Hampton Inn & Suites Springfield/Downtown

The rooms were fairly clean, but the bed and pillows weren’t very comfortable for a Hilton. The lobby was a good place to hang out, and kids enjoyed the small pool, which filled up with children. We were there for a hockey tournament, and lots of teams seemed to be staying at the hotel. Still, kids were told they couldn’t play knee hockey or use the conference room for it, even when they brought sticks and nets. I wouldn’t choose this place when traveling with hockey players. It’s near the basketball Hall of Fame and MGM, but you have to drive to reach pretty much everything.

I spent nine nights here for work, during a busy week with sports families around. Lisa was juggling a lot and kept things running smoothly, and the staff were friendly and helpful throughout. The location is great too. I can’t recommend the place enough.

They held our room even though we didn’t arrive until around midnight. I called a couple of times to let them know we were on the way, and since it was their last room, I was so relieved they kept it for us. I didn’t have to find another hotel. The extra chaise lounge was perfect for my husband, who has congestive heart failure and can’t sleep flat. The bed was huge, so I shared it with my daughter and didn’t even notice her while I slept. The bathroom was a good size, and although we didn’t have the maid come in, they brought us extra pillows and towels. Parking was plentiful, which we appreciated. The location was maybe an 8.5, since there weren’t any stores nearby. Breakfast was scrumptious, with eggs, sausage, home fries, apples, bananas, waffles, and more.

I had to cancel my room for the weekend because a major snowstorm and nor’easter were forecast for Sunday. With my children traveling with me, driving home in those conditions didn’t feel safe. The hotel refused to waive the cancellation fee. Lisa at the front desk was rude and unprofessional. She told me, “We cannot go from a full hotel to an empty hotel,” and said I should use traveler’s insurance. Corporate customer service later said the hotel could have waived the fee, but then said they couldn’t help because Lisa had already sent a denial email. This was incredibly disappointing, especially with the storm being described as one of the biggest in years. A simple confirmation that the fee could be waived would have been enough. Instead, I was met with dismissal and no care for the circumstances. I hope someone reviews this, because this level of service is unacceptable. Horrible customer service during a major nor’easter. I had to cancel because travel with my children would have been unsafe, and Lisa at the front desk was dismissive, telling me they “can’t go from a full hotel to an empty hotel” and to use traveler’s insurance. Corporate later said the hotel could have waived the fee, but wouldn’t help after the front desk sent a denial email. Zero flexibility or empathy. Very disappointing.