Hampton Inn & Suites Atlanta Decatur/Emory — Hotel in Decatur

Six cars broken into (one stolen) in the hotel's unsecured garage- but no apology and a terrible example of how to handle customers who have incurred thousands in damage, missed flights etc...||||I paid $1,530 for six nights at the property. But, when I asked for some type of compensation for our cars being broken into (incurring more than $1,000 in damage and a missed flight) after already having paid $1,530 for our stay at the property, the verbatim response was, "We don't owe you anything. You park in our garage at your own risk. We are doing you a favor by even offering to give you points for one free night."||||Wow- so I should be grateful for one free night after I paid for six nights and had my car broken into and damaged in your unsecured parking garage. Thank you so much for your overwhelming generosity, caring, and understanding in a very stressful situation...||||Summary:||1) We pre-booked two stays in a row- two nights (non-refundable) at the hotel May 14-16 and 4 nights (non-refundable) at the hotel May 20-24. Total cost to us $1,530 for 6 nights.||2) Multiple cars (including mine) were broken into in the hotel parking garage early on the morning of May 16. The broken car window and interior damage to my car cost me over $1,000. It also caused me to miss my flight that morning because of having to file police reports, insurance claims, and securing the car itself which had no side window left.||3) No one from the hotel staff ever actually apologized about it.||4) I told the front desk manager (Jordan) to please have the corporate office for the hotel call me to discuss the situation in more detail.||5) Jordan (front desk manager) offered me points for a one night stay at the property. Frankly, given the circumstances, I think both of my first two nights (May 14-16) should have been comped which is why I wanted to discuss this more with the corporate office and not while I was rushing to get a police report filed, insurance filed, and trying to catch a flight.||6) I arrived back at the hotel on May 20th for the second part of my stay. Still, no one from the corporate office had called me, and the points for a one night stay were still not credited to my account.||7) Wednesday, May 22 at noon, I went to the front desk to speak to the manager (Chase) about why no one from the corporate office had called me and why the points had not been credited for a one night stay. Chase was unaware of my request for the corporate office to call me, nor of the points for a one night stay being offered to me. Chase said he would look into it. ||8) Wednesday night 10pm, still no one has called me and still no points. So, I left a note at the front desk asking for Chase/Jordan to call me to discuss the situation before I checked out in the morning. ||9) Thursday morning comes- still no one called me and still no points for the promised one night stay as compensation for my car being broken into. I go to the front desk, and Jordan is there. I tell him a week has gone by and I have still not received the promised one night stay in points and still no one from the corporate office has called me. ||10) At this point, I am frustrated because I have spent $1,530 to stay 6 nights at the hotel, incurred over $1,000 in car damage from the break-in at the hotel's parking garage, and despite 5 requests, no one has called me from the corporate office to discuss the situation, and even the offer of one night in points had not been fulfilled. ||11) So, I told Jordan I was not happy, and I wanted to be credited for the two nights when my car was broken into (May 14-16) instead of just one night. ||12) This caused the manager, Chase, to come out of his office. Chase immediately went on the defensive, and said, "We don't owe you anything. You park in our garage at your own risk. We are doing you a favor by even offering to give you points for one free night."||13) SO LET’S REVIEW WHERE WE ARE HERE, I have paid $1,530 to stay 6 nights in your hotel, had my car broken into with over $1,000 in damage, and missed my flight etc because of that – have asked 5 times for the corporate office to contact me, and have been promised (but have not received) one night in hotel points to compensate me for all of this. ||14) BUT THE RESPONSE FROM THE MANAGER IS NOT, “We are sorry about all of this.” THE RESPONSE, VERBATIM IS, "We don't owe you anything. You park in our garage at your own risk. We are doing you a favor by even offering to give you points for one free night."||15) WOW! a free night sure is a huge favor after I have paid for 6 nights, had my car broken into and damaged, and missed my flight that morning because of having to file insurance reports, police reports, and getting the car secured since the window had been smashed out. ||16) Oh, and let’s not forget, I asked repeatedly for someone from the your corporate office to contact me to discuss the situation, but no one ever called. I also had to ask repeatedly about getting the points for the big favor of “one free night” since the points were never actually put into my account and it had been seven days since the break-in of my car.||17) BUT MY NEW REQUEST AT THIS POINT FOR TWO NIGHTS OF HOTEL POINTS INSTEAD OF ONE NIGHT OF HOTEL POINTS IS GREETED WITH, "We don't owe you anything. You park in our garage at your own risk. We are doing you a favor by even offering to give you points for one free night."||18) RIDICULOUS. No one has ever apologized about the break-in, nothing had actually been done that was promised (no call to me from corporate office, no points for one night etc), I have paid the hotel $1,530 to stay there, and I have incurred over $1,000 in damage from the break-in of my car and missed my flight that day because of it. ||19) AFTER ALL OF THE EXPENSE, INCONVENIENCE, AND LACK OF FOLLOW THROUGH, I would say that asking for 2 nights out of 6 nights is extremely reasonable and should not be answered with, “"We don't owe you anything. You park in our garage at your own risk. We are doing you a favor by even offering to give you points for one free night."...||||After all of the above aggravation, I finally received points to my account worth two of my six nights, but they should never have handled this situation like this...especially at a hotel where the motto on the front desk says, “Making you happy makes us happy. If we can make your stay better, talk to any member of our team and we'll Make It Right. Guaranteed." ...

