Hampton Inn

Hampton Inn

 3.9/5 (371 reviews)

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Overall Rating3.9 out of 5
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Page 1 Reviews 0 - 10
Rated with 1 star
Verified Reviewer
Original review: May 18, 2023

I called to change my check in date due to a medical emergency (which they kindly did) and hotel management accidentally changed my check out date to one date earlier as well. When I didn't check out on time because I was unaware, they failed to follow policy by calling me prior to entering my room and pilfering through my belongings. They only called me once after they invaded my privacy and packed my belongings in garbage bags. I tried to complain at the front desk when picking up said garbage bags but they would not accept responsibility and asked me to leave. When I was making a complaint to corporate in their parking lot, they were staring out the window and flipped me off. Super unprofessional.

The complaint was escalated by corporate but subsequently closed the same day by the hotel. The hotel lied in the resolution and said they called me multiple times before entering my room so it sounded like they were following policy, even though corporate has record of the hotel admitting that they didn't follow policy. I also have cell phone records of their lies. Their reasoning behind not following policy? - they don't have time and housekeepers don't have access to customer phone numbers. I call that poor management and internal procedures. I was never once contacted when my ticket was closed by the hotel.

I had to call corporate back several days later to learn the status of my complaint. I would say do better, but this hotel is hopeless. Hilton's complaint resolution process could also use revamping, if the hotel is allowed to just close formal complaints at their own whim and I don't even get so much as an automated email response. I declined hotel points as a resolution because the amount offered was not worth the risk of staying at another subpar hotel. I will continue to share my poor experience due to lack of resolution and will encourage others to avoid Hilton Hotels at all costs.

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Rated with 1 star
Verified Reviewer Verified Buyer
Original review: April 12, 2023

We arrived Tuesday 4/4 and when we got there they had plastic all over in the lobby and primed columns. And the entire hotel 1st floor smelt like wet paint. When checking in, the lady at the front desk said they overbooked their hotel and no longer have the room available that I initially booked (and paid in full back in February). As an inconvenience, they said they would put us in a room with a king bed suite with a joining 2 queen bedroom. I asked 3 times to make sure there was enough room and that there was still a pullout couch and 3 additional beds- they confirmed yes. Everything was good – it worked out and we got settled in.

The next morning I get a call from the GM and she said, "We now have the room available you initially booked so we will have the keys available for you to pick up and move into that room." I was out and about on vacation in TN so it caught me off guard – since we were NOT made aware this was just a 1 night fix. Had we known we wouldn’t have unpacked everything in our hotel room. So I stated we were given the room as an inconvenience and not told it was a temporary thing and that we got everything unpacked already. The GM then stated if we don’t move we would be charged for the additional room. I specifically said (and please pull the call) NOT TO CHARGE ME and that I would speak to them when I got to the hotel.

Well, 1 hour after that conversation and out and about with my family I use my card, and it's declined. I check my account and see a hold has been placed on my card for the entire 2nd room they put us in maxing out my credit card. I call back and speak to them and GM says I told her I refused to leave the room – which I did NOT – and that I told her not to charge my card (she confirmed I told her that) and it went all downhill from there. Obviously I was extremely irritated. I am on vacation and not even at the hotel and 30+ minutes away doing things we had planned and now I cannot do anything because they maxed my card out with this hold.

I skip dinner to go to the hotel and get this figured out. GM said they will remove the hold immediately once they have the keys to the other room. When I get to the desk, they give us a key to the new room – we go repack everything back up again… And now they put us on the 1st floor that has a very strong smell of paint fumes. As soon as we get into the room – my mom's throat closes. She cannot be around smells like that and with this being extremely strong – it wasn’t good. I went to the front desk and asked if we can get into the same room on a higher floor and they tell me they are all booked up and cannot accommodate. So I let them know it’s a medical situation and my mom physically cannot be in the room. They didn’t seem to care too much.

But, she did call me back and say, "Well if your mom is having a reaction she should come into the lobby and get fresh air." So I ask what are we supposed to do after she gets fresh air, she cannot stay in this room and if they didn’t have any rooms available we would likely have to find another place to go. I even asked if they can put us in a sister hotel and they said they cannot assist us with that. She called back again and said she spoke to maintenance and they said the room hasn’t been painted. So of course I say I never said the room was painted, your entire lobby was painted – and the general manager said “no it wasn’t”. This was a bickering back and forth situation.

My family and I were trying to call around different hotels and the GM called my phone at least 3 times asking what our plan was because they needed to know if they can book out the room we were in. I finally found an Airbnb – but before I booked it I went out to the front to make sure I was going to be refunded. They said I wouldn’t be charged for the remaining days if we were to leave but I would be charged for the 1st night we did stay. Ok fine... well they continually ignore us when we are standing there, give constant attitude and it was just an absolute terrible situation.

