Although the rooms are well-maintained and clean, the front desk service could use a great deal of coaching. Having worked for Starwood hotels as a Front Desk associate, Front Desk Manager, and Housekeeper manager, I feel qualified to say I know what to look for.
At check-in, the gentleman who checked us in waited until he finished counting his til to acknowledge us. The gentleman standing next to him texting on his cell phone didn't even look up. The next morning, when I needed assistance with their computer, the gentleman who was at the desk not only did not acknowledge me when I approached the desk (he, too, was busy on his cell texting), but I had to say prompt him to notice me. His assistance with the computer was sub-par at best, with first a great sigh at having to help us out to then just staring at the computer, clicking on the image of Google maps, and then saying, "Yeah, I don't know what's wrong with the printer. Maybe try the other computer." Well done. This same promising star of customer service the next morning had to be stirred from whatever was so important on his cell phone yet again just so my wife and I could check out. I was also at no point acknowledged as a guest, just be room number. Don't worry, I don't have a last name or anything. And isn't it usually policy to not ask a guest for their room number? You know, in case someone else around is trying to find out where you're staying? Maybe it's not for Hampton Inns, and that's fine. But being addressed as "Mr. so-and-so" or even ADDRESSED would be a big step in the right direction. The old 1/50 rule comes to mind: at 10 feet, acknowledge the guest with a smile; at 5 feet, acknowledge the guest with a greeting.
Will we stay here again? Only if the other hotels are booked.
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- Also Known As:
- Hampton Inn Charlottesville Hotel Charlottesville
- Charlottesville Hampton Inn