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| - We stayed here with our softball team for a softball tournament. My husband is the manager and it was his decision to book this hotel for our group. The location was close to the field as well as many shops and restaurants, they provided free breakfast, and the price was reasonable for all of our families to stay here. We booked a standard room but were offered a suite for $10 more so that was great! The suite had a King bed and a sofa bed for our daughter. It also had a fridge and a microwave which was nice. The room was very spacious for the 3 of us. Breakfast included a waffle station, hot items, cereal, fresh fruit, juice, assorted bread, etc. I also asked for soy milk. They gave me the last one but said they would make sure to get more for me for breakfast the next morning. The lobby was comfortable and large enough to accommodate our group. It seems that the hotel was not full as I saw the parking lot was fairly empty during our stay. The kids enjoyed swimming in the pool. So pretty much everything was good except this one issue...housekeeping. Our room was not cleaned so I called housekeeping. There was no answer. I left a message. We returned to the room later that day. Still the room was not serviced. I called the front desk. She said "oh, we don't answer the phone on weekends". I was shocked! Who says that???? This is a hotel. Service is 24/7. Rooms should be cleaned daily. Every phone call should be answered! So by that time I was so tired I wanted to take a nap and not be bothered. I just asked for fresh towels and extra shampoo. They delivered towels. The towels were damp. Unacceptable. We called again. They brought new towels. So we received two handwritten notes of apology. The first one came from "The Hampton Team" with some snacks. The second note was from the manager John who I spoke with in person the next morning at breakfast. I told him this whole situation and he was very good about taking care of us. The Hampton Inn has a 100% satisfaction guarantee. He stood by that. We were not satisfied and gave us credit for one night stay. He also went and found almond milk for us. I have a dairy and egg allergy and having a dairy alternative is important to me and my daughter. I really appreciate all that he did personally to make us feel welcome and try to improve the situation. So although we had an issue, I want to thank John for resolving it in a professional manner. We will keep this hotel in mind should we return for future softball tournaments. I was going to give this a lower rating however due to your satisfaction guarantee, it has been improved to a 4. I would not have been happy paying full price without receiving full service. By the way, it was Mother's Day weekend. I accept your apology.
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