My mom walked outside to call the police to assist since these ladies were being less than accommodating – and this is your GM of the hotel. My mom wanted to record the manager saying I would be refunded. As soon as we said record – the GM and other lady completely acted like we weren’t there and said I don’t want to be recorded. So I didn’t record them… I said I will not record you… and they continued to ignore us.

At this point it's past 6 pm and we have no place to go or the Hampton Inn would’ve had medical bills on their hands. So we ended up booking the Airbnb we found since all the other hotels didn’t have a room big enough. I had my keys in, stand there and the GM looked at me and shrugged her shoulders. So I say I am just waiting on the printout for my refund and checkout. And she says “if you want a refund you can wait on the cops, since I called and they are on their way”. So I say ok, waited outside for over 30 minutes – no cops showed up.

So I go back inside and ask when they were anticipating being here because now we need to check in to an entirely new place and are hungry and it's getting late. The general manager's response was “I don’t know the cops' schedule”. And continued to ignore us… well she ended up pointing at the door saying “you can leave”. So we left, I didn’t get my printout and I reported these charges as fraud – because that’s what it is at this point. I have yet to receive a refund and per the email below – the hotel is also refusing a refund they specifically said I would get as an inconvenience once again for the medical situation if we decided not to stay there.

The general manager specifically said they would refund us for the room if we don’t stay there but would be charged for the 1 night we were there and once the keys were returned they would release the hold for the other room they put us in as an inconvenience for overbooking the room type we had. I reported this as fraud with my bank. We were only there for 1 night and had to book an entirely new place and pay for that too.

The room we were in, when we plugged something it – it even sparked. There was supposed to be free breakfast included in the lobby (where all the construction was) – this wasn’t even mentioned on the website about the property being under construction when I booked it. I attached the photos we took of the hotel and the lobby where we are supposed to be eating, the vents in the room we were staying in and the trash everywhere outside.

ALSO, their entire policy is 100% satisfaction or money back. See below. I am hoping someone can assist in this and getting a refund – I don’t have any issues paying for the 1st night we stayed – although given the circumstances I would want a complete refund – however, I am not going to pay for the remaining 4 nights we were pushed out of this hotel and did not stay in.

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    Rated with 5 stars
    Verified Reviewer
    Original review: Feb. 27, 2023

    Kaleisha ** in the Pineville Hampton in was our cook! She was so sweet and amazing to all of us! Very attentive and kind. Couldn’t say I have anything bad to say about my experience. The food was well made. We actually came before the actual breakfast time because we needed to leave, and she had food and everything out already and allowed us to go ahead and eat! Very kind! We stayed in room 100.

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    Rated with 1 star
    Verified Reviewer
    Original review: Feb. 9, 2023

    Stayed at Hampton Inn at Tarpon Springs. Was never given a hard copy of anything. After getting home found that for a one night stay for my pet I was charged over $100. This is excessive and not of good practice. Extremely disappointing.

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    Rated with 3 stars
    Verified Reviewer
    Original review: Jan. 29, 2023

    We stay at the Gloucester Virginia Courthouse Hampton Inn approximately 8 to 10 times a year. We’ve noticed things have gone downhill lately. I had to go find and tell the lobby desk person that the hot water in the lobby was empty. I had to ask the lady who works in the dining room for butter. We had to wait approximately 5 minutes for the water to get hot in our room. And the worst thing we observed was a guy who came into the kitchen serving area in a bathrobe and slippers. It was disgusting. It is obvious to us that the quality of this hotel has diminished greatly in the last year. Unfortunately there are not many hotels in Gloucester to consider.

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    Rated with 1 star
    Verified Reviewer
    Original review: Jan. 12, 2023

    My husband and I have always stayed at Hampton Inns when we travel, but we will not be staying at this one ever again. We travel with a small dog (11 pounds) who is very well-behaved. She is non-shedding, doesn’t chew furniture or have accidents, and is never left alone. It is common for a nice hotel to charge a nominal fee for a pet—we understand this, and have gladly paid the $25 nightly charge at every other Hampton Inn that we have stayed at since their corporate office instituted this charge.

    We were in for a rude surprise when we checked out of the Hampton Inn in Nacogdoches, however. The pet fee at this Hampton Inn was $75 per night—three times what other Hamptons charge. We were not informed of this non-refundable fee in advance, even when we signed their pet authorization form. Yes, this charge is mentioned on their website—good luck finding it, however, especially when you book through a third-party site, or assume that all Hampton Inns charge the same amount for a pet.

    I get that their rooms were recently renovated, but our little dog did not damage the room or furnishings at all. Most people would have left a bigger mess than she did (none). We always tidy our room before we leave, and make sure to leave a tip for the housekeeper. For the $75 extra we had to pay for the 9 hours we were there (not to mention the price we actually were charged for the room), we could have stayed at the Red Roof Inn for three nights.

