Hampton Inn & Suites Leesburg — Hotel in Leesburg

Summary: stay was OK, but staff are ineffective and frustrating to deal with.

We used the Hampton Inn & Suites in Leesburg as our primary hotel for a wedding in Nov 2022. We had something like 30 out-of-town guests staying at the hotel.

The stay itself was fine. Room and amenities are average quality. Most rooms were ok, to my knowledge, except one of the guests in our block had some issues with his shower head that the hotel staff was unable/unwilling to resolve during his stay.

However, our experience interacting with both sales and desk staff was repeatedly inconvenient and frustrating. I recommend strongly against using this location for a wedding or other event that requires more than one room, or if you expect/require any kind of special accommodations when you stay in a hotel.

Our main points of frustration were:

(1) Front desk putting us on indefinite hold, repeatedly

Trying to organize a wedding and coordinate out-of-town guests (including some arrivign from out of the country) we've had to call the hotel many times. Many times we were placed on hold for 5 minutes or longer. At least twice, we had gave up after 10 minutes on hold and tried later.

(2) Difficulty managing the hotel block

The wedding block website interface provides no visibility into how many rooms were left in our hotel block. In order to get more rooms, the block had to be completely empty (meaning, there's a window of time where it would appear to our guests there are no rooms in the block). This is consistent with the written policy - so we were not misled - but I have to say I underestimated the frustration and constant inconvenience of having to call the hotel multiple times a week in the months leading up to the wedding.

(3) Double-charging us for a room

We booked a room for some guests who were coming from out of the country, including paying for their room. We gave credit card information at the time we placed the booking. These guests arrived at the hotel, and the front desk staff still required them to provide another credit card for check-in. Even when my wife was on the phone with the front desk, able to provide our credit card information (again - literally the same information that we'd provided when we booked the room) - the front desk insisted that the only way they would accept a remote credit card authorization was over email (?).

The front desk staff, at this point, claimed that they would only need to place a hold on the card and not charge it, so one of the guests provided a forex debit card. Later, when my wife and I checking out, we would pay for the room with our credit card. It's almost a week later, we now have charges on both cards. My wife is going to issue a chargeback with her card provider.

(4) "Can't find" a large personal item we left in the room

We used one of the rooms for bridal make-up and hair, and brought a personal barstool into the room. This was accidentally left behind in the room after check out. About 8 hours after checkout we called the hotel to inquire if they would keep it for us to pick up within 2 days. The person at the front desk said they could not check the room at that time and would call us back. No call back.

I understand that the hotel can't keep left-behind items indefinitely for guests, anything left behind is at our own risk, etc. but the hotel staff has made zero effort to even try to assist us here.

We have been unable to resolve 3 & 4 because the hotel front desk is putting us on indefinite holds when we try to call...

Yesterday 8/10/18 my family and I stayed at your location at 117 Fort Evans Rd NE Leesburg Va!

We checked in for few days and an authorization of approx $139 was placed on our credit card! The front desk told us that upon check out that the difference of the bill can be settled!!!

The name on the reservation was my children father room 314!!! I’m not sure why we were given a handicap room!!! Possibly because it was all they had at the moment of check in.

We were given 2pm checkout time because of another schedule check in at Marriott that started at 3pm!!!

We were told at 12noon we must immediately vacate the room! At the desk we waited in the lobby since our card didn’t go through for the remaining amounts! Our friend was going to pay the remaining balance but the General Manager & assistant manager took my bank card and drivers license and called the police charging us with the attempt of running without paying!!!

My children father held the room under his name. My children and I had travelled all night from Detroit Michigan after attending a crusade. We stayed with him at the Hampton inn suites for the few days!!!

The bill was approximately $501. The hotel had an authorization of $139 for the first night. I had $150 cash and my friend was sent an authorization form to cover the difference!!!

My kids dad left us to pick up cash in Tysons corner approximately 20 minutes away, because the desk was giving our friends a conflicting total!!! He didn’t trust the hotel with his credit card anymore!!! They wanted him to pay the entire amount of $501 without subtracting $150 cash plus the pre-authorized amount of $139!!!

Our lawyer said your hotel had no legal rights to hold me since my name wasn’t on the reservation and they had no right to hold my debit card and drivers license!!! The police also said we were not running from paying the bill and they should not have been called!! We committed no crime but was trying to pay our bill before leaving!!!

Your General Manager & Assistant Manager are evil & wicked to cause my family shame and accused us of crime!!!

I’m a platinum member with Starwood for many yrs, including staying over 100 days with a personal ambassador to assist my travel! I am now a platinum member with Marriott & Ritz Carlton!!! I have never experienced anything like this before!!! I travel alot and sometimes our card is locked for security!!! But never have they called the police to arrest me!!!

I am appalled by this treatment by your low...

I arrived at 1pm and was able to check into my room. The internet didn’t work. Thomas said it was out and didn’t know why. At 5pm it was still out. It didn’t work for any of my teammates either and we all got the same error code. Thomas said it was user error. For all of us, apparently. They said maybe it will be up tomorrow and they will need to call someone. They could have done that earlier when it first went out. Instead they argued with all the guests telling them it didn’t work.

The hotel is under construction and the paint fumes will give you a headache. It’s pretty rough downstairs. But hey, the rooms are nice and clean. The dresser has every drawer broke and the desk is broke. AC works and mattress is comfortable. But they still charge full price. So, good luck. If you don’t need to work or use the internet, and don’t mind headaches, this is the place.

Update after my 5 day stay: the hot water takes at least 5 min to start. The counter and faucet in the bathroom had not been wiped down in sometime. You could see the rings on the counter and old toothpaste on the faucet. Disgusting. The shower sounds like a plane is landing when you turn it on and black stuff comes out of the vent in the bathroom. You have to put a towel over it or your room is covered in it each day.

I had the do not disturb sign on my door, yet they decided to come in anyway when I wasn’t there to attach the desk to the dresser. Could have been done the next day when I left. Again, every drawer on the dresser is broke and can’t be closed all the way. The one guy, Thomas, is rude. The internet continued to go in and out all week.

It was the worst experience I’ve had at a Hampton or any Hilton. I stay at one at least every month and have over 100...