Deeply dissappointed by the customer service
Posted Nov 22, 2016 on Hotels
There was a wedding party right next door after 10PM, even though the hotel's policy against noise after 10. Since I had to get up early next morning for a meeting, I tried to call front desk. But the phone was broken: no dial tone, no light, just a dead phone (it was actually plugged in)!! So I had to go downstairs to the front desk. The lady at front desk said she understood, but there was nothing she could do besides calling the room. But obviously it didn't work. Asked to switch to another room but she couldn't/wouldn't do it. Finally, the manager (?) showed up after a hour and all she could do was to call the room again. Then she wanted me to call her if the noise continued. I told her the phone in my room was broken. At that point, it was almost 11:30PM. The lady at the front desk told me that Hampton Inn would refund my stay for the inconvenience and gave me the authorization code and credit reference number. Since I booked through Hotels.com, she said the credit would be issued to Hotels.com. Both yesterday and today, I called hotels.com, their representative repeatly contacted Hampton Inn, but each time was told by various managers that the refund was not authorized??!! Clearly Hampton Inn doesn't care their customers.