Hampton Inn & Suites Chattanooga/Downtown — Hotel in Chattanooga

I felt the need to review this particular hotel after reading many of the reviews over the last month that were dissatisfactory.

First, for those that were disappointed, they had valid points (cleanliness, pool closed and noise level). However, to the comments on those, most seasonal pools are not open prior to Memorial Day (I find that to be common sense, but I did also call ahead and confirm twice with the manager to make sure the pool would be open) AND for the noise, you are staying DOWNTOWN is a tourist area, near a ballpark, and close to a major highway (more common sense info). As far as cleanliness, the rooms do need a lot of work, but this is an older hotel. Finding people to work during a time in which unemployment from the federal government pays more monthly than my take home salary as a tenured educator explains itself. We are just coming out of a global pandemic, and I see some folks writing reviews like they expect the hospitality industry to bounce back to 100% like things never happened. We should have all learned to at least be flexible. Since the pandemic began, daily housekeeping was stopped. We traveled last year during this time and almost ALL hotels have the same policy.

My husband and our three small children ( 4 yrs, 3 yrs and 6 mon) stayed in a double bed suite. We had a balcony view that overlooked the downtown area and you could see AT&T field. When we initially arrived, our room wasn’t ready. When I explained that we had traveled for a few hours and needed to feed our infant and let our kids stretch their legs, both Shawn and Angela were more than willing to help me out. They moved us from the original room on the 5th floor to the 6th floor so we could check right in. First win for the staff!!

Our room wasn’t what I would call super clean, but I know that staff is limited at this time and I could deal with some stickiness behind the bathroom door. We did have to ask for clean towels once while staying and I always bring large garbage bags with a big group because all hotel trash cans are small. I was also aware of the policy from previous travels over the last year, so there wasn’t an issue for our family. Fortunately, if I needed anything, the custodial staff was always present throughout the day and were more than carrying their load of cleaning!

We noticed upon arrival that there was plenty of parking with a private, covered parking garage. We were able to unload, and as we entered, the front area was inviting, bright and the pool was up and running and looking great. Towels are provided for guests in the pool area as well. Having an app like the Hilton program does to open doors on the property is extremely helpful.

The breakfast was more than acceptable and better than any “free” breakfast I’ve ever experienced at any other chain hotel. Hampton Inn Is known for their breakfast. My family was easily able to choose from a variety of options each morning that were hot and fresh. The staff was always friendly. We ever scored some Ben and Jerry’s chocolate chip ice cream for my kids from the pantry area (it isn’t cheap, but what do you expect for onsight Ben and Jerry’s convenience!!) They actually comped our ice cream after I explained to them we had waited almost 2 hours on dinner at Tony’s Pasta and ended up grabbing a pizza and bringing it back with tired and hungry kids. Talk about a great front staff!! They made our kids’ nights!

Our overall experience was one of major enjoyment. Yes, the room wasn’t perfect, and yes, it’s a pain to hear sirens at times throughout the night. The frames around the mirrors are worn, one drape was broken and the sheets on the queen beds could stand to be larger. But for the cost and our current situation, my husband and I agree we were pleased. And on an extra note for those with children considering a room with a balcony, they have locks up top that your kids can’t reach which was a major concern and thankful bonus for our...

I encountered several delays that prevented me from arriving at the hotel until after midnight, I knew this was going to happen so I called in advance and again on the morning of check-in to confirm there would be no issues and should've been all set.

We arrived around 4:30 AM the next morning, and it had been a long night since we were only just now getting to the hotel, but I called ahead to ensure no issues so not worried. Once inside the hotel, I found no one at the front desk. A woman sitting in the lobby asked if she could assist me in a tone that clearly conveyed her dissatisfaction with me being there. I explained my situation and that I was there to check in, finally. From the start, it was clear that she was not pleased to help through her body language and overall attitude.

She began checking me in and informed me that there were no rooms available. Despite having booked a room and confirming my late arrival, she didn’t know what had happened. She mentioned that the room had been given away at 11 PM because I wasn't there. After explaining that I had followed the appropriate steps to secure a super late check-in, I asked what I should do, given that this was a mistake on Hilton's part. She suggested I could take a dirty room if I wanted, stating that she was not housekeeping and couldn’t do anything else. After some back and forth, I decided to leave.

