...but, I would still have a problem sleeping on a mattress, knowing they were there and that the mattress was covered in chemicals.

I know about two or three years ago, they were talking about the bedbugs making a comeback, because hotels were required to check and control them....but they said, they have lowered the policies on the hotels and now it wasn't required...they said there were a lot of them along the Kentucky/Ohio border and was spreading.
old fart on 06/04/2008:
Actually Basher the prober way to to treat the little beasts is to treat the cracks and crevices where bedbugs hide.
That includes the joints in bedframes, the mattress ticking,(not spray the whole mattress) and other dark joints and crevices in the room.
No need to "burn the mattress"...
Properly done, you won't be sleeping on a mattress covered with chemicals..
old fart on 06/04/2008:
Bedbugs are also not known to be a disease vector..
DebtorBasher on 06/04/2008:
Well...I'd feel better if I just burned the mattress and bedframe and buy a new one. I would just never be the same once my bed got invaded.

This is another reason why I never believed in "Renting" furniture...bed bugs, head lice, animal hair and bare butts on couches or chairs...yuck!
cherpep on 06/04/2008:
Is it just me, or is anyone else feeling itchy? ^shudder^
old fart on 06/04/2008:
Here's an interesting little tidbit... did you know that the male bedbug actually pierces the body of the female in order to transmit his sperm.? In effect it is a form of bug-rape...
DebtorBasher on 06/04/2008:
Typical male in any form lol!
old fart on 06/04/2008:
If you went off the deep end and bought all new, putting it in the same environment would just mean that the bugs would have a new place to infest..things like the cracks in door frames and dressers etc. would still harbor the little devils.. you'd have to burn the house down..
cherpep on 06/04/2008:
New topic! new topic! This one is bugging me.
Anonymous on 06/04/2008:
Do female bed bugs get headaches?
DigitalCommando on 06/04/2008:
I think they just roll over and have a cigarette afterwards.
old fart on 06/04/2008:
Time for my morning nap... sweet dreams Cherpep..
DebtorBasher on 06/04/2008:
This is from a company advertising:

We've heard horror stories from countless customers. You're sound asleep, snuggled in bed and suddenly in the middle of the night, you feel something crawling on your skin! You bolt up, instantly awake thinking, "What IS that?!?" Suddenly you feel the nasty creepy sensation of filthy Bed Bugs crawling all over your face and body!

Wide awake now, you realize you're completely infested and Bed Bugs are crawling all over you, inside and out -- in your hair, ears, on your body and even under your skin. You wonder, “Are they really crawling all over my body? Or is it my imagination?”

Shocked, you flip on the light and whip off the covers to gaze horrified, as dozens of blood filled bed bugs scurry into hiding places -- in your sheets and mattress! Your stomach turns as you realize they have been feeding on you while you sleep. You've got to get rid of them before they make life unbearable.
DebtorBasher on 06/04/2008:
Have a nice nap...don't let the bedbugs bite!
Anonymous on 06/04/2008:
When I was a kid my parents had these words of wisdom; "Good night, sleep tight and don't let those BEDBUGS bite!"
At that time I had no clue what they were talking about.
A few years ago I "acquired" a few of them and what a nightmare they are! I had to get rid of furniture, constantly spray, vacuum and there is nothing worse than dosing off when all of a sudden you feel something crawling on you and you swat to then find a small trace of BLOOD on your body and hand! You won't sleep anymore that night. Bring back DDT!!!!!!
DebtorBasher on 06/04/2008:
ZZ...my parents used to tell us the same thing when we went to bed at night...that was actually what I started to tell Old F...but, since it isn't night time...saying, "Goodnight" didn't quite sound right...but I still tell my nieces those words of wisdom whenever we spend the night together.
Anonymous on 06/04/2008:
I used to tell my kids that as well. Had I known what those thing were like back then I would have been scared to death after hearing that!
DebtorBasher on 06/04/2008:
So, when you acquired those a few years ago...did the girl next to you have a big silicone wet-spot from the bugs biting her?
Anonymous on 06/04/2008:
*LOL* Stop it!
DebtorBasher on 06/04/2008:
You sound like I'm tickling you!
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Heating / Customer Service
Posted by on
PHOENIX, ARIZONA -- To whom it may concern:

