from Seekonk, Massachusetts
Submitted on 04-08-2016
Just to start off, let me say that I was asked directly by Hampton Inn to rate the stay and filled out the entire review. At the end, they asked if I would also like to post my review to Tripadvisor. I said yes, and completed the remaining info to do that. As of now, it hasn't been posted, so I'm doing it directly via the Tripadvisor web site. So... when you see those reviews that say they were 'collected in partnership with' the hotel, know that it appears that they are held back when not f...
Just to start off, let me say that I was asked directly by Hampton Inn to rate the stay and filled out the entire review. At the end, they asked if I would also like to post my review to Tripadvisor. I said yes, and completed the remaining info to do that. As of now, it hasn't been posted, so I'm doing it directly via the Tripadvisor web site. So... when you see those reviews that say they were 'collected in partnership with' the hotel, know that it appears that they are held back when not favorable. I only see reviews done in that way that are 4's or 5's, nothing with any problems So anyway...here's the review that I wrote to Hampton Inn, which was supposed to end up on Tripadvisor.
We booked our room back in February because our car club was having a major meet in the area and we always go to Hampton Inns when we have a choice. I spent about 50 minutes on the phone with the booking agent in February to assure that we had a room that would be acceptable for our use. My boyfriend is a paraplegic, who uses two crutches to 'walk'. Distances are difficult and slow going, and he is also profoundly deaf, so I'm sure you can appreciate there are multiple concerns and it is difficult to find a room that suits his need for visual alarms and the proper bars to access the shower. We always call to speak with someone at the hotel to assist us to get the best possible room. Trust me when I tell you that there is no perfect room at most hotels, but with the local staff's help we try to get the best possible. To further complicate the issue, this time we were using our points for one night and then paying for the next two, which required two different reservations, which were manually linked in the notes. All this was taken care of by the agent back in February. The booking agent and I discussed what was available and we chose room 114 as the best possible room. When we checked in we were informed that the room I spent 50 minutes reserving back in February, was taken by someone else who selected the room online before their arrival. There was nothing that could be done because they had that room. As a result, we were put in room 141. This room was the furthest room from the lobby, and we were told that it would be quiet, which is no bonus for a profoundly deaf person. We had parking access through a door within 10 feet, so every day we would get in the car and drive to the front of the building to access the breakfast area. That saved a long distance walk for my boyfriend. The tub/shower in this room had only a vertical bar in the middle of the tub/shower unit, which can help him get in, but makes it impossible for him to get out, as there is nothing on the side walls for him to hold onto. This is not an uncommon issue.
I guess our problem is more of an issue with the recent online room selection process and less of a staff issue, as I learned that the rooms are up for grabs online now before arrival. I was not home to go through the process as we left before the emails arrived and due to the fact that I had already selected the room in February, I wouldn't have made any changes online anyway.
We saw that the hotel is scheduled for a renovation, so that will likely take care of the other issues. Upon arrival to our room, we noticed that carpet was quite dirty, a bit sticky feeling and the tiles on the bathroom floor has some unusual black marks that wouldn't wipe off, but could probably be addressed with some abrasive cleaner. We didn't bother to call because we already knew that there were no other rooms available.
The biggest problem was not the wear and tear, but the fact that the new room booking process superseded the details taken care of by the old system, and we lost the room we spent so much time acquiring. Some kind of cross checking should have taken care of this.
We also booked a 2nd standard room for this visit for other members of our party and that room had no problems. We have been staying at Hampton Inns for the last five years and feel that the quality of the breakfast selections has gone downhill. Our first breakfast on this stay did not offer any meat selection in the chaffing pan, only eggs and pancakes. Also on that day, Friday, July 29th, there seemed to be only one person working the breakfast area and she seemed to be away most of the time. The area was not being cleaned the way it usually is. On Sunday morning, there were two people, one who was very busy, cleaning and restocking and the same person from Friday, who seemed to be passing through here and there, but not working very quickly..