Hampton Inn & Suites Newport News (Oyster Point)

Sonja at the front desk made a real difference to my stay. She was kind and welcoming from the moment I arrived, and always helpful, with a warm smile and great attitude. She went above and beyond to make everything smooth and comfortable. Her care and professionalism set a great tone. Sonja is a real asset to the hotel, and I’m grateful for her outstanding service.

The front desk staff were friendly and helpful throughout the weekend, especially when I checked in and found one bed used and unchanged. Our group had use of the conference room, and while we were arranging a case of drinks there, a cockroach ran out from underneath it. I later heard that another member of our group had a roach land on her arm while she was in bed. The hotel is dated and needs a refresh. Its location didn’t feel great, right by a strip center, an unfamiliar property, and a busy road. When our college-age kids were eating breakfast, an unhoused man came into the lobby, took a phone from their table, and ran out. Police were called, and the phone was eventually returned. I emailed about these problems after we got home. The property manager said pest control had already been there and the man had been banned, but I was the first to notify them, less than four days after our stay. Her response didn’t make me feel valued as a Hilton Honors member or customer. Our group is scheduled to stay again in Feb, but I know many people will cancel because of the cockroach issue.

Ms. Dana and all her staff were awesome during our week-and-a-half stay with my family. The room was very clean, and the staff went above and beyond to accommodate us. We checked out today, and we’ll return if we’re in the area again.

There was a strong mildew or mold smell across the whole left side of the hotel, affecting every odd-numbered room on every floor. I noticed it immediately, and it made the stay uncomfortable. My own room was clean and well-kept, but the air quality was a real concern. I have asthma and had to use my inhaler several times because of it. Anyone with respiratory sensitivities would likely have trouble staying here. I’m concerned about the staff too, since they work in that area and breathe the air every day. The cleanliness and service were otherwise good, but the odor and air quality need urgent attention. If they fix it, this could be a much better place to stay.