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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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The aggravation wasnt worth the money
Posted by Reval on 08/15/2010
Hotel st. simon island was not pleasant. television are outdated with static and the towels and face cloths were dingy and unsanitary
     
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Posted by Alain on 2010-08-15:
You may want to let the folks at http://www.hamptoninn.hilton.com know about this. Even though they're a franchise they might have certain standards they are required to meet.
Posted by Anonymous on 2010-08-15:
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Do not ever stay at the Hampton Inn & Suite in Victor, NY
Posted by Kkaz on 04/20/2010
VICTOR, NY -- I had a terrible experience at my recent stay at the Hampton Inn and Suites in Victor, NY. I unfortunately had a death in my immediate family. My family chose this hotel because of proximity and use of the suite room for my disabled mother. We had three rooms total that they could not accommodate to be near one another. Our day began early and we went to the funeral home, church, burial and the after reception. As you can only imagine we were exhausted. We returned to the hotel wanting to just rest around 3:30 P.M. We came back to dirty rooms. All three of our rooms were not even touched. We called down to the main desk to ask for housekeeping and were told that they had 102 rooms to clean. We then asked if it could be done now and they sent someone up. What we saw them do was grab towels, make the beds with the current linens, vacuum the rug and spray something in the air. They did this in about 5 minutes. They also started the dishwasher since it was full of dirty utensils and plates when we arrived on Friday. Appalling. We called to get our third room cleaned but had no answer from the housekeeping line. We called down to the main desk who told us housekeeping left an hour ago and that our room could not be cleaned. Excuse me? This is not a budget inn. This is a hotel and suite and when we pay $130 (+) per night for a room, I don’t expect that housekeeping leaves at 4:00 PM. We did not occupy the room from 8:00 AM – 3:30 PM. Our room was not cleaned and to have housekeeping leave a hotel and have no other option in a FULL SERVICE hotel. What?

We were also told if we wanted fresh towels, we had to come down to the lobby main desk and get them ourselves. So now in addition to not providing housekeeping, they do not have any guest services. To make it worse, the rooms that we had were placed directly next to and under a birthday party. Anyone else find it odd that a guest decided to have a birthday party in the hotel rooms and on the floor. Of course too, their rooms were not adjoining but at least 5 or 6 rooms apart. So they had a dozen screaming kids running up and down the hallway. The parents put the lock in the door jamb so the room door wouldn’t shut so that when the kids slammed open the door it would swing shut with a large thud. Over and over and over again. In our rooms below we heard the running up and down the hallway. Finally after hour one, we called the front desk. They advised that there was a birthday party and that it shouldn’t last much longer. They told us to please not yell at the children. We left for dinner after hour 2. We went down to the main desk at one point about the clean room guarantee. The hotel has it advertised clearly all over the walls and in the room. We were told that we had to talk to someone tomorrow about the 100% guarantee we were asking about. I woke up on Sunday morning to have my bill under my door for two nights at $250. We also have a bill for around $600 for the other two rooms. Close to $900 for two nights in what was the worst experience in a hotel I have ever had.
     
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Posted by Criszilla on 2011-04-15:
Hampton Inn should be ashamed of themselves. When I think of the Hampton I think of the Hilton, The Waldorf, and other high end affiliates. They've really gone downhill fast. I have posted my own complaint about my experience with them. I have made it a point to book with other hotel chains since then.
Posted by Anonymous on 2011-04-15:
I know this review is a year old, but I have to ask you Criszilla...do you really think of Hampton Inn as a high end hotel, on par with the Waldorf??
Posted by Criszilla on 2011-04-15:
To just cause: No. You should read my post again. I said Hampton "affiliates" which would be the Waldorf and the Hilton; meaning, since the Hampton is "affiliated" with such high end hotel chains, they should have their act more together. There's no excuse for these repetitive experiences with this hotel chain.
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Total Lack of Customer Service Hampton Inn Woodbury
Posted by Bubbag on 04/19/2010
If you do not mind no customer service and lack of respect this is the Hampton Inn Harriman Woodbury! The poor customer service from the night manager down to the General Manager on the phone was down right appalling! I think that they way we were treated was unacceptable! Shame on the Hilton Family of putting up with this type of customer service from any of their hotels.
Shame on you!
     