As I started leaving, I called the customer service number in the app, only to hear it ringing in the lobby behind me. I turned around and asked about it and she told me that the number just rings to her desk at that hour. Without other options, returned to her and reiterated that I had done everything required on my end and this is Hiltons mistake. At this point, she decided to offer me a different room with two queen beds instead of the king I originally booked. I'm happy I have somewhere to sleep, but why wasn't this offered from the beginning as a solution vs telling me that I am basically SOL, and letting me start to leave?

She got defensive and said clearly she was still working on it and as a grown man and if I chose to leave, that was on me. Followed by telling me that if I thought for a moment I would've realized she was sitting at the desk still working on a solution still, completely disregarding that she had told time time and time again that there were NO rooms available.

After she set me up in the new room, she mentioned that she "generously" didn’t charge me for the change. I asked if there was a way to unlock the door to the parking garage, where I parked and couldn't get in earlier because it was locked, and she replied, "There is a key card reader there; I expect you can figure it out as a grown man."

Shortly after, my fiance and I walked in with our stuff and while waiting for the elevator, I asked her name from across the lobby, where it was pen drop silent and she replied, “I already gave you my name.”. Which she had, but in the midst of everything I had forgotten. When my fiancé tried to ask her again to please provide her name, she yelled, “If you’re going to be combative, you can just leave.” We chose to remain quiet and took the elevator up, deciding to address this later.

At 9 AM, I spoke with Alex, who was incredibly helpful. She apologized profusely and helped resolve the situation. She explained that we had a room all along... Which means this entire issue could have been avoided either by getting in us into our reserved room properly or offered the queen alternative up front... We also spoke with Adriana, a manager, who was very understanding and I appreciate her taking the time to listen to our concerns.

Despite the dramatic hassle, I still do not rate this hotel poorly. I do however hope Jasmeatha, or whatever her name was, was not only given a stern talking to but terminated from the company.

Lastly, if you drive an electric vehicle, be aware that the J-1772...

Just returned from staying here during our first family vacation since COVID began. My two young children were looking forward to using the pool. We chose this property because of the location; it's within walking distance to the aquarium and Creative Discovery Museum. That's about all this property has going for it, at least till they fix their pool.

Now I understand that a pool might need repairs beyond the control of the people who work at the hotel or even own it. My dissatisfaction with this property is with how they handled this shortcoming and the Hilton brand itself. We get there and the first thing we notice is a sign saying the pool is out of order. I asked the front desk staff if she would offer parking at no charge since the pool was closed. She informed me the pool had been closed for over 2 months. She said they weren't offering any compensation, but I could cancel my reservation. So now their problem has become my problem. After a long drive with young kids, I'm supposed to cancel a reservation I made months ago and find another on the spot. Why should I have to find another hotel because the Hilton brand didn't care to notify me when I was booking that the pool was closed? I tried to book at the Doubletree across the street, but the Hilton Honors app was quick to tell me that their parking rates were going up. So when it comes to taking my money, you can highlight it but when it comes to telling me the property has an issue, they can't do that.

The hotel room was not all that great. The bathroom mirror behind the faucet was disgusting and the frame looked like it was rotting. There were stains on the bathroom shelf. Wallpaper was peeling. The microfridge had stains on the door and some white stuff. Tried to get a luggage cart to take my bags from the 6th floor to the parking garage next door. But apparently all 8 luggage carts were nowhere to be found.

The hospitality industry has suffered because of the pandemic; I get that. But it's been interesting to see them making hay while the sun shines too. There is no more housekeeping while you're out. Have to go get towels at the front desk. Okay fine, I get that too. But what about trash? No one will come change your trash bags, so after 3 days we have a table full of empty cups, bottles, and other trash. Is it really that difficult to change trash bags for anyone that stays more than 1 night?

The general manager was nice, but his compensation for my dissatisfaction was to offer points. Why would my family and I want to stay at another Hilton property? The way I see it, the Hilton brand and I made a business transaction and exchanged money for a 3 night stay. Hilton didn't live up to their end of the deal, so the only way to resolve it is to return a part of my money back. You can keep your points, I'm not going to be using them. Around where I live, a lot of families go to Chattanooga for short family vacation. I will do my part to let them know to...