Hampton Inn Charlotte/Matthews — Hotel in Matthews

I‘m a Hilton Honors Member and I booked 4 nights at Hampton Inn Matthews Charlotte on Chase Travel Rewards, who apparently uses Expedia, for a Mobility Access Room with a roll-in shower. My confirmation lists that room specifically. I arrived Saturday at 7pm after a 10 hour drive, tired, checked in, went to my room and found the bathroom had a tub with very low grab bars. I immediately called Derrick at the front desk and was told this was all they had until Monday. I explained that I needed a walk-in shower and asked if they could call other hotels and see if an appropriate bathroom can be found. My reservation at Hampton/Expedia was non-refundable and I had accepted that non-refundable status as it was the room I needed. I thought perhaps if the desk found the right room at another Hilton brand property, my money already paid could be used for the correct room. When I asked for this courtesy, I was told a flat “no“. I tried to explain that this was an ADA issue and then asked if Derrick, if he knew what the ADA was. The line dropped immediately. I wondered if Derrick had just hung up on me or had the call just been dropped. So I called Derrick back and he didn’t answer. I let it ring more than 13 minutes without an answer so I headed downstairs to the front desk. He acknowledged that he had in fact hung up on me as he maintained I was “rude”. I guess asking him if he knew what the ADA was “rude“. When I asked a second time about help calling around to see if my reservation could be moved to another property, Derrick said “No, you have a phone!”. When I asked if I could get a refund he told me “no”. I pulled a chair around in the breakfast area and proceeded to call Chase Travel Rewards to see if they could help get a refund. The Supervisor verified that I had indeed booked a Mobility Room with a tool-in shower. I spent 1 hour and 2O minutes with Chase on the phone while they tried to call the hotel desk and Expedia. Apparently, the Chase Supervisor heard the way Derrick spoke to me, on their recorded line. About halfway through the call, the Chase Supervisor said it appeared that Derrick had gone into the system and modified my reservation on Expedia to show a tub while we were on the phone.I asked Derrick to get the hotel manager but he refused saying the manager wouldn’t be in until Monday. I asked him to call the manager more than once. Eventually, when I asked again, Derrick said he had spoken to the manager. I asked what the manager said. Derrick said “I’m not going to tell you.” I was crying by this time but eventually I stood up and went to the desk, in an attempt to make some progress and Derrick shook his finger in my face, 6 inches away from my nose, multiple times. I was stunned again as he shooed me away. Before or after the finger shaking, Derrick did say the manager offered to comp me that night and then refund me the remainder if I was able to get another hotel in the morning. Since I was on hold at the time while the Chase Supervisor continued to try to get Derrick to answer the hotel phone, she didn’t hear this commitment. Consequently she suggested I keep the line open and ask him to verify this offer. He did repeat it on a recorded line. I managed to find another ADA room with a roll-in shower in the morning and informed a young woman at the desk what was going on and that I was leaving and had been promised a refund for all four nights. Now a week later, the Chase Supervisor and others from Chase have not been allowed to speak to the hotel manager even though they have called daily. I have not gotten a call back from the hotel manager either. Expedia has also declined to issue a refund saying their system shows a room with a tub was reserved. Completely untrue as my reservation email will attest. Today, I read many other bad reviews about this particular hotel, that its lobby stinks, which it does, and various disparaging comments the staff. So right now, I’m out hundreds of dollars and no...

I reserved a two-queen room for my family of four (e-mail reservation pictured). I even got a call from Cece earlier that day to confirm that I would be arriving that day, which I confirmed that I would be there.

I got to the hotel around 9:30 p.m. and was given my keys to the room. Upon arrival to the room, I found that it was a one-king room that would not work. Thinking I made a reservation mistake