Our group of 6 adults recently stayed in two rooms at this location. This was our first family trip with grandparents along since Hurricane Katrina upset our lives. We were looking for a pleasant vacation with no problems. We have NEVER been disapponted in a Hampton Property until NOW! There is a lack of management that needs to be corrected. Our first impression of the hotel upon checking in was to overhear a worker tell the manager, "You know I saved you by lying to this man on the phone". Upon arriving at our room, which was NICE, we asked for additional towels. We were lied to multiple times: we don't have any more towels, the little league team used all the towels at the pool, housekeeping took home the key to the linen room and will not return until 9AM. When asked to speak to a manager I was told that if I did not like it WE COULD LEAVE. I insisted and was given the home/cell number of the manager. When I asked the manager when the 100% satisfaction guarantee was going to be enforced, he responded that I could not just check in and find one thing wrong and expect to have my rooms comped. He told me that he would return to the hotel with a key to the linen room and assured me that I would get extra towels and also that housekeeping would leave the same number of towels the following eveing. He did get me extra towels that night. However, upon returning to our rooms the next day at 5PM we had no towels. Although when asked for, we were given the standard number of towels for our room, we had to repeatedly ask for additonal towels. Finally, we were given more. Other issues with hotel: Except for the young lady that worked both morning shifts we were there....we were never greeted "good evening", "have a great day", etc. Again except for the same young lady, the staff was not dressed professionally. They looked like tourists walking in off the street. On our second evening, when I went to the business center in the hotel, I was greeted by a dog running through the lobby while the front desk clerk visited with her friend who apparently brought his dog along for the visit. The hotel was quiet, clean and the location was fabulous. I know an issue of extra towels may seem trival to most, however it was the lying and the general inappropriate way I was spoken to. Until management is beefed up, I do not recommend staying at this location.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
July 19, 2012
We are sorry we were not able to provide you with a better quality of service. This is not typical of our usual Hamptonality and welcoming staff, and we are always looking for ways to improve our customer experience. This behavior is completely unacceptable and your satisfaction is very important to us as we are all about Satisfaction Guaranteed. I have spoken to our front desk staff and I can assure you, that the way you were treated will not happen again. We apologize for not having the appropriate number of towels and for not getting any to you sooner. Please feel free to contact me directly at the hotel.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.