Hampton Inn & Suites Port St. Lucie, West

I booked three rooms several weeks ahead as a Hilton Honors Member for January 18-19, 2026. When our plans changed through no fault of my own, we decided to drive straight through to Miami and use Hilton there. I tried cancelling on the afternoon of Tuesday, January 13, but the system wouldn’t let me. The next morning I called the 800 customer service number. They said two rooms had military rates and the third was booked on a rewards rate, which required five days’ notice to cancel. I had tried within that period. They agreed to cancel the two military-rate rooms but charged me the full cost of the third. I asked to speak to a manager for some leniency, but was told the manager had already been consulted and the answer was to pay for the night. I’m reviewing this because the front desk clerk’s attitude, and the unwillingness of the manager or whoever they said they’d spoken to, to talk with me, fell well below what I normally get from Hampton/Hilton. Customer service would be minus five if that were possible. Double-check reservations carefully, or you could end up like me with a $140-plus room charge without ever going to the town. It’s uneven whether they’ll let you cancel within the required window.

The room had a sewage smell in the shower, but my stay was short enough that I could overlook it. Breakfast wasn’t great either: the yogurt was left unrefrigerated, and even the chiller plate didn’t keep it cold. The eggs were overdone. There was also someone smoking weed outside by the side door as I walked in. When I asked staff for a simple reservation change, they wouldn’t help, and that was a big deal for me. I hope they’ll do a better job assisting their most loyal guests. There were positives. The location is convenient, the hotel looks to be in excellent shape after a recent renovation, and the staff were friendly. There’s plenty of parking, and the digital key worked as it should, which isn’t always the case with Hilton. They also included a 10% off coupon for Texas Roadhouse across the street with my physical key.

The rooms are really spacious, and I loved the welcome note. We’ve been visiting and checking in for more than a decade, and I rarely remember service this good. The receptionist who checked us in was so good that I strongly suggested the manager give him an incentive. He spoke with my son about the football game that night and remembered his Panthers. My kids also think he should be receptionist of the year 2025. I’m sorry I forgot his name. People like him are precious: their kind words and positive energy bring customers back and leave a good impression. Happy New Year, and keep it up, respected staff. Stay blessed.

The rooms are good, like most Hamptons, and there are several restaurants, a gas station, and a Walmart nearby. But as a Diamond member, I expected better treatment. On multiple occasions, people I think included management, as well as housekeepers, were rude. I stay at Hamptons all the time, and this wasn’t the experience I’m used to. I won’t be back, and you get no heart from me.