Hampton Inn

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.

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.

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.

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!