HAMPTON INN - SUITES MILWAUKEE

I recently attempted to check into the Hampton Inn & Suites Milwaukee-Downtown and left before ever making it to my room because of how unwelcome I felt during the check-in process. I provided my identification and a credit/debit card that I wanted to use for the stay. The front desk representative, Ally (spelling uncertain because I did not notice a name tag), informed me that the card was not the one on file and that my name was not on the card. I explained that I was aware it wasn’t the card originally on file and that I wanted to use it. I also explained that the card belonged to my fiancé. Ally then pointed out the hotel’s posted policy stating that the name on the payment card must match the reservation. I have absolutely no problem with a hotel having policies regarding payment and identification. What bothered me was the demeanor and overall interaction. I did not feel welcomed, and even after explaining that I had never encountered this particular requirement during my previous Hilton stays, I continued to feel as though my presence was an inconvenience. I could have easily gone back to my vehicle and retrieved a card with my name on it. Instead, I decided that I did not want to spend my money somewhere I felt unwelcome. I asked for the reservation to be canceled and left. What made the situation even more frustrating was receiving a subsequent Hilton notification stating that my reservation had been canceled as a Late Cancellation and that charges may apply because the cancellation occurred after the hotel’s cancellation deadline. Again, this review is not about the hotel enforcing its payment policy. It is about customer service, communication, and hospitality. There is a way to enforce a policy without making a guest feel unwelcome or judged. As a Hilton Gold member who has stayed at Hilton properties before, I expected a much better experience. I will not be returning to this particular Hampton Inn & Suites, and I sincerely hope management reviews how situations like this are handled. A policy should never have to come at the expense of basic hospitality.

They gave up updating past the lobby. Do not determine your stay by the pictures. We didn’t have an ottoman or table in the ‘non bed’ side of the “king bed suite”. There were stains on the couch cushions and it was so hot on the “non bed” side that my poor kiddo had to come sleep with us- not ideal for comfort. The pillows, if you want to call them that, were so deflated that you may as well not have one. There were stains all over the carpet and it was so dirty. My child’s knees and feet were black after playing on the carpet for 5 minutes. The door barely locked, and the bathroom door locks had screws missing. There is pinkish grime on the shower head, and then there was this smell… it never left and was just- musty. I wish I had taken more pictures, but I was too busy avoiding the room. they chose a Saturday to do their “pool maintenance” which closes the pool for the majority of the day— that is ridiculous as it takes away from the major attraction for a child at the hotel.. Im also paying 4x what the rate is now, and when asked if they would match like other hotels and even airlines.. they said no. I get it but really… we choose Hilton over all others 99%— I guess I’m going to reevaluate that also. I wouldn’t stay here again.

We enjoyed our stay, We were there for summerfest and will stay here again. Good breakfast, clean rooms, friendly staff.