I would like to describe my experience for a recent stay at the Phoenix Hampton Inn located at 5152 W Latham Street in Phoenix, AZ, room 205. Upon arriving around 6:00 pm I noticed the room was very cool around 68 according to the thermometer in the room. I tried turning on the heater and discovered it only blew cool air so I turned it off. I thought it is no big deal I am going to bed in a bit anyway, and I have some nice warm covers.

In the morning I awoke around 3:30 AM and decided I needed to do some work so I attempted to get on the Ethernet. I could connect but I was unable to get out on the Ethernet. I called the front desk and I was told “there is no problem with the Ethernet, the computer in the lobby is working fine”. I got dressed and went to the lobby only to find the computer in the lobby was not working either. I talked to the clerk at the front desk and he said “oh I know I called the cable company and they said the cable is working fine, that is it our problem”. I asked him why he just told me the Ethernet was working fine, and I received no response. I then asked when the system was going to be fixed and he said “I DON’T KNOW”.

I returned to my room very disappointed with my conversation with the clerk and discovered my room was still 68 degrees which seems very cool. Once again I tried the heating system with the same results. The heating system only blew cold air. I thought about calling the front desk but after my previous experience with the front desk clerk I decided to skip it and just be cold. NOTE: by the way about an hour later I discovered the window was open about a 1/8 of an inch. I have no idea why the heater would not work.
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StarStarEmpty StarEmpty StarEmpty Star
We Insist on the Manager Resolving This!
Posted by on
Rating: 2/51
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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CU on 07/11/2013:
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.
FoDaddy19 on 07/11/2013:
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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Poor Quality Facility and Service
Posted by on
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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Criszilla on 04/15/2011:
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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Denied our reservation
Posted by on
PHILADELPHIA, PENNSYLVANIA -- It was 12:30am when my husband and I got back to the airport after a long day of traveling. We made our reservation at the Hampton Inn three weeks prior knowing that we would be tired When we got to the Hampton Inn they told use that they overbooked the hotel even though we made a reservation. It shows that the Hampton Inn doesn't care about their customers all they care about is making money!!!!!!! The women at the front desk was calling around trying to find use another hotel to stay at however the NICE hotels were all booked. She gave a night stay at a really NASTY hotel approximately five minutes away. If I wanted to stay a NASTY hotel five minutes away I would have made reservations at that hotel to start off with. I will definitely pick another hotel to stay at next after this experience. P.S. I checked with the front desk three times before we flew out letting them know that we would be in late on the Saturday night for our reservation.
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Ben There on 04/18/2010:
Most hotels, like airlines, overbook reservations. When they do, they are supposed to "walk" you to another hotel - which means they have to book you in a nearby hotel (not actually walk you thereby foot).

If you know you will arriving really late, I suggest that you call the hotel that day to reconfirm the reservation. The later in the night it gets, the more likely the hotel is going to assume you are not going to show up so they will give your room away.
tnchuck100 on 04/18/2010:
Ben, they DID tell them they would be late:

"I checked with the front desk three times before we flew out letting them know that we would be in late on the Saturday night for our reservation."

Didn't do much good, did it?
Anonymous on 04/18/2010:
Anyone walks me to my hotel, they better buy me dinner first. Okay, just kidding.

Yep, they did call ahead. I'd be pretty pissed off if my room that I called several times to confirm was not available for me when I got there. Especially after long travel times.
Ben There on 04/18/2010:
LOL... Missed that last line! I call as soon as I land as well if I am running late because there is most likely a different shift than in the morning.
dan gordon on 04/18/2010:
sounds like they made a reservation but not a guarantee. If they had prepaid then I would have been more upset. Not sure which one they did.
tnchuck100 on 04/18/2010:
"Reservation" vs "Guarantee"

Reservation - having reserved a thing or place for one's exclusive use
Guarantee - performance will be accomplished to one's satisfation

Q: What is the difference?

