Hampton Inn Reviews

On December 28, 2010, we found bookings of 1,283.90 ($1,676.64?) and 16.05 ($20.96?) made by VISA from our account by the hotel. Unfortunately, I have never gotten any response to my written complaints to the hotel. VISA, my bank and ebookers.de seem to be effortless in straighten things out so now, my lawyer has to get working. Even Hilton.us never answered (they only promised to mail in three days max, then we never got anything). You may understand that I will circulate my experiences not only in Germany.

As a CEO of a medical complex, I will use my access to some Web sites. I think that my colleagues and their staff should know that they have to get all messages at the desks of Hampton Inn or Hilton hotels in writing before giving their credit card; otherwise, they would have to pay double as in our case. I often visited the United States (my son lived in Alabama for a year) but never made such bad experiences. I think I don't have to tell you: Never again, Hampton Inn/Hilton Group! What a shame, the hotels were never bad.

On January 1st, 2011 my mother-in-law passed away peacefully in her sleep. Mom was a community leader and a mover and shaker within the city of Temecula, California. A great many people attended her services, and an even greater number at her reception/celebration of life afterwards. After mom died, my wife and I flew directly from Atlanta, Georgia to Ontario, California driving on to Temecula. Over the next few days, we arranged mom's funeral services, which also included reserving rooms for incoming family. I was in charge of that task, as I am the one who schedules all my wife's job related travel out of Atlanta. My wife is a Hilton Honors Gold level member who travels for her work about one out of every three weeks. And, to this point, she has always had good experiences at Hilton hotels.

Not knowing what hotels there were in Temecula, I jumped on line and did a quick search. I immediately found the Hampton Inn. I called to see if we could secure a price break of some sort. It's because I had a feeling we might be needing more than just a few rooms. I spoke with Chris in the sales department and he was great. He offered a fair discount. I told him I would call as soon as I had an exact number of rooms needed.

On Thursday, January 6th, my wife and I came to the hotel with a list of names, so we could pre-register our guests and arrange payment (we paid for all their rooms). Karen helped with check-in and was a joy to work with. Because we wanted to pay for the rooms before our guests checked in, Karen had to leave the front desk area to ask Miss ** (I assume) what the process was for charging our credit card before our guests arrived. Miss ** (again, I assume) explained the process to Karen. And she began checking people in and charging our credit card (Miss **, if it was her, never left her office to come to the front desk). It was going to take a while. So, Karen said she would send receipts to me via email. We also made sure to inform Karen that our guest list was somewhat fluid and there might be additions for Thursday and Friday.

The credit card we gave Karen was my mother-in-law's credit card. It was a Wells Fargo Visa card with a $25,500.00 credit limit. I don't have a lot of experience with the law as it applies to a family member's death. And my wife had power of attorney and was a signee on mom's Wells Fargo bank account. So, we figured we could use her credit card to handle most of the expenses relating to her funeral (keeping it all organized and buying a little time to settle the estate). Later that morning, I began receiving confirmations via email that the rooms were paid for. On Friday morning, January 7th, one of our guests told us that another couple had arrived at the hotel but they weren't able to check in. I was a little puzzled. I immediately called the hotel thinking I had screwed up by not including their name on the list of Friday check-ins. I think I again spoke with Karen who told me there was a problem with the credit card and she needed to transfer me to the manager (once again Karen was very pleasant).

We had used the credit card to pay for a number of expenses the day before (obituary, catering, rooms, etc.). When we tried to use it at the funeral home Thursday night to pay those fees, however, the charges were rejected. My wife spoke with a credit card representative who explained that regardless of her power of attorney and signing privileges on mom's bank account, the credit card was now canceled. Not being able to use the card wasn't really a big deal. We had other forms of payment and immediately settled with the funeral home. Neither of us were sure if the charges posted earlier in the day would be honored. But we figured that if there was a problem, we could take care of them as they came up just like we had with the mortuary.

Upon being transferred to Miss **, I started to explain what had happened. Because we were in the process of getting ready for mom's services, I knew I needed to keep things short. So, I planned on giving her the paraphrased version of the story (and offer another form of payment). I was no more than a sentence into the conversation when Miss ** abruptly cut me off. In an extremely condescending manner, I was told she knew the whole story, didn't have time to hear it again, and could I get to the part about how she was going to get paid. I was stunned! Every gesture of good will generated by the Hampton Inn staff was dismantled in less than 15 seconds. And it was done by the properties general manager, Nadine **. Because I knew immediately what kind of person I was dealing with, I started dishing out the same level of insolence, cutting her off more than a few times in an equally condescending and rude tone. I asked (abruptly) if I could give her another credit card over the phone. But I was told I could only do it in person. I told her I would not be in until after the services and the reception. But I would be in. That was the end of the call.

After hanging up, one of mom's sisters informed me that earlier in the morning, Miss ** had a run in of some sort with another of our family members regarding payment for the rooms and that discussion hadn't been a positive one. I am not 100% clear on what, if anything, actually took place or was said between our guests and Miss **. But I will be calling everyone involved to find out exactly what happened so I can post it later.

