Hampton Inn & Suites Howell

The rooms were good, the location was great, and the other employees we dealt with were kind and helpful. But after spending around $400, the way one employee treated us left a very negative impression, and we wouldn't stay again. We were in town with our basketball team, and my son and I had just come from the hospital after he was injured. The team briefly cheered for him in the lobby when we arrived. An employee who gave her name as Charlotte reminded us about quiet hours, which I understood and respected. One parent apologized and explained they were celebrating my son's return. Charlotte responded rudely. There were three groups in the lobby, but she only came back to speak to ours, and her manner was extremely unprofessional. When I politely asked for her name in case I needed it for a review, she made sarcastic comments instead of handling things professionally. I hope management addresses how guests are spoken to, especially families and kids traveling for sports.

The hotel was very clean, and the buffet breakfast was pretty solid, but I paid over $150 and couldn't really swim or sleep. We brought our five-year-old for his birthday to use the pool on a cold day. It was crowded with kids around 10-12, with nowhere to put our things except on the ground by the edge. They kept splashing and jumping around him, and he swallowed water enough that I worried he might throw up. The kids also shot water toys at our towels and the ceiling. The pool is small, and I know kids are just playing, so I wasn't too upset, but it set the tone for the visit. We were on the third floor, where I assume a large group of teens were unsupervised. I let the kids run in the hallway and throw cookies at each other until about 11 p.m., but the screaming got so loud I went to check no one was hurt. I called the desk, and they said they'd look into it. The noise continued until about 1 a.m. I blame the parents more than the hotel, but it made for a poor stay.

The rooms were clean and the hotel itself was in great shape, which makes the service issue even more frustrating. We checked in with Digital Key for two rooms as Diamond Members, then came back a few hours later to ask for Hilton Honor welcome amenities. Brianna said the GM's policy was one water per room. No snacks or other items were offered, despite the brand standard calling for two waters and a snack choice. Hotels don't get to limit that standard, but this one did. At check-in, Brianna was doing her nails under a personal UV Light Machine while we waited for the other GSR to finish a phone reservation. One room also needed a soft key. They saved $0.15 on water, and we won't be back. Nice hotel, though.

Taryn was lovely to chat with in the dining area and kept it clean and pleasant for breakfast. The room was very clean, and the mattress was so comfortable that I slept really well. We got a nice welcome from the staff at check-in, and I'd stay again.