Hampton Inn Customer Service Issues

While staying at the Hampton Inn in Rohnert Park, my family and I encountered a concerning situation. Last night, as I was pulling down the extra blanket, a needle fell on my head. Despite being exhausted, I contacted the front desk, and a very polite staff member promptly came and addressed the issue by removing the needle. Although they assured me it was unused, the incident has left my husband and me quite upset, especially considering we are staying with our two young children. The thought of one of them finding the needle first is unsettling. We trust Hampton Inn for its cleanliness and great staff, which is why this experience has been disappointing. I do not wish to get the staff in trouble as they handled the situation kindly, but finding a needle in the room is concerning, especially given the recent loss of my mother and the need to stay close to family during Christmas.

I attempted to book a room at the Oxford-West Hampton in Oxford, MS for Apr 12 through Expedia.com. After selecting the check-in and check-out dates, the website seemed to change the check-in date back to Apr 11 without us noticing. We realized the mistake right after receiving the incorrect itinerary from Expedia. We promptly called Expedia within 5 minutes to cancel the reservation, but were informed only a manager could waive the fee, who would be available the next day. Despite our efforts, our credit card was charged for the incorrect night. After reaching out to Hampton Inn, we received conflicting information about when the manager would be available to speak with us. We were left wondering if the manager did indeed deny our request and if Expedia was telling the truth about Hampton's decision. Despite leaving my number for the manager to call back, there has been no response as of 4/15/19. Hampton has always been our go-to choice, but if this issue remains unresolved, we may avoid staying at Hilton Properties in the future.

I had made a reservation at the Corsicana Hampton Inn for a wedding that is 4 hours away from home. Unfortunately, right before we were supposed to leave, my daughter fell ill and was vomiting due to a stomach bug. As a concerned mother, I immediately reached out to the hotel to speak with a manager but never received a call back. The manager was unresponsive and the front desk staff showed no empathy, insisting I had to pay the full amount even if we didn't stay. Despite being willing to pay half, I felt frustrated by their lack of understanding given the circumstances. My husband and I were looking forward to the night away, but my daughter's health had to come first. The way we were treated by the manager and front desk was disappointing and I am now reconsidering making future reservations at Hampton Inn properties.

I was unsure if the young lady at check-in was new or just rushed and unwilling to help. Despite online availability showing 3 rooms, she immediately said none were available without checking. When we booked online and saw 2 rooms left, we returned and she mentioned a cancellation but seemed dismissive of our AARP discount. It felt odd as an AARP member to be told we couldn't get the discount.

Hello, my name is Carmen Fernández. I'm currently staying at the Hampton Inn & Suites Newark Harrison River Walk, and I am quite disappointed with the service provided. Let me share a few details: On the first day, the shuttle bus was supposed to pick me up at the airport, but it never arrived. After waiting for two hours, I had to take a taxi to reach the hotel. The shuttle bus service to Penn Station is also unreliable. Additionally, the breakfast setup was chaotic, and the service was poor. I have been a guest here for 13 days and requested a late check-out today. However, the front desk declined and insisted that I pay for an entire extra day for just a few hours. This seems unreasonable given the subpar service I have experienced. I am simply hoping for a bit of flexibility today. It feels unfair to have to pay extra given the unsatisfactory service I have endured, including issues with room cleaning and the attitude of some staff at the reception. Although this is my first time at a Hampton property, my overall experience has left me thoroughly dissatisfied.

My sister and I had a reservation on July 13, [redacted], at the Hampton Inn on Waddle Road in State College for one night. We arrived early at 11:30 AM, though check-in time was 3 PM. During a busy weekend with festivals, the hotel seemed empty, yet the desk clerk was unwelcoming. Despite the initial refusal by the clerk, we were later assisted by another staff member who provided available rooms for us to choose from. However, the desk clerk's attitude was unpleasant. Later on, when inquiring about festival information, another staff member named Maria was unhelpful and quite rude. This experience left us feeling unappreciated as guests.

