Hampton Inn Montgomery-South-Airport

The worst part of our stay was the night we finally had to leave. Around 1:00 AM, loud music from the parking lot woke my wife, my son, who had just graduated from AF OTS, and me. We called the front desk several times with no answer, so I got dressed and went down. The staff member said he couldn't do anything because the music was outside. When I asked him to call the police about the disturbance, he picked up the phone and made a call. The music was still going at 3 AM, and we left because we couldn't sleep. At checkout I explained why, and he said other guests had also complained. I asked him to write the reason on our record; he put only "noise," though I told him that didn't cover it, and he wouldn't correct it. The music stopped close to 4 AM as we were loading the car. I assumed the police had arrived, but the Montgomery police Department told me they had received no call from hotel staff. I hope this complaint is taken seriously, and I'll let the Maxwell AFB community know what happened so this doesn't happen to another military family. We were in Montgomery from 9/10/25 to 9/13/25 for my son's Air Force Officer Training School graduation, and chose the hotel because of the Marriott brand. We had rooms 402 & 406. From the moment we opened the doors, both rooms had such a strong chlorine/bleach smell that my wife's eyes watered. We mentioned it to the front desk and were brushed off. We turned on the vents and left for a couple of hours to attend a family event at Maxwell AFB, but the smell was still there when we got back. We also saw construction workers openly drinking alcohol in the parking lot. The rooms had several problems: the bathroom wasn't fully clean, the toilet rocked when sat on, and there was mold and mildew in the shower corners. Tiles were missing beside the shower, wallpaper was peeling, and the shower pan had hollow spots that made it feel like it tipped to one side underfoot, almost throwing me off balance. Housekeeping carts had chemical bottles without labels, which I believe is an OSHA violation. Some staff had no uniforms or name tags. Outside, the property was dirty, green mold covered the fences, and dryer lint was scattered across the sidewalk where we parked. We left a message asking the General Manager to call, but heard nothing. We then contacted Marriott Bonvoy and were told to go through Expedia. On 9/11/25, I told Expedia we were disappointed and wanted to check out on Friday, 9/12, and asked whether a refund for that day was possible. We didn't want to stay any longer either way. Expedia contacted the hotel, which refused a refund and threatened an early departure fee of well over $300 for both rooms if we left early. We had to stay another night. I sent this complaint to their Corporate Had quarters and Marriot Bonvoy and received no response from either.

The rooms are in rough shape, though the beds were clean, and the hotel badly needs maintenance that it isn't getting. The front desk worker was extremely helpful when I arrived much earlier than expected, around 11am. After my 9-hour drive, she went out of her way to get me a room.

We did get a refund for the night, but I wanted to let others know what this place is like. The beds were rock hard, nothing like the comfortable ones I've always had at Hampton Inn. Our air conditioner didn't work, and all they could offer was an industrial fan. The breakfast area was dirty and unappealing, which also isn't what I expect from a Hampton Inn. This place feels more like a Knights Inn and shouldn't be a Hilton hotel.

I've asked only to cancel because of airline problems, but they keep telling me to call the front desk, which hasn't answered for four hours. I stay at Hilton hotels almost every week and I'm a diamond member. Hilton isn't the only hotel chain out there. I'm sure the rooms at Marriot are fine, and I'm moving my business over to them to find out.