"Run down Property, Unresponsive and Rude Staff."
Overall Score1.0/ 5
Quick Review: The property has so many maintenance issues that need attention. Showers back up, smells musty, elevator is multiple colors from chipped paint, the pool is closed, etc.. The staff will inform you that "housekeeping is closed on weekends." There is clutter in hallways from a lack of staff to keep the property clean and organized. Full Review: We booked this hotel in late 2019 for our 2020 wedding. With COVID, we were forced to postpone until July 2021. We had a contract that stated a rate, how the wedding block would work, how they would communicate to add rooms to our block and a date for when the block would no longer be available for guests (two weeks before event). We worked with a staff member to get the information and link on our wedding website, so that people could book online. Everything was changed to our new date. Fast forward to Spring 2021 as people are booking their rooms. Guests were being told the block was full and they were being forced to book at other hotels. We called the hotel and informed their Group Sales person, who never returned our call, but we didn't hear complaints, so we assumed they added to our block. We, the brides, booked our own room to test it out. We successfully booked and didn't have an issue. Later that day one room was cancelled. I called and learned they were unsure why it was cancelled. I was then questioned what wedding it was for. After much confusion, we learned they didn't have our wedding contract and there wasn't a block. The manager assured us she would fix the issue and explained that the person we worked with before was no longer an employee. She stated we needed the group sales rep, but that because she wouldn't return our calls or emails, she would take care of it. We offered to send our signed contract that we had, but the manager stated she didn't need it and would not only honor it, but offer rooms to our guests for a better rate than initially quoted. She asked us to update our website to have people ask for her directly to book their rooms. We felt better about the situation and proceeded to use the hotel. A week or so later, a guest of the wedding called us to state that a staff member was rude to them and said the brides needed to stop having people call for the manager. No one ever informed us of this, they were simply rude to guests of our wedding. Then we learned that people were being charged various rates and not the rate of the contract. When I called to address the issue, a staff member was once again rude and stated she was unable to help and I would need to call back until I reached the manager. As we got to the 30 day mark before the wedding, they removed our wedding block and we were unaware, as our contract stated two weeks prior to event. As people tried to book rooms, the rate jumped to $200+ per night. This is a three star hotel based on Chain, but a one Star based on condition. I called the group sales employee, but once again, never received a response. I called the hotel and was greeted by a newer team member who was the rudest of all. Everyone claimed there was nothing they could do despite my contract in hand. I stated my one regret was sticking with the hotel when the issues first surfaced. The manager said I should have chosen a different hotel at that point. I stated I would have, if the block was setup properly initially and I actually knew who was staying at the hotel, as we had paid for a Shuttle Service to take guests to and from the wedding. At this point, the manager and group sales person, who finally responded, decided to go through our list of guests who may have a room at their hotel. I received a long list of people who did not have rooms, some of which the hotel at one time had accidentally confirmed had a room, as there was confusion with name similarities. When we began to inform guests who believed they had a room, that the hotel stated they did not, they had to call the hotel to figure out the issue. Turns out it was once again misinformation. Most had rooms and a couple had their room mysteriously get cancelled, just like one of our rooms did initially. At this point, the hotel is now sold out, but we are still being treated poorly, despite bringing in thousands of dollars for a dilapidated hotel. When we arrived to check into the hotel it was 2:30 pm. Check in was not until three pm, which we didn't even consider in all of the mess in the months prior. We knew they would be difficult and decided to warn guests and just roll with it. Between 2:30 and 3:00 pm on Friday, the day before the wedding and the day of our rehearsal dinner, we unpacked the vehicles of five guest rooms, while one person asked to check in. They stated we would not be able to check in until 3:00. We literally waited with all of our belongings at the door and at 3:00 pm, they said we could now check in. We gave ample opportunity for this hotel to offer some kind of apology and make things right, but they never did. They doubled down on the issues and left the entire experience horrific. If you are planning an event, DO NOT use this hotel. If you are someone who wants a clean and comfortable experience with a hotel, do not use this hotel. We ended up embarrassed that we listened to the suggestion of the hotel. We rolled with it and just got through our big day and didn't let them ruin our moment. We understand that the past 16 months has been difficult on businesses, but with the number of errors and the treatment we received, I can confidently state that Hilton as a whole, not just Hampton Inn, has lost my business as a customer. Never again will I use them.
20-Jul-2021 Verified Review, stayed from Fri Jul 16 to Sun Jul 18 2021 at a $119.00 average nightly rate.