Hampton Inn & Suites Enid

I had to cancel too late under the policy after a hospice worker failed to show up to care for my very sick relative overnight. The hotel said I would still be charged and showed no sensitivity. The relative I cared for that night is 88, a longtime resident, and a highly decorated career veteran of the US Army. The day manager said the owners weren't local and wouldn't be interested in my circumstances or support a one-night refund. I was extremely disappointed by how this was handled and by what felt like an ownership interest limited to collecting fees. I'd look for another option rather than support this group. The response to my first post had the same lack of sensitivity as the daytime management team. Saying “thank you for your service” felt empty when a hospice healthcare worker had failed to show, leaving my relative without support until I stepped in. Hiding behind a corporate cancellation policy is a cop-out. Fees get waived at management's discretion all the time. A more honest response would've been that they wanted to keep the charge and didn't care why I couldn't make it. My uncle served over 40 years and is well connected across the local military community. We'll make sure people know how this facility treats those who served.

The front desk staff were polite, but could only direct me to the manager. I couldn't get Manager Kristi to return my calls, and when I finally reached her after checkout, she didn't care. The housekeeping manager, Doris, had an attitude too. There were bugs on my room floor and by the lobby entrance, the ice machine was broken, and the bathroom sink wouldn't drain. No housekeeping came during my stay, despite signs saying service was every other day. They said the hotel was due for a remodel, but unless the policies and attitudes change, that won't fix things. I'm a lifetime Hilton Diamond member, and I won't stay here again.

After checking in online the day before, I went to get my digital key and saw I'd been put on the fourth floor, on the side with smoking rooms. I'd chosen a non-smoking suite on the ground floor. When I called, they said there were no other rooms, apparently mine had been given away. The digital key didn't work either, so I had to go back down to the desk and return with a regular key. Then I stepped inside, took off my shoes, and hit the carpet tack strip where the carpet had pulled apart. Ouch. Not a relaxing end to a long day.

The manager found my engagement ring and said she'd put it in the safe to ship back to us. Three weeks later, we were told a housekeeper had thrown it away while cleaning “around the safe.” She obviously stole it. It only had sentimental value, so the joke's on her. Horrible staff.