ct: I need a refund
Good morning dear General Manager or owner,
I must say front desk agent Terrell has done everything in his power towards guest recovery, he went as far to make this horrible situation better. Including personally coming to our room with disinfectant spray to get the horrible smell out. Female agent on Friday morning call my room spoke to my wife in error and rudely, said she would call back because she was in confusion, never called back then proceeded to charge my room an additional charge in error. I can see where the hotel needs revenue but when did we start charging guest cards without authorization or consent??
Where is the Hampton Guarantee: there was no brand standards at all in this property!! We have pictures!
1st let me say I am a Hilton brand man, I was an assistant general manager a Connie award winning hotel. I’ve stayed at many Hampton inn chains all over but I have never stayed in anything like this in my life. Let’s first start with I booked the hotel with the amenities for young children in mind because there was an indoor pool and chucks cheese was next door . I was in town for a conference, so this was a great location for something to do for them.
Let’s start:
The Hampton Inn hotels guarantee is its "100% Hampton Guarantee," which promises that if a guest is not satisfied with their stay, they will make it right. While historically this included a free stay or refund, the guarantee has evolved to focus on staff empowerment to resolve issues, and the core principle is to ensure guest satisfaction. You can invoke it by speaking with a member of the team about any issue you encounter during your stay.
The Guarantee: The "100% Hampton Guarantee" was originally an unconditional money-back guarantee if a guest was not 100% satisfied.
Current focus: The brand's commitment is now expressed through "Hamptonality," which involves empowering staff to make things right for the guest on the spot.
How to use it: If you are dissatisfied, speak to a member of the team at any time. They are empowered to resolve the issue to ensure your satisfaction.
What to expect: The goal is to resolve the problem during your stay. If a problem is not fixable or the guest is unhappy with the resolution, they may still be eligible for a refund or other compensation, but this is handled on a case-by-case basis.
?My group brought 6 rooms to this property, I was the primary contact in room 124, 412, 209, 409 and my assistant Meisha Dawson had two(418,419) every single room had sanitary and dysfunction every single room (unbelievable).
The public area: filthy dirty bathrooms, stalls with waist and urine, not stocked.
The hallway ice machine, funky and the visual sight of mold and dust,
The lobbies foul and unwelcoming smell
The room on the 1st was a plus as I am on a mobility scooter and wheelchair
My team is also sending a email to the hotels General manager concerning their own rooms, I was given the contact info on a piece of paper huh??? No business cards???
My room had mold everywhere in the entire shower on the shower chair, in the ceilings
The water would NOT get hot, had to wash at the sink with lukewarm water, because the roll-in shower was deplorable
The walls and baseboards were peeling apart,
Had to go buy Lysol and get dirt off of the grab bars,
The bed lamps were full of a nasty sticky substance,
The chair in a handicap accessible room was broken imagine if my wife 0who was wearing a medical boot would have fell out of it because my son found out it was broken when he sat in it and fell to the floor,
The doors and walls chipped paint,
The curtains and drapes worn, window frames visible mold and spots,
Had to keep our slippers and socks on because the carpet was filthy,
The outlets in the room didn’t work, we had to rig something just to charge devices,
The TVs were falling from the wall mountings,
Mix match fixtures, that were torn this was throughout all the rooms,
I can excuse oversight but this was blatant neglect and no way we are selling this hotel at $120 anything a night.
I don’t recall recently asking for this but I desire a FULL refund for this utterly disgusting experience at this property, I was in town meeting with Portsmouth and Chesapeake government and civil leaders and attending CHIF Convocation and this has been by far the most disappointing experience for my guest and I. My 12 year old who has been Hilton born and bread asked me is this really a hotel or is it a motel! The ownership of this hotel should lose their flag, there are no brand standards be upheld here at all. This property is a public health threat, take down the flags, it’s unkept, below standards, in need of complete renovations or just close the doors!
I know this brand and its standards and this is not HIlton at all!! I await a response, honors upgrade and a total refund not points a REFUND.
A very highly disappointed Honors Member!
US