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Posted by tnchuck100 on 2010-04-19:
Please forgive my being nosy but...what happened?
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Denied our reservation
Posted by JRayne on 04/18/2010
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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Posted by Ben There on 2010-04-18:
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 there by 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.
Posted by tnchuck100 on 2010-04-18:
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?
Posted by Anonymous on 2010-04-18:
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.
Posted by Ben There on 2010-04-18:
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.
Posted by dan gordon on 2010-04-18:
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.
Posted by tnchuck100 on 2010-04-18:
"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.
Posted by jktshff1 on 2010-04-18:
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 BFall on 09/30/2009
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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Posted by Anonymous on 2009-09-30:
Chances are, that stuff is long gone. Did you file a report with the police?
Posted by spiderman2 on 2009-09-30:
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.
Posted by Anonymous on 2009-09-30:
Yeah, I always throw the deadbolt and chain (if there is one), just in case. I'm one of those paranoid types.
Posted by Anonymous on 2009-09-30:
Yep. Sounds like the staff took your items.
Posted by spiderman2 on 2009-09-30:
Me too bear!!!
Posted by Fufu487 on 2009-09-30:
But while you were sleeping???? ahh so creepy. I feel so victimized just thinking about it..... Im sorry this happened to you :(
Posted by MSCANTBEWRONG on 2009-09-30:
That's scary...I always throw the deadbolt as well. I travel a good bit for business so I'm alone alot...I take all safety precautions.
Posted by Nohandle on 2009-09-30:
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.
Posted by Anonymous on 2009-09-30:
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]
Posted by Anonymous on 2009-09-30:
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.
Posted by Anonymous on 2009-09-30:
"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.
Posted by Diabolical on 2009-10-03:
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.
Posted by Anonymous on 2009-10-03:
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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Reservations mean nothing
Posted by No res on 08/14/2009
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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Posted by Anonymous on 2009-08-14:
If they were there for a wedding then they were probably at a group rate that was lower then 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 cancelation.
Posted by BokiBean on 2009-08-14:
Sorry this happened to you, but them's the breaks...
Posted by jktshff1 on 2009-08-14:
Yep, what they said.
Posted by Anonymous on 2009-08-14:
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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Baggage Cart
Posted by Bee2393 on 05/27/2009
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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Posted by Anonymous on 2009-05-27:
Wow, that clerk was definitely rude. Hampton has a 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!
Posted by msnanny on 2009-05-27:
Maybe you just caught her on a bad day? We all have them :)
Posted by bee2393 on 2009-05-27:
You are both right. I did email them before I posted this and am waiting to hear back.

Thanks!!
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Beware! Guests Will Be Treated As Criminals... It's Our Policy!
Posted by Jjf on 03/24/2009
ROSEVILLE, CALIFORNIA -- I write this letter with a completely different outlook on Hilton Hotels due to my most recent experience at what should have been a quick 2 night stay at a Hampton Inn & Suites in Roseville, CA. My fiance and I were headed to Roseville on a little getaway where we planned to visit family for 2 days and then proceed to Tahoe to enjoy the Sierras. We made an online reservation thru Travelocity for 2 nights, 1 king size bed, no smoking for a rate of $104/night for 3/12 thru 3/14. Upon check-in everything seemed to be somewhat normal.... I came in and a man by the name [snip] assisted me. He asked me for my last name and a credit card for incidentals. I responded with my last name and asked if he needed the reservation number. He told me that it wasn't necessary and I then handed him my fiance's credit card, the same card in which we had made the online reservation with, he swiped the card handed me my room keys and briefly explained where my room was..... I told him thank you and went back out to the car to grab our luggage, and my fiance and I proceeded to our room. Having been in the car for nearly 2.5 hrs I felt the need to take a shower. As I got out of the shower my fiance informed me that a lady called from the front desk and said we might want to call Travelocity. I picked up the phone and dialed the front desk and the young lady informed me that Travelocity had phoned the Hotel, apparently because they weren't able to reach our cell numbers, and requested we give them a call. She gave me the number and we hung up the phone. Not knowing what was about to transpire....

I didn't feel that a phone call to Travelocity was an urgent matter, after all we were already checked in. Being newly engaged we did what every couple does upon first entry to the room. To make a long story short without all details, there was 1 missed call in our room, followed by a thunder of pounding on the front door accompanied with shouts of "ROSEVILLE P.D. OPEN THE DOOR" My fiance became petrified and ran to the bathroom. I went to open the front door to the room, and was immediately met by 2 officers who sternly requested I step out into the hallway. Half dressed I acknowledged their request and stepped into the hallway. For the next 30 minutes I was interrogated about who I was, where was my I.D., whom I was staying with, how I paid for the room, where I was from, etc... etc... I then had to furnish proof of not only my identity, but my fiances as well. We were then told that there was suspicion that we were some sort of credit card thieves who had booked the room with a stolen credit card. Fortunately enough I kept my online reservation print out and was able to finally turn the officers away after showing them the paper. This whole thing took place in the hallway where other guests walked back-n-forth as they watched the officers completely humiliate and intimidate, myself, a half-dressed man who has never once had legal troubles of any kind thru his entire life.

