Hampton Inn & Suites Savannah - I-95 South - Gateway — Hotel in Georgetown

I have never left a review for a hotel room before but I feel this one is completely necessary. I stayed at this location almost a week ago, and it ended up being the worst hotel stay experience I’ve ever encountered unfortunately. There is so much that lead up to our awful customer service experience, and after a week of waiting for the manager (Wendy) to call us with a resolution, we still haven’t heard a word from her or the corporate office contact (Juan) which we have reach out to as well. Myself, my mother, and another guest were all verbally attacked by the kitchen manager (AnGela) for no reason at all but she continued screaming back and forth at us and to us from behind the closed kitchen door for about 45 minutes after we had asked that some of the breakfast item be brought back out so we could eat the included breakfast which was supposed to be hot and served until 10:00am. We came down right at 9:15 and only a few yogurts, a few fruit items, and some instant oatmeal were available along with a half empty bread container and cereal. Totally fine—we simply asked if we could have some batter for the waffle maker (which one employee gladly brought to us and then put back in the kitchen), and then Angela came out from the kitchen and after waiting a few minutes I simply asked if it was possible to get another yogurt after the same worker put it away in the kitchen after we just came down, and I asked if it was possible to get some butter and cream cheese for a bagel. Angela seemed absolutely put out that I was asking and almost reprimanded me for suggesting that they were putting breakfast away early (at 9:30 this point), and rolled her eyes at me. It was clear they wanted to clean up early whether she wants to admit it or not. Doesn’t matter. It was this point when another guest not related to me asked if they’d be bringing out more batter since they had put it away again, and AnGela went OFF on both of us. I honestly have no words for the verbal attack we were subjected to, and after being screamed at for absolutely no reason I naturally asked her to calm down and questioned what the issue was and why she was being so rude. Fast forward to when the Manager, Wendy, FINALLY shows up after 45 minutes of us waiting what she told us would be 15 minutes. Wendy literally refused to acknowledge the 4 of us guests when she walked in and even told me “NO! No I will not speak to you guys first,” when I asked if she could please speak with us first as we needed to get the situation resolved since we were trying to check out and be on our way to our competition which I was already running late for. She didn’t even say hello to us. About 5 minutes later she comes back, with an extremely defensive attitude, and aggressively “deals” with us and asked our side of what happened. She never apologized for the altercation, never made us once feel like her employee was in the wrong, and was honestly just annoyed with us for being upset it seemed. She told us she would watch the camera footage and “make a decision” on how to proceed and reach out when she had time to make a fair decision. That was Saturday 4/13 and today is Thursday 4/18 and we have still not received a single word of communication despite trying to also contact the corporate contact Juan we were given by Wendy or Wendy herself. I also had no intentions of complaining about what seems to be blood soaked sheets I slept on (because life happens and I didn't realize it until I woke up and the sheets had come off the bed which revealed a huge area of what looks like old blood to me. But now I’m just mad so I’ll add that into my review. I could write a review ten times longer detailing how awful this verbal altercation was but hopefully this gets the point across. If Wendy was better at her job I would honestly not write this review, but after our experience I feel everyone should know that if the breakfast items are being put away early, you might not want to ask about it because it will most likely result in a huge verbal attack with no support...

The manager was totally unreasonable. When we called to complain about an alarm going off at 5am, nothing was immediately done to rectify the situation. They said that the maintenance person was “doing something else...” The alarm went on for 45 minutes until we had to call again and they finally came up to the room next door. Then, not too long after they left, the alarm went off again. “The person is hitting the snooze button” they said. So is that all your management can do? So we’re supposed to just stay up listening to this alarm, aggravated that we can’t sleep?

We had two rooms and we ALL had to get out of them immediately. NONE of us could sleep in either room - ALL of us had to leave because we are a family. Yet, this hotel is only taking the charge off of one room? What is this for customer service?

Hampton Inn states that if their customers are unsatisfied for any reason, they should not be charged. In other words, satisfaction guaranteed. These are the words of your brand: “Your 100% satisfaction is guaranteed. If you’re not totally satisfied with your stay, you’re not expected to pay”; “Making you happy makes us happy. So, if we can make your stay better, talk to any member of our team, and we’ll make sure you’re 100% happy. GUARANTEED™”; “If you’re not satisfied, we don’t expect you to pay. That’s our commitment and your guarantee. That’s 100% Hampton®.”

We are NOT happy. We all lost sleep, and not just those of us in the one room. All of us. None of us took showers. All of us were affected and were disturbed by this mishandling of the situation. It is simply not enough to take off the charge of one room, when the rest of us experienced the same disturbances. Management could have immediately resolved this issue - but instead we dealt with the frustration of getting up early in the morning to leave, and on top of that stubborn management who was not empathetic to our situation. They kept saying that they “understand,” but what does that mean to us when we are still clearly unsatisfied? It’s not an unreasonable request on our part. We are reasonable, reliable and civil people who expect certain standards from Hilton hotels. The basic one is a good night sleep and appropriate service.

We are not returning to Hampton now. This should have been resolved immediately with the manager coming up herself instead of waiting for maintenance to take care of it. It’s not a maintenance issue. It’s an issue where people can’t sleep and it’s courtesy for management to take care of such issues, as opposed to having guests resort to knocking on other guests’ doors and possibly ending up in altercations.

Taking the charge off the two rooms was the LEAST they could do - now we are all tired, have to drive many hours, and be functional for our plans tonight. This is the job of the hotel, to provide 100% comfort and excellent service to its guests, not go in it less than 50 percent. This is the hotel’s attempt to save money for ONE room. Hilton, we are disappointed. More money will be lost unfortunately from our negative reviews.

P.S. You need better insulation in your...

First time writing a review but I felt compelled to after this stay. We had a terrible experience at this hotel. When we checked in after driving for ten hours we were given a room. We were turned off by the dirty elevator floors and paper wrappers in the corners but anxious to get to our room only to find we were given a room with nothing but a bed, tv and a refrigerator in the corner, not even a chair to sit in. We called downstairs for a change and we’re told they are waiting for furniture because the room was recently redone. I was told that since I had a king size handicapped room there were no others available. I explained I didn’t ask for a handicapped room or a king size bed so a fully furnished room would be great. Then I was told there would be an up charge for that. After a lengthy back and forth we finally got another room and it was the dirtiest room I have ever seen. The rug was stained the bathroom had someone else’s stains all over the toilet seat . It was filthy! The desk chair was torn and the leather was almost completely peeled off! I wish I could post the pictures it was really bad. We were told this was the only room left so too tired to go elsewhere we cleaned the room and when we checked out asked the manager to call us. We never heard from her and after repeated phone calls I reached her assistant. The level of sarcasm and confrontation from this women was unbelievable. I explained the room was unfurnished and her response was “ did it have a bed.. did it have a tv oh so it had furniture”Everything was our fault . We should have asked for another room ( even though we were told there were no others), we should have gone to another hotel . I can never understand why people deal with a customer in such a way. In the end she offered to take half off , this hasn’t happened yet. Now you know why I am writing my first review…save yourself the aggravation there are...