I would like to share our experience at the Hampton Inn on Waddle Road in State College. On 7/13/19, my sister and I arrived at 11:30 AM for our 1-night reservation. Despite the early arrival, the desk clerk initially mentioned the check-in time of 3 PM without checking room availability. I went inside later and managed to secure a room after a gentleman from the back stepped in. Despite this, the desk clerk did not seem pleased with our early check-in and was unhelpful when asked about bus schedules for the festival in town. The attitude of the clerk, Maria, was disappointing and may influence our choice of accommodation in the future. - S. & K. Raynak

Upon reviewing my bookings, it appears that I mistakenly reserved rooms at two different Hampton Inns in NYC for Nov 14. Initially, I booked at the Hampton Inn Times Square North with a first night guarantee for a no-show. However, upon checking my reservation closer to the travel date, I discovered that the Hampton Inn Times Square Central had no record of my booking. Thinking I had forgotten to make the reservation, I found a better deal on Priceline and prepaid for 4 nights at the Times Square Central location starting Nov 14. Subsequently, I received a bill for a no-show at the Times Square North location. Since I did stay at a Hampton Inn in Times Square, I kindly request the cancellation of the charge from the Times Square North. Thank you for your assistance.

I wanted to share my positive experiences with Hampton Inns and express my disappointment with a recent stay for my daughter's marine boot camp graduation in Beaufort, SC. Upon booking through what I thought was the hotel, but turned out to be a third party, we faced payment issues upon arrival. Despite being assured by the hotel staff we contacted the right place, we were charged twice for one room and faced additional charges the next day. The confusion surrounding the payment led to an inconvenient situation during our stay, which was disheartening as a loyal customer. We were met with unhelpful and condescending treatment from hotel staff, leaving us frustrated. I hope this issue can be investigated, and a refund for the overcharge issued. Thank you for looking into this matter. The Hampton Inn location is at [redacted] Boundary Street, Beaufort, SC, phone [redacted]. Our information is John & Carla Radewahn, at [redacted] West Ruby Ave, Wauwatosa, WI [redacted]. Thank you for your attention to this matter.

The staff at the hotel in Gastonia, NC, was friendly. However, I am dealing with a legal issue where I am being wrongfully labeled as homeless, leading to harassing phone calls from people in the community. There were threats made to post negative comments on Facebook about the Hampton, labeling it as a place allowing "homeless" individuals. Additionally, there was a discrepancy in the pending payment amount that resulted in more money being withdrawn from my bank account than anticipated. I am looking to stay at the hotel tonight and would appreciate a reasonable rate. Thank you, Allyson Benthal

My stay at the Hampton hotel in Claremore, Oklahoma was a complete nightmare. They mistakenly gave all of my belongings to another guest, including clothes, makeup, money, even a pistol and diamonds. The staff treated us poorly and initially tried to blame us for the error. The assistant manager, Nicole, lied to me about the situation. Despite involving the police and filing a report, the hotel offered no compensation or resolution. Customer support was unhelpful and the corporate office claimed they couldn't assist. This was the worst customer service I have ever experienced, especially considering the amount I spent on the rooms. I am seeking legal advice and will be pursuing charges. It's incredibly frustrating that the hotel's negligence has led to this situation, and the lack of accountability is unacceptable.

My spouse and I had a booking at the Hampton Inn in Sedona, Arizona for Monday, the 23rd. Unfortunately, we had to cancel on Saturday due to a major accident on our way there. When I contacted the hotel to cancel, the person who answered was very abrupt, claiming I had booked through Priceline, which I had not. I made the reservation directly through your reservation department. Despite explaining that I was in a hospital undergoing tests after a car accident, he was unhelpful and abruptly hung up on me. This was a stark contrast to the exceptional service we usually receive at your hotels. I called your reservation department, and they promptly and compassionately canceled the booking without any issues. I would appreciate it if you could investigate this matter. Thank you.

My husband and I had a reservation at the Hampton Inn in Sedona, Arizona, located at [redacted]. Following a terrible accident that led us to the hospital, I contacted the hotel to cancel our booking. However, the staff member who answered the call was unhelpful and even rude. Despite explaining our situation and not booking through Priceline as suggested, he refused to assist us and abruptly ended the call. Disappointed by this treatment, we reached out to the reservation line, where the staff efficiently and kindly canceled our reservation without any issues. The behavior of the man at the hotel was unacceptable, and I believe he requires further training in customer service. This experience was not what I had anticipated, hence why I am sharing my feedback here.

I had a negative experience at the Gateway Denver location with an employee named Billy. He was extremely unkind and unhelpful. We mistakenly booked a nonrefundable room for the wrong night due to a timing issue on Priceline. Despite us explaining the situation, Billy refused to let us stay in the lobby to sort it out or leave our bags temporarily. Instead, he threatened to involve the police if we didn't leave. This led to us being in a precarious situation at a bus station where a bag was stolen. Eventually, we had to book a room at the Marriott across the street. I have faced additional challenges throughout this trip, including delays and issues with Frontier Airlines. Billy's behavior was unwarranted, and I expect a refund and a complimentary stay as a gesture to rectify this distressing experience and the hardships endured. There should be a discussion with Billy about his conduct towards customers to prevent similar incidents.