After this subsided I quickly took the elevator down to the lobby to speak to Mgmt. about what had just happened. To my surprise..... Not only did the same arrogant kid, Devin K***e, show a total lack of sympathy for the obvious poor Mgmt. decision he had made by calling the Police, but he made it clear to me that " Not only is that Our Policy.... You don't like we can ask you to leave!" WOW!!!! Is all I could say to his quick response that wreaked of a person that clearly had no meaning of what customer service was about, but definitely had no business being in Hotel Mgmt. Moral of the story...... STAY AWAY FROM THE HAMPTONS INN & SUITES, unless your alright with criminal treatment, at higher room rates than your reservation, topped off with a staff that really wishes you just hadn't stayed at their hotel.
     
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Posted by Anonymous on 2009-03-24:
Wow, I have never heard anything like this before. I hope you have passed this encounter on to their corporate office. It definitely sounds like a bad movie and a situation none of us would like to find ourselves in. Thanks for the review.
Posted by Anonymous on 2009-03-24:
If you could fill in those details of what transpired prior to the cops arrival, it may be helpful. lol!

I agree with kia. Sounds like a bad movie.
Posted by Soaring Consumer on 2009-03-24:
You should contact Travelocity and ask for a refund, what happened was inexcusable.
Posted by Anonymous on 2009-03-24:
The OP was mishandled by Travelocity, the hotel, and the police. It is inexcusable that the OP was detained and questioned, half-naked in a public area. (I'm sure someone will quote 'officer safety' and 'the hazards nowadays', but not every 'suspect' is Osama.). Sometimes our protectors act like jackbooted goons.
Posted by SLR+ on 2009-03-24:
Exactly where did this moron of an employee get the idea the credit card had been stolen????

The cops were just acting on extremely bad info from the even worse management staff of the hotel. Sounds like people SHOULD STAY AWAY from this location.
Posted by Anonymous on 2009-03-24:
"Being newly engaged we did what every couple does upon first entry to the room."
Wipe your feet?
Posted by Anonymous on 2009-03-24:
Why did your fiancee run to the bathroom when the cops showed up? Nice way to handle a tough situation. You really want to marry someone who isn't even man enough to protect you in a time like that?
Posted by Anonymous on 2009-03-24:
I dont know yaya,those Roseville cops are pretty hardcore
Posted by Anonymous on 2009-03-24:
Maybe he was just flushing their "stash"
Posted by Anonymous on 2009-03-24:
LOL...could be
Posted by Justusryan on 2009-03-24:
I believe the OP is male.
Posted by Anonymous on 2009-03-24:
Your right justusryan. After re-reading I do notice the sentence where the OP id's himself as a male. Ok, makes sense why the fiancee ran to the bathroom
Posted by Slimjim on 2009-03-24:
LMAO, I don't mean to make light of your experience, which obviously would be disturbing, but no wonder you are so mad. The whole trip's worth of fun just went down the Kohler Tornado Series 3000. At least you still had each other and that thing you do to save the vacation.
Posted by Anonymous on 2009-03-24:
A male needs to shower after a 2.5 hr car ride? Ok then!
Posted by Anonymous on 2009-03-24:
Sounds like an episode straight from Reno 911 to me.
Posted by Crown Jules on 2009-03-24:
I think I'm going to be the only one here who sides with the hotel on this one. The OP states that the reservation was made with his fiance's credit card and that he handed the same card to the front desk person. So if someone who is obviously not the cardholder (unless he's an authorized user), who isn't even the same gender as the cardholder, tried to use the card shouldn't that raise a red flag? The OP also said he "came in" which makes me think his fiance stayed in the car or otherwise wasn't with him to confirm that the account was hers or that he was okay to use it. Then Travelocity tried to contact them, probably to confirm that the card wasn't stolen, and they didn't receive a reply: red flag #2. In all honesty, I'd be suspicious, too.

I won't go into the actions of the police but I do think the hotel should be cut a little slack.
Posted by Anonymous on 2009-03-24:
That sure seems reasonable Crown Jules and it's very possible. It is also likely that the hotel clerk decided to play morality police when an unmarried couple checked in. And, if the post-check-in 'activities' were loud, the moral police could have had further motive to call the goons. Some people can't tolerate others having a good time.
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Security Alert
Posted by Huffette on 02/07/2009
I returned to my hotel room at 5pm and found my room had been left open. The staff made excuses and no restitution was offered. Housekeeping denied responsibility and blamed it on a painter.

If a Painter did contract a service, why would they paint a room that is being occupied. Very unprofessional!
     
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Posted by GenuineNerd on 2009-02-07:
Was anything stolen? Hotel and motel rooms should NEVER be left open whether it's by maids, maintenance, or management. You'll never know what kind of characters are around, especially if the hotel is in a questionable part of town.
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