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  • *UPDATE*: After I was forced to file a complaint with the Better Business Bureau, I was contacted by the manager who told me they issued me a refund on 7/21/17. I doubt that actually happened since this refund STILL has not shown up on my credit card . Further, when I initially checked in, they put a pending hold on my credit card for over DOUBLE the amount I was charged that, and, after two weeks, they have still not removed. So that is even MORE of my money they are tying up. Flat out unacceptable. I want to start off by saying that the one bright spot of the weekend was the front-desk employee named Shane. Despite issues at check-in, he was polite, courteous and helpful. We also saw him helping out other staff members throughout the weekend. All other employees, however, need customer service training. First we didn't receive our key until almost an hour after check-in because the system wouldn't let them assign the room to us. That first night we noticed the sheets on the pull-out sofa were dirty with food stains so we had to call down for a clean set. Then, housekeeping did not service our room the next day. When we called down to the front desk to inform them when we returned later in the evening, the lady said she needed to send someone up to "verify." The gentlemen who showed up was rude demanding to know "What wasn't done" (although it should have been obvious) and then said "Well what do you want done?" Breakfast was also not handled well. They had one poor woman working to refill all the food even though it was SWAMPED for breakfast. She couldn't keep up with the crowd so food ran out by 9:15. The icing on the cake of the weekend was when we received our check-out bill via email later in the day after we checked out. We had booked the room with points but were charged for the room. When we called to get this error corrected, the girl at the front desk first just transferred us to a manager. When the manager didn't answer, we called back politely letting her know that we really need to get the issue taken care of. She hung up on us and refused to answer the phone after that. We love Hampton and the Hilton line of hotels and will continue to stay there. But this particular hotel is an embarrassment to the brand and is VERY POORLY run
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