My son and I stayed at your hotel this past Saturday night. I have stayed at Hampton Inns in the past during multiple trips, including one driving across the country where we stayed at Hampton Inns only on each night of our trip, and have always gone there because I could count on it to be extremely nice, clean, and comfortable. After our stay at your hotel this past weekend I will never feel the same way about the brand.
The first problem happened when we arrived and there was construction in the lobby. It would have been nice to be informed about that prior to our arrival because my son has autism and the noise and smells made him extremely anxious. If I had been informed about this at the time I made the reservation I could have prepared him better for that situation. Next as we were checking in the girl who was working questioned me about why we needed the accessible room. I had to explain it to her in front of my son, who is self-conscious and gets embarrassed when I talk about him, especially when I discuss his special needs. He actually does need the additional restroom supports and I felt it was inappropriate for her to ask. I did not appreciate her embarrassing him like that. When we went to the room I noticed that the bathroom smelled like deodorizer and urine. The bathtub was stained and a little moldy and there was grunge in the corners. Later that night I stepped on a piece of chewed up gum with a hair in it, and that is when I noticed how dirty the carpet was. It was stained and had crumbs all over it. When we went to the pool it had a musty smell and a ring of mildew underneath the inner edge.
The next morning we were awakened EARLY by the sound of the housekeepers talking loudly in the hallway. It must have lasted for at least an hour. Maybe if they spent more time cleaning and less time talking your hotel would not be do disgusting. We went downstairs and I spoke with the young man who was working at the time and he offered me some water, candy, and a $5 Subway gift card as a consolation. After we went back up to get our things together the housekeepers proceeded to stand outside our room talking, and when my son made a loud noise they knocked on the door to see if they could clean it at 9:30 am, even though they knew we were still in there because they had seen us going in and could hear us inside. As we were leaving they stood in the hallway pointing and whispering about how I was the lady who had stepped on the gum. Seriously? This experience was totally shocking considering the level of comfort and service we have had at every other Hampton Inn we have stayed in. I am completely shocked by how horrible it was. Vitamin water, candy, and a $5 sandwich do not nearly make up for the discomfort I experienced.
I have not received any response back.
Be sure to inspect your room and any other areas you plan to use prior to checking in.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
The remodel of our lobby is now complete and we can offer a beautiful updated product for our guests. Of course, any remodel is not without the pain of going through the inconvenience of the construction. I am sorry that it impacted your stay. Please know that asking for information regarding those needing an accessible room is only done for the safety of our guests. If a fire or other disaster should take place, our ADA log book would give emergency personnel valuable information that could save lives.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.