Hampton Inn & Suites North Conway — Hotel in Conway

This review gives me anxiety to write. It's a conundrum, so-to-speak. There are great things about this hotel but there are also areas of major improvement that are needed. I will write the review in chronological order of events and it WILL be lengthy, yet fair. I truly wish we had more rating categories in order to paint a clearer picture.

Booking was super easy. We booked three days from Sunday to Wednesday during February vacation. We fully expected this hotel to be at maximum capacity with families and kids due to vacation and it having indoor water slides. We booked with a $50 deposit and it took little to no time.

Upon arrival, check-in was super easy. Our party included my wife, my two adult daughter's and my grandson (age 3). We booked a suite with two queen beds and a pull-out couch. The front desk staff was super friendly and informative. We grabbed a carriage and were in our room (#323) within a half hour.

The first thing I noticed going to our room was an empty creamer cup and wrapper on the elevator. We also noted several smudges and hand prints all over the stainless steel edging and elevator door; not very clean at first glance. When we got into our room, my wife found old food in the refrigerator along with grapes and grape vines under the night stand. The USB ports on the lamps were inoperable. We noticed that the leg on the coffee table was broken and loose as well as chunks missing from the arm padding of the office chair at the desk. There is pink ink smudge on the wall of the bathroom near the towel holders.

The bed mattresses were too firm for our liking and the pillows were of low quality. I needed 4 pillows to make one for comfort. The sliding curtains were broken at the track and some of the fabric of the curtain was ripped from the track. To be fair, we did not report any of the aforementioned items we observed as we do not complain often and it was not really detrimental to our stay.

Pool hours require sign-up. By law only so many people are allowed in the pool area so this is understandable. Our issue with the pool area was that the staff attending the pool area was very unpleasant over the course of our three stay. They are VERY strict with rule enforcement at the pool. Understandable for safety and insurance purposes but one must also realize when there could be a degree of common sense applied to certain situations. We were sitting in the jacuzzi and my three year old grandson came over abd sat next to us on the edge and out of the jacuzzi with his feet in the water. The staff member came over and told us that he was not allowed there and must move. Body language and approach could mean the difference between respect and disrespect which this "gentleman" had neither. Our friend was hot from the jacuzzi so he stepped into the splash down pool to cool off. Not 30 seconds later the staff member blew his whistle and ordered him out. NO FOOD OR DRINK ALLOW IN THE POOL AREA. My wife had a cup of water, even though they provide water and a paper cup in the pool area, hers was unacceptable. They advertise that they have a pool, it is only used as a "pool" when they shut the slides down at certain times during the day.

The saving grace for this hotel is the staff. So many pleasant experiences with the staff, mamely Barb in the dining area. Barb always had a smile on her face and was super pleasant to speak with. We looked forward to seeing her in the morning. Thank you Barb! You are one in a million!!! They also have a live texting system that checks in with you to see how your stay is. It's a great addition to the customer service experience.

Hotel Staff A+ Dining Staff A+ Pool Staff D- Food B+ Cleanliness D+/C- Location A+ Overall Experience B+

Area of improvement: Provide pool staff with customer service and etiquette classes. Go through each room and fix all imperfections. Have a dedicated/roaming cleaning staff to pick up after messy patrons.

We will come back next year. I hope they can make improvements on the...

We stayed here recently as a sort of mini vacation, we stayed for 3 nights. The reason I gave them five stars is because of the amazing people that work their. Everyone was very friendly during checkin/checkout and during breakfast. During our visit, we traveled a lot in our vehicle, stopped at many stores, places, and trails. Once we arrived home, i realized that I was missing something valuable that I had purchased. Thinking back, I realized that it must have fallen into a small trash bag we had in our vehicle, A bag that we threw out once we got back to the hotel. I called them and explained what I believed happened. And you know what they did? THEY DUG THROUGH THE TRASH AND FOUND IT!!! They even paid to ship it back home to me. They easily could've just shrugged it off, like I'm sure a lot of places would have done. But they didn't. They went above and beyond for a first time resident. If we are ever in the area, I would be glad to stay here again! Now on to the real details of the hotel. The room was nice, the bed was pretty springy, but otherwise comfortable. The bathroom was great, hot water came immediately, and it was HOT. Not that typical luke warm water you get at most places. Also the shower was great, I'm pretty sure it was the water pressure, but it was like a massage. They offer a list of free bathroom toiletries in case you forget your own. Things like a toothbrush, razor, etc.. The room did have a mini-fridge, but it didn't seem to work, and I honestly forgot to tell them. it seemed like it was working and running, but it wouldn't cool anything below 50-ish degrees. There was also a microwave, but we hardly used it. Breakfast varied each day, and it was great. There was always a make-your-own waffle station, and each day the waffle flavor changed. They offered a few different coffee options with flavored creams. a cereal bar, fruit bar, home made smoothies (I loved the Mango!), pastries, breads, and yogurts. There was only 2 issues I had. First, I didnt have time to try the "water park", but I did take a peek. It was a lot smaller than was depicted in the pictures, but thats not why we chose to stay there. Second was the exercise room. Granted, there was enough in there to get a decent workout, but it was quite possibly the smallest workout area I've ever seen. It was about the size of a small office, if i had to guess it was a 10 X 8 room. There was literally 4 exercise machines, and some equipment. Regardless, I highly...

The hotel staff were all extremely friendly, polite and accommodating. We had a studio room with a king bed and pull out couch for my husband and I and our 2 kids shared the pull out. The room had a kitchenette, and was pretty spacious. The bathroom itself was really small. The free continental breakfast was average on Thursday but on Friday it was excellent. They had bagel toppers with egg, cheese and bacon. Egg, cheese and bacon omelets with cheese and salsa on the side, and they had these sweet glazed sausage slices that were beyond tasty. 2 different flavored make your own waffles, with strawberry and blueberry glaze toppings, chocolate chips, walnuts, different drizzles, whipped cream, hot cooked oatmeal with different toppings. Yogurt, fresh whole fruit, juices, milk, cereal, bagels, donuts, english muffins, toast, all kinds of jams, and pb. They also had a 24hour complimentary coffee, tea, and hot chocolate bar, that was always taken care of and filled with different flavored creamers, light, dark, and decaf coffee. We really enjoyed that. The waterpark was fantastic and why we chose the hotel. Our kids enjoyed it and got plenty of use out of it. Only issue is that there is no pool to swim in. Nothing for adults except the hot tub. They do shut the slides off from 1-4 for open swim but the small pool is only 3.5ft deep. We will definitely go back and stay at this hotel. The negitives..... there were what looked like blood stains on the blankets on our bed. The bathroom was really small, idk how an obese person could fit. We had people next door that had a baby that would scream for long periods of time, up to an hour at times. We had people above us that had multiple kids that they allowed to stomp, jump, run and scream until really late. Between the baby next door and kids upstairs, it wasn't enjoyable being in the room when both those rooms were occupied in the evenings. We stayed for 2 nights and no staff offered more towels, garbage bags, or any kind of amenities. The 24hr coffee/tea/hot chocolate bar was great and the kids loved it, but the lids didn't fit the cups at all. Please be aware that the drinks are extremely hot and the lids DONT STAY ON! They pop off nonstop and also leak. My son went to pick up his hot chocolate and the lid came off and the liquid spilled all down his left arm and burned him enough that he cried and his arm stayed red for 2 days. Please get new lids and patrons be careful...