We stayed at this hotel for 3 days and had a broken toilet for 2 of our 3-day stay. The hotel told us they would move us to another room, but they were completely booked with three wedding parties, and they told us there were no rooms available. I had prepaid for the room online, so could not take advantage of the "100%-satisfaction-or-you-don't-pay" guarantee. When we told the front desk clerk we would be filing a complaint, she was defensive and mildly-accusatory and implied that since we had paid a discounted rate, we did not deserve the exceptional customer service the Hampton Inn prides itself on. We wrote a complaint letter to them, left several messages for Sana Orabi via email and voice mail, and have made multiple phone calls to Hilton Corporate. We have been told by Hilton Corporate multiple times the Cleburne hotel would be in contact with us to resolve the matter, but we have never received a response of any kind from anyone at the hotel. The hotel also wrongly wrote in their notes that they offered to move us to a different room but that we refused. This never happened, as the hotel was at capacity and we were told there were no rooms available. We were told that the hotel mailed out a voucher, which we never received. An error like this is forgivable if a company follows through on their word and refunds money paid when the stay is far less than satisfactory; however, I would not recommend a stay at this hotel to anyone unless you want an unpleasant stay and a headache on your hands.
- Official Description (provided by the hotel):
- The Hampton Inn & Suites Cleburne is just 24 minutes from Fort Worth and less than one hour from Dallas. Start your day with a free hot breakfast featuring our famous waffles every morning or grab Hampton's On the Run Breakfast Bags™ (Mon-Fri). Enjoy free high-speed internet access in every room or get caught up on work in our 24-hour business center. Reenergize in the exercise room or get a snack in the on-site convenience store. Meeting rooms are available for up to 110 guests. ... more less
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