Later that evening, after burying my wife's mother, I arrived at the hotel to pay the bill. The front desk clerk, Nadine, like Karen before her, was sensational. She was aware of the issue and even apologized, inferring that Miss **'s behavior wasn't all that shocking (she didn't actually say those words, but a deaf and blind man could read between the lines). Guess what happened next? Miss ** had told Nadine that all the charges previously rung up could remain on my mother-in-law's credit card. I only had to take care of the two rooms that hadn't already been paid for. I guess it's because the credit card company had approved the charges in the first place. They were going to honor them. Isn't that amazing? A new level of poor customer service was achieved by the general manager, after I had already spent more than $1,000.00 at her hotel all over two rooms. And she wasn't smart enough, professional enough, and brave enough to call me and apologize for her behavior (I would have welcomed her call and that would have been that).

The next morning, I sent an email to Hilton's complaint department, detailing our experience and telling them what steps needed to be followed to rectify the situation. Apparently, Hilton has a policy that allows the property in question to try to resolve guest complaints. That's real sweet. But under no circumstances am I going to allow Miss ** to handle her own complaint. This woman brought my wife to tears on the day she was burying her mother. Her actions will not be swept under the carpet because Hilton's complaint department is too lazy and stupid to address the problem in the manner I requested. Until this situation is resolved, I would recommend that anyone and everyone avoid this hotel like the plague.

We called hotels.com early in the morning and they stated that they had no problem providing the refund under the circumstances. However, they needed the approval of the GM of the property. The GM, Mr. Michael **, was contacted and he would not approve the refund because we did not cancel within 24 hours. We explained to the hotel that we could not have possibly foreseen the Saturday night events and that we still wanted to stay at the hotel at a later date, however, they will still not approve the refund. In fact in my opinion, the hotel staff seemed uncaring and unhelpful and couldn't care less about our circumstance.

The Guest Services toll free number was of no help and their staff seemed just as uncaring. After my third call to the Guest Services number, I finally reached someone who seemed to care, however, she was unable to help me.

I called the hotel again on January 3rd to speak to Mr. **, but unfortunately he was not in. Instead, I was put through to the manager on duty by the name of Binny. After him not being able to help and satisfy my issue, and once again a Parsippany/North staff member who seemed to care less, he proceeded to use profanity and go off on an F-bomb tirade towards me. Obviously, I was shocked.

Once Mr. ** heard of this conversation, his reply was not of apology or even concern. He blamed me as Binny had obviously lied about the conversation in order to make himself look better. Regardless, a hotel manager telling me to ** and go ** yourself. Are you kidding me?

I have been met with nothing but poor customer service at almost every turn from the Parsippany / North NJ hotel itself to almost every person that I have talked to in Guest Services at the Hampton Inn/Hilton. I even had someone I know personally call anonymously to the hotel to ask a question that I thought might help me and the Parsippany / North staff member who answered the phone was also rude to them. I have no idea what is going on there, but I strongly suggest that you stay away from this hotel. I can only imagine if I would have stayed there and I had a problem in the middle of the night with one of my kids. It sounds like if I would have had to ask for hotel help, I would have been greeted with a resounding "no" and "we don't care."

I checked out the same day, 11/26/2010, I check in and received a bill for $84.32. I told the guest service they could take it off my credit card. A few days later, after reviewing my financial statement, I discovered that in 11/29/2010, I was billed an additional $108.41. I spoke with the manager Gordon in the Detroit/Roseville location who stated there is nothing he can do about it. I also spoke with a guest assistant who stated that there is nothing they can do about it either. Can I please have some assistance in this matter because the charges are incorrect and should not have been taken off of my card after I check out without my acknowledgment. Thank you for your time in this matter.

The hotel managers, Shannon and Misty, told me they would not make arrangements for me to stay in another local hotel for the night, and the company would not pay to put me up in another local hotel for the night. As a result, after sleeping in my car all night, I had to use the bathroom in the morning at the local gas station, then drove to work without a shower, and wearing the same clothes that I slept in.

The manager promised to take care of the matter, but then refused to speak to me, saying issue was "forwarded" to insurance company. I have heard nothing from my complaint. I was over-billed for room, and not credited for two nights. They even billed me for someone else's room, and have not corrected it. I am allergic to the bites, and have suffered swelling, scars, and damage to all my clothes and goods.

The maid of honor's little boy slipped in his bathroom and hit his head on the inside of the tub the same night. I talked to the desk clerk and he said they spray something on the tub after cleaning it and he asked if I was alright. I told him I was hurting and he again asked if I was alright. There was no report made. I got the impression from him that this was not uncommon. I am 56 years old and have never slipped in a tub before. Whatever they use in the tubs needs to be discontinued before someone dies in there. I was afraid to bathe again until we left the hotel. My husband said it was less slippery the third day since we didn't have room service.

I have a huge bruise on the back side of my thigh and pain. My rib cage on the upper left side is still tender after 10 days and I can't lay on that side, lift anything heavier than my purse and I can't reach up with my left arm without pain. It feels like I have a baseball in my left side just below my breast. I work in a pet store and regularly lift up to 40 pound bags. I can't do that now and my activity at work has been limited. I plan to try to get an x-ray now that the holiday weekend is over.