We conducted a group event at this hotel this weekend and from the moment I arrived the customer service was a complete miss. Normally when I arrive at a hotel to conduct an event the hotel event coordinator is there to welcome me and to make sure the details of the conference room, catering, etc are all acceptable. At this hotel when I arrived Ashleigh, the event coordinator, was no where to be seen. In fact I was never contacted by her the entire weekend. The man at the front desk when I arrived at 2 pm seemed clueless. Since our rooms were not ready yet we left for a while. Once we returned to the hotel there was a different staff at the front desk. We went to check out the conference room and the two meeting rooms we would use for childcare that were in our contract. Only one of the meeting rooms was opened. When I asked Cory at the front desk about opening up the second room he proceeded to debate with me about whether we had one or two rooms in the contract. I was looking right at the contract and it said two rooms but I had to convince him of this.
Once is was straightened out we went to our hotel room which was clean and very nice.
At 5:30pm when I returned to the lobby area to see if our caterer, that was clearly in the contract, had arrived there was no caterer to be seen. I called my contracting agent who contacted the hotel, specifically Cory at the front desk. Cory at first denied that the hotel was responsible for feeding us dinner, even though it was in the contract. Then finally when we were able to convince him and I guess Ashleigh, who he was speaking to on the phone but who never spoke directly to me, Cory offered to order us pizza. The hotel was being paid $16 per person for dinner including all the children. Pizza was not an acceptable solution. By 6:30pm, dinner was suppose to happen at 6:00, we finally got Cory to offer to send us to a local restaurant called "The String Bean." This restaurant and it's staff we're excellent and took good care of us even though we completely over whelmed thier staff with our numbers and it took hours to get everyone food (I did not receive food until 8:30pm).
During this entire episode dealing with the hotel completely dropping the ball in arranging us a caterer for dinner never once did I receive an apology from anyone at the hotel. In fact I got the distinct impression that I was nothing more than an annoyance. I attempted to be pleasant to the hotel staff since all I wanted was for the families from my event to get some dinner but Cory specifically was nothing but short with me.
Once back from the restaurant one of the families attempted to get a roll away bed from Cory at the front desk. This was something I had arranged for with the man at the front desk at 2pm, who said he would leave a note for the evening crew. Cory proceeded to argue with this family and tell them that they were not suppose to have a roll away with a 2 bed room. Eventually the family got the rollaway but not before feeling frustrated and upset at this hotel employee.
The remainder of our time there was acceptable but not once was I contacted by Ashleigh, the event coordinator, the hotel manager, or any other member of the staff to apologize for the complete disaster that first night. I will not be recommending anyone I know to make use of this hotel when visiting this area.
If you have very little interaction with the staff this will be a good hotel as the rooms were clean, spacious, and the location was very nice. On the other hand if you have any issues or need the help of the staff this hotel will definitely disappoint.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I want to thank you for positng a reveiw regarding your stay with the Hampton Inn Belmont, NC.
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I appreciate the kudos you gave us about the cleanliness of the rooms, which we strive to make as confortable as possible.
I do apologize for for the inconvenience of not having dinner set up for the group at the appropriate time. It was an oversight on our part, but I am glad we were able to send you to a nice restaurant that could accomodate your group,
It does clearly state in the contract that food was to be provided. I truly apologize for our oversight and not living up to our standards. I was here Thursday when some of the group was checking in and had good conversation with the guests. I was not available Thursday evening and I am truly sorry I was not here for the catering problem. I was here Friday morning and again I experienced a rewarding visit with the Army Strong Bond guests during breakfast.
I have spoken with Ashley , Cory and, and our Director of Sales, Lynn and
shared this information with each of them .
We all take full responsibility for not double checking the contract to make sure we had everything covered.
I hope you will give us another opportunity to serve your group on your next visit to our area.
Please call me if you would like to discuss this further.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.