Hampton Inn & Suites Lake Mary At Colonial Townpark

We were there for two nights. The breakfast was the usual complimentary hotel spread, nothing surprising. I'm a picky eater and usually bring or buy something else, while my husband is less particular. There were a few room issues. The fridge wasn't keeping things cold and looked moldy and unclean inside, so we left our food in the car overnight because it was colder outside. Thankfully it wasn't hot weather, and I didn't urgently need the fridge. I still wondered whether anyone checks that it's clean and working. The pillows were too flat, and when I asked a kind housekeeper, Keishla, she looked for extras but couldn't find any. She suggested calling the desk. The phone in the room looked decades old and had no labels or numbers, so I went to the lobby to ask instead. They said they'd send pillows up, and they did. The first shower we took was only lukewarm. I mentioned it at the desk the next morning; the woman, whose name I didn't get because she had no name tag, said maintenance could look while we were out. When we returned, someone had been in the room and the water was hotter. They'd adjusted it, which was great. We'd never had that problem before.

The breakfast room was a mess in the mornings, with dirty tables, overflowing garbage, and food that wasn't replenished promptly. Check-in was another major problem: we waited about an hour and a half before anyone got to us. We stayed seven nights at the Hampton Inn & Suites Lake Mary At Colonial Townpark, and our room was never cleaned. We repeatedly had to go to the desk for basics like towels and toilet paper. On day two, we were told housekeeping only came every other day unless requested daily. We made that request then, but still nobody came. Later they mentioned staffing shortages, and we eventually stopped asking, though that doesn't excuse the service. I expected more from a brand I'd considered dependable. This stay was a shock, and I would think carefully before booking this location again.

The room itself was okay, but service was awful. Our key cards kept failing, and staff repeated the same excuses while making it sound like our fault. They said to keep the cards away from phones, magnets, and credit cards, but even stored separately they still stopped working, and staff still blamed a nearby phone. They were rude when we asked for room service. In the middle of the night, someone knocked to tell us there was a leak in the roof below. The housekeeper was very nice, the only redeeming part of the stay.

This place is nasty. I started noticing the condition when I found someone else's sweater in the closet. I checked the sheets and didn't spot anything, though I was tired and my eyesight isn't great. I usually don't notice grime, but the weight room had trash film across the whole floor and looked abandoned. Then I saw chips in the flooring and realized the floors don't seem to get cleaned regularly. The staff were pleasant, and seemed surprised when I told them how filthy it felt. The responses Hampton Inn posts to cleanliness complaints also come off as insincere. They say it's not what they intend, then ask reviewers to do the work and escalate the issue elsewhere. Having read the reviews and stayed in this filthy place, it seems obvious they don't care. Take action at your own hotel.