Hampton Inn & Suites Berkshires-Lenox

BEWARE of this Hotel and its unprofessional, and downright cruel GENERAL MANAGER - LAURA RUMMEL!!!! We had a terrible encounter here at this Hampton Inn with Laura Rummel, General Manager. I would steer clear of this hotel and go elsewhere if you are able to as she is unprofessional, rude and condescending. I have been a loyal Hampton Inn customer for decades and a DIAMOND HILTON member, and have never in my life had a negative interaction with any hotel personnel, particularly a General Manager! This is my first complaint, but I felt it was quite necessary to help others to avoid this abuse. My 5 year old daughter attempted to get a paper cup off of the counter during breakfast, and was scolded by Ms. Rummel and told no that she could not get a cup. My daughter came back crying hysterically. I approached Ms. Rummel and asked what she had said to my daughter since she was crying, and was told that she told her NO bc she was “messing up her teas.” I looked over and saw 2 tea bags that were somewhat out of place. I asked my daughter to clarify what had happened, and she stated that she was trying to get the cup and the teas got caught on her sweater, so she was placing them back. I went back to discuss this misunderstanding with Ms. Rummel, who was adamant that my daughter was out to mess up the coveted teabags here. So, I asked her name and explained to her that I thought she was unkind for making my daughter cry, and that it was odd that she did not feel badly or even attempt to apologize for making a child cry. **She blatantly told me that SHE WAS NOT GOING TO APOLOGIZE, and that my daughter should not be messing up her teabags and that she should not have been unaccompanied (mind you - 6 ft from where we were eating breakfast in a clear vantage point of me). I informed her I would be making a complaint with Hampton and she told me she “DID NOT CARE, BECAUSE AS THE GENERAL MANAGER - ALL COMPLAINTS COME TO HER ANYWAYS.” After I told her I would be calling corporate, she continued to double down on this statement multiple times that it didn’t matter, since the complaints come to her.** So, BEWARE if you choose this hotel that clearly Ms. Rummel is an unhinged individual with a power complex, and will not care about your well-being, and, in fact, overtly try to to make you feel unwelcome and uncomfortable. Save yourself some frustration and mental anguish and stay at another Hilton property, or at least until Ms. Rummel has been replaced.

Staff and facilities were fantastic. Cleanliness, everything good. Easy to park

Knifes, plates forks and spoons on breakfast could be non plastic

I thought the options offered for breakfast were very good. We had breakfast both days and the omelet being offered was different each day. I liked that they changed it up and didn't keep it the same.

Honestly I can't think of anything.

Clean and location

I had booked the room adding I was bringing my dog. They claimed it wasn't on the reservation and had me sign some pet policy form. The "giftbag" for my dog was horrible. I get some dogs need a pee pad but the cheap lease wasn't needed, or the stale Milk bones. FYI, my dog can't eat those so you might want to be a bit more aware of what you give out. I stayed there last year with my dog with no issues, or pet policy to sign. Also one of the doors in room close to me had been jimmied open, right outside the sprinkler system

Newly renovated room. New Car smell.

Not much

Staff was excellent

The entry roadway and driveway desperately are in need of repair/paving. The deep potholes are difficult to avoid and are difficult to see at night. The bath rooms need a nightlight.

Great location, comfortable & clean, great breakfast, friendly helpful staff pet friendly lots of amenities nearby

There was some work been done on the property but didn’t effect our stay or disrupt us in any way. Wish they had a hot tub too but the pool was heated and my kids loved swimming