Their shuttle service to/from the airport is horrible. When you land at the airport and call them to be picked up, they will tell you it will be there in 15 minutes. It won't. It will be there in 30-40 minutes. After you've waited 20 minutes, you'll call them to ask about the driver's whereabouts, and they'll give you a scripted, "He's 2-3 minutes away." More lies. When I checked out, the van driver left without me, so they found another driver 10 minutes later who got lost on the way to the airport, which made me even later. I've stayed here about 30 nights in the last 6 months only because the company I work for has chosen this hotel. I've stalled on putting up a review time and time again, but since I haven't had anything other than the experience I described the last 5 times I've stayed here, I had to write the review to let others know. Also, make sure they don't shove you in a handicap room if you're not handicap. Just trust me on this one. The manager told me he was fully booked that night when I checked in at 5pm. He put me in a handicap room with loud noises in it. He said it was all he had, but after I said I can't sleep in the room with all the noise, he found a non-handicap room. I thought all he had was the bad handicap room? It's hard to get anyone behind the desk to tell you the truth on anything.
Just make sure you're not in a handicap room.
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
July 8, 2013
Report response as inappropriate
I sincerely apologize for the unsatisfactory level of customer service you have received while staying with us at the Hampton Inn Cascades.
We do offer a complimentary 24 hour shuttle for our airline crew members. We leave promptly at the top and bottom of every hour and do our best not to exceed the 30 roundtrip window. Unfortunately, at times circumstances such as traffic and weather do cause slight delays. We are 9 miles from the airport and traffic in the metropolitan area can be quite challenging.
I have addressed my team to ensure they are quoting accurate wait times. I encourage them to be in constant contact with my drivers, safety permitting.
I see from your review you have been staying with us during our busiest season of the year. I do apologize that you were dissatisfied with the handicap room provided upon your recent check-in. However, we have a substantial amount of this room type in order to comply with the State of Virginia's ADA requirements. I have spoken with my evening supervisor to ensure he is making guests aware of the their room types upon check-in to avoid a similiar situation in the future.
Thank you very much for taking the time to share your experience with me. We are constantly striving to exceed our guests' expectations and feedback such as this gives us insight and areas we need to improve.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.