I am a frequent traveller and Diamond Hilton member- by far this was the poorest "managed" hotel I have ever stayed in. This was the second time I stayed at this hotel for business. The first was in Nov 2010, and the entire floor I was on had workers replacing the floor wall guard, and they were very noisy, yelling at each other, stapeling and hammering, starting early in the morning. I complained in a written letter to the management and they never had the courtsey to respond back to me.
The second stay was in March 2011. All the hotels were booked in Natchez so we had to stay here again. Let me count the ways of poor management. Upon checking in at 2:45, I was informed my room was not ready. She had all my info, and I asked if could at least "check in" and get the keys, but not go up to my room yet-and she said no. I came back an hour later and some inexperienced young male tried to check me in. He couldn't find my reservation. I gave him my Hilton Honors card and drivers licence-and he repretedly asked me how to spell my name. I told him, "Look at my ID." He still couldn't "find" my reservation. I explained that I tried to check in an hour ago and they knew my room was not ready yet- so what happened to the reservation? After much effort, he finally "found it". I also asked if they had me down as tax exempt-and he said yes. I asked for assurance, and he confirmed that I was tax exempt.
Then I was givena smoking room. I asked if there was anything else available, and told no. I was assured the smoking rooms were not smokey. I hauled all my luggage and equipment up to the 4th floor, to find a room with actually clouds of smoke still in it, smelling like a disgusting ashtray. I called down and talked to a lady who said she had a non-smoking room for me.
So I switched rooms. The next day, I received a bill under my door for checking out, that also included numerous state and local taxes. My reservation was for 7 days, so I called down and asked them what was going on. They said it needed to be "fixed in the system" and they would fix it to check me out 6 days later. I also had a long conversation with her about my tax exempt status. I asked her to look in my profile and confirm for me if I was tax exempt. She confirmed it. I said that when I get my final bill, there should be no taxes on it, correct? She confirmed that yes, I was tax exempt. I told her it was important that when we checked out early in the morning on the day of our departure, we expected our bills to be correct (eg, have no taxes on them) so we could depart without having to stand in line to get bills corrected....she assured me it would be correct.
While staying at the hotel, we noted numerous other problems- basics like soap were not replenished in my room for days, while perfectly good bars of unwrapped soap dissaperaed or were thrown away and not replenished. One day there was a grabage bag of towels thrown into the middle of the room and not put back on the shelves.
I also noted that my room was never vacummed. I noticed someone's toe nail clippings on the carpet, and little pieces of paper and crumbs on the floor that were never picked up. I asked th management if they vacummed every day and they said "yes of course!" I told them that on day 4, my room had not yet been vaccumed, and could they please clean up the gross garbage on my floor?
At breakfast, crowds of people would often have to wait 15-20 minutes to replenish the hot and cold breakfast items. Often thre was empty fresh fruit bowls that were never replenished. Mostly the hot breakfast items consisited of freezedried scrambled eggs that tasted like cardboard and were contaminated with a meat spoon from the sausgae bin. I asked one of the ladies if one particular food item contained a potential food allergen and she went to the freezer and pulled out an unmarked bag that had no ingredient list at all.
So, the morning we checked out, thre were taxes on my bill!!! I tried to talk to the lady at the counter about taking the taxes off, and she said "the manager is not here, so there is nothing I can do." I explained that I had taken SO much effort with the staff of this hotel to make sure taxes would not be on my bill. She had an attitude that said "I don't give #@!&! about you or your taxes." I asked if she would call her manager and she said no. I called the Hilton Honors number and complained- and they said there was nothing they could do, other than file a complaint with the hotel. I explained that If I left the hotel and had taxes on my bill, when I got back to my home office, I would have to spend MY time calling, faxing, on the phone,etc to get this resolved, and that when it was in my profile, I paid with a tax exempt credit card that had the tax exempt number on it, and had the ID and forms necessary to be eleigible for the tax exempt status-AND were assured NUMEROUS times upon check in and changing rooms that I wa, yes, in fact tax exempt- this should never had happend. This lady at the desk was beyond ruds and unprofessional, and made no attempt to help. She really charecterized the attitude and ineptness of the hotel staff-which I attribute to very poor management from the top down. It spoke volumes that on a busy morning with full occupancy, thre was no manager to be found on premises, and no attempt to contact her to resolve this situation. In fct, I don't recall ever seeing a manager on duty-only very young, inexperienced and inept front desk help.
Some may think of this story "no big deal." But to a frequent traveller who is loyal to a brand such as Hilton and Hampton, being treated so poorly is a shock. I will NEVER stay in this hotel again. If this is the last hotel available in Natchez, I will simply cancel my trip.
In sum: beware of poor management; front desk "help" who are inept; rude check out people; noisy hotel workers; dirty hotel rooms; very smokey smoking rooms; no follow-up or attempt to recify problems or appologize for poor service from management; poor breakfast.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.