Hampton Inn Lebanon — Hotel in Lebanon

Update: Gavin, the hotel manager, followed up with me after I posted the original review. He acknowledged the problems and offered to refund us the price of our stay and host us for free again in the future. I appreciate that he tried to make things right. I am of the opinion that how a business responds to problems says a lot about how they value their customers and business.

We stayed in room 326, and I would not recommend. We arrived late so checked in on the app. When we arrived, we noticed gouges in the dresser and the inner handle of the bathroom door was broken off. After we were already in our pajamas, we also discovered that the blackout curtains were missing. Since we were already in pajamas and it was late, we tried to deal with it. The thermostat on the wall does not work, so we had to use the controls on the unit itself to change the temperature. The thermostat said it was 73 degrees in the room while the unit said it was set at 66 degrees. I had to turn the fan on to run at medium all night to get any sort of decrease in the room temperature, even then, it only got down to 71. Between the light from the outside and the issues with the room temperature, it was hard to get any sleep.

When I asked the front desk to switch rooms the next morning, they were not able to accommodate us to switch to another room with 2 queens. Instead, they came up and put a sheer shower curtain over the window. I included a picture of the window at 9 pm when my kids were trying to go to sleep. Otherwise, we were offered nothing to compensate us for the issues with the room.

Maintenance seems to be an issue at this hotel. All the key card entry points were broken so while you could exit the doors, you had to walk around the hotel to enter through the main lobby.

Also, the tv guide does not have any channel information so you have to click through each channel to see what is on. The remote would also randomly stop working so you would have to turn off the tv and turn it back on. A minor issue itself but combined with everything else, showcases a lack of...

We arrived at the Hampton Inn in Lebanon, IN, at 10:37pm, and we left at 11:36pm. We were not trying to be picky or get a free room, but even my husband said he could not stay here. Thankfully, Hilton refunded our room, and we decided to just make the 3-hour drive home at 11:15pm. They offered to reserve another room at a Hilton for us, but it was about 10 miles away.  We were ok with that, but my husband decided he would just suck it up and drive us home. I felt bad for our son. We had just attended a Purdue basketball game, so he was tired and he doesn't sleep well in the car anymore.

First Room

5 dead flies - 3 in the bathroom, 1 in front of the closet, 1 by the air conditioning unit

The bathroom floor was dirty with stuff on the floor and part of a wrapper under the sink. I'm guessing it wasn't vacuumed.

I didn't take any pictures in this room. I guess I thought we would switch rooms, and all would be good.

Second Room

I took pictures of this room. The bathroom floor was dirty, like the first room. The toilet bowl was dirty with something on the wall behind the toilet. There was also hair on and in the sink.

The top of the bedding was dirty, and there were long black hairs inside the covers.

It looked like the room was not cleaned, and the beds were remade with new towels. Although I didn't inspect the towels, so I could be wrong.

As we were about to walk out, we noticed the large gap at the bottom of the entry door!

A side note:

The girl that was working when we checked in was not friendly to us or the father and daughter who checked in before us. When I went down to tell her about the flies in the first room, she didn't apologize. She looked at her computer for a second and then asked if I wanted to switch rooms. I said, "If that's possible, yes, that would be great." She checked her computer for a moment and then handed me keys to a second room. She never said...

Location was close to our AAU basketball tournament. That was the only positive aspect of our experience staying at this hotel earlier this month. The hotel was sold out, we had a late game & arrived ~10pm. There was no one at the front desk. We waited for 25+ minutes. Finally a worker shows up and tells us she’s the ONLY employee working at the sold out hotel. We instantly had empathy for her. She looked like she was about to walk out & quit. After getting our keys (digital key feature wasn’t working at this hotel) we went to our room. We booked two queen beds but received a king bed with a pull out couch. We let our daughter & friend (teammate) sleep in the actual bed while my Wife & I got horrible sleep with a bar in our back on the pullout bed. My daughter’s friend found a giant toenail under the bedsheets. There were several black hairs in the bathroom. Because it was so late, all hotels sold out locally, and we had an early game the next morning, we stayed the night.

I contacted the GM (Hamid) who was apologetic about the experience, said he would perform an investigation and call me back. I receive an email from him two days later stating the actions taken were improved staff training and no longer having one employee run the entire hotel. For our troubles he offered us 10K Hilton points which is equivalent of $50 (hotel stay was $180). I responded stating he should at least offer enough points to cover all/majority of our stay. He never responded. We have stayed at several Hampton Inns in numerous states and this is our first negative experience. Really wished he would have made it right so I didn’t have to take the time to give this...