Hampton Inn & Suites Jekyll Island — Attraction in Jekyll Island

I like the hotel and I would probably come back but there was one thing that was a problem. Our room, 204, didn’t get cleaned a single time during our stay from Saturday 2/15 until Wednesday 2/19 checkout despite our asking the housekeeping staff specifically to clean the room.

The hotel is dog friendly and we brought our dog and a kennel. The hotel is pretty clean overall. We checked into the hotel on Saturday afternoon. When we checked into the hotel on Saturday, the beginning of our stay, we found food in the refrigerator from the prior guests that had never been emptied. It was in a styrofoam container.

On Sunday, the first full day on Jekyll, we left the dog in its kennel in the room. Apparently while we were gone and the dog was locked in it’s kennel in the room, the dog barked a lot. I am not surprised the room wasn’t cleaned, that the housekeepers didn’t want to enter a room with a barking dog, even though it was in its cage. I really don’t fault the hotel plus I hate that our dog was a nuisance to other guests, so I didn’t say anything to management. On Sunday most guests had checked out of the hotel and the place was pretty empty. There had been a gymnastics tournament on the island and the hotel steam cleaned the carpets in the hallway and all second floor rooms, except ours since we were still there. This happened after all the gymnastics people checked out.

The next day, Monday, the housekeepers were literally standing outside our room when we left WITH the dog. We didn’t want to repeat our dog barking and bothering anyone so we took it with us all day. We thought since housekeeping saw us leave with our dog they would clean the room. We were wrong. The room wasn’t cleaned despite 2 or 3 people from housekeeping standing right outside our room watching us leave. That morning I had to ask one of the women to let me pass in the hall because her cart was in the middle of the hall and she was standing beside it blocking the hallway. Monday night we called down to the front desk and asked for some fresh towels and soap and shampoo since nothing had been restocked in the bathroom in several days and housekeeping wasn’t coming to our room.

On Tuesday we left the room with the dog and on our way out we saw housekeeping at the room next to ours. We asked housekeeping to clean the room. They asked if the dog would be there. We told them she would not and thought the room would be cleaned on this day. We were wrong again.

When we got back to the room after being gone all day, the only thing done by housekeeping was the dirty towels were replaced and two trash cans were emptied. Nothing more. No sweeping, cleaning, linens, vacuuming, counters weren’t wiped, no extra toilet paper, nothing else. I’m glad for the fresh towels but for $138 a night room, seems like something more would have been done.

The pool area is nice. Loved the boardwalk through the trees to the beach. The gym is a little better than most hotel gyms, basic but it does have an adjustable bench, dumbbells, one working treadmill, one cable machine, and a few other items. The breakfast wasn’t bad, not great but not bad. The bar and happy hour in the hotel is nice. It’s nice they have a business center which is two computers and a printer. I didn’t need it but it convenient if you do. Overall, I liked the hotel and would come back and give this place another chance but housekeeping’s failure to clean our room even after we asked was really frustrating. At $138 per night, this was not a 1 star hotel where you don’t expect much. Basic housekeeping of the room shouldn’t be a problem. Not sure how well the other rooms are cleaned since we don’t have any experience with room cleaning. The lobby and public areas were clean so I assume our experience may have...

