Hampton Inn & Suites Complaint - Do not ever stay at the Hampton Inn & Suite in Victor, NY
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.