A: None really. But it is used as a corporate semantic to weasel out of any responsibility to the customer.
jktshff1 on 04/18/2010:
Was the reservation made directly with the hotel, on line with Hampton, or through a 3rd party?
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Personal items taken from room by staff
Posted by on
FREDERICKSBURG, MARYLAND -- After returning from a wedding reception, we left our room and went downstairs to the bar attached to the Hampton Inn- Fredericksburg, MD. Upon return, we went to bed. We woke up to pack and noticed several items, including personal grooming kits and a wedding present not yet given were gone. The staff checked the room key log. An unchecked key entered our room at 4am--while we were all sleeping!! Several other wedding party members noted their doors were ajar the next morning as well... but nothing was taken from their rooms.

One month later, the Hampton Inn notified myself that my personal kit was found in the same room by a customer, but not the wallet, phone and wedding present that was attached to it.

Sounds highly suspicious, especially after several friends and relatives combed the room after the items were reported stolen from the room that next morning.
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Anonymous on 09/30/2009:
Chances are, that stuff is long gone. Did you file a report with the police?
spiderman2 on 09/30/2009:
I hope you filed a police report. This is also a good reminder for all of us to throw the deadbolt on our hotel room door, then no one can enter while you are sleeping! That is just creepy.
Anonymous on 09/30/2009:
Yeah, I always throw the deadbolt and chain (if there is one), just in case. I'm one of those paranoid types.
Anonymous on 09/30/2009:
Yep. Sounds like the staff took your items.
spiderman2 on 09/30/2009:
Me too bear!!!
Fufu487 on 09/30/2009:
But while you were sleeping???? ahh so creepy. I feel so victimized just thinking about it..... I'm sorry this happened to you :(
MSCANTBEWRONG on 09/30/2009:
That's scary...I always throw the deadbolt as well. I travel a good bit for business so I'm alone a lot...I take all safety precautions.
Nohandle on 09/30/2009:
Gratefully, I've never experienced anything missing from my hotel/motel room. We all check in, bathe, change clothes and leave later for dinner. We then come back and the bed has been turned down with mints on the pillow. Thank you so much.

It's bad enough someone stealing from your room, but the thought of someone coming in while you were sleeping spooks the daylights out of me. Did others in the wedding party forget to put on the deadbolt lock before retiring as well? Something sounds really fishy here.
Anonymous on 09/30/2009:
my goodness, I am glad you were not physically harmed. very good reminder to never take ones safety for granted while staying in any hotel. [vh]
Anonymous on 09/30/2009:
Wow, that's just creepy. I assumed every hotel room door had a dead bolt and chain. I have stayed at maybe 4-5 Hampton's in the Midwest and they all have these security measures. I agree with the others, I hope you filed a police report.

Hotel room doors are loud, too. I wake up when my cats wander around at night. If someone came into my room while was sleeping I would wake up instantly.
Anonymous on 09/30/2009:
"I assumed every hotel room door had a dead bolt and chain."

The hotel probably did, raven... just for whatever reason, the OP didn't use them, I'm assuming, of course.
Diabolical on 10/03/2009:
To post that the staff took them when you're not sure is libel. You need to be careful what you post. It's possible, and many thieves have the technology, to "clone" any information encoded on the magnetic strip of a credit card or room key. It's possible these thieves had a clone of a master key card.
Anonymous on 10/03/2009:
How could you even sleep without the deadbolt engaged? You are lucky you weren't murdered in your bed and you are worrying about STUFF?
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Baggage Cart
Posted by on
SCOTTSBLUFF, NEBRASKA -- On May 25th 2009, my mother, son and I rented a room for a family gathering that was being held at the hotel. after 5 hours of driving we were eager to get to our room. We were told at the desk that check in time was at 3PM, so we went for a long lunch and a drive to kill time. We were back at 3 and told to wait b/c our room wasn't ready yet. We waited another 20 minutes. We got to our room to find a pile of hair in the toilet, which would not flush. Maintenance was quick to fix it. The rest of the stay was smooth until I called for a baggage cart in the morning as it was just me my infant son, and elderly mother w/ several bags. The front desk person came up w/ a cart and scolded me at my door for asking for a cart. She said that she had been there over a year and no one has ever done that, especially since she is the only one there.

