Flag Hampton Inn Customer Service Review

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The experience our family had at the Hampton on the 2 nights spent here. We had to cut our stay short here and go to another hotel, the employees seemed to be trained to say and repeat the same thing, over and over, to try and convince people everything is o.k. when it's not. My family of 3 arrived later in the evening on 3/25/16, booking a room after 9:30 p.m. It should've been a red flag to leave right there an then when a man came down from his guest room to complain about the television and remote control not working. But it was late and we were exhausted. I will try to make this short, the reason for our stay at a hotel was a bathroom faucet broke, flooded the bathroom, 911 had to be called, the furnace and water had to be turned off. But I never expected this hotel to be a nightmare and more broken than our home having problems. I have never needed to write a letter of this kind, but it's really upsetting to know we complain and had issues and nothing was done or any apologies were issued, I found some of the employees lack customer service or how to talk to people.

Here is a list of everything that we experience from the moment we arrived and what was wrong with the room we stayed in, which was room #314.
-From the get go the key card didn't work to open the door, it took 2 or 3 times putting in and taking it out just to open the door.
-Our television didn't work, it didn't turn on and on the second day when it did turn on, most channels didn't have voice, and it was all broken in the back, which I mention to the girl at the counter, the very next morning.
-The mini fridge made a horrible loud sound constantly, and it wasn't even getting anything cold.
-The microwave button when pushed, stayed pushed in, couldn't close the door, it just wouldn't close, we had to keep pushing the button, to get it to close.
-The handle from the shower was completely broken, comes off easily, (I have videos and pictures of mostly everything written here, let me know if I can send them to anyone).
-Our neighbors from room #312 were very loud, we let this go because we don't let much bother us, and we just ignored it, like everything else, which we really shouldn't of, because it just got worse, and if anyone has ever lived in apartment buildings knows it's loud with all sorts of people.

The next morning we went to eat, we were ok, except for the amount of people getting food, there was barely any seating, I stood up the entire time while feeding my son, also I found it ridiculously absurd that there was only one waffle machine and we had to wait in line and wait while others make theirs, this should be already made, it would be quicker and less messy, every time I went to check, there was 4 people waiting in line, it takes about 4 minutes to fully cook the waffle, do the math. The people over serving themselves, taking most of the food or dropping them on the floor was purely disgusting, I know the hotel has no control of these ignorant people, but the food, table and floor need to be checked constantly. Food was all over the place, it was gross and dangerous.

Later I went to the pool with my 5 year old son only to find more ignorant people, adults with their kids jumping, diving, splashing and doing flips, my question is why have a camera and not come and make them leave, there are rules for a reason, we could've gotten hurt, after 30 minutes we left. We did not enjoy this at all, having water splashed into our ears. There should be more signs and an employee to stop the behavior and remove these types of people so everyone can enjoy themselves.

Has the ice machine on the third floor been fixed yet? It seems a long time to be broken, it's a hassle needing to go to another floor just to get ice. I hope it's fixed by now.

The night of 3/26/16 we were very disturbed by the chaos going on next door, again room #312, all I can say it sounded like we were in the ghetto', constantly knocking on door, people running back and forth in the hallways, doors slamming, and the language used was just unbelievable, we tried to have the t.v. as loud as we could so we wouldn't hear them, but no such luck, you can imagine the language used, it went something like this mother f!*er this and mother f!*er that, Fu*k this Sh!t', etc. Lots of laughing, arguing, I can only assume they were drunk and didn't care to be considerate, this went on for hours, from around 11:30 p.m. until after 3 a.m. in the morning, we tried to call the service desk, but guess what else didn't work?, if you guessed the phone, that is correct, we couldn't even make an emergency call, the entire phone didn't work, completely useless, I have a short video on this if you need to check it out. I don't think it was safe coming out of our room with a 5 year old to complain about a bunch of drunk, disorderly people at 12, 1, 2, or 3 o'clock in the morning, do you? But someone (a man) did knock on their door after 12 a.m. to tell them to keep it down, so it's hard to believe that when my husband complained early morning the next day, the woman behind the counter told him, they had no complains. I've seen people complain, about other things, but complaining, I also saw and heard 2 maids speaking in Spanish complaining about a man, and how sick and tired they were of him, I'm Hispanic, and it's funny how people assume no one is listening, especially in other languages they think no one understands. The next morning of 3/27/16 when my husband complained and said we were checking out, at 7 in the morning our internet was cut off, this I'm sure was out of spite, it would be a few hours before we left and my husband works all day in the computer, that is his job, the lady said, it was automatically cut off, we were having problems with internet since day one here. He had to make many trips from the 3rd floor to the desk because the internet was bad. I'd like to mention that I hope the phone is thrown out and replaced with a new working phone in room #314.

We have stayed in other states (Ohio, Las Vegas, Georgia, Colorado, Canada), and have never encountered such a disgusting hotel, more broken than anything I've ever seen before, bad customer service, and an overall terrible nightmare of experience, we couldn't stay another day, we went to the Hyatt next door to spend the next 3 days and 2 nights and it was heaven compared to the Hampton, it was quieter, much more spacious and cheaper, and for breakfast, the waffles were already made, a higher quality of everything, including the customer service.

The young lady my husband complain to and the person I spoke to about the t.v., was often on her cell phone, and seemed bothered if she needed to answer a phone call or having to get up to talk to a person, this took valuable time away from her cell phone, which by the way they should be banned from work.

This past week, we have been dealing with house insurance, plumbers, HVAC, cleaning crews, adjuster, phone calls speaking to people, and we have a long way to go. Just an idea of what we have been doing, and why this letter has been delayed, the hotel should've been an oasis, to escape what we were dealing with and going thru a lot, losing a lot when the flood occurred, instead it was the complete opposite, we know that we will never stay at a Hampton, (this one especially), it will be a Hyatt, this hotel should be ashamed of themselves for high prices, terrible, broken guest room, and poor customer service. I would like to mention the young lady my husband spoke to wasn't wearing a name tag, and if she did, it was not wearable, because neither one of us knows her name, unlike the other girls name tag was big and clear. In the future when a guest complains, instead of making excuses, trying to hide or lie, try to find other accommodations to find a resolution, and apologize with sincerity, this way guests may want to stay instead of running away. It seems like we are wasting time knowing nothing will be done, I am thinking of submitting a complaint to the BBB.

This was from the Hampton Inn & Suites
Hoffman Estates IL 60169


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