Hampton Inn - Suites - Beale Street

Disgraceful! Heartless and completely unprofessional. Imagine asking a grieving customer for a death certificate before her grandfather was even laid to rest. My friend and I had planned to travel together and stay at this hotel. After her grandfather passed away, she was no longer able to travel, so I was still going to take the trip and stay at the hotel myself. We contacted the hotel simply to ask if the reservation could be switched into my name so I could check in instead. This was not a request for a refund. I was still going to stay at the hotel, the reservation was still going to be used, and the hotel was still going to receive the full payment. We were simply asking to change the name of the person checking in because of a death in her family. Instead of helping us with what should have been a simple request, the hotel made the situation unnecessarily difficult. My friend contacted both the hotel and Expedia multiple times trying to resolve the issue. When she explained that her grandfather had passed away, the employee she spoke with was reportedly hostile and argumentative, repeatedly telling her, “You’re not listening to me,” before hanging up on her. The hotel also insisted that she had not booked through Expedia, despite the reservation being made through Expedia. Expedia reached out to the hotel twice on her behalf, but the hotel never responded. My friend ultimately spent more than three hours on calls with Expedia trying to get the situation resolved. After the name change could not be resolved, she had no choice but to pursue cancellation. At that point, while she was actively grieving, she was asked to provide her grandfather’s death certificate before he had even been laid to rest just to have the cancellation request considered. I understand that hotels have policies, but there is a difference between enforcing a policy and showing basic compassion and professionalism. We weren’t initially asking the hotel to refund anything or lose money. We were trying to find a way for me to still use the reservation and for the hotel to receive its full payment. The way this situation was handled was deeply disappointing. Hostility, hanging up on a grieving customer, ignoring Expedia’s attempts to contact the hotel, and demanding documentation of a death before the funeral had even taken place is not the kind of customer service anyone should have to experience. I would strongly caution anyone considering booking here. You can have policies without treating grieving families this way. This was more than poor customer service—it was a disgraceful failure of basic human decency. A business that treats people this way should be ashamed to call itself a hospitality business.

1. Room are not cleaned if you stay 2 days or more. They have no glasses in bathroom and not sufficient hand soap or towels for 2 days. Additionally the room rate does not go down despite the fact they don't clean the rooms or even give you an extra coffee for a 2 day stay. 2. They take large deposits and don't refund them like other hotels upon your checking out. This is a scam. They take your deposit and don't return it for 7 to 10 days it called float ..Beware... 3.The location is in the heart of everything but for a city hotel the window are not sound proof and cars are drag racing right under the windows. 4. They handed us 2 bottles of water at check in and then charged us $14.00 . We thought it was complimentary 5. There computers went down and luckily we had asked for all the room #s for our guests . They wanted us to fill out all kinds of paperwork manually . We refused . 6. One of the 5 rooms we reserved had a room key that kept malfunctioning 7. Bring some food because the coffee and the breakfast was horrible.. 8. For what the rooms cost and the failure to return you deposit upon your departure I would highly recommend a Drury or Marriot Property

Upon arriving we checked in expecting to ho to our king room that we had booked. When we get to the room it’s 2 queen beds. I call and spoke to the manager. He told me they had over sold the rooms and there were no king beds!! So I told him we would be checking out then. He then tells me to do what ever we wanted. Very none concerned!! As we were walking out of hotel we were told they “found” a king room!! So we moved our luggage to room. Upon opening the door the smell in the room was terrible. It smelled musty and mildew!! The coffee maker was covered in dust and the tile floor in bathroom was filthy!! Also, all of the common areas downstairs and in breakfast area were dirty!! I cannot believe this is a Hilton property!! I’m so disappointed that I had yo use my points to stay in a dump!!!