Hampton Inn Middletown

My husband and I are repeat guests at the Hampton Inn in Middletown, NY at Crystal Run when visiting our family. Prior to COVID, we stayed at this hotel approximately once a year for nearly 15 years. We always had a wonderful experience and considered it a reliable and comfortable place to stay. Unfortunately, our current five-night stay has been the worst experience we have ever had at this property. After speaking with the manager this morning, I learned that this hotel is independently franchised. Quite honestly, this property is a very poor representation of the Hampton Inn and Hilton brands. I find it difficult to believe that the corporate office would be satisfied with the way this hotel is currently being operated. I would hope there are standards and guidelines in place for franchise properties, because many of those standards are clearly not being met here. When we arrived, we were placed in a room with no closet. Instead, there are three small pegs across the back wall on which to hang clothing, and one of those is occupied by the iron and ironing board. Clothing placed on the remaining pegs becomes bunched together and wrinkled. We were here for a wedding and had formal clothing with us, making it virtually impossible to hang our clothes properly. In all of our years of traveling, we have never encountered a room arranged this way in a hotel of this caliber. We then discovered that housekeeping is provided every other day. We understand that housekeeping schedules may have changed, and that alone would not be an issue. The problem was that our room had not been properly stocked when we arrived. The soap dispensers and tissue containers had not been refilled, and there was only one small set of towels for a room occupied by two people. One of the pillows was also absolutely disgusting and had to be replaced. At this point, I have personally gone to the front desk three separate times to request towels and washcloths, coffee, soap and other supplies, as well as a replacement pillow. Day 3, our room garbage is now overflowing. Fortunately, we happened to go to Walmart and purchased garbage bags so that we could take care of it ourselves. Yesterday, while leaving for the wedding, I saw housekeeping working down the hall. Since it was supposedly our scheduled housekeeping day and it was already 1:30 p.m., I asked if someone could please clean our room. I was told that they would come back and take care of it. They never did. When we returned late last night, our room had still not been cleaned. At that point, we had no clean towels, no shower soap, no tissues and no additional toilet paper. Once again, I had to go to the front desk to request basic supplies. The breakfast area is another serious concern. There does not appear to be anyone monitoring or maintaining the area. There is cereal scattered across the counters, garbage overflowing onto the floor, and the area is left in an unpleasant and unsanitary condition on a daily basis. When I spoke with the manager this morning, she acknowledged that the hotel is extremely short-staffed. She actually showed me several written complaints from other guests. The hotel does not even have enough towels and other basic supplies to adequately serve guests until other guests check out. I was honestly stunned to hear this. A hotel should never be in a position where a paying guest has to wait for another guest to check out in order to receive a clean towel or basic supplies. Nor should guests have to repeatedly visit the front desk to obtain items that should already be available in their room. We have been loyal Hampton Inn guests for many years, which is why this experience has been particularly disappointing. We have always associated the Hampton Inn name with cleanliness, consistency, good service and reasonable standards. This property is currently falling far short of those expectations.

This hotel should not even get one star. My friend found, a pill in her bathroom. We had rust and mold in our shower, The Hotel pool is unusable as it is cloudy and smells awful. The breakfast area has almost nothing and there was overflowing garbage and the staff are not friendly. The pictures do not reflect the wear and teat on this hotel. It needs a complete remodel! Avoid at all costs!

I recently stayed at the Hampton Inn Middletown, NY, and it was hands down one of the worst hotel experiences I have ever had. We booked a 2-Queen room for a party of four, but upon arrival, the room only had two towels. I requested additional towels at 3:35 PM. When we returned to the room at 10:00 PM, still no towels had been delivered. I went down to the front desk to politely follow up, only to be met with extreme hostility. The front desk attendant literally yelled at me, “We don’t have any. What do you want?” before storming off. Leaving four paying guests without basic sanitation amenities, and then berating them for asking for help is completely unacceptable. Beyond the terrible service, the room itself was severely neglected and failed to meet basic brand standards: * The baseboard on the wall was visibly broken. * The wall mirror was filthy and uncleaned. * The hand soap dispenser was completely empty. * The bed was completely missing its bed skirt, leaving the bare underframe exposed. To top it all off, after filing a formal corporate complaint (Case #277118717), the General Manager took days to investigate and ultimately offered a laughable $35 partial refund on a $340 stay, completely ignoring the room condition complaints and brushing off her employee’s hostility because the lobby cameras didn't capture audio. Save your money and stay somewhere else. This property suffers from poor management, neglected rooms, and a total lack of basic customer service standards.