Hampton by Hilton Stockton on Tees — Hotel in Great Britain

Would of been a 3 out of 5, but customer service has reduced this to a 1.

This was suggested as being the better of hotels in the area, but this is not the case - left underwhelmed and further disappointed later. It's a self-service hotel charging service rates.

Probably the most expensive hotel in the area, but you must: Pay for parking Enter the parking info in their system - yourself Help them get the Room card working - yourself Get breakfast - yourself Make coffee - yourself Clean and put away plates, cups/glasses on a tray rack - yourself

Short of making the bed, not really sure where the service is?!

On top of this - was fined for parking, despite being a guest AND paying for parking, but hotel offered no responsibility or real attempts to make good. They requested the fine be cancelled (don't care if it is or isn't as won't be paying) but refused to accept responsibility or to cover admin costs the hire car company charged due to incorrect fine.

For future guests - Stay away. Leonardo Hotel in Middlesbrough is a better hotel for cheaper, or else one of the smaller hotels like premier inn instead, where you get your moneys worth at least.

Outside of above: Rooms - OK, but very basic considering the price. Beds are on a floating frame and hard.

Breakfast - OK, but again basic for the cost. Self serve breakfast and machine coffee, no wait staff to save money, so self-tidy tables and leave tray on a rack. Feels more like a work canteen than a hotel.

Parking - Limited & on a first come first serve basis. Had to park in disabled bay 1st night as no other spaces. Dodgy system - was fined despite paying for parking. Be particularly careful if in a hire car as even if you don't pay / appeal the incorrect fine, they will not take responsibility associated hire car fees caused by same.

Customer service - terrible.

Details: On arrival - receptionists trying to multi task & no parking available, so was suggested to park in disabled bay. Wasn't keen on this, but it was suggested if I leave my details at reception, I'd be contacted to move if someone with a disability needed the space, so agreed and paid for parking and entered my details in tablet as required. Then spent about 5mins or more having to go back and forward to reception and a door opposite with room card, checking and confirming car is not working and then re-coding room card and trying again before finally the card worked.

Fast forward few weeks later - infringement notice sent to hire car company for parking, along with an admin fee for re-routing the parking infringement. Hotel said they have requested the parking infringement be cancelled, but took no responsibility or suggested nothing by way of compensation for the admin fee with hire car - caused by the incorrect fine for parking which was paid for. Management instead suggesting it was down to customer not entering info in the tablet (I did - but why is this even the customers responsibility??!).

Will take business elsewhere going forward - suggest...

I booked into the Hilton, Stockton On Tees for work. 10 nights. I took a few home comforts with me, a silk pillowcase included. I left the cotton pillowcase aside, next to the bed. I came back after day 1 to discover housekeeping had taken the silk pillowcase off of the bed & replaced it, the original remained next to the bed. I called reception, explained & hoped it hadn’t been laundered due to the delicate nature & expense. Day 2 I received it back on my return in a bag, unlaundered, with an apology & a token for a complimentary drink. Fair enough. Day 3 it was gone again. Again I called reception & spoke to Betina, she was aware of the original incident & said she would contact housekeeping. She telephoned my room after a time & my pillowcase had again been found. I asked that it be noted not to be removed with housekeeping. She asked that I remove it on a daily basis to make it easy for housekeeping. I thought my request reasonable & asked again as I didn’t want to remove it on a daily basis. She was quite insistent & made comment it was my doing that this had happened. I wasn’t happy so ended the call. My phone rang again twice, which I didn’t answer. My door was then knocked at. I was relaxing after my day, the do not disturb was in situ, but I answered the door. Betina was stood there with my pillowcase. She was verbally aggressive pushing her point, so I took the pillowcase, explained I didn’t want to discuss this any further and attempted to close the door. She physically pushed the door against me, insisting I listen, it was a struggle to close the door. I was most upset & distressed. She used her keycard to enter my room!! Shocked I told her to get out & pushed the door again against her telling her it was my space and how dare she. We fought with the door to the threshold of my room. I have never had such an experience! Horrendous behaviour. Shocked, upset and angry I contacted the Manager John by phone. Shortly after which I left the hotel for the evening as I didn’t feel safe in my own room. For context I am a solo female. My safety is paramount. The Manager was at reception & I explained why I felt the need to leave. He assured me he would address the situation.. No effort was made to follow up with me.

The rest of my stay was uncomfortable & unpleasant because of the incident, I used a physical block & lock to ensure against anyone coming into my room. I felt anxious whenever in my room.

I checked out early.

Very unpleasant experience which I’ve never encountered. Upsetting and disappointing...

A Series of Unacceptable Blunders – Avoid at All Costs

My recent experience at the Hampton by Hilton was nothing short of a nightmare, marked by unprofessionalism, deceit, and a complete disregard for customer service.

From the moment we arrived as a work team, the reception was a disaster. A staff member rudely called me over using their index finger and even went as far as questioning why people pay so much for a stay at this hotel. We were all shocked by the complete lack of respect and courtesy.

The ordeal didn’t stop at check-in. At check-out, Batina charged me again for a booking that had already been paid through Expedia, leaving me out of pocket by £730. I was immediately lied to: initially promised a refund by the end of the day, then informed again by Pal, the duty manager, that it would take 48 hours. When I discussed the issue with Shaun during my second check-in, he noted my concerns but seemed equally perplexed. Upon my final check-out, I was told by Batina that refunds now take 12–15 days—a complete reversal of earlier assurances.

The situation escalated further when Shaun discovered that the refund had never actually been issued, despite assurances from the finance team. When I demanded a written receipt or confirmation, Shaun bluntly refused, citing internal policies and even revealed previously confidential rate details. The general manager, John, then intervened with a dismissive attitude, offering a half-hearted apology and a card as a token of acknowledgment, effectively ending the conversation.

Conclusion After three weeks, my refund has still not been processed, and I have received no compensation for the significant inconvenience and financial loss incurred. This experience has shattered my trust in the brand. I strongly advise anyone considering a stay at this location to look elsewhere until these systemic issues are resolved.

This review is intended to serve as a warning to potential guests about the unprofessional and unethical practices...