Hampton Inn Cleveland-Downtown

Wenyue Hua 2 months ago

This was the worst and most offensive hotel experience I have ever had. We had a confirmed booking at this Hampton Inn by Hilton and arrived around 1:00 AM after a long day of travel. We came to the front desk carrying our cat in our arms. The staff member told us that the cat needed to be leashed or in a carrier while in the hotel. We understood that the hotel may have a pet policy, and we were willing to comply. Since we did not have a carrier with us at that moment, we offered to keep the cat fully contained in a bag only for the very short walk from the front desk to our room, so that we could follow the staff’s instruction and finish check-in. The issue was not the pet policy itself. The issue was how the front desk employee treated us after we tried to comply. Instead of professionally explaining the policy or helping us find a reasonable solution, she responded with a mocking and disdainful attitude. She questioned our proposed solution as if we were doing something absurd, even though we only suggested it because she told us the cat could not be carried in our arms. She then said she did not trust us and suggested sending someone to watch us walk to the room to make sure we did not let the cat out. That was humiliating and completely unnecessary. We were paying guests with a confirmed reservation, arriving exhausted at 1:00 AM, and we were treated like suspicious people rather than guests trying to cooperate. Even after we agreed to her monitoring suggestion just so we could finish check-in and go to sleep, she escalated the situation further. She accused us of being rude and said she did not want to deal with us. When we asked directly whether she would check us in, she contradicted herself and said she had not refused to check us in. Her behavior was hostile, inconsistent, and obstructive. As Asian guests, we felt targeted and demeaned by her tone, distrust, and contemptuous attitude throughout the interaction. This felt like biased and discriminatory treatment, not normal enforcement of a hotel policy. Because of this treatment, we were effectively unable to check in and use the room we had booked. We should not be charged any refund fee or penalty for a failed check-in caused by the hotel’s own staff behavior. Management needs to investigate this incident, provide proper staff training on respectful guest communication, fair policy enforcement, and discriminatory treatment.

SNL Desmond 4 months ago

Being hospitable can’t really be taught. Most of the employees here had an under flying attitude & didn’t seek ways to help or resolutions to problems customers present. Myself and other customer interactions I witnessed. The female bartender was really nice and I didn’t even order a drink. The room was dirty especially the bathroom

maria fred 3 weeks ago

My niece was getting surgery at Cleveland clinic and we rented a room out at the Hampton Inn we had the best service from the moment we walked in through the door. The receptionist was so kind and helpful as well as the young man who was valet. The next morning we checked out and we received the same kind of treatment upon leaving. Will definitely book again Thank you for the kindness!

N SB a week ago

Shocking incompetence and hostility by the front desk. The woman that checked me in needs to go back to hospitality 101. I could not believe how incompetent and hostile she was. She asked me my name, typed it in wrong and then blamed me by yelling at me. Never a kind word, greeting or smile. The manager on duty was equally incompetent and unaccountable. This seems to be an ongoing pattern at this hotel. Why is nothing being done about the staff? Future guests: if you decide to stay at this hotel and have the same unfortunate experience, you can contact Hilton corporate # directly and file a complaint ,write an online review, and also file a BBB complaint for Hilton worldwide.

barbara pliskin 4 months ago

Easy on and off highway. Had a reservation but still took almost 15 minutes to check in. Bed was clean and comfortable. No bottled water in the room. Morning coffee was pretty good