Having to reserve short notice I called around and settled on this establishment. The desk clerk picked up on the afternoon of April 8th. She asked for my credit card number and I provided it with instruction not for it to be charged. That I was paying in cash. She agreed over the phone. Without permission she tried to sell me on some membership honors opportunity. Before I knew it I was transferred to some guy trying to sell me a trip to either Orlando or Las Vegas. I had to hang up on him as he tried to loop me into a verbal contract for a Las Vegas stay. On Friday April 9th I check out to some added hidden fees on my invoice. I’m fairly certain I paid cash. Three weeks later I get my credit card statement and see I’ve been charged after I paid the cash. I called and ask them to mail me an invoice/receipt. Someone named Nicholas claimed he could not locate one. Taking the issue to the next level I was prompted to a manager named Amber. We all agreed to let video surveillance settle the matter. A desk worker called back a day or two later claiming there was no evidence I paid cash according to the video. I told him I’d like to have the interaction seen myself. They told me that request had to go through corporate office to get permission to release it to me. On Thursday May 27th Amber called me about noon to reiterate the fact she had seen the video as well and it only showed me checking out but not exchanging cash. She stated she was still waiting on the corporate office to release permission for me to view surveillance. If you claim the video tells all it needs to then it shouldn’t be a problem for me to see it either. They must have my number highlighted. Each time I call over there no one picks up. On June 5 I called several of Hilton-Hampton’s resolution centers and of course it sounds like overseas offices where you can’t understand anyone and they put you on hold until you give up and hang up. If you persist they hang up on you. Update: Sunday afternoon 6/6/2021 I called and finally got Amber. Her story had changed slightly about surveillance. Per the May 27th call she told me I was filmed speaking to the desk clerk yet not exchanging money. On the 6th she stated there was no film of me at all checking out. I know security companies and there is a camera filming one spot, as well as multiple spots at all times. Due to potential legal matters a front desk would be filmed at all times. A guest can't just walk out of a hotel without exchanging keys and checking out, idiot! Before our conversation ended I asked her for the proper office to expedite me getting my hands on the surveillance footage. She told me one time I was filmed yet never seen exchanging money. On June 6th she stated I was never seen on film altogether. The story keeps changing with these people. Hilton-Hampton until you demonstrate to me physical evidence I’ll believe you stole from me. Oh, and stop paying some hacks to write positive reviews...

I really enjoyed my stay here. This hotel really practiced social distancing and COVID cleaning procedures. There were plenty of hand sanitizer dispensers throughout the hotel. The check in was quick and I had very little interaction with the front desk agent although he was super friendly. The room was spotless and the TV remote was wrapped in plastic. Everywhere in the room had seals of deep cleaning and sanitation throughout the room. Modern art adorned the walls. The wooden floors were dust free. The walk in shower had incredible pressure and the towels were of the highest quality. I enjoyed the super large TV which must have been at least 50 inches. The bed was a typical Hilton bed which is to say it is the best in the business. The king was nice and comfortable and I had an excellent sleep. The black out pull down shade did its job!. There are dozens of charging ports throughout the room-- in the lamps, on the desk near the sitting area. There is a mini fridge to store all of your leftovers from your night on the town. The breakfast in the morning was great. I do not know why hotels have to stop serving breakfast during COVID. I think this is just lazy on their part and cost cutting too. Everything at this place was clean and meals were prepackaged. Sausage and eggs were delicious. Plenty of condiments. Cereal and oatmeal were made available. The muffins were wrapped as well as the delicious oat grain bars. There were three types of juices, hot coffee and water for tea. The Hilton employees attended the serving area and it was kept clean at all times as well as stocked. The seating area was all spaced out and I had plenty of room to enjoy my meal. The location is right in the center of downtown Decatur. The train is a three minute walk so the airport is easy to access ( a 35-minute ride with one transfer). There are plenty of top notch dining choices to fulfill your foodie and Instagram dreams. A 24-hour CVS is around the corner for your late night munchies. While I do love the convenience of CVS I do not love their prices. So I was very pleased when the guest agent gave me three Band Aids to tend to my mysterious finger cut, as this prevented me from having to walk to CVS and pay $10.00 for an entire box. Great customer service Hilton and fine employees all around! While I would not consider it an upgrade, I had originally had a room with 2 doubles. I am not fond of rooms with doubles when I am travelling solo, so I asked if I could be switched to a king. He did this with no problem and a smile to beat. I cannot believe that there are two five star hotels right next to each other in Downtown Decatur. I have stayed at them both in the past two months. But the Hilton has the edge because of the breakfast. A great meal with unlimited choices (and free to boot) can make all the difference between a magnificent day and a bad day. I love being a Hilton Honors member and I love this hotel. Will definitely be...