Hampton Inn & Suites Rome

The pool was one of the main reasons we booked, but it was frigid because the heater was broken, a problem other recent reviews had mentioned too. Some staff were a bright spot: Cory, the breakfast bar staff, and the 4th-floor housekeeping team were kind, professional, and caring. They made the stay bearable. Management was a different story. At check-in and beforehand, we asked for a quieter room because one side faces a loud, busy street. Our requests were brushed off, with no effort to find another option. During Angela’s night shifts, basic requests for help were also denied. After a spill, we were handed a broom to clean up ourselves. Extra pillows arrived without cases and smelled bad. Later, someone offered us a room change but gave us only 30 minutes to move everything, warning that we’d be locked out and unable to retrieve anything left behind if we didn’t finish in time. Going from “not possible” to that kind of ultimatum felt intimidating and punitive. When I calmly spoke up for my family, I was called “aggressive,” told I wasn’t a guest because my name wasn’t on the booking, and warned that my concerns wouldn’t be taken seriously. Law enforcement was threatened, and we felt targeted and unsafe. Hilton corporate guest services had to step in while we were still there. We were told to bypass the front desk during Angela’s shifts and contact corporate if our room needed help. Later, Penny said she had spoken with my mother and resolved the case, but that conversation never happened. Neither of us got any follow-up, even though corporate said contact was required. The whole experience felt unnecessarily hostile and distressing. Some staff showed real warmth, but Angela’s and Penny’s conduct undermined that completely. I wouldn’t stay here again.