6/10 – Acceptable
Voyageur vérifié
31 janv. 2024
Points forts : Propreté, état et installations de l’hébergement et confort de la chambre.
Points faibles : Service et personnel
Check in was a mess. Called Hotels.com to change date of stay from September 15, 2023 to January 29, 2024. I was told that the change was approved by the Hotel and that I was all set. Upon arrival, Hampton Inn hotel had no record of new stay, and that the original stay was listed as a no show. I found that odd, as I received the standard email from the Hotel about parking two days prior. Desk told us we had to call Hotel's.com and that there was nothing that she could do. Called, was on the phone for 30 minutes or so. Finally resolved, but I had a hard time understanding the Hotels.com rep due to heavy accent, and the Hampton employee at the desk was the only unpleasant staff member I have ever experienced at this Hotel, and I stay here often. The supervisor, Erin, who assisted us in resolving the issue at the Hotel, was not at all pleasant. We apologized for the inconvenience, although we had been told and had our Hotel's .com documents regarding the change and thought the situation was resolved prior to our arrival. I have never experienced anything but cordial, helpful and happy personnel at this Hampton location. This was the first poor customer service experience I had ever had at Hampton Inn Romulus location. Very disappointed. While Hotels.com should shoulder much of the blame, the Hotel employee made an unfortunate situation worse by being very unpleasant. I never leave negative feedback. This experience was not at all what we expected. Disappointed.
Voyageur vérifié
Séjour de 1 nuit en janvier 2024