SpringHill Suites Hampton

I left without staying the night. My second room had such a strong weed smell that my eyes watered, so I went back downstairs and checked out immediately. The front desk woman was great again, and she refunded my card for what would have been a five-night stay. The first room hadn’t matched the online photos either. The couch had what looked like stains from, well, “activities,” and the bathroom was filthy with a bad smell. When I asked to switch rooms, the woman at the desk handled the whole thing wonderfully. She deserves better support from the company, and I’m very grateful for how kind she was. Another woman I met in the elevator had checked in and left as soon as she saw her room. The owner needs to deal with the hotel’s condition. The front desk staff member deserves a better place to work, given the level of service she provides.

I found another hotel later that night, but I shouldn’t have had to scramble at 8 PM. They could have called me in advance so I’d have time to find somewhere else, instead of waiting until I arrived to cancel my reservation at the desk. I was in Virginia for a funeral the next morning, after flying in from Florida on January 1, 2026. I’d booked the day before through a third party, even though I’m a GOLD-ELITE member. When I got to SpringHill Suites by Marriott Hampton, 1997 Power Plant Pkwy, Hampton, VA, around 8 PM, the woman at the desk said the hotel had no hot water. She said they’d tried to contact guests with reservations over the prior two days, but I hadn’t received a call, text, email or any other notice. I explained that I only needed a place to rest before the funeral, and asked whether there might still be a room available. She told me she had just canceled my reservation. When I asked why, she said other customers who hadn’t canceled had asked for refunds, so she’d canceled mine too. I told her I wasn’t every other customer and just needed somewhere to stay. Her answer was that it was already canceled, and I’d have to contact the third party because she could do nothing more. She also said they’d been without hot water for several days. They had a tank but hadn’t found anyone to install it yet. If that had been going on for days, I don’t understand why the hotel was still accepting reservations. This was completely unacceptable, especially when they knew I was there for a funeral. I won’t stay at this chain again. I challenge the managers or owners to review the front desk video and ask themselves whether they cared when I explained why I was in town.

I’m so grateful to MRS STEPHANIE SILER. She made a hard trip much easier, and the warm smile she gives me when she sees me makes me feel welcome. She checked me in, then helped when I needed to extend my stay and change the card. She was kind and friendly the whole time. I needed someone like her in my life while I’m processing what I’m going through here. I can’t thank her enough, and I’ll definitely be back.

The staff were friendly throughout, and they gave our new puppy Max special attention. It was his first road trip, so that meant a lot. The room we moved to was satisfactory, though my wife later noticed the plastic shower liner was dirty. She asked the front desk for a replacement, but it never came. At check-in on 01/08/2026, we were told there was no hot water. After we unpacked, I found the AC didn’t work, and the in-room landline to the front desk was dead too. I asked for another room. We got key cards for the room next door, but nobody offered to help us move our things. We’re senior citizens, so maybe our expectations were too high? We visit family and friends in Hampton Roads often. Since this was our second bad experience with the Marriott brand in the area, I’ll probably use my Hilton Honors membership when booking in Hampton.