Hampton Inn Brentwood

I drove through the night and needed a room at 8 am. Juana was kind and professional, let me book and check in, and even called around to make sure I was getting the best deal. The rooms are clean and nice, and breakfast was okay. The service was great, and I’ll stay here again if I’m in the area. Juana needs a raise.

I had a great two-night stay this week. On the drive to the airport, about an hour away, I realized I’d left an item in my room. Juana answered when I called, went to look for it, and helped arrange how it could be returned to my house. I really appreciate her help.

We never stayed at Hampton Inn Brentwood because of a family emergency, but the cancellation experience was awful. We booked through the hotel website and called the next day to discuss cancelling. I was passed around several times. The “hotel planner” sent the request to the escalation team, and we got an email saying they were working on it. After several more emails, we were told the room was cancelled, so we thought everything was settled. A few days later, we were charged for the room, which was not cheap. When I contacted the hotel, they told me to email. After I did, they claimed the booking was through Booking.com and said they couldn’t refund it. It was not booked through Booking.com, but they kept insisting otherwise over multiple emails. Nobody resolved the problem. The cancellation process, lack of professionalism, and being bounced from person to person were horrible. Hampton Inn Brentwood are LIARS, THIEVES, and have NO CUSTOMER SERVICE. At all costs, literally and figuratively, don’t ever stay there.

My room was dirty, and the room assigned to my daughter and her family smelled like a dog had recently peed in it. We both changed rooms. Mine ended up on the first floor by the kitchen, where I kept hearing “Lullaby and good night” music all night. Then breakfast prep started bright and early and woke me after I’d already gotten very little sleep because of the music.