I needed a late checkout and selected this hotel primarily because their website offered "2 pm late checkout, upon availability." I confirmed it by phone, requested it online, and asked the desk clerk about it at check-in. She said it'd "probably be okay" but I needed to confirm it in the morning. Okay ... so far, this is all standard stuff.
This morning, the young woman at the front desk told me I had to be out by 11. "We have 66 guests arriving," she said. Yea? So???
I tried using my HiltonHonors membership as leverage. She told me, "You're only a blue member. Late checkout is for gold and diamond members." Wow, she sure put me in MY place!! I asked if I could talk with a manager. "I AM the acting day manager," she snapped.
A few hours later, I stopped at the front desk to see if she'd called housekeeping, as she said she'd do. She hadn't, so she made the call on the spot. I could hear the housekeeper's voice when the day manager asked about late checkout for me. "Absolutely not!" the housekeeper bellowed. "Out by 11!" It was already after 11, so I was stretching it, but I was seriously disappointed at this level of service. Why offer 2 pm checkout if you can't or won't honor it?
The facility is decent ... a standard Hampton. They do charge $9/day for parking, which I'm not accustomed to in Hamptons like this one. Parking plus the room charge and taxes totalled over $150.
One other bothersome thing: they have a few too many signs and reminders about clean beds: large notices on the elevator doors, posters, even preprinted post-it notes on each of our queen bed headboards announcing "fresh sheets and duvet covers" for every guest. What? Do they have a history of using dirty sheets? Or, worse, bedbugs? My partner was concerned enough about bedbugs that he checked the mattress and box springs. [They were clean.]
If you're looking at this review, you probably know that except for a cluster of high-end downtown hotels, the Hampton is one of the few hotels near the UC Medical Center and Cinci Children's. But there is another option. Next month when I'm in town, I'm trying the Symphony Hotel. It's in a comparable "transitional" neighborhood just 2 miles south of the Hampton. It's locally owned and operated, so I'm betting that staff are much better trained in serving customers effectively.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 21, 2013
First of all, thank you for your review of your past stay at our hotel. I apologize that we were unable to provide you with a late check-out. Our front desk department goes through a lengthy process each day to ensure that our guests receive exactly the room expected, however at times we do not have the same availability due to guests extending their stays with us. I especially want to apologize if the staff member who you dealt with, was rude to you. Please know that as a Hilton Honors Member your business is incredibly important to us and I sincerely apologize for the inconvenience you encountered.
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Once again, I apologize for the inconvenience and do hope that the next time you travel to the area you will consider staying with us again.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.