Hampton Inn & Suites Yonkers — Hotel in City of Yonkers

Checked in for a two night stay. Asked for a first floor room or close to the elevator. I was told that since I am a Diamond Rewards member they were going to upgrade me to a first floor suite. Nothing wrong there, except there was a gentleman in the room when I opened the door. Went back to the desk. I laughed it off as no big deal. If that was the only issue I wouldn't even have cared.

Now I am given a room on the 4th floor. Fine...but no where close to the elevator. That was a little annoying considering I went from a 1st floor suite. Still, I wouldn't be writing a negative review about it.

Here's where the story reach levels of absurdity I haven't experienced in 15 years of weekly travel. The next day I worked out mid-afternoon. I get back to my room where I get a phone call around 2:00 PM telling me the hot water is being drained so no shower. I explain my situation, and ask if I had time to quickly rinse off. The caller says no, but he assures me the hot water will only be off for hour. Since I had about an hour and half before my next appointment, no sweat...or so I hoped. Around 3:30 I go to get into the shower, and nothing but cold water. I call the front desk and they inform me the water will be off for hours yet. How did they go from an "hour" to many hours? At this point I'm thinking about writing a negative review.

The next day I need to travel to NYC for an afternoon appointment. On the recommendation of a friend, I decide to take the train into the city. Taking the train is not a familiar process to me. I ask the person at the front desk where is the closest train station. They tell me the name (Greystone I think). I then ask if I'll have a problem parking there. They said I probably would...then they told me I could have the hotel shuttle drop me off and pick me up. Fantastic!

Around noon I talk to the shuttle driver who was extremely helpful, even showing me how to use the MTA iPhone app. He looks up train times and suggests I take the train out of the Yonkers station as the timing was better. Although a little further drive (less than 15 minute drive) he said not a big deal. The shuttle drivers tells me to call the hotel when I'm getting on the train back to the Yonkers station. He's not going to be at work, but the hotel will tell the next shuttle driver the time to pick me up. Good guy...good advice...tipped him well.

Got on the train at 4:50 PM. Immediately called the hotel telling them my train arrives in Yonkers at 5:45. No problem they say. They will let the shuttle driver know to pick me up then. I suggest to them they take my phone number and name in case they need to get a hold of me. Arrive in Yonkers on time. Temperatures are close to freezing at this point. It's a madhouse at the station. No sign of the Hampton Inn shuttle. Getting a little nervous as I have dinner plans, and timing is tight. I'm wondering if the shuttle driver knows how crazy it is when the train comes in so he delays a little to avoid the traffic. Wish they had told me so I could have waited in the station rather than by the road freezing my butt off. I decide to call the hotel. They tell me the driver is on his way, and I should see him in a "couple of minutes". Wait another 5 minutes. No shuttle. Call again. I'm told he must be close. I ask if they can give me his phone number? They can't. I ask if they can call him? They tell me they can, and will get back to me right away. I wait another 5 minutes. No call. I call the hotel again. No one answers (must have caller ID).

Now I'm furious. I've been waiting in the cold for a half hour for a shuttle that had plenty of notice to either pick me up or call me. I would have taken an Uber. I'm now going to be late for my dinner appointment. I call the hotel again. They don't answer again. I call the General Manager. His voicemail his full. I call Chastity, Asst. Mgr. Two weeks later still have not heard back....

I'm extrenely baffled regarding how innapropriately their staff handled my family and I. Checked in at around 830pm in after a 4hr drive from our home in Boston. There was a lady on the phone. I waited there patiently while she got off the phone. As she hangs up she says "omg I can't take this lady, she's calling about a reservation from March!" She went on and took my license. Was told to process a card in case of demage fee. I went ahead and asked to make sure I was getting a 2 queen beds room because she did not say anything about the reservation. She replied with "No, you booked a one king bed room."I told her "I booked a 2 bedroom I can show you the confirmation." She answered me with "I have the reservation in my computer and it was done through a third party and that's what they sent over to me." Asked to see if there was a manager I could speak with because at this point I had enough of her rude attitude. She said, she was the operational manager. Her name was Natalie. I explained to her my reservation was for 2 beds not one i have my family in the car drove 4 hrs away. She said she can get another room so i asked if the rooms will be connected and she said "I can't guarantee that. You can take that or i can cancel your reservation." I told her I have to go talk about it with my wife because I cannot believe the bad service she was providing on top of not guaranteeing me my kids will be next to me. I explained to her my girls are little 10 & 7 they can't be in another room unless it is adjacent to ours." She did not have a care in the world to what I was saying. Went out to the car to talk to my gf. Came back she said "I can give you a suite with a pullout bed or i can cancel which one did u want?" I said just cancel it. Who in their right mind gives this much attitude in the hospitality industry. Luckily I found another hotel nearby that was affordable and had much better service. I called back to Hampton Inn to make sure i will be reimbursed the $50 fee back. Talked with Melissa and told her "I was just there and there was a mix up with my reservation and they offered me a king bedroom" before i got anything further I got hanged up. My family and I have stayed at multiple hotels over the years and this was our first time with Hampton Inn and will never again do that. The customer service she provided was embarrasing. I, myself, am a restaurant Manager and I would never nor have any of my staff treat someone like this. If she couldn't do anything because it was booked through a third party, I understand but why be rude about it and why make me go through the trouble of going back and forth out to my car when she could've offered me the Suite with a pullout bed from the beggining. And lastly, why keep repeating the cancellation option, that's insinuating you don't care about the situation and want me to leave. The customer service she provided was extremely...

HORRIBLE EXPERIENCE: SHOULD BE RATED 0!

Arrived in the evening told we could pay cash we could not. No worries put on a card. Get to our room and see a pink stain on sheet. Call front desk and we were told we would have to change our own sheets. So while changing bed we observe blood stains on the mattress ( how does housekeeping not see this). We inspect more and see black small residue ( pray not bed bugs) in certain areas of mattress. We are moved to another room. This time lock to adjoining room would not lock. So due to safety concerns we are moved a third time and it’s after 12:00am. In this room we do notice stains on carpet but we are so tired from driving long hours and being moved three times we went to sleep. We had an early affair to attend. We were told by front desk general manager or someone would get in touch with us about our stay. That never happened. We requested housekeeping for the next day especially after what we experienced. we could never speak to a manager or someone to address the concerns. We were out all day the next day and to no surprise our room was not cleaned. Our last morning we again ask to speak with someone in authority especially general manager Mr. Kenneth Myers who we emailed several times during our stay but to no avail. We checked out without them addressing any issues we endured during our stay. No apologizing, no rectifying situation.

Will leave an update as to a resolution. We feel we should not have to pay for our stay due to all we experienced each day there. At this time nothing has been reimbursed not even $150 dollars for incidentals we never used.

Being Hilton Honors customers we have never experienced this in any Hiltons or Hampton Inn Suites.

Appalling!!!

UPDATE: General manager offered us HH honors points which we did not think was fair considering what we experienced. We should be receiving a full refund and points. This was not a simple room change. 1.Stained sheets 2.Several Blood spots on mattress 3.Black small specs on mattress( praying not bed bugs) 4 Adjoining door lock not working in second room we were moved to Carpet stains Room not cleaned after being moved 3 times No contact with anyone in a managerial position including GM until days after we checked out, this was after we were told someone would speak to us the next day after check in!

UPDATE: Hilton has reimbursed us and given us additional HH points. Thank you Hilton for doing the...