Hampton Inn Collinsville — Hotel in Collinsville

We had a reservation for a 3 night weekend at the Collinsville IL Hampton Inn the weekend of Sept 12-15. ||Our previous history with Hampton Inn earlier this year in Milwaukee WI we learned that they were only going to make up the rooms every other day as there was a sign posted on the bathroom mirror about the size of 3 inch by 3 inch in the WI Hampton Inn. ||This was our first experience of them not making up the rooms everyday. So we talked to their front desk to learn this was something new they were doing but couldn’t speak for other Hampton Inn’s. Yes we were upset as we never saw the little sign initially in the bathroom. They were nice enough however to freshen up our room. So we learned from our Milw. trip. ||Now fast forward to our Collinsville Hampton Inn experience. We immediately looked and found this Hampton Inn also is practicing with only freshening up rooms every other day. So we accepted that and knew what to expect. ||We wanted to go near by for some dinner Thurs night after we got settled in our 3rd floor room far from the elevator. The front desk lady named Leslie who was very charming recommended a place near by for dinner. ||The next morning, Friday we knew we were responsible for the up keep of our room. Sadly Friday morning we found what we were told was a stink bug crawling around the bathroom garbage can. Thank goodness it fell in the garage bag and I was able to tie up the garbage bag. ||Because I knew housekeeping would not be by on Friday I brought the garbage bag down to the front desk and shared what had occurred with Jamie at the front desk and had asked if she could dispose of the garbage bag and asked for a new bag. I had shared I wasn’t fond of the idea of finding it in our room considering we were on the 3rd floor and away from the elevator. Her comment was well they can get in. I shared that I wasn’t on the 1st or 2nd floors and was on the 3rd floor and not near the elevator. So the comment of how they get in I really didn’t care for. ||On Sat we left our room about 9:45 am for the day. We knew since housekeeping only made up the rooms every other day we were just naturally expecting our room to be freshened up since it wasnt on Friday. So when we got back to the hotel about 9:15 PM on Sat and walked in our room we were shocked and extremely disappointed to find it wasn’t touched by housekeeping. ||I went downstairs and had talked with Chasity who was very apologetic and she gave me fresh towels and asked that I put the dirty ones in the hallway and she would collect them. I then made a second trip downstairs to dispose of our garbage and ask for new bags for the garbage cans. ||With the 2nd trip down I had shared again my disappointment with Chastity and shared the bug story with my photo of the bug around the bathroom garbage can. Again Chasity was very nice and offered us some water which I declined as I was very tired from a long day out but thanked her. ||Sunday morning we checked out but not before I shared my disappointment with Janice. Janice apologized and shared that housekeeping was short staffed as to why the room wasn’t made up. She also shared one of the housekeeper’s family member had passed away too why they were short staffed. Janice also shared how they took a cut in revenue as they had to close off sections due to housekeeping shortage. While I could sympathize for the family member’s death. I was still very disappointed and expressed this with Janice and even shared I used Hilton for my business trips with the company I work for. ||I had asked if I could possibly be compensated for one night due to the issues that occurred. Janice said she couldn’t but would speak with her manager. ||In all fairness I didn’t think I would hear anything but I was pleasantly surprised to hear from Janice. She advised they would give me a 10% discount for my troubles.||While this is a nice gesture I wasn’t satisfied. I’ve been a Hilton Honors member for many years and have used Hilton Family for work and leisure. It appears Hilton doesn’t care as much for their customers as they have in the past. In part because now rooms are kept up on an every other day basis and if they know they have a staffing problem then perhaps they should figure out how to keep the rooms up such as giving priority to those that are staying multiple nights versus just an overnight stay. Not to mention they knew the rooms were not being made up by housekeeping and no notification was attempted via text, phone call or a note in the room to acknowledge that they were not making up the room. So instead we walked in our room after being gone all day to find it just as we had left it. ||In addition almost 12 hours has now past, since I spoke to Janice on the phone in which the manager offered the so called 10% discount to which I have not received an updated bill. ||I’m very disappointed and again would like to see one night be compensated versus a 10% discount. ||Just my humble opinion. ||Thank you form a very dissatisfied Hilton...

I'm a Hampton Inn regular, but this property is a significant downgrade from the typical Hampton Inn. First, the style of the rooms is uncomfortable, with the barn door for a bathroom door which doesn't cut the light or sound, and blocks the closet when open. Second, the style of the light control on the window is just a pull down shade, outside mounted, so a great amount of ambient light comes in the room at night, and there are large gaps on the side of the shade. The light then reflects off the mirror above the desk, right back into your eyes while laying down. Some other Hamptons have this same style, and I never like it. We had better window shades in the 1960s because they were inside mounted.

The breakfast offerings are similar to a Super 8, not the typical Hampton. There is just a very small side room with the food, and then a few lobby tables. The hot water for the tea is not clean or hot, the juice machine was broke, and so was the mile machine. The other food choices were waffles, oranges, bagels & pre-packaged muffins, cereal boxes. Some highly processed pre-cooked omelet.

All of the lights throughout the hotel are very dim. They are LED, which is not in itself a problem, but they used the 9W LED which is like a 25 watt incandescent in every fixture throughout the lobbies and hallways and rooms. And they are the cool light LED, so the effect is dim and cold. Really a dark lobby and room.

The first night (a Thursday) the hotel was nearly empty, and yet we only had one choice of room on the top floor, and it was all the way at the opposite end of the hotel from the lobby. Normally, I wouldn't care, but construction workers staying at the hotel on the first floor park their vehicles outside that part of the hotel, then start their big rumbling trucks at 5:30 am and let them pre-heat and totally disrupt all sleep. Then at 6:30 am Friday morning the trash is picked up right below that room (room 327), which is noisy, of course. Terrible night's sleep.

The shower also has a fixed glass door on one side and a sliding glass door on the other. In every Hampton with this style, the door leaks. And the hardware at the bottom of the glass is rusty and moldy. The hotel hallway carpets are not...

WORSE CUSTOMER SERVICE EVER!!!! Our A/C went out at our home and my son tried calling this location, call went to a Call Center, the lady told us we could (per our needs) connecting rooms, younger child. We had to be there at least 3 days since this happened on Saturday afternoon. The female CSR said at this location they had that set of rooms available. We get there it is a bit later, 8ish... the find Spencer McDole, the manager on duty.. very cold, almost seems sleepy and lazy. We explained we were tired and why and he said they did NOT have the rooms we needed and he did not know why the call was pushed to the call center, for a manager, he seemed so uncaring and lazy it was AWFUL!! We explained what we were told and he said, well, we don't have it, and in a "tone" we have 2 rooms, but they are only "4 rooms apart." I watch my Granddaughter in the day, but I work from home, I can't leave a smaller child by herself while I work from 4 rooms away, he said, "well, I will hold your reservation until you decide what you want to do." Not much traffic in the lobby, he was more worried about cookies or something in the back. My son will also write his personal experience about this location, but this is mine.. Spencer also did not want us to review this location on things he could not control, but he EXTREMELY lazy and uncaring professionalism was enough for me to write this review. He also said, "why don't you try across the street at Comfort Inn." What an employee, and this guy is a manager on duty?????? He was also correcting an overcharge for another guest while I was standing there, he said, "I don't know why the charge is on your credit card, but I have removed it." We cancelled our reservation, which was about $700.00 for 3 days for 2 rooms, one for the lying to us and the second for SPENCER, what a joke! I asked for a cancellation number and he said, I can't give you that, but I can email it to you????????? SMH... this place...