My boyfriend and I booked a one night stay for the Hampton Inn through hotels.com in the beginning of November. We paid over $200 because it was a last minute trip and that weekend was a long weekend for a lot of schools in NJ due to the NJEA teachers' convention. We checked the preference of non-smoking but received a smoking room instead. I understand that by booking through a third party we were not guaranteed our preferences but when we called down to the front desk
to see if there was anything they could do for us their only response was that they were booked. Understandable, but some kind of attempt to help alleviate the situation would have been appreciated. The room smelled as if someone lit up 10 cigarettes at one time, smoked them all, and then just left a few minutes before we walked in. I am not kidding when I say the room smelled like a smoky bar. We decided to suck it up (not literally!) and live with it considering we were only staying the night.
The minute we got home we had to throw all of our clothes, worn or not, into the washer because they reeked of smoke. That's when I found I was missing a clothing item. I called the hotel's front desk, was put on hold for literally five minutes, then was asked all of my information (name, address, phone number) BEFORE I was told they still had to check lost and found. Why was I on hold then for that long?? I was to expect a call back by the next day to let me know if it was there or not. Of course, didn't receive a call back as promised. Called back 2 days later and was transferred to Housekeeping. Talked to Janet who
said she never received the message and promised to look and call back the very next day. Again, did not receive a call back. This time, I put a complaint through the Hampton Inn website and was contacted the following week. We received a free night stay for our troubles and should have received a voucher in 7-10 business days. That was in the beginning of November. By the end of December we still did not receive it. We finally had to put a call into Hilton's customer service and track the voucher down ourselves. Finally in January, 2 months after our horrible stay, we had to call Hilton customer service ourselves again to see if the voucher was ever mailed. At first my boyfriend spoke to a man named Greg who refused to give him any detail on the whereabouts of the voucher. He claimed he did not have to talk to him because his girlfriend was the one who booked it so he should be speaking to her. My boyfriend paid for the room as well as stayed in it! Eventually we spoke to Rhonda who is Asst. Manager and informed her of our ordeal. She tracked down the voucher, signed it, and sent it out that very day. She treated us with respect and courtsey which is something we did not receive prior to speaking to her. I cannot believe how incompetent everyone working for Hilton and Hampton Inn Philadelphia was! I will never, ever stay at the
Hampton Inn in Philadelphia. We will be using the voucher at another Hampton Inn. This went on for over 2 months and I never even got a return phone call back regarding my missing item! I would never have filed a complaint if it weren't for the lost item situation. I actually used TripAdvisor.com for advice on where to book in Philadelphia and all of the reviews were good. I have never had a bad experience at a hotel as bad as this. All I look for in a hotel is cleanliness and good customer service. I recommend anyone who is prone to lose things, don't leave anything behind at this hotel!!
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