OK, this is going to take a minute. Lovely place, in good condition, clean, etc., however, the restaurant was not operational although we were lead to believe there was complimentary breakfast there (OK, they had sort of a breakfast of coffee, packaged muffins, waffles, yogurt, etc.,) I settled for just the coffee after we found out accidently that this "breakfast" was available on our second day of our 4 day stay. But! Let's get to the check in! We were told our rooms would be available for check in after 4 PM, we arrived at about 7:30 PM (after us driving ALL day) and they were not ready on the second floor (we requested) but they were ready on the 4th floor. My sister and her husband had booked the same style room as I had: 2 beds, a sofa and a balcony or patio. So I did get what I had asked for but she didn't. She got a double queen, no balcony, no sofa. We traded rooms. No big deal I guess as we managed to get our luggage up on the forth floor (she's in her eighties and I'm getting there at the speed of light at 76). The rooms were nice and clean and sported labels regarding their being sanitized. Good deal. OK, so that's nice but she never had hot water. None. A cold shower at age 86 is really asking a lot. In my room, I let the water run for over 2 or 3 minutes to get hot water. OK. Her room had 2 refrigerators but one of them froze the water bottles to ice. The other one didn't. She and her husband ran out of towels and thought it might be nice for the maid to at least knock on her door and ask if she needed anything and that is when we were told to put the dirty linen outside the door and they'd leave more for you ? (assuming your neighbor didn't take them???), equally, your trash was to be put outside the door to the room as with the Covid, they did not enter rooms to clean them or freshen them up. OK, we get that. My room was hot and finally on day 3 the maid told me I had the heat on (the temp outside was in the high 80's) so, that was interesting as my sister's room was cool as soon as she entered but mine was hot, I thought it would eventually cool off. OK, so if you need anything, as I told my sister, ask the desk. I did ask the desk about the hot room but they did nothing about it. The maid fixed the thermostat for me. The desk seemed, in my opinion, uninformed and really not too good at their job, they offered nothing about the room mix up (my sister and I paid the same rate although we didn't get the same type rooms, no adjustment for inconvenience. Oh, when we checked out, I was emailed my receipt (I'm home now, 12 hours later, no receipt in my email so far) my sister asked for a copy of her bill when she paid and was told they couldn't give her one!!! "The charge will appear on your card." I'm not sure about all that but it seems odd to me. Lesson for all of this is if you visit this hotel be prepared to take cold showers, no receipt for your payment, forget the desk, ask the maid and then enjoy the lovely...

I arrived late in the evening and was greeted by friendly staff. That is where my good experience started and ended. The elevator was covered in duct tape. An elevator covered in duct tape isn’t the most reassuring thing in the world.

Upon arrival to my room, I noticed water damage to the dresser. The refrigerator that had been on the dresser was now on the floor next to it. I considered going back to the front desk and asking for another room, worried about the possibility of mold, but I admit I was too tired.

I went to get in the shower and the water was barely lukewarm. I hurried, washed off and got out with plans to mention it the next morning. The next morning, I went down for breakfast(the smallest selection that I have ever seen at a Hampton Inn) and stopped by the front desk to let them know about the water problem in my room. The person at the front desk told me that they would send maintenance to come look at it. I left for work.

When I returned in the evening, I stopped at the front desk and asked if they had found the problem. The new front desk attendant advised that they had no record of the request and that maintenance was gone for the day. I asked if there was another room available. I was told no and that I could check the next day.

I went back to my room, that housekeeping had never come into, and checked my Hilton app for nearby hotels. I found availability at another hotel. I called the front desk and told them that I would be checking out in the morning and moving hotels. At that point, somehow a room miraculously became available. I went to check out the room before moving all of my stuff. The water not getting hot was the same issue in that room. The front desk attendant had gone with me and also agreed that there was an issue with the water being lukewarm at best.

I told her that there was no point in me moving rooms. I asked if she could transfer my reservation over to the other Hilton location due to the hot water issue. She told me that she would have to call her manager and she would call me back. I went back to my room to wait. She did call and told me that her manager denied the request to transfer my reservation, but that she could still check me out in the morning.

At this point, I called Hilton directly. I am a diamond member and have never experienced the lack of customer care that I experienced at this hotel regarding the issues that I was having.

The rep on the phone was shocked. She managed to switch my reservation right then and there and I was able to move that night and not have to wait until the next morning.

PLEASE save yourself the hassle that I went through and book another hotel. If you are wanting to still use a Hilton property, check out the Home2Suites. That is where I switched to and it was so much better…and...