I aplogize in advance if this turns out to be a long post, I am very angry and very shocked at the poor customer service that I have received by Hampton Inn. Customer service is completely non-exsistant in their business!
My husband recently stayed at a Hampton in Savannah, Georgia. They made a huge mistake and charged our card four different times and in four different amounts, none actually matching the actual charge of his room. (these four charges did not even include what his actual charge that he signed for) We actually used our debit card so the four charges resulted in that money being frozen until the charges are taken off. I proceeded to call the hotel and try to speak to the general manager but she was not in so i tried calling Hampton's headquarters. I didn't realize until yesterday that all the Hampton's are franchised. After again not hearing from them today I called them again and finally got to speak to the manager on duty. They never once apologized for the mistake or explained why it happened except that it must have been a computer mistake!? The corporate number is no help either because they say it is up to each individual hotel as to how they handle things and that they can intervene in any way. After several long distance phone calls and much stress over this, they finally agreed to comp us the one night he did stay. I appreciated that gesture but did not feel completely satisfied over the incident because of the money that they screwed up on and charged me 4 times for. I felt like the one night at comp was a given and they should have done more.......maybe I am wrong however i really don't feel like i am hard to please. I just want fair treatment and to feel like they value me as a paying customer. I am just totally shocked and amazed that they can freeze up my money like that and not even care to try to make me happy. I have always liked Hampton in the past, thought they were clean, safe, etc etc but I feel so strongly about this that I would never stay at one now no matter what. I am a GM of my store and go out of my way to make my customers happy. If I can't please someone I send them to my regional, etc. I thought that was what all companies did.......guess i am wrong again!
Sorry for the long post, I am just very frustrated and felt like venting!
Vicki
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