Hampton Inn Kerrville — Hotel in Kerrville

My boyfriend and I stayed here on 09/22/18 for a night away from big city life of Dallas/Fort Worth. Kerrville's cute as it's in the hill country, but we were a little less than pleased with the hotel. Upon arrival, we noticed they don't have automatic doors like most hotels do - it made getting through the doors with a lot of luggage rather difficult. Next, we stood at the desk waiting for an agent to check us in. I went around the corner to the laundry room in which she saw me and ran to the desk. When checking me in, she asked for my ID, but she did not run my card through the chip reader. We were assigned room 301. Once we got off of the elevator on the third floor, there was a damp, musty smell. We got to our room and above the storage door on the right of our room was a large roach about an inch and a half long. I told the female front desk agent that was working the evening of the 22nd and she didn't take care of it or have someone else tend to the massive bug outside of our room. Weird enough, the bug stayed in the same spot until 8 am the next day (23rd) when we came down for breakfast, when I told the night auditor about it and he promptly went up and took care of it - the bug was gone by the time we got back to our room after breakfast. The carpet in the room near the ac unit was damp as if it had been leaking or something, I'm not quite sure. We looked forward to spending a cold, gloomy day in the hot tub, but the temperature almost matched the temperature of the weather outside - rather cold. The sign near the spa says to ask the agent for a thermometer but we didn't want to have to get out and run back inside about another negative thing about our trip. All in all, I was less than pleased with this hotel, even with getting the room at an extremely discounted rate. Again, cute area, but we'll be finding a different hotel to visit during our next trip.

Also, upon finishing this review, I just realized it was rather difficult to find a link to leave a review - as most hotels have the link printed on your folio at the end...

We were in town very suddenly to deal with my father-in-law, having a stroke, and came to the Hampton Inn with no reservation, as we had just spent a long day at the hospital. I asked if they had rooms, and the front desk clerk looked at us, asked if we were Hilton honors members, and proceeded to tell us that they only had two queen rooms. She gave us a rate of $115 and went back to what she was doing. She never asked for my Hilton Honors number to see if they were any other possibilities.

When I asked if they were any lower rates, she said no. As a former hotel front desk employee myself years ago, I know that at 9 PM on a Sunday night, front desk clerks can offer lower rates with walk ins. I also know that it’s typical to ask if we are state or federal employees or if we have any other memberships that may offer us a lower rate. She did none of that. I think that she made a few assumptions about us, either about our ability to pay (I’m Black and Latina) or our purpose for getting a hotel room as a walk-in late in the evening/night (we are a young interracial couple).

I opened the Hilton app and saw lower rates and a king room available. I informed her that I saw lower rates on the Hilton app, and she essentially shrugged and said that I could book there. So I stood there in front of her and booked a king room at a lower rate. My partner then asked her again if they were king rooms available since we had just booked a king and she said yes, after saying previously, only 2 queen rooms were available. This was after I gave her my confirmation number and she would’ve seen that I am a Silver Elite Honors member. She was suddenly very friendly and “helpful“ after being dismissive and uninterested before after seeing my reservation with HHonors and watching me pay with an AMEX. I hate when this kind of thing happens, when I have to show signs of my SES to be treated well.

I did like the breakfast a lot and the room was large and comfortable but the front desk service...

I’m not sure where to start. This would easily count as one of THE worst hotels we have stayed at. And for $250 a night - yes, really - it probably counts as fraud! I mean this is more expensive than some of the really good hotels in downtown Austin. :-/

Here’s all the things that went on during our 2 day stay: Booked a room for 2 adults and a 14 year old. Was given a room with 1 king bed. No spare bed, no sofa pullout, nothing. Window has no weather proofing. Cold air blows right in. Paper thin walls, like you can hear the neighbor’s shaving razor kind of thin. Creaking beds Door spring does not work, so once opened it stays ajar unless pulled shut. This was a kicker - any “hot” breakfast has to be plated and brought out to you. Which means you don’t get to pick how much you want to eat. Very unfriendly breakfast lady, clearly doesn’t like her job.I Air conditioner noise was like a plane taking off (I recorded it) No drain stopper in shower.

The one positive was one lady at the front desk, Artencia, who was probably the only polite person we came across and she offered to move us to a new room with 2 queens so we could actually sleep.

In new room, there was no hot water. Asked front desk. And the answer? Sorry maintenance can only come in on Monday (we were there Fri-Sun). W T actual F!! Finally figured out that the labels for hot and cold were backwards, but the front desk guy’s unwillingness to even attempt to help was beyond amazing!

This hotel needs to be reported for overpricing and not dupe anyone with their “3-star” hotel rating. It’s not a 3-star hotel, it’s a motel that should be worth...