Hampton Inn Covington

I was disappointed with my stay at the Hampton Inn Covington. I booked a government rate online, but when I arrived late at night, the front desk agent wouldn’t honor it without a Purchase Order from my company. She asked if I could go back to Atlanta to get the document and return, which was absurd in the middle of the night. I ended up taking a Hilton Honors rate that was still much higher than the rate I’d booked, just to get a room. Since checking out, I’ve called several times to address the billing problem and speak with a manager. Each time I was promised a callback, but nobody has contacted me. The lack of management follow-up has been appalling. I expected better from a Hilton property, and wouldn’t recommend it given the demand at check-in and the unprofessional lack of follow-through.

I usually like staying at Hampton Inn's because they tend to be clean and have great customer service. I travel a lot with a nonprofit, and this was going to be my first trip to Covington. Flying from Dallas on Friday Sept 19th, I got caught in the nationwide flight cancellations and delays and couldn’t make my reservation. I booked through a travel agency, so I understand there was a six-day cancellation policy. Still, I’ve had a couple of situations over the years where I couldn’t meet the same kind of policy, and the hotel managers kindly waived the charge. The manager here wouldn’t consider it and kept repeating that “there is nothing she can do” because of the six-day requirement. I’m writing less because the policy was enforced and more because management left me feeling so poorly treated.

I’m a diamond member, and I was bitten by bed bugs at this Hotel. The bites got infected, and I had to go to the hospital. The sheets looked dingy and were nasty, and the service was poor. When I showed them the bugs, they lied and said it was a beetle, though they offered me 10,000 points. The manager never called to try to fix things, and the owners have no accountability. Nothing was done about it.

The hotel itself looked clean and recently updated, which made the room odor all the more disappointing. We were traveling with a group spread across several rooms. In our first room, the musty smell was overpowering from the moment we arrived. Turning on the AC made it worse, to the point that I was struggling to breathe, so I went to the desk and asked to move. The next room was better, though it still had that damp, post-flood or hurricane kind of smell. We could tolerate it, but it wasn't pleasant. I hope management looks into this, since it seems to come up in other complaints too. I don't like leaving a bad review, but future guests should know about the issue.