Hampton Inn & Suites Birmingham-Downtown-Tutwiler — Hotel in Birmingham

UPDATE: OWNER STATES THAT "GUEST WAS REFUNDED BY HILTON WORLDWIDE," BUT THAT IS NOT ACCURATE. AS I ORIGINALLY SAID BELOW, I RECEIVED A $100 REFUND AGAINST A CHARGE OF $195.90. **

I have stayed here many times in the past and always really liked this hotel. Will not stay again, however, because of horrendous customer service for my stay May 23-24, 2025. Given the Hampton Inns’ 100% satisfaction guarantee, I believe the hotel should have refunded 100% of my stay, but they refused to credit my account after several requests.

The Problem: Hotel failed to appropriately record my documentable check-in to the hotel on May 23, 2025 for my one-night reservation. Instead, they marked my room as “no-show,” thus indicating in their system that the room was available for someone else.

Because of the hotel’s error, around 6:00 a.m. the next morning (May 24), while I was sleeping in my room, the front desk checked another family into my room and gave them a key. I was awakened shortly after when they tried to gain access to the room. Thankfully, I had double-locked the door, and they were not able to get in. However, what was supposed to be a restful sleep at a luxury hotel was turned into an early-morning hassle.

When these people were trying to get into my room, I phoned the front desk and was told that their system indicated “no-show” on the room. I told the woman to whom I spoke that I was in fact in the room. The documentation provided by the hotel clearly shows they registered that I “checked-in” at 7:01 a.m., indicating how they changed the room status after my call. It also shows my check-out time an hour and twelve minutes later.

Attempt at resolution: In the initial call to the front desk at 6:15 a.m., I told the hotel attendant (a woman) that I would be expecting compensation for this jarring interruption. She assured me they would take care of it. As I checked out of the hotel just after 8:00 a.m., I spoke to the assistant manager (a man) and a different desk attendant about what had happened and asked for compensation (Hampton Inns have a satisfaction guarantee that if you aren’t satisfied, you don’t pay, and I was not satisfied). I was initially told they could give me Hilton Honors points.

I said this was not satisfactory to me, as I do not travel often, and reminded them of the Hampton Inn guarantee. I was told that they would look at it and, “we will see what we can do.” I was told I would get an email later in the day noting what compensation they could give.Later in the morning, I got an email receipt for the full amount. There was no compensation of any kind.

I called them again and was again told that "they hadn't finished the checkouts for the day" but that I would receive an email that day with details on the compensation. I did not receive any such email.

On May 26, I called the main customer service 800 number for Hilton Honors/Hampton Inns, reminded them of the Hampton Inns satisfaction guarantee, told them about my experience in Birmingham, and asked for a refund on the room. The representative called the hotel and was told the manager was out until 5/27 and advised to call back then.

I called Hilton Honors 800 customer service again on 5/27 and the hotel told them all they could offer was points. The Hilton Honors representative offered a $100 check to be mailed to me, but said they were unable to credit my card for this amount. Weeks later, the check has arrived, but I remain unsatisfied with this outcome. The stay in the hotel did not fulfill the promise of a quiet, uninterrupted night, and a $100 check against a charge of $195.90 does not fulfill the Hampton Inns guarantee of 100% refund if you are not satisfied.

IT SHOULD BE A NO-BRAINER THAT IF THE HOTEL ERRONEOUSLY CHECKS SOMEONE ELSE INTO YOUR ROOM, AND THOSE PEOPLE TRY TO GET IN YOUR DOOR WHILE YOU ARE SLEEPING IN THE ROOM, THE HOTEL SHOULD REFUND YOUR STAY. I should not have had to spend this much time on this. Very disappointed in Hampton Inns and the...

Where to begin... when you call this place it routes you to a call center and we got booked somewhere entirely different then told this place was booked solid (at least 4 rooms in our hall alone was sealed after being cleaned and no one was in them the entire time we were there) then when we checked online for other dates we found our date ready and available through booking . Com and called back. They offered us a standard room for FOUR HUNDRED DOLLARS so we went ahead with booking . Com and got a suite for 129 (more on this price at the end) Trying to call the actual hotel is a nightmare. Staff on these call centers are horrible. We asked for early check in (noon) and late check out (1pm) since we have 2 kids under 2 and was told yes. We get to the hotel and there's homeless littered everywhere in the park across the street that is suppose to be the view you get from your "luxury suite rooms". The parking situation in the front is a nightmare. Valet parking attendants was the best people we encountered. Our room was disgusting for a 3 star Hilton hotel which boasts it hosts weddings by the plenty. I'd be ashamed to book my family here. We were in room 510 which was very very dated. The queen beds aren't queen, they're 2 doubles. No way 2 grown adults could share one of the beds. The bathroom was disgusting looking and hadn't been repaired or fixed in decades. There was lamps in the room with no outlets. The place didn't feel clean. The blinds didn't close correctly which I only found out in the morning when the sun woke up my 16m old at 5am (fantastic)

My husband spend the entire night barfing up supper he had somewhere else but the front desk staff made me come down to get a medication in the lobby (alka seltzer did nothing) and I found this really poor in customer service.

We had asked for late check out and was denied in the morning because we booked through someone other than hilton direct (what) even though we had been guaranteed and made it very clear my husband had been sick all night. Who in God's name would spend 400$ on this room.. please, never do... they even denied us our Hilton points because we booked somewhere else.

The morning breakfast is a travesty for a luxury hotel. How are you charging what you are and giving packaged hard boiled eggs, stale mini cinnamon buns, a mandarin orange and yogurt.... make it make sense.

My husband deploys very soon and this was our last vacation. Horrible experience and would never suggest anyone...

Location The historic Tutwiler Hotel enjoys a prime location, just half a mile from I-20 and five miles from Birmingham Airport. It boasts a fitness center, a restaurant, and a bar called The Six Sixteen. Guests can take advantage of complimentary hot breakfast and Wi-Fi during their visit.

While the hotel's location is beneficial because of its proximity to local attractions, it does come with challenges, including limited parking and a visible homeless presence around the perimeter of the building. Given its downtown urban environment, parking can be quite restricted, so I highly recommend using the valet services provided.

Common Areas The main common areas for guests are well-maintained and feature numerous smaller spaces where you can relax in intimate groups with your travel companions.

Food options The restaurant and bar offer light bites without the need to leave the property. We enjoyed dinner through DoorDash and savored refreshing drinks at The Six Sixteen. This allowed us to unwind after a long day of travel without having to retrieve our vehicle from valet parking or navigate the city’s traffic.

Breakfast We savored drinks at the restaurant and indulged in the complimentary breakfast the following morning. The breakfast bar is quite minimal, providing just a light option to kickstart your day, but it may feel limiting if you're not interested in a predominantly carb-based meal. The offerings included: • Waffles • Bagels • Scrambled eggs • Grits • Oatmeal • Whole fruits • A small selection of yogurt Regular drip coffee is available with a variety of condiments, but specialty coffee is not offered at this hotel.

Rooms The guest hallway corridors and rooms were not as well-kept as the common spaces. We noticed threadbare carpet, areas needing paint, tears in wallpaper, a missing rail in the elevator, and a ceiling tile in our room requiring repair. Although these issues were not dealbreakers, they did detract from our overall experience. I hope maintenance is scheduled for these areas soon.

Service The staff we interacted with—valet parking attendants, front desk personnel, and restaurant employees—were all courteous and carried out their responsibilities with a smile. Despite several events taking place at the same time, they were attentive when needed, and we never felt...