Hampton Inn & Suites Knoxville-Downtown — Hotel in Knoxville

I really wanted to give this hotel a better rating but the circumstances around our stay made that impossible. We were coming into town from Nashville for night two of Zach Bryan. Upon app check-in, I indicated we would be arriving at 3 PM, which was the earliest check-in was available. We arrived to the hotel at 3:30 PM and noticed that the digital key was unavailable. From the parking lot, I called the front desk to inquire and was told due to so many check-outs the night before, they were behind on rooms and ours would be available within the next 30 minutes. That would put us at an hour past our indicated timing but, we waited. Well, 30 minutes came and went so I called back and was told an additional 15 minutes would be needed as linens were still being laundered. That now put us at 1 hour and 15 minutes behind schedule with no hope of getting in the rooms anytime soon. Once again, those 15 minutes came and went so I decided to physically go into the hotel to ask again - worried we weren't being prioritized because they didn't know if we were on site. The lobby was PACKED with others waiting for rooms, all noticeably irritable as we were all on a strict timeline for the concert.

I asked what they could do to compensate us, specifically if they could waive the pet fees as we were bringing two dogs with us. I was told the manager would need to approve that who was busy helping turn over rooms so asked if she could call me as soon as she returned to the desk. By the time we got the keys to the room, it was 4:45 - an HOUR AND 45 MINUTES past when we were supposed to get into our room. I once again asked about compensation to which the manager was unavailable and left my phone number so she could call me upon returning. We received a call once we were in the room that they would waive the $20 parking charge, $75 pet fee, and credit my account 2,000 Hilton points. So, at this point my review went from 3 to 4 stars.

The next day I got my hotel bill and not surprisingly - we were still charged the $20 parking and $75 pet fee. There goes another star from the review. I called almost immediately and was told that my account would be refunded as agreed. While that is great and all, that $95 still hit my credit card statement which needed to be paid before the refund would get processed. I eventually did get the refund through my account but only after having to call and re-request it after being told it was going to get waived.

Overall, just a hassle. To top it off, it looks as though the rooms were recently renovated but were somehow already dirty and broken. Our shower curtain had greasy black finger prints all over it and what appeared to be a blood stain. I would definitely not recommend...

As a Parent traveling with a rather rambunctious two year old, I was meticulous in my preparation for a decently long cross country trip and this Hotel was our first stop. Why did we pick this Hotel? It was the first one that popped up with a indoor pool that was near the muse children's museum. It was not, by far, the cheapest, it was not the nicest and it came with a parking fee; but I called ahead THE NIGHT BEFORE to confirm the indoor pool was heated and in fact working and I was assured it was, all "3 to 5 feet." So I booked with them. Upon arrival, before even stepping foot into the room, we checked out the pool and there was a note on the pool door, " sorry closed" and was informed by front desk it had been closed all week. I immediately asked if I was able to get a refund so that I could go to another Hilton with a working pool and was told by an employee who confirmed with, who Im assuming was their superior, that it would be perfectly ok. I then ushered my two year old and I into the small computer room to begin making other arrangements. As I'm calling other Hilton's to double double check their pool situation and finally about to book with one up the road I was informed that the GM (from home) had told the front desk workers the refund was not allowed because "amenities aren't assured," despite me assuring them, it had, in fact, been assured to me over the phone not even 24 hours prior. This whole debacle was very frustrating since I couldn't even go to another Hilton, sans refund, because the site wouldn't let me book while having present reservations. The lack of empathy and understanding I was met with from a faceless GM after specifically taking the time to call and ask about the indoor pool was just discouraging. When someone takes the time to make sure their trip is going to go a certain way, it's not the hotel general manager, OF A HILTON, one would expect to find as an adversary. On a different note, another Hilton, The Hilton gardens off of papermill drive, was kind enough to let us drive over there and use their pool, their facility was sparking clean, the entryway and outdoor area with fire pits was stunning and parking would have been free and I would definitely recommend that Hilton, on...

My mother and I stayed in this hotel when in Knoxville for a show we were attending. When I first came in to see if an early check in would be available, the front desk staff said they were still cleaning rooms and took my name and phone number. And I was to expect a call by 2:00 pm. Unfortunately, we never received a call. Since our show was at 5, we returned to the hotel to find out if a room was available. The lady at the front desk was less than courteous but she found us a room that was supposed to be ready for guests. When we arrived to the room, it appeared clean but upon further inspection, it wasn’t. First off, there was feces on the toilet seat and in the toilet bowl. I called the front desk and the same young lady answered. I told her the issue only for her to sign and put me on hold - she never came back. I held for 10 minutes. I decided to go to the front desk in person when I met someone coming to clean the toilet. She came in with a bottle of spray, a white towel and a toilet brush. No gloves. She didn’t wash her hands and touched door handles with dirty hands. I cleaned those after she left. She offered to waive our parking fee which they did. Later my mom was in the bathroom and noticed that the shower appeared to have not been cleaned at all. There were hairs all around the shower. On the walls, the floor and the temperature handle, along with what appeared to be blood. Needless to say, we didn’t use the shower. When we were heading to bed, our sheets had stains on them and the nightstands hadn’t been cleaned at all. There were, what I can only hope we’re beard hairs all around the table top. When we checked out early the next morning, we didn’t eat breakfast as we were afraid they weren’t cleaning in the kitchen either. The person at the front desk who hand “hospitality” on her name tag never looked at my face or asked us how our stay was. Overall, it was a horrible experience. We will not be returning to this...