Hampton Inn & Suites Toledo/Westgate

We called before booking because we’re traveling and specifically wanted a hot tub. When we arrived, it was surrounded by caution tape. With so many other places to choose from in the area, we wish they’d told us ahead of time.

Being left in the lobby at midnight with my two children after a confirmed booking since 7 PM for a room with two queen beds was beyond awful. Michelle in customer service had a terrible attitude and basically told us to figure it out while my kids were crying. She made no real effort to help, even by offering a king room with a pullout couch. She yelled at both EXPEDIA reps and HAMPTON INN CUSTOMER REPS who called to reason with her. The whole situation showed no compassion or professionalism. Please check the cameras and phone records to see how it was handled. We went next door to Holiday Inn, where the staff immediately helped us without hesitation and supported my children upstairs. That’s the kind of service people need when traveling with kids late at night, especially when the problem is clearly out of their hands. Absolutely disgraceful.

Calling the number on the website sends you to a third-party reservation service, and it cost us an extra $70. We’ve stayed at Hampton four times a year for six years, but we’re done. Customer service was nowhere to be found, and breakfast was inadequate. I don’t know if there’s new management, but some staff could use a refresher on hospitality.

Two weeks after I called about my daughter’s sound machine, we still hadn’t received it. We’d stayed over Memorial Day weekend, and only realized after getting home that she’d left it in the room. I called the hotel, they found it, and I agreed to pay for UPS shipping using the card on file. When I followed up, I was told UPS couldn’t charge my card, so they never sent it. That seemed odd since the same card had worked for the room. What upset me most was that nobody called to explain the delay. I would’ve told them to forget it and ordered a new one. When I said they should cover the return shipping because the problem was now theirs, the man put me on hold for five minutes, then asked if I wanted to try another card. Ridiculous. I also asked for a manager to call me, but no one ever did.