Hampton Inn & Suites Huntsville

This letter was sent to the hotel manager and Hilton corporate. Good morning. For many years I and many of my fraternity brothers have been using your hotel for “Founders Day” for our fraternity. Every year there are multiple people that stay 1, 2 or 3 nights. The number of people varies each year. Historically we enjoy your hotel because of it’s convenience, comfort and reasonable pricing. This weekend, we hit a speed bump with regard to my stay. (Only 1 night - Saturday) We checked in after 3 and went to our meetings. Upon returning for the evening, I could not get the TV to work in room 415. I tried to call the front desk and the phone didn’t work. I called the 800 number to get the direct number to the hotel and the customer service person I spoke to asked me if I would like for him to text or email it to me so that I had it in my phone. I agreed. That text/email never came through. So I got dressed at about 10:30 PM and went downstairs with the remote for the TV. There were 2 people at the front desk, a woman who actually checked me in and a young man. I told them of the situation. Before asking any questions or examining the remote, he opened a pack of batteries and attempted to hand them to me so that I could fix the remote. I told him that the battery was not dead, because the light did come on and handed him the remote. He opened a drawer and gave me a different remote. At that time, the very nice woman, explained to me that there was no one on site that could help, and that sometimes the remotes don’t work right - sometimes you have to push off to get the TV to come on - and there was nothing that she could do about it. Regarding the phone not working in the room, I got the dumb blank stare. I’ve been traveling for years and am not accustomed to being blown off, especially by a Hilton property. I’m an Honors member as well as a Marriott Bonvoy member, which is right next door to this location. I don’t know what you can or will do about this - making it right. At the end of the day it’s not going to make me or break me, but on this trip, you lost me. Your hotel was clean, your staff was generally friendly, although not properly trained, and the bed was comfortable. It is obvious to me that maintenance at the hotel is not up to standard.

I stayed at the Huntsville Hampton Inn & Suites located at 120 Ravenwood Village Drive from Monday Jan 20th until Wednesday Jan 22nd. During my brief stay I was blown away by the staff. General manager Tonya Washington seemed prepared for everything facing a bad winter storm that came in Monday night. She was professional, kind, and willing to go above and beyond for everyone that walked through the front doors. She along with the staff including front desk, maintenance, cleaning etc. were phenomenal. I had to work out of the hotel during the duration of my stay and was truly amazed by how well this hotel is operated. I don't think I have ever written a review like this before, but I was so impressed by this staff and its leadership. Thank you for having such great workers and please pass along my thanks.

Sometimes things happen in life that are out of your control. It's how we react to them that can really make a difference. We arrived late in the day and were exhausted from work. We pretty much went to bed right away. In the morning, I realized we didn't have any hot water. I told the gentleman at the front desk. He just said he would write up a ticket when the maintenance man came in. He was friendly enough but had to prodded before he even apologized for the inconvenience. I received a text message asking how my stay was going and telling me that they email a receipt when I departed. I don't know if all guests get this text message or if it's only for diamond members. There was no mention of the lack of hot water in the text. I responded and asked if this was a real person or if the message was AI generated. Someone replied and said she was an actual person. I asked if she knew we had no hot water and she said she did. She said she saw the maintenance ticket. I told her that would be too late for us as we had two get on the road and so we had to take cold showers. Still no apology! Later I received another text from someone else. I later found out that this was the general manager. She did apologize in her text. Maintenance came to our room as we were packing up to go downstairs, grab a bite to eat, and leave. I asked if he could just wait until wen left as it was too late for us, we had already showered in the cold water. I ran into the maintenance guy again in the breakfast room. We had another conversation and I said I hope I didn't sound rude. I explained to him that it was too late for us so it was better to just wait until we left and fix it to help the next person. I saw the lady at the front desk heard our conversation. I know they knew what we were talking about. Still no-one came over to speak with us in person. When I checked out all that was said to me was "Do you want a printed receipt or should I email it?" I asked her if she knew we had not hot water and she said she did and she did now say she was sorry about that. There was no mention from anyone about discounting our room, or maybe some extra Hilton honor points or something. Just..... nothing! It left such a bad taste in my mouth as we left the property. After we left, I decided to text the number and explain how I was feeling. I told her that I was disappointed that no-one ever actually spoke to me in person. I got another text message that I thought was very rude. Half of it was in all caps. I responded and told her that I felt like she was yelling at me with all of the capital letters and I hoped she had a nice day. She didn't respond. I have stayed at many Hampton Inn properties across the globe and I have never been treated like this from management. Tonya, if you are in fact the general manager, you have a lot to learn about customer service.

Please make sure you check your receipt before leaving this hotel. I will always request a printout and not leave until I check it. They double charged us for one night. I immediately noticed it on my email as we were driving away. It took 3 weeks for it to get resolved. Then three months later, we were charged AGAIN for the SAME night. The management is the problem. They avoid phone calls and have no follow through for a resolution. My credit card company has resolved the issue. Front office staff is friendly and the hotel room was clean. Hopefully you will not have to deal with the management.

Staff was extremely unfriendly. It seemed as if we were a complete inconvenience for them. The breakfast was terrible. Very few choices and the choices they did have were poorly stocked. We stayed for a total of 4 nights and two of the mornings we had to keep asking the staff to refill items.

Great service from before checking in!! Thanks to front desk staff, MaKayla and Tonya especially. The team combination from night staff to day staff was excellent. I love the personalized texts too!!