Hampton Inn Cocoa Beach/Cape Canaveral

The charges and lack of follow-up made this an unacceptable experience for us. I checked into Hampton Inn Cocoa Beach/ Cape Canaveral on January 23rd for two rooms, one night each. They authorized or charged my card $1326.90. The front desk worker explained that another employee had actually charged it instead of placing an authorization. While she tried to sort that out as they checked in my second room, another employee argued that no charge had been made and wouldn’t let me speak. Manager Kelly then reviewed my account and the hotel’s printout, confirmed the charges, apologized for the employee’s behavior, and said she’d try to resolve it and speak to the GM about comping the room. After I deposited money at my bank because the charge had put me in the negative, assistant GM Jessica told me she was processing the refund, comping the room, and that the extra charges would drop off by morning. On January 24th, nothing had come off my account. At checkout I told Kelly I was leaving on a cruise without phone service and she said she’d handle it by the time I returned. When I got back on January 31st, three charges had posted and only one refund had appeared. Hilton Customer Care said I had to deal with the hotel because they couldn’t help. I’ve made multiple calls, been promised callbacks, and asked to speak with the general manager and owner Tom, but was refused. It’s now been over three weeks without returned calls, and Customer Care still says they can’t do anything. They’re holding my money and refusing to talk to me. This is completely unacceptable from both the hotel and the brand.

This was my first stay at Hampton, and I was impressed by how welcoming the service was. The staff were very friendly. I’m a Bonvoy Member and usually choose Marriott, but I didn’t feel the same welcome there. This stay surprised me, and maybe it’s time for a change.

The shuttle to the port was never mentioned as a paid service, even though I asked about it several times. I don't mind paying, but being left in the dark felt dishonest. Parking questions got snippy, and every person I dealt with was rude and unhelpful. The photos also give the impression that the hotel is on the beach or that you can see it from your room, but it's not very close to the beach. The building is old and needs updating. Pick another hotel.

Before our Disney cruise, we spent three nights here. Everyone on staff gave us fantastic service. Special thanks to Shawn in the breakfast area for going above and beyond to accommodate our family. Her hospitality really stood out.