Hampton Inn & Suites Altoona-Des Moines — Hotel in Altoona

It has to escalate pretty far for me to take the time to write a bad review, I usually just shrug most situations off. However, this situation is not okay. I booked my room a week in advance an had plans fall through the next day. When I tried to just RESCHEDULE my reservation well before the cancellation deadline, not to even cancel just reschedule. I was told that because the system had a "glitch" and automatically confirmed my reservation that all they could do was offer a refund and then rebook. Sure, no problem. Only the girl Daniella at the front desk denied the refund. Which the guy I was talking to on the reservation line even said he does not know why they are being like this and that its usually not an issue. I have never had a hotel be like this and I have stayed in dozens. Based off the customer service I have experienced just by booking and not even staying there is atrocious. If the situation is not made right they will not only lose my future business but lose a few more customers I know who stay there as well.

I ALSO WANT TO MAKE IT CLEAR IN REGARDS TO MANAGEMENT'S RESPONSE I DID BOOK THROUGH THEIR WEBSITE DIRECTLY AND HAVE THE EMAIL TO PROVE IT...ALSO WHEN I SPOKE TO THE FRONT DESK AT THE HOTEL THE BOOKING LINE THE RECEPTIONIST WAS GOING TO GIVE ME WAS THE SAME NUMBER IN THE CONFIRMATION EMAIL I RECEIVED TO WHICH I SPOKE TO THE GUY THAT STATED HE DIDNT KNOW WHY YOU WERE NOT AUTHORIZING A REFUND WHEN ALL I WANTED TO DO WAS TO RESCHEDULE FOR A DIFFERENT DATE. I ALSO FIND IT INTERESTING HOW YOU HAVE TIME TO RESPOND TO MY REVIEW BUT NOT TO MY PHONE CALL OR VOICEMAIL.

I also just called the reservation line back and got confirmation from them that they are the direct booking company FOR Hampton Inns, they are NOT...

I stayed at this Hampton Inn in Altoona, IA, and what happened to me felt more like targeting than hospitality.

Weeks after my stay, I was charged over $430 without my consent. When I called the hotel, the manager “Sam” (who falsely claimed to be the general manager) told me $300 was a cleaning fee and $130 was for a noise complaint. No photos were provided at the time. No signed agreement. No warning at checkout.

When I kept pushing for answers, they finally sent me “evidence” — a few photos of used towels, some trash by the bin, crumbs on the floor, and things that happen in any hotel room, especially when you have children. Nothing broken, damaged, or unusual.

What made this worse was the manager’s tone. He was aggressive, dismissive, and made it clear that if I didn’t pay, I’d get kicked off the Hilton Friends & Family program and my friend who helped with the reservation could lose her job. He weaponized that discount as leverage — threatening us both like we were criminals.

I’ve stayed at hotels across the country. I’ve never been treated like this. I couldn’t help but feel like I was being singled out — not just for using a friends & family rate, but for who I am. I’m a Black man who came in with my kids, and I truly believe if I didn’t look the way I look, this situation wouldn’t have happened.

I’ve spoken with Hilton Corporate and disputed the charge with my credit card company. But this situation has caused me stress, embarrassment, and the feeling of being unfairly targeted.

If this is how Patriot Hospitality treats certain guests, Hilton needs to take a hard look at who they allow to manage their properties. Guests should feel welcome — not bullied, profiled, or shaken...

First off let me start off by saying I have never left a bad review on anything . I felt the need to take time out of my busy schedule right this . This experience was the worst guest experience ever at any hotel EVER . I frequent Hilton Hotels across the country . Hampton Inns and Hilton Garden Inns and I have never felt so disrespected as a guest let alone a long time Diamond Class / Hilton Honors Card Holder . While checking in , the front desk told me that I was unable to stay there because I had a truck ( size of a UHaul ) so I asked to speak to management . This has NEVER been a problem in 20 yrs across the country even on coastal properties in CA especially on a Wednesday evening . At this point during the check in I felt I was being harassed. I have already had reservations made online , management got involved and needless to say I was checked into my room # 211 . I feel like I was given this room because this room has a view of a concrete wall ( Literally, you can not see nothing else but a concrete wall ) . Hopefully I paved the way for the dump truck driver that checked in after me and he didn't have to get harassed and got a better view. His truck was definitely much larger than mine . This review is not mean to hurt the facility but to inform the everyday hard working people that drive vehicles larger than an SUV , like Lineman, Construction workers and Cowboys that this facility may not be the one for you . I would definitely call ahead instead of making a reservation online instead of still thinking about this 24 hrs later . Shout out to the very pleasant lady that made breakfast...