Our 'experience' began with a $30 surcharge over regular rates due to the 'Masters Tournament'. We were denied the normal AAA rate for good customers.
We were delayed at check-in because the cleaning staff were still making up rooms at 6:45 pm. One elevator was inoperable and the first floor call button for the second elevator was not working ... a real problem when you're situated on the 5th floor. The hallways were filthy and garbage in the hallway was only partially picked up by the staff, the remaining garbage still being present at check-out the following day.
The room was horrid, from overly noisy air conditioning, to hair left in the bathroom, to chipped furniture, to rotting caulking around the bathtub, to untucked sheets that had been thrown on the bed, to a very uncomfortably hard bed, to unvacuumed carpeting.
Breakfast was poor with a 5% orange juice/95% water mixture in the dispenser, luke warm water for tea, empty milk containers, fresh fruit that was limited to bananas which belonged on the reduced table at the local supermarket, all taking place while the attendant was busy chatting up her co-worker friends. There were no take-away lunch bags from the kitchen.
Some latitude is deserved as this property is under renovation. But, that's no excuse for the problems we identified. A newly renovated property will not correct the unmotivated and incompetent staff. This operator's licence should be reviewed by Hilton as it is an embarrassment to the chain.
The only thing that resembled Hampton Inn policy was that they refunded our money.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
April 12, 2012
I want to personally apologize for all of the issues you encountered during your stay. All of this falls directly on my shoulders as GM, and I am extremely unhappy that we let you down in such a large fashion. We did face some unusual and unexpected challenges that day (on top of renovation) that really affected our service and product. Unfortunately, your stay occurred during this frustrating time, and the end result was a completely unacceptable performance for our hotel. I am deeply embarrassed by this situation, and I apologize for the issues during your stay. This is not a reflection of our typical standards.
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Please check your messages - I am sending you a message to discuss a few of these items personally.
- Adam Miller
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.