Hampton Inn Huntington/Barboursville — Hotel in Barboursville

While I am only rating this experience with 1 star, the hotel itself, the physical structure, is not what I am rating. I am rating my horrible customer service experience. After booking the hotel through Hhonors as I have booked all of my Hampton, Hilton, Embassy Suites stays since becoming a member in 2004, I didn't expect to get treated like I didn't belong at this property and that is exactly what happened. I had booked the hotel one month in advance with no issues as I have always done. I pulled up to the front doors and go inside to check in, and behind the desk is a young guy approximately right out of high school who checks the system and "can't find my reservation". I smirk and pull up the confirmation on my phone and he still "can't find my reservation". Thinking he might me a new trainee or newer employee who may just be having an issue understanding how to navigate. So I Ask him to check the system using my name and he still "can't find my reservation." I ask someone else to help who has been standing behind the desk monitoring this guy's actions the entire time. They assist and my reservation is found. Then I am asked to not only pay for the room for the 2 days that I had reserved with my credit card, but also, it was mandated that I also leave a $250 cash deposit that would be returned to me the morning of my departure. I asked why, and am told that its hotel policy. This has never happened in my life. To pay with a freaking credit card and then to also leave a cash deposit. So, here I am, asking questions and asking to see this deposit policy and of course none exists. Since I had driven 10 hours (yes, 10) to see my military family and participate in a very prestigious promotion ceremony, and had already given them my credit card before they asked for the deposit, I stayed. That's the first reason. I checked in and immediately contacted the Hhonors toll free customer service department to inquire about such a policy and why it only exists at this property, and of course they were not helpful at all. A bunch of call transfers and note taking and "someone-will-return-your-call BS! I return back to the front desk area just to see if any other guests are checking in and being asked to pay a deposit in addition to swiping their card, and what a surprise (not)! It was just for me only. Those rules only applied to me. I kept watching as I entered the front doors over the next 2 days and again, it had only happened to me from what I witnessed. Nonetheless, The room itself was clean, but humid. The air conditioning was barely working and when it blew air, the sound was louder than normal. There was plenty of parking and there are a Plethera of restaurants within a 1 mile radius in either direction. I normally snap and post photos, but this incident had my mind in disarray and I was not happy. I mostly remained away from the property attending special events for my military family.

When I approached the front desk on the morning of my departure, of course they had to "locate" my deposit as I pointed to where I had last seen the previous desk clerks place my money. I wouldn't recommend this hotel, of course, because of the way I was treated. No other reason. Stay at your own risk! I am not seeking a response from management. I have been reviewing places (using all available apps, writing in, on websites, etc, for the last 10 years. If my experience is awesome, I am truthful. If it's not, I am truthful. Bottom line. Thank goodness I love my military family, that's the second reason I...

This visit was due to a long trip (we had to stay 2 days due to my father's funeral). My family and I were not in the mood to search for a quality hotel. We went with the Hampton Inn due to the reputation of the name and have stayed in several Hampton Inn's before and have been pleased. After this visit, the cost of this hotel was NOT equal to the quality you expect from a Hampton. Reputation is everything in business. This experience has tainted their reputation in our eyes and will never stay at a Hampton Inn again.

I will give pros first. Lobby was very clean, well stocked for snacks, coffee, and hot breakfast was good/fruit was fresh. Employees were very friendly and helpful. The room did not smell musty & a/c worked ok. We did appreciate the full-size bottles of quality shampoo/conditioner/ shower gel/lotion that was mounted in the shower and on the wall. Cracker Barrel is right next door along with a plethora of choices either within a short distance or via Door Dash.

Cons: Toilet was extremely loud. Mold around fixtures in bathroom and wood caddy had a lot of dust (could tell it was not cleaned regularly). Other upscale hotel bathrooms put fresh roll of toilet paper on roll or at the very least tear off 4 sheets and fold end. Water was barely luke warm DUE TO A HOT WATER RESTRICTOR. As a 50 year old disabled veteran, traveling is physically difficult, and I rely on very hot baths to ease pain. This was just under Luke warm. These restrictors should not be on there. They are extremely inconvenient, and getting into a hotel after a hard day of traveling last thing on my mind is to ask for this to be removed. I just want to go to my room & relax in a hot bath or shower. Nothing relaxing about that at all. Lastly, the towels were so rough to use on sensitive skin. Next was the bed. I would have had a better night sleeping on rocky ground outside with no mat. It was like sleeping on a piece of wood, and every time I moved, the creaking was so loud it woke me up. Comforter was extremely thin, and pillows were subpar at best. The chaise lounge next to bed was very lumpy and uncomfortable to sit in, which is a shame as it was a better idea than a regular chair. The refrigerator never got cold enough (not sure if it was an older model or just set wrong).

If we were not limited on time due to the funeral, we would have left and found other accommodations. This was a very big disappointment. We do not...

Ants everywhere! We left our small puppy in the room for just one hour after checking in, and when we came back, the room was crawling with ants coming through the wall. They were everywhere. This was in Room 102 — avoid staying here

Terrible management. The poor front desk clerk was left alone with no authority to process refunds. She tried repeatedly to reach Assistant Manager Corynn Hawkins, who refused to answer. When I called Corynn directly using the number on her business card, she berated me and said, ‘Sir, it’s 9:00pm at night, you need to respect normal business hours.’ Meanwhile, I was simply trying to resolve an urgent issue and secure a refund so I could find a safe, clean hotel. This level of unprofessionalism is unacceptable. Corynn’s neglect of both her guests and her own staff reflects extremely poor leadership. I would never employ a manager who behaves this way.

Instead of refunding my money or helping me understand the process to do so, Ms. Hawkins escalated the situation unnecessarily by calling the police to have me removed from the property. The officers quickly realized it was a complete misuse of their time, particularly since Ms. Hawkins wasn’t even on-site—she was at home.

The only positive interaction came from Olivia, the young lady working the front desk. She remained calm, professional, and far more helpful than her manager. Ultimately, it was Olivia who provided the correct number to call, allowing us to resolve the issue and obtain the refund that should have been offered immediately.

I have already sent a detailed report of this incident to the hotel’s General Manager, Mr. Randy Kveton, and filed a formal complaint with corporate. This type of unprofessionalism and lack of accountability poses a serious liability to the Hilton brand. I would never consider employing someone who represents a company in...