Hampton Inn Boston Bedford Burlington — Hotel in Billerica

My family and I drove some 5hrs to spend the weekend touring the city of Boston.(June 17-18th) I always use Hampton Inn and have not had a problem until now. I booked my reservation about a month and a half in advance through my job on Expedia, to earn rewards. I booked and paid for a room with 2 queen size beds and a pull out sofa. Upon arrival the room we received was incorrect. We had one king size bed and a pull out sofa. I called the front desk and Tiera informed me that, that is what my reservation was for and that I would have to contact Expedia. I knew that was incorrect information because I had my print out confirmation and reservation details with me. Trying to fix the situation quickly, or so I thought, I contacted Expedia. They confirmed the information that I did pay for a room with 2 queen beds and a pull out sofa. The lady from Expedia said that she would personally contact the hotel. I was on hold for about 10 minutes and then was informed that Tiera said that there must have been a glitch in the system because the reservation only came through for 2 people and that they had no other rooms to move us to. Expedia apologized and gave a refund and an additional coupon for a stay at another time. If there was in fact a glitch in Hampton Inns system the staff handled the situation very poorly. They were not apologetic or understanding of the situation my family and I were now in. When we came down to the lobby to buy water another hotel guest told us they give each guest a courtesy bottle of water. She proceeded to walk up to the clerk and ask for the courtesy bottle and it was handed to her. We immediately went up to the clerk after to ask if we could have a courtesy bottle of water, and they said that they do not give courtesy bottles of water. It was at that moment I realized that we were not to be treated in a courteous fashion. We paid for our waters and went back to our room. Our only option for the night was to sleep 3 in the king size bed. We made due. Im disappointed with this Hampton Inn because the situation in itself was frustrating and they could have at least tried to be understanding and accomodating, if not in a room than certainly with a pleasant professional attitude. It could've made the...

Unfortunately the negatives outweighed the positives. We are HHonors members, we won't be back. Unfortunately the negatives outweighed the positives. We are HHonors members, we won't be back.

Negatives: oversold & sold our room. We were not placed in a comparable room. Person checking me in, Bob, made NO attempt to correct, or offer a discount on what was their choice to move us. No attempt to contact us prior to our check-in regarding this change. We went from two beds to a single bed because "there was a high demand for the two queen beds". As a matter of fact the keys had our original room we'd selected written on. Showing they chose to give that room to someone else after we'd already reserved it. Being rewards members allowed us to choose our room the day in advance, so we were very disappointed to find that this "perk" means nothing. We specifically chose this hotel because it was a HHonors member & we got this perk. We evidently got the lowest room possible to give out.

Handicap tub required I removed a seat that occupied 1/2 of the tub before anyone could use the shower. Knowing we did not request a handicapped room, they could have done this prior to our arrival. Shower had poor pressure.

People above us were stomping around. We could hear the elevator. None of this would have been an issue if they'd put me in the room I specifically booked, which was on the top floor away from the elevators.

Keys wouldn't work to my "new" room. Bob had to send someone up to unlock the door. This employee told me "these keys are terrible they don't work well at all".

Breakfast was a joke. Plates & plastic ware are on the opposite end of the dining room from the food - causing everyone to bump into each other as they had to keep crossing the room in between chairs & tables. There was no oatmeal, about 6 tablespoons of scrambled eggs. No batter to make waffles. And no water (all the pitchers were empty).

Considering they were more than happy to charge us full price ($230 w tax) for a room I didn't request - we won't ever be back. I'll stay at one of the 2 hotels next door or on Route 1 which is closer to Boston anyway.

Oh the positive- the...

I am sorry to report a very upsetting experience that we encountered recently with the Hampton inn during a family medical emergency. My mother in law was airlifted to Beth Israel hospital in Boston from a rural location in New Hampshire. She had suffered a serious stroke. Family was traveling immediately to Boston from out of state. I called central scheduling at 6:47 pm to reserve multiple rooms ( we were not sure if we were staying in downtown Boston). I explained my situation with central booking and they assured me that using my credit card would hold the rooms but not charge the rooms. I called less than 2 hours later to cancel rooms and the very nice lady (Mariella). Said she was not authorized ti cancel the rooms and I would have to speak to manager Annie Ahimah in the am. This was very upsetting due to the family tragedy and the 100% reassurance from Central booking that I would not be charged the multiple rooms.

I called and spoke to Annie Ahimah the next morning and she told me that she could not refund me the rooms. Please note they were on hold for less them 2 hours and I wax fully charged for the multiple rooms. She told me that she had no authority to refund me the rooms.

I called central booking and they listened and told me that Annie Amihah had the authority to refund me the refund. Central booking told me that they would reach out to her to refund me the multiple room charge. Central booking reassured me that if she did not approve this they would take it to another level and get my refund. Central booking told me to wait a few days and to call back in reference to my refund. I did get the refund through central booking. This long winded review is to note that when I fully explained to Annie Ahimah the family emergency and the absolute guarantee that my credit card would not be charged to hold the rooms for 2 hours she refused to refund or help me.

I have no idea how the Hampton Inn in Burlington is run as far as cleanliness and efficiency. I can tell you that my family and I were so disappointed that I had to take the time and effort during this family tragedy to fight to receive my refund back from the Hampton...