    We would have, and always have been, willing to pay an extra $25 per night for our pet. But $75 per night is unreasonable and untenable. We even would be willing to pay the $75 upfront if it were a refundable fee, knowing that we would get at least $50 of it back after proving our dog did no harm to the room. But a non-refundable pet fee of $75 PER NIGHT is beyond ridiculous. It seems to me that Hampton Inn is in need of a uniform corporate policy to regulate what individual hotels can whiz you for a nightly pet fee. We will not stay here again.

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    Rated with 1 star
    Verified Reviewer
    Original review: Dec. 31, 2022

    This place is disgusting. Health department for the city of Houston should shut it down until mitigation of mold and musty smell can be removed. Owners know about it as it has been reviewed before but nothing is being done.

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    Rated with 2 stars
    Verified Reviewer Verified Buyer
    Original review: Dec. 30, 2022

    The Hampton on Van Voorhis in Morgantown WV does not stand behind its 100% guarantee and ignores complaints. The internet doesn’t work, the bathroom has no towel racks, the rooms have 3 dim light bulbs, there’s one blanket in the musty cabinet for 2 beds, and the breakfast buffet is underwhelming. If you drink caffeinated tea, forget it. The customer desk is manned on weekends only by a guy working construction on the hotel—a nice guy, but that’s not his job. We’re Hilton Honors customers and my complaints were completely ignored.

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    Rated with 1 star
    Verified Reviewer
    Original review: Dec. 12, 2022

    The check-In process was excellent. My daughter & son-in-law stated the room was excellent accommodations. My family traveled from Durham, NC to Tabor City to attend their grandmother 80th birthday party. My daughter's birthday was 12-9-22, a miracle daughter who survived 5 bullets from a gunshot & a survivor of Leukemia. My daughter & son-in-law was checked into the Hampton Inn at 9PM on 12-10-22, traveling from Tabor City to Fayetteville. The staff at the Hampton Inn harassed them on the morning of 12-11-22 from 11:30-12 Noon, calling them & banging on the door. This is unacceptable behavior because we were promised an extended checkout of 12 Noon. My contact number is **. Location: HAMPTON INN FAYETTEVILLE FORT BRAGG. HAMPTON INN FAYETTEVILLE FORT. 1700 SKIBO ROAD, FAYETTEVILLE, NC 28303.

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    Rated with 1 star
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    Verified Reviewer
    Original review: Dec. 6, 2022

    Questionable Morals here. My wife, in our haste to get to the airport at 3am forgot a bag of jewelry in our room containing a family heirloom and several pieces I’ve bought her over the years. My wife called a day after our stay, once realizing the bag of jewelry was missing, spoke to two of the management staff who both attested to never having seen the bag. When returning to AZ a couple weeks later we ran over to the hotel to double check if it had turned up and it was then that one of the management staff (one with whom my wife had spoken to over the phone) claims having seen the bag the day after we left in the manager’s office but never called us.

    Now the bag is missing and we feel we’ve been lied to. Called Hilton Honors to get some help and they were useless. The GM would have conducted his/her own internal investigation which is comparable to my stealing your car and letting me do the investigation, pointless! We’re DONE with anyone or any hotel affiliated with Hampton or Hilton. I have no room in my life for people/companies of this caliber. Hope this doesn’t happen to anyone else!

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    Hampton Inn author review by ConsumerAffairs Research Team

    Hampton Inn was founded in 1984 as a member of the Holiday Inn family. Hilton Worldwide acquired it in 1999, and its name changed to Hampton by Hilton in 2007. There are currently over 2,100 locations around the world.

    • Hilton property: Hilton owns Hampton, so guests can use their Hilton HHonors rewards at this brand. These properties also support the same community initiatives as Hilton Hotels and Suites.

    • Satisfaction guarantee: Hampton has a 100 percent satisfaction guarantee. If a guest does not feel the hotel met their expectations of service or cleanliness, they will not be charged for their stay.

    • Fresh bedding: Hampton’s Clean and Fresh Hampton Bed program ensures that guest bedding is always clean. Duvet covers are washed between each guest’s stay, and all bedding is white, making it easy for travelers to spot dirt.

    • Free hot breakfast: All guests at Hampton receive a free hot breakfast every morning. Options include fresh waffles and oatmeal as well as cereal, yogurt, fruit and more. On the Run Breakfast Bags are available on weekday mornings for guests who need to get out the door quickly.

    • Special discounts: Hampton offers special discounted rates to many groups, including AAA, CAA and AARP members as well as members of the military and their families and those 65 and older. They also have special promotions throughout the year.

    The ConsumerAffairs Research Team believes everyone deserves to make smart decisions. We aim to provide readers with the most up-to-date information available about today's consumer products and services.

    Hampton Inn Company Information

    Company Name:
    Hampton Inn