Hampton Inn & Suites Charlottesville at the University

The location of this hotel is great. We’ve always had a great experience with Hiltons as Diamond members. However, we had a terrible experience with this hotel. We received a notification from the Hilton App around 12:30 pm that said our room was ready and that our digital key was ready to use. We arrived around 1:30 pm. We entered our room with our digital key and were notified that there was a $75 early check in fee. I could possibly understand this if we had not already been given access to the room but to charge this after you are given a digital key is ridiculous. If you are going to charge an early check in fee, don’t grant access to the room with the app. Or if you do, the app should say only use your digital key before 4:00 if you are willing to pay $75. I’m realizing there aren’t many perks to being a Diamond member. We also requested late check out at 12:00 and were told this wouldn’t be possible either. The staff at this hotel were not welcoming at all and made our stay very stressful. Our tv wasn’t working properly either but we didn’t complain because they had already told us they weren’t removing the early checkin charges so we figured they wouldn’t help with anything. We called the 800 number for customer service and they gave us some points back. The new $75 early checkin fee policy makes us want to pick a different hotel chain in the future even though we have been loyal Hilton Honors members for years. I hope you decide on treating the customer better in the future especially if you have rooms available and ready.

Excellent hospitality and facilities!

Perfect place to relax!

Very rude unhelpful front desk. Specifically, the white older female, she was extremely rude when I called to ask a question regarding checkin, btw unprovoked. She also is unkempt, not a good look in the hospitality business! Zero customer service and her trainee a white middle aged male was not the best either. They obviously disregarded my request for a quiet room because they put us right by the elevator. You need to do better!!!!!

See my notes above I unfortunately overpaid for this stay!! Poor customer service

We arrived at 2:15 and asked if we could check in early. We were told that there was a room available--but there was an early check-in fee of $75.00. That soured the rest of our visit.

The breakfast was fine and the location was great.

There were spider webs in the corners of the room and on the bottom of some of the light fixtures. Looks like the beds had been made, but not room not fully cleaned.