Hampton Inn Customer Service Blows It

Here's a post I really didn't want to write -- and never thought I'd have to.

Two weeks ago I noted that I had sent a customer service letter to Hampton Inn about a recent stay I had. I noted that my issues weren't really that big of a deal but that I wanted someone to know about them so the next time I stayed there they would be fixed. I also commented that Hampton Inn had always been very responsive in the past when I'd ever had a problem. Well, they were this time as well -- at least at first.

Within a day of me emailing in my letter, I received an email from them thanking me for my comments and saying that someone would be back to me within the next three days. The day after that, I came into work and had a call from the hotel's manager on my voicemail. She thanked me for my comments, addressed my concerns (in a "we want to make it better, thanks for telling us" kind of way, not a "thanks for making my life worse" sort that you often get from companies), and said she wanted to compensate me somehow for my stay.

I called her that day (twice) and the second time I left a message (she was out/busy both times I called). Then, I waited. And waited. And waited.

A few days later, I got an email from Hampton Inn saying it was their understanding that someone from the hotel had contacted me and that the issue was resolved. I responded that someone had contacted me but that she had left a message and I called her back and left a message and that it wasn't resolved in my mind.

Then, I waited. And waited. And waited some more.

As I write this, it's been over two weeks since the initial contact with Hampton Inn. Still no response. At this point, I think the manager just wanted to get this off her to-do list and off "the system." Even if she didn't get my voicemail, she still should have followed up and called me again. Isn't this what a company with great customer service would have done?

I'm extremely disappointed with Hampton Inn. They've always been very responsive and accommodating and had among the best customer service I've seen from a company. Now this happens. I plan to submit this post to them and see what they do in response, but they've lost a lot of goodwill in my mind on this one.

Comments

[J Martin]

Another way to get their attention, dispute the charge on your credit card. This is directly from their website:

"Our friendly service and complimentary amenities are all backed by our 100% Hampton Guarantee™. If you're not 100% satisfied, we don't expect you to pay. That's our promise and your guarantee. That's 100% Hampton.™ "

Since you're not satisfied, according to them, you don't have to pay. It is their guarantee after all.

[fivecentnickel.com]

Disputing the charge is actually a really good idea. I would then follow it up with a call or letter to the manager telling her that you disputed the charge with your CC company because they violated their own policy and she never called you back.

[P Bauer]

I am currently in a situation similar to yours in that I am waiting to speak to a manager and my phone calls and emails are not getting returned after 2 weeks since first making a reservation online and the Hampton Inn claiming they cannot find it. The manager I am dealing with is always busy/away from her desk and the staff at the front desk just keep taking my name and number assuring me they will give her a message to call me. So far, no luck. At least I can still cancel my reservation which it looks like I will have to do since they can't find it even though I was emailed the confirmation 2 weeks ago.

[Bubba]

Same thing here. They are actually not standing by their "Our friendly service and complimentary amenities are all backed by our 100% Hampton Guarantee™. If you're not 100% satisfied, we don't expect you to pay. That's our promise and your guarantee. That's 100% Hampton.™ "

I have been on the phone with customer service, the evil GM Sonia at Harriman, NY and you would think they hired these people off the streets with no training in customer service.
To me that 100% Hampton is a load of crap! We have called our credit card company to dispute and hope that it will be resolved but seem to be getting no where with the Hilton/Hampton Inn customer service. Really shameful!
So do not take that 100% satisfied as they will actually stand by it!

[Shelley Wildgen]

We just had a horrible experience at the Hampton in Savannah GA. I can't tell you how disillusioned we were. As Canadians we have always told our snowbird friends to stay in Hampton Inns as we had such good experiences in North Carolina and Pennsylvania. In fact, we will stay nowhere else when on the road. The beds were so unbelievably good, we changed our own as soon as we experienced theres. Well, the East Bay Street Hampton in Savannah was like a parallel universe Hampton. Horrible bed, NO toilet, sink or tub cleaning for the entire 7 nights we were there this month, no mattress pad, let alone sumptuous bedding and no sheet changes except once we asked for a mattress pad. Yes, the thin sheet was on a bare mattress. Yuck. We didn't complain because we were enjoying the city so much and didn't want to ruin our holiday, but as we left we did tell the desk clerk. She just said that they're supposed to clean the entire bathroom everyday and then stared at us. We asked if we could have a late check out so my husband could nap after a night of loud construction next door (yes night time construction). She charged us $76 for three extra hours. We paid it because his sleep was essential with twelve hours of travel to look forward to. We will never stay in a Hampton again. I only wish I could eat my good words about Hamptons, but you can be sure I'll never recommend again.