Hampton Inn & Suites Atlanta Airport West/Camp Creek Pkwy — Hotel in East Point

The afternoon male staff are patient and friendly.

The one young female front desk staff member from the morning to afternoon shift was less so, and rather unaccommodating.

Rooms are cozy. The furnishing is standard. After all it is a 2-3 star hotel. But it gets the job done.

The complementary chocolate chip cookies Hampton Inn & Suites is known to put out in the evening were the weakest I’ve had.

They didn’t look like they just came out of the oven. They weren’t soft, but instead a little firm.

Another weakness is that this particular hotel is one of a minority of hotels that require guest to call and make reservations for shuttle pick-up from the airport.

The majority of the other hotels nearby the airport have regular shuttles that run about every 20 minutes. Granted I’ve stayed at one of those aforementioned hotels, and it was probably large enough to accommodate 5 times the amount of guest compared to this Hampton Inn & Suites.

So I can understand why they don’t have a shuttle running constantly.

Last note in experience.

I didn’t know if I was going to need to stay another night. I requested a late checkout with the front desk. I called two minutes after the late checkout time to book the room for another night. The young lady at the front desk said something to the effect “I’m sorry, but all of the rooms have been committed."

I don’t know if I was wrong for thinking that there should be something that they could do, but I didn’t gripe.

I packed and went downstairs to turn in my keys and take the shuttle to the airport.

The older lady driving the shuttle naturally learned of my situation due to polite conversation.

Like myself, she was of the opinion that the hotel would have made some arrangement to accommodate me. Although I agreed, I considered that neither her or I worked the front desk. So there were some things we wouldn’t be privy to.

All that being said, I did fell through my prior interaction with the young lady working the front counter that she needed some more training, observation, and coaching.

In my opinion her customer service was lacking.

The shuttle bus drivers I interacted with and the male front counter staff in the late afternoon were much nicer and more friendly.

In fact, one young man even made the point to mention that they have a satisfaction guaranteed policy.

If he was there as I was checking out I may have inquired. But I decided not to bother with the staff that was there during the morning to early afternoon shift.

EDIT:

Called the hotel a day later, in the morning around 7:30AM, and spoke with Ms. Pat. Ms. Pat listened to what I had to say with a careful ear and apologized for the experience I had. Thank you very much Ms. Pat. Hilton properties are my usual accommodations when traveling. And out of the Hilton brands, I usually pick Hampton Inn & Suites. I've never had a bad experience. Never. And when I voiced my dissatisfaction, Hampton Inn & Suites, held true to their word.

I'd like it to be clearly understood, that my original review of this hotel was a three star, now it is a 5 star.

Thank you again Ms. Pat. If you choose to stay at this hotel, I recommend that you talk with her. She'll make sure that your stay is one to remember.

In...

I rated my "overall experience" a four because of the very poor customer service I received upon arrival at your hotel. I had checked in online prior to arrival, assigned room 422 and told to present my ID at the front desk for my room key. When I showed my ID to Shaun, aka "Mr. Amazing" according to his badge, at the front desk, he assigned me to room 403. He was not cordial or welcoming at all, it was as if we were a bother to him. He did not greet me as a Hilton Honors Member and nor did he tell us about breakfast, the wi-fi code or any information pertinent to our stay. I thought his demeanor was strange, especially for his position, but I did not say anything. After we got our luggage, went to room 403 only to discover there were other guests already in that room! To say that I was unhappy, is putting it mildly. We went back downstairs to the front desk and I expressed my concern and disappointment to Shaun who NEVER said one word to me! He took the keys I had and gave me another set for room 430...no apology, nothing! We go back up, enter room 430 to find a king bed (we had requested a double) and a bathroom with the shower wall all busted up. I made pictures of the wall and once again, we paraded back down stairs. Exact same process, even when I was trying to make the best out of the situation when I said, "the third time is going to be the charm, right Mr. Amazing?" as we laughed, he just looked at us and slid another set of keys on the counter...room 422, which we occupied for our stay. We called down later that night and asked for the wi-fi code...long story a little shorter, we could not get it to work because it kept saying there were no guests in room 422 with the last name of Fulce, finally I tried room 424 (the one I was assigned online) and it worked, thank God! On Friday morning at a little before 7:00 AM, we were awakened by an extremely loud, continuous knock. Seeing that it was the housekeeping staff, I opened the door. The lady was very nice & apologetic and even showed me where the room I was in (422) was listed as vacant and needing to be cleaned. By the time, I crawled back into bed and dozed off, the phone rang and it was the assistant manager (don't recall her name) and she wanted to know my first & last name, when we checked in, what time we checked in and other info. By this time, I am wide awake and my ONE MORNING TO SLEEP LATE has been ruined, so I shared my disappointment with my stay at this hotel with her. The assistant manager was extremely apologetic and very compassionate. She stated that I would be compensated with a free night for all of the inconveniences I experienced. As of today, Wednesday, December 1, 2021, I have not received an adjustment to credit card. Shaun's behavior was downright rude and not acceptable and set things in motion to ruin my stay at your hotel.

The only rays of sunshine were the awesome, Dwayne Matthews and the new Assistant Manager (sorry, I can't recall her name). Their customer service skills exceeded my and my family's expectations. IF you do opt for this hotel, ask for either of those two people and I'm sure you will receive a...

I called and filed a corporate compliance complaint; I asked for an update after they investigate & we've yet to hear anything back. Staff was extremely rude, especially at the breakfast bar area. We were told breakfast was from 6 to 10 AM. all four days, they closed down the breakfast area before 10 AM. One morning, the woman working refused to allow us to prep our own plates. the last two mornings they had no plates or utensils. How do you serve a breakfast bar without plates or utensils?? The public restrooms by the breakfast are were an absolute disgrace & disgusting. The men's room had one stall in which the toilet was filled and splattered on the OUTSIDE with feces; This was present and not cleaned for the entirety of our stay. The Janitor even reported to us that he had known it was there, but said it wasn't his job to clean up because the plumbing wasn't working anyway. Neither the men's nor the women's restrooms had soap at any point in our 4 day stay. Even the wallpaper in the breakfast seating area was peeling off & appeared to have dark stains behind it. The luggage carts seemed to all have flat, wobbly tires that made the carts so unsteady that luggage would fall off as we were traveling down the hall. In addition, the condition of the rooms was simply unacceptable and an embarrassment to the Hilton name. The lamps, door hinges, sink faucets -- everything metal in the room was heavily rusted. The bathroom ceilings were covered in black mold. The shower curtain was molded. There were 7 people in our party, with two adjoining rooms. They would only give us six bath towels to share between the four adults and three kids. On arrival, the linens on the pull out sofa bed in one room had short, dark, curly black hairs and dead bugs all over them. The sofa bed in the adjoining room had a large brown stain across the center of the mattress, with no linens available in the room. We had to call down to get linen replacements one the first night -- which was a huge hassle because the front desk clerk wasn't sure where to find linens. While the location is decent -- being close to the airport-- we would rather drive farther to have a better stay. If we had not pre-paid for the whole stay, we would have left the first night. Didn't have a single positive interaction with staff. We've honestly had better 1 night stays at the type of establishments that rent by the hour than we had at this hotel...