Hampton Inn & Suites Huntsville Downtown — Hotel in Huntsville

I have never had it bad experience at a Hilton property that a manager could not resolve. No, the hotel had not been in touch with me, nor did they try to resolve the problem, but they told Hilton that they DID contact me to work out the issue. I guess the property is going to continue my dissatisfaction by lying on the customer.

I did an e-check in, and was brought to the property to just check in (ensure no issues). I verified that my cousin’s name was on the reservation. I asked Selena M. to please put a key & parking pass in an envelope, and write my cousins name on it because they probably will be running late. She informed me she will have it taken care of. I walked away satisfied.

My cousin arrived. Unfortunately, she couldn’t find her identification. Moments like this, I have always had a very helpful manager or front desk team member assist with no issues. Jahmal M. refused to let her check in. Not a problem, I know procedure. I tried to share my digital key and it wasn’t working. Jamal M. said I could send a picture of MY drivers license to assist and then said no. So, I called to help/find a resolution.

Flip side: I booked at a Hilton property in Texas roughly 2 weeks ago. My son’s name was on the reservation and I called ahead. He said when he got there, he showed his ID, and they would NOT let him check in. I called, but fortunately it had been resolved, because my son asked for a manager, and they let him get key and go to his room.

Jahmal M., who needs a semester in customer service/hospitality, was extremely rude to my cousin. I thought calling could assist so that I did not have to drive 30 minutes out of my way and back for a charity event that I was actually late to because of all this. I called the hotel twice and Jahmal M. answered the phone and proceeded to hang up on me both times.

Sidenote: I received a notification on my phone at 2:36 PM saying that my digital key was ready. I received another notification around 5:32 PM stating my digital key is now ready. Huh? I’ve already been notified that my digital key was ready, but the share button was no longer there, but magically appeared once I arrived and asked to speak to a manager.

Selena, was still there, I spoke with her before the manager came out, and she apologized for not having what I asked for in place behind the desk. I can honestly say Michelle Lopez was very professional, but did not offer any type of resolution/compensation for the unprofessional experience. Jahmal M. hung up on me twice, refused to get a manager for my cousin when she asked, and stood rolling his eyes at me while I was speaking to the manager.

Fast-forward: They return to the room, which my cousin said, smelled like it hadn’t been cleaned in weeks, but they will make it work. She said they proceeded to pull back the blanket to the bed, and it was full of hair. She stated It seem to be a mixture of human hair and animal hair, which she is allergic. My cousin asked the evening shift female, if they could have some clean sheets or someone to change the bed. She said, the female proceeded to come to the room, knock on the door, take the sheets, and shove them in her husband’s hands and walked away. My cousin, who is a healthcare provider, called back down to the desk and asked the female could she have gloves since she wanted her to change her own bed because she didn’t know what was under sheets. The evening female proceeded to go off on her, telling her nobody told me I needed to bring you gloves. My cousin told her don’t worry about it.

*My cousins returned to the hotel from the event at 11:30 p.m. They got in their car around 12:30ish, and drove back to Atlanta Georgia. They never stayed. Imagine driving through the mountains at 1 o’clock in the morning.

Again, I have never had a problem at a Hilton property. That is why I CHOOSE Hilton. I will say everybody has a bad day, but if you think that you’re going to be unprofessional, maybe you should call out for the day. I will never stay at or recommend this...

READ MY REVIEWS. Hello. This is a newer Hampton Inn and Suites by Hilton. This hotel is conveniently downtown next to many venues of you are coming to Huntsville for a concert, etc. Our room was clean and very nice. I saw one review about the towels being thin. Well we had one thin one and little softer but still thinner towel. For those people with sensitive skin, a soft towel is more comfortable. Not a deal breaker but as the other reviewer said a bit softer towels by Hilton are nicer. We stay almost exclusively in Hilton Hotels and spent 7 nights on this trip in different Hilton’s across the south, and usually they are equipped with the slightly thicker and softer Hilton bath towels.

The parking garage right next to the Hampton Inn is where you park. It’s a very nice garage. I use my digital key when at all possible and the digital key here works great. Use the digital key to unlock the elevator so you can go up to your room and also to open the gate at the parking garage in addition to letting you into the hotel and your room. Should we come back to Huntsville, We most likely will stay in this specific Hampton Inn again. The only complaint I have is when we checked in last night the young man at the counter seemed a little bit preoccupied. It took him a couple minutes to come out from the office behind the front desk and then when he came out, he seemed a bit short in temperament. Not like the reception that I have received from all the other Hilton facilities where we’ve stayed. So just a reminder that when you greet a guest to make sure that you have a smile on your face and you are warm and engaging. I did not feel that from the young man from last night. I don’t think he smiled once and he didn’t have a lot to say. He didn’t even welcome me to the hotel. So I’m asking the general manager to please remind him to make sure to provide a bit better Customer Service. I did speak to the assistant general manager, Beth, who is at the front desk this morning. She is very kind and does a wonderful job so she might even be the one to take care of my concern from last night. I had my hands full and couldn’t get the elevator up and she came in unlocked the elevator for me and was very kind. She made a comment that I was careful not to spill my coffees on the elevator floor that it had happened about three times already this morning and we laughed when I told her I’d rather be stuck in the elevator, then spill the coffee because that would be thoroughly embarrassing. So I’m still giving the hotel five stars for service because of Beth’s excellent service to guests. We stayed here, May 17, 2025 to May 18, 2025. Just note that if you’ve never been here before to make sure to go past the street corner fancy looking front entrance and into the driveway to the parking garage and that circles around to the lobby of the hotel. If you happen to turn too soon, you have to make a U-turn on the road where they’re doing construction right...

DO NOT STAY HERE unless you can avoid Michelle (manager) and Cindy (front desk associate). If 0 stars was an option, I would’ve selected it. My check-in process was smooth, but my relatives unfortunately cannot say the same! The manager didn’t want to accept any of our government IDs, which was the only thing they told us to bring. My family along with another family drove over 300 miles for a graduation just to deal with their shenanigans. She then said we would need official orders. This was not a duty trip and I checked in fine with none. We have stayed here in the past and at other Hilton properties for leisure with the government rate. We know the difference between business versus pleasure, work versus non-work, and official travel versus regular government rate. This rate was because we were government employees, not because we were traveling for our government jobs. Again, the person who booked my room only said I’ll need my badge and nothing else. The lady who checked me in only asked for my badge and nothing else. The manager on that next day literally asked for the phone, zoomed in and took over a minute verifying our government affiliation just for her to tell my relatives that they need papers. We then called Guest Services and it was THEM who told us to check in digitally to get the same rate we booked for and to avoid going through them. After my relative checked out, she saw where she was charged the regular rate. Michelle told Cindy to change her rate after she did the contactless option; she wasn’t even notified. My relative made it clear to them BOTH that she was not willing to pay that rate and she would go to another hotel if she needed to; she would not have completed the stay. Again, Guest Services told us to check in that way. Now Hilton is saying they can’t override her decision. How? The hotel is apart of THEIR company. I guess Hilton allegedly supports criminals because changing the price after someone has paid is both unprofessional and unethical!! Choose Marriott or another company! I will recommend another hotel chain to my employer from now on. I don’t care how much business they lose out on; all of this could’ve been avoided. KG (don’t know her full name) and Jahmal are the only two people I have encountered who are nice and professional. If they did not work there, this hotel would be in...