Hampton Inn & Suites Kansas City Downtown Crossroads — Hotel in Kansas City

If I could give zero starts I would. I had to change my reservation moving my reservation from Saturday to today, so I called the front desk who told me the "manager approved" the change and that my reservation was changed, and the update would be emailed to me in 5 minutes. Now I was calling from outside of the country and stated that I would not be in until midnight or after. I realized in my layover is Miami that I had not received an email. I first tried messaging which apparently did not have good workability in the airport, so I called. I was told that what I was previously told was not correct and nothing was changed. I must call the 1-800. Now....I am no longer able to do because I am on a plan almost ready to take off. I tried chatting Hilton and they couldn't help either, I must call the 1-800. When I landed in Kansas City, MO, I called the 1-800. I was told I had a 3 min wait. Then I got a message that there was a call restructuring and that there were no longer any agents working and that I would need to call back in the morning. It is now after midnight, and I had originally called the front desk of the hotel 12 hours ago. I have the privilege of hanging out in the lobby until the systems allow for an early check-in because the Hilton Processes and Policies do not allow the front desk to update my reservation. I was awarded the joy and privilege of the front desk advising me that I should be able to empathize with them that they can't do anything about their previous peer not telling me correct information while getting eye rolls from the 2nd front desk person while there was no empathy about the lack of safety they put me in. So I sat in the lobby until they could get me into a room, and the gentleman at the front desk was very quick to make me aware a room was ready as soon as it was a Friday reservation I had which I got with points (different reservation). Then on Saturday I called 1-800 number again. Going through the IVR it was a challenge to get a person, then I got the wrong department, and then I finally got the department that I thought could help. The final response was….”I sent this escalation to the manager at the hotel and please give the manager 2 days to make a decision on if they will refund your Saturday reservation that I originally tried to move to Thursday. If the manager decides not to refund, call the 1-800 back asking for this department and we will refund it for you.” Isn’t the hotel where I started and they told me they couldn’t help me? And now you are giving me another task when you could do the refund? I am still...

With this hotel, you get a good location and that’s about it. To start with, the front desk staff are entirely incompetent. I booked my stay using credit card miles and for some reason that completely confounded the staff at check in. It took four people, including the manager, nearly 20 minute to check me in because apparently their software made two portfolios for me, so it was going to charge me twice. Once I finally got keys and checked in, the room was fine, but not worth what this hotel is charging. The room was warm, even though it was in the 60s outside, and the AC could barely keep up. The water pressure in the shower was intermittent, I turned it on one evening and there was barely enough pressure to shower, much less wash my hair. I would’ve complained but we were checking out the next morning so didn’t bother. Like others have said, the parking situation isn’t great. I don’t think it’s any less safe than other surface lots downtown, but it’s an unsecured surface lot that they apparently rent out to a nearby venue for events. There was one night that we felt lucky to even find a spot because it was completely full by non-hotel guests. It’s also littered with broken glass and we had to be careful walking our dogs to the car because of that. So just know that for $10/night parking isn’t even guaranteed and no security or monitoring is provided. But the worst part of our stay came at check-out. We were told a receipt would be emailed to us and it never was. I called and requested one and they said they’d send it to my email but they never did. To this day, I still haven’t gotten a receipt. And THEN, four days after check out, imagine my surprise when the security/incidental hold (almost equal to the amount of the stay) posted to my credit card rather than being removed. I called the hotel and, once again, complete incompetence. They told me I shouldn’t have been charged and that a manager would call me back “once they figured out what’s going on”, but they never did. I’m now having to dispute the charge with my credit card company and get my money back that way. Just a complete mess of a hotel. I can’t believe they get away with charging what they do. Save yourself some headache and...

I would advise against staying here, unless you are willing to potentially fight incidental charges. My past stay for a wedding was a great time as most of my time was spent outside of the hotel, with an early checkout on Sunday. Okay room in terms of cleanliness and service was just fine. It was the Wednesday after the stay that was odd, when I was charged with a $600 TV Damaged Fee. First of all, it’s odd the room was cleaned 3 days after we left, 2nd, it’s odd they claim the TV damage is only visible when the TV is on, and furthermore that the TVs are on for guests when they first enter the room, but ours was not, we never turned on or off the TV, so we had no idea of any existing TV damage in the first place. Like I mentioned, we spent very little time in the room as most of our time was spent enjoying time with family for the wedding. We certainly didn’t have time to inspect every part of our room for damage, and think to turn on the hotel TV to make sure there wasn’t existing damage before leaving. I’m not being told I was the last person in the room before it was discovered, and that I would have to prove I didn’t do it. I think the lady who invoiced me is just doing her job, taking the damage report from housekeeping, but my best guess is it happened incidentally from housekeeping before our stay, and they did not report it and kept the TV unplugged or off during our stay. Or it happened after our stay when housekeeping incidentally damaged it and reported it, blaming the guest. Either way, it’s unfortunate the employees are too afraid to report an honest mistake, and the Hampton Inn has framed me for a broken TV, trying to milk me for an additional $600. It is correct I don’t have proof I did not do it, at this point, it is their word against mine, but where is the proof I did do it? If the TV was never on during our stay, the time frame is endless for when it could have happened, and if the room was cleaned 3 days after the stay, reported by management what’s to say it didn’t happen accidentally from the person cleaning the room? I definitely will not be staying in a Hampton Inn & Suites or similar hotel again. Pay the extra $$ and stay in a place like The...