I apologized, but wondered why she didn't just tell me come and get it if it was such a problem. Needless to stay I will never stay at a Hampton Inn again.
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Anonymous on 05/27/2009:
Wow, that clerk was definitely rude. Hampton has 100% satisfaction guarantee. You should direct your complaint to corporate ( http://hamptoninn.hilton.com/en/hp/customersupport/index.jhtml ) letting them know that you are not 100% satisfied.

I've always had good luck with Hamptons and great service. Perhaps giving them a chance to rectify this would be the reasonable thing to do. Good Review!
msnanny on 05/27/2009:
Maybe you just caught her on a bad day? We all have them :)
bee2393 on 05/27/2009:
You are both right. I did email them before I posted this and am waiting to hear back.

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Employee Service And Price
Posted by on
SAVANNAH, GA, GEORGIA -- My wife and I stopped at a Hampton Inn near Savannah, GA on I-95 one exit below I-16. I believe it was hwy 204. Large interchange with several Inns. Fairly large and new property but the desk clerks were not trained in dress or manners. The one that waited on my wife was over weight, rumpled and baggy clothes, a stocking cap down over her ears and stringy hair down her back. I would have expected better in a convenience store. The price was $109.00. My wife asked whether our Hilton Honors card or AARP would help with the price and was mumbled "no". We left and went one block to a Fairfield Inn, were met with two delightful desk clerks and the price was $84.00. The room was very satisfactory. We have stayed in many Hampton Inns and prefer them usually.

Athens, GA is our all time favorite for cleanliness and service. Savannah needs some serious employee training and hiring practices.
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provisoir on 03/02/2009:
Yeah, don't stay at a Hampton Inn because they hire overweight individuals who don't know how to iron. (What the ?!?!) As a long term member of Hilton's HHonors program, people need to realize that it's a POINTS program, not a passport to immediate discounted rates. In the customer's defense, however, it is my understanding that all Hamptons, chain-wide, are to offer at least 10% off to guests who present either an AAA or AARP membership card. /provi
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Poor Service Real Bad Management
Posted by on
PLYMOUTH, MASSACHUSETTS -- I stayed at the Hampton inn in Plymouth MA, over the summer other than the little man that called himself a manager I had a good stay. He was such a rude man that if I where to go back to Plymouth I would stay at a different hotel. This man is not a people person. I don't know why such a nice hotel would have someone like that working for them. I do a lot of traveling in my job and stay at a lot of Hampton's and I'm a diamond member with the Hampton.

Little man you need to find a new job because one day you are going to piss off the wrong person. I wish I knew the owner because I would like to have a word with him or her. Dear owner you would like to be a fly on the wall.
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Anonymous on 09/11/2008:
What exactly did the little man do that was so rude? Details!
Anonymous on 09/11/2008:
Yes, details please!

ejack053824 on 09/11/2008:
WTF!! Does this little "man" have a name? That would be the first piece of information I would get so that I could file a complaint. Little girl....get with the program here!
Anonymous on 09/11/2008:
Ummmm...isn't this the same Hampton Inn you claimed to have gotten bed bugs from back in June?

I am confused......why stay there again? And where are the details on what the "little man" did to you this time?
DebtorBasher on 09/11/2008:
It's simple to find owners of business' on the internet...do your homework.
old fart on 09/11/2008:
This poster is a glutton for punishment... first the bedbug quandary, now a manager with the personality of Ned Sparks..
You need to change hotel chains...
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