Hampton Inn Geneva Ny

I would like to share my experience regarding the service I received from the hotel staff over the phone, specifically on June 30th at around 3 PM (Eastern Time), while I was in Montreal, Canada. I had made a reservation through my app on Saturday, June 27th. There were two types of rooms available at that time. As a Diamond member, I’ve always chosen Hilton properties during my travels across the United States and Canada, expecting a higher level of service and accommodation due to my loyalty. On June 30th, I received an email notifying me that my reservation had been canceled, but the email lacked any explanation for the cancellation. Concerned, I promptly called the hotel for clarification. The representative who answered the phone immediately recognized my status and informed me that my reservation had been canceled due to a lack of available rooms. He mentioned that they were fully booked and that they were short one room. This response raised my concerns, as I have often encountered situations where hotels reserve extra rooms for Diamond members, especially in cases of overbooking. I fully expected that, given my status, the hotel would make an effort to accommodate me and find a solution to the situation. However, to my disappointment, there was no attempt made by the staff to assist me or improve my circumstances. After this experience at the Hampton, my perception of Hilton has significantly changed. I have always prioritized Hilton branded hotels during my travels, but the lack of consideration and support I received as a Diamond member has led me to reconsider my loyalty. I have never encountered such poor service before, and it was quite disheartening. I feel compelled to bring this to the attention of Hilton corporate because I believe they should be aware of how they are losing valuable customers through inadequate service. Based on my experience, I cannot recommend this hotel to others. I suggest looking for alternative accommodations, as you may be much more satisfied with your choice.

If you book a room at this hotel in advance ask for an email with the exact amount you will be asked to pay. We did not and the price changed somehow. We asked to speak to the manager who was not available. He was supposed to phone us but never did. Also, if using the hot tub or pool matter to you, you might want to get that in writing also. The hot tub was not working in May and I understand the pool was not working in April. There is very little parking available, possibly due to most of the parking area taken with constuction materials. Our remodeled room was clean. There really is no lake view, unless maybe you stand on the roof. The short freight trains did not bother us, in fact we enjoyed watching them. But I would not stay at this place again.

This hotel is under a major renovation and is a total mess. The renovated rooms are nice but smell like new paint. Many services are shut down and management doesn’t seem to care. We had to go through corporate reservations to get a refund and move to another location.