I booked a room for two nights, and on the first night around 1:00 pm, I had to be relocated due to flooding from the upstairs bathroom in room [redacted]. Water was coming in from the ceiling light fixture in my bathroom. After being moved to room [redacted], I noticed what I believe to be bed bugs. This room also had a minor bathroom leak. I would appreciate it if a reservation could be made for me at a different Hampton Inn or another Hilton property within the same chain. Thank you for your assistance; I understand how challenging your job can be, having worked in housekeeping before.

I traveled with my mother on April 1, [redacted], and we lodged at the Hampton Inn - South Lake Morrow, GA. Upon checking in a bit after 8:00pm, we encountered a pleasant front desk receptionist. However, I am dismayed to report that the hotel was unclean. Our room on the second floor had stained carpets in the hallway and rooms. The bathroom was unsatisfactory with pubic hair on the floor, a wrapper left on the floor, and used toilet paper still on the roll. My elderly mother, who relies on oxygen and a Bi-pap machine, stayed with me. I also noted the absence of any discernible cleansers or disinfectants, and I could detect a smoke smell. Despite paying $[redacted].04, the quality of our stay did not meet expectations. I have usually chosen Hampton Inn or Marriott due to their comfortable mattresses and cleanliness. Additionally, the lack of breakfast service during COVID further added to my disappointment. This subpar experience leaves me uncertain if I will return in the future. Thank you, Vicki H. Orkies

During our stay at the Hampton Inn Biloxi Beach Blvd on April 16, my family and I encountered some ceiling repairs in our room. Despite this, we decided to proceed and stayed the night. The next morning, on the 17th, we left our room at 8:30 am for a dance competition and returned around 8:30 pm to find the room wet. The ceiling had been leaking all day, resulting in a wet bed, carpet, and one of our bags soaked. When I contacted the front desk, they were unhelpful and refused to change our room or allow us to speak to a manager for assistance. The only response I received was to wait until 7 am the next day to address the issue with the manager. Frustrated and upset, we decided to leave, with no resolution offered, despite our discomfort and concerns about possible mold in the room. When I attempted to contact the 1-[redacted] number, I was transferred to Eric, who then redirected me to a specialist, but after holding for 50 minutes, I received no assistance.

I recently stayed at the Hampton Inn in Rosenberg, TX, located at [redacted] Vista Drive, [redacted], for my nephew's Army send-off party on June 19th. Upon returning home, I noticed an unexpected $[redacted] charge on my account, on top of the $[redacted].17 I had originally paid for the reservation. When I inquired, the hotel claimed they detected a marijuana odor in our room, which is completely untrue. We only used the room to sleep, arriving at 3 pm, returning at 12:30 am, and leaving at 8:30 am the next morning. Despite having brought two beers that were not consumed, we did not smoke or use any drugs in the room. I contacted the office manager to explain there was no marijuana use in room [redacted]; however, the issue remains unresolved. I request a refund of both the $[redacted] and the original $[redacted].17. This situation has been distressing for me as someone who has never used drugs and values honesty. I hope this matter can be escalated and promptly resolved. Thank you, Coetta B.

I was quoted $[redacted] for tonight, 7/9, for a room with 2 queen beds. Upon check-in, I was informed of a $50 hold on my credit card. Later, inquiring about a room for tomorrow night, I was told it would be $[redacted]. When asking about tonight's charge, I was surprised to hear it was also $[redacted] without prior agreement. I did not sign for this amount and feel overcharged. I seek a refund of $[redacted] and clarification on the pricing discrepancy. Additionally, I received a room with 1 king bed instead of 2 queens, making it uncomfortable for my son and me. Contact me at [redacted]. Thank you.

I stayed at the Hampton Inn in Franklin, MA on July 8, [redacted], booking through Expedia on May 20, [redacted], with my Discover Card. My Expedia Itinerary number is [redacted][redacted]. Upon check-in, I confirmed payment with the new receptionist. Still, she requested my Visa card for incidentals. The hotel charged my Visa for the room, causing a double charge. The Hampton Inn advised me to contact Expedia for help, but I believe they should handle the refund. Carol M. from Willimantic, CT, can be reached at [redacted]