Hampton Inn Roanoke Rapids, NC

It's not fancy, but that's not what you're paying for. This was what I'd expect from a Hampton Inn, unlike the one 20 minutes north in Emporia, Virginia. The staff were kind and professional, and offered my Honors reward with a smile. My room was clean and fairly modern, with working WiFi, a larger-than-usual fridge, a microwave, and a Smart TV. The furnishings were from this century, and the floors and furniture were clean, unstained, and in working order. The bed let me walk the next morning. My only complaint is that I couldn't find a pet-walk area or a station with poo bags and a trash can.

We paid $268 for one night and got rude service in an uncomfortable, run-down place. The first room we were given on the 4th floor was filthy, with open cans of food and eggs, empty boxes, and an unmade bed. Most of the rooms on that floor were propped open too. We complained right away, and the rude manager or employee said he couldn't explain it but we could leave. Eventually we got a clean second room on the 6th floor. Another couple we met in the elevator had the same problem and were heading to a third room. I took a picture and will post it if I can figure out how.

We booked an accessible room but weren't given one, and the booking showed checkout at 12. Around 9 a.m. someone opened our door twice. Then someone called the room phone around 9:30 and woke us a third time. The hot water in the shower lasted only about five minutes. Staff wouldn't acknowledge my complaint about the room not being accessible. They only apologized for people walking in, saying their records showed we had already checked out. If you're disabled in any way, I strongly suggest going somewhere else. They seem clueless about the Americans with Disabilities Act and took no responsibility for the mistake. Beware!

I'm a silver-tier Hilton Honors member and stay at a lot of Hilton hotels. I called this one because I had a problem and needed help. Eventually I spoke with Angel, who was fantastic. She figured out the root of the issue and clarified it for me. By the time we hung up, I felt heard, respected as a customer and as a person, and knew she understood my concerns. I'd started the day planning to close and cancel my Hilton Honors account. Thanks to Angel, I was reminded of the excellent people I meet from time to time on my travels at Hilton Hotels.