Hampton Inn by Hilton Glendale Milwaukee — Hotel in Glendale

My first time at Hampton Inn was largely positive due to the helpful staff and the overall condition of the hotel, but I will note the following. My wife went in first to get a card key (I had a digital key via early check-in on the Hilton Honors app), but the room wasn’t ready so the staff gave us a different room. Usually not a problem, but I’d used the app to get a room with a view of the parking lot where I could see my car. Instead we were put on the other side, away from the lot. With my mind on other things, I didn’t bring this up–I’m sure had I done so that the staff could have accommodated us. I hope that Hilton will improve their processes to ensure that customer preference is met before arbitrarily reassigning a room. The refrigerator wasn’t running when we got in. I called the front desk and the agent offered to come up but I just asked for instructions on how to adjust the thermostat. The dial was already set to the coldest mark but not running, so I turned it the other way & back; then it ran. Later on, I checked again & turned the dial down but it shut off. There was no indicator light to show if it was working or not, so I brought my meds and gel packs to the front desk and asked the agent if I could store my supplies in the kitchen refrigerator/freezer, which she did. It turned out the room fridge worked, but took a while to cycle back on. It was a non-issue but did highlight the positive responsiveness of Hampton staff. Which brings me to this: the Glendale WI staff are great! Friendly, patient, and courteous, they did everything to make our stay pleasant. As with the above, they helped us in other ways, explaining heating/cooling controls were on the wall and not on the floor unit. They greeted us when we saw them and provided excellent customer service, reflecting well on Hampton. This is a new building with excellent facilities, very clean interior, appealing decor, quick, working elevators, and a breakfast area with ample, comfortable seating. The food is standard fare but delicious & filling: yummy scrambled eggs, plenty of good coffee, etc. A mini store at the front stocks basic items such as snacks & water. The indoor pool is clean; the adjacent fitness room has good working equipment. Proximity to community, interstate, and nearby restaurants and shops are a good feature. The clean, quiet rooms have nicely firm beds and soft pillows, large smart tv, and great internet connection. The shower area, closed off by sliding glass doors, & the whole bathroom are spacious as compared with those of similar chains. Kudos for their good technology for check-in & room entry. The Hilton Honors app is handy for managing reservations & getting a digital key sent to your phone to open all doors (you can still ask for a physical card key). The digital key works everywhere the card does: the room, fitness room, pool, & back door reentry. I only had two main concerns. First, the bed covers in this room are really rough (see photo). I didn’t notice this at first, but later realized it was irritating to my skin, especially my stomach which I noticed when I was awakened by itching and realized it was from contact with the rough side. I folded the top edge away from me but that caused short-sheeting. Hopefully this choice of rough texture does not extend to the entire chain & I hope that Hampton will consider replacing these horrible bed covers with smoother, softer ones. A good night’s sleep depends on basic details like this. Finally, it’s concerning that the heavy sliding door that doubles for bathroom entry and closet access has indentations for your fingers (rather than handles or knobs to grasp) so you can slide the door in either direction. The edges of these indentations are hard edged and could hurt someone’s fingers if sliding the door a little too hard. The abundance of positive features greatly outweighed the negative ones for me and I will likely use Hampton Inn again here...

When we arrived, the room was a scalding 83 degrees. Everything was fiery hot to the touch. I attempted to lower the thermostat and opened the door to release some of the heat. 20 mins later it was still burning hot. I called Liz at the front desk and she told me there was not she could do and the we just had to deal with it until someone else comes the next day. I said “ok” with the hopes that the room would cool down. An hour and a half later, it was still 83 degrees. So, I went downstairs and she wasn’t around. There was a note with a number to call if you needed help. I called it. The front desk phone rang. She didn’t bother to answer. So, I knocked on the door. She came out and said “what”. I told her we could not stay in the conditions of that room. She shrugged her shoulders and said “there’s nothing I can do!” I told her “I’m not playing we cannot stay in these unsafe conditions” and I reiterated that something needed to happen because I didn’t want to run the risk of us getting sick or worse if we fall asleep in that heat. She said “I’m not playing either” and looked at me like she was about that thug life. I returned the look that suggested that I was not the one (two or the three) at this crazy hour with my son in that hot * room! She shrugged again and said “all I can do is cancel your stay.” I told her I have no where to go with my son at nearly 1am in the morning.” She remained unbothered. I said, are we supposed to sleep on the lobby couch. She shrugged again and said “I don’t care.” I went next door and made a reservation at Fairfield Inn but they didn’t have anything available until the next day. I returned and told Liz to go ahead and process the cancellation. She ignored me and started doing something else. I stood there for a moment then she looked at me and said, “do you need something else?” I told her that I was waiting for confirmation of my cancellation and evidence that I would not be charged. She huffed, went to the computer and for the first time through all of this she asked me for my name. We are Hilton Hrand Vacation Club Owners and longtime HH members. I have never experienced such apathy, rudeness and lack of concern for customer care. My chat thread has been ignored and I am awaiting confirmation of a full refund.

I walked next door to Fairfield Inn at 1am in the morning and although they were booked for the night they made arrangements for me to get a room first thing in the morning. What I find interesting is that both properties are owned by the same owner but the stark contrast in customer care is astounding! At first I thought this poor treatment was a reflection of ownership but after experiencing the empathy and kindness of Chakari and Alex, I realize that the gross rudeness and disregard of Liz is enough to damage the business and the brand. Avoid...

We chose this hotel because it had the best reviews in the area. We were visiting friends for a couple of events. It was me, my husband, and our son, and I was very disappointed with the service and the overall cleanliness of the room. First off, there was a 2-inch gap under our room door because the door sweep did not engage when the door was shut. There were boogers on the back of the bathroom door and the window, which you can see in the pictures. The floors were slimy and sticky, looking like they hadn’t been deep cleaned in years. The shower surround had residue, built-up handprints, hair, and it was just an overall gross experience.

I alerted the staff multiple times about the issues in our room. When we first checked in at 10:30, I saw the problems and went down to the front desk, leaving a note with the staff. She said they would switch our room in the morning. When I came down in the morning and talked to the guy at the front desk, he said we could get a new room when we came back. However, when I returned, there was no update on switching rooms. As we were getting ready to go to our next event, the front desk called our room. Maintenance and housekeeping stopped by, and I told them we were supposed to switch rooms, so they could service our room once we switched. It was very chaotic, and we were literally on our way out the door when I was rudely told on the phone that we wouldn’t be switching rooms and that they would clean and take care of our room. They never took care of the boogers on the back of the door, the floors, or the booger on the window. My husband waited almost 2 hours for a plunger after we requested and had to ask again 2 times to actually get it. The hallways were smelly and elevator was also very dirty.

Positive Points: This location is conveniently close to various shopping options. Additionally, it's just a short 15-minute drive from downtown Milwaukee, which is a nice feature. The pool area is well-maintained and exceptionally clean. The breakfast area is also well-kept and tidy. They serve delicious coffee, and the breakfast offered is satisfactory. The check-in process was swift and seamless, and the lady who assisted us was exceptionally friendly...