Hampton Inn & Suites Chadds Ford — Hotel in Concord Township

Making the reservations through the app was easy, calling a month or so after to follow up and discuss the reservations was also very pleasant. The front desk agent I spoke with was very professional and to the point. We had booked 8 rooms for an engagement party that was taking place at a near by winery. Early check in was available which was a total plus for some of our party. Check in was great- cards were swiped and IDS were checked. Only negative notes on the front desk staff was that they did not look professional- sweat shirts and leggings and had their phones out texting while guests were in the lobby, additionally at check out, no one asked how our stay was, or asked to verify any of our information before checkout (email for receipt, cc used, split payment etc). At no point did any team members mention our Hilton Honors status. After all rooms were checked in- we found dirty towels in one room (4th floor), old dirty band-aids in the sheets (3rd floor), Black hairs in the bottom and sides of the tub with black caulk (3rd floor). Additionally there was a team of some sort staying at the hotel and young boys were running around unaccompanied by adults and playing with the elevators. Later in the evening room 314 was being excessively loud past 1030pm- keeping an infant in our party awake (we were across the hall) the noise was noted but nothing was done. Our group spent most of the evening from 730pm- midnight in the lobby. We did attempt to clean up most of our mess throughout. But the garbage's were not being emptied and were over flowing. The next morning when we came down the lobby had not been cleaned at all- the tables still a mess, chairs misplaced from other parties and food all over the carpet. Additionally- breakfast the next morning was lacking. The attendant was pleasant and trying to keep up- eggs were cold and watery. there was no sausage for 20 minutes, milk was running out and we had to ask for more. There were no forks and we had to ask for more, the counters were dirty. We had to ask for a dining chair for our infant or a booster seat for the toddler and the hotel did not have one. I have never stayed at a Hilton that did not have this available. We had sat for breakfast for at least an hour 830-930 with some of our group coming and going and at no point did any team members clean off or spray down any of the tables in the breakfast area & once again the garbage was overflowing for most of the time. Next- the pool was absolutely disgusting. The pool room was dirty, there were no towels, the bathroom had various colored bodily fluids all over. There were hair ties, large bugs and clumps of hair floating in the pool. I understand it was a busy night but still ew. The hot tub tiles were dirty and there were ants and various other bugs in it. (we had attempted to go in and left shortly after) Other than the front desk agents and the single breakfast attendant we did not see any other team members. I feel like this could have been a very lovely stay if it was not a sold out night. I would chalk up most of the above incidents to being...

Mostly our stay went fine, there 2 issues with the room that where resolved fast with the assist mgr on duty. That why 2 star for service This last morning is the low star reason

Went down to breakfast at 605 , some male employee was still setting it up when I asked if he had any regular bagels he went off the deep end. “:it’s not his fault there are some frozen ones but what should he do he only works on the weekends “:when I asked him to maybe take the frozen bagels out and even microwave them for others there’s to use he become more iterate. It ended up with him loudly yelling at me that “:he was only there on the weekend and I am pissing him off with my demand for breakfast “ I told him to stop yelling at me that is not the way to treat a customer and that Hampton does promise breakfasts and that is all I want. I then asked for a manger he yelled again “ go ahead I don’t care I quit this f…. Job” the yelling at me was for at least 2-3 min

When I walked to the front desk there was no one there. But a female was sleeping in the chairs next to the reception desk, when I coughed she sleepily ask what I needed. I told her that I don’t like being yelled at , she REALY had zero reaction I expected her to go over to her coworker and tell him to cut it off( not the best reaction to have towards a customer

There was another older male a gust in the breakfast room who did NOT assist me but later went to the mgr to told her that I was yelling but not that the employee yelled also a according the GM the employee never told her about him yelling

So I was left with sounding like a hysterical female that it was all my fault…

I gave up and just went back to my room

This was the WORST experience at a Hampton inn ever.

I get that breakfast set up can be delayed at times but being yelled at in a hotel by a employee is not ok

Add on I later spoke with the GM who did apologize for her employee BUT pretty much told me that I also yelled at him so it was kinda my fault also I advised her that I do yell back when someone yells at me that I don’t take it . And that cultural I am loud and direct.

The assistant manger was very helpful

So us personal would NOT...

For a diamond member, let’s throw that out the door. Just exclude Matt - and I believe Amanda in the am - who both (Matt/Amanda), are great! Unfortunately everyone else and over all services from everyone aside from names listed above- TERRIBLE. I ran out of towels and was told she was the only one at the counter-which is hilarious because the same person WAS SLEEPING IN THE LOBBY AREA ON THE COUCH ON MY LAST STAY, and I had to wake her up to be honest as a customer and let her know what I was getting from the pantry. Aside from Matt and Amanda, all employees should take a look at the Home2Suites just five minutes away- to see how the customer comes first in customer service.

Last week - I had a bad, what turned out to be a very bad chest infection. For some reason my card wasn’t going through. I talked to the General Manager at 2:16 pm, and she told me I had until 6pm to find another form of payment. Earlier that morning I was told midnight would be acceptable. Nope - even after offering my truck keys as collateral until I could WALK ACROSS THE STREET AND FIND OUT WHY MY CARD WAS NOT GOING THROUGH. Nope - not good enough for Ayesha I believe the managers name was and if I misspelled I.apologize. Bottom line, aside from Matt and Amanda- customer service here is terrible. Not trying to flex my diamond member status- but everything is a chore with remaining staff. The fact I had to find the counter person, after multiple calls, sleeping on a nice comfy couch- to request a couple items and also to feel like I was upsetting this person, terrible experience.

Again, Matt and Amanda are great. Everyone else needs to work on not putting (non—verbal communication, body language, lack of caring) - seriously, felt like I was bothering them with any request-from something as easy as bringing a couple towels up to our room. And to get a reply from, who I believe the same person who was sleeping on the couch, that she was the only person working the front desk. Funny, and convenient. Making the customer do the work.

From someone who hardly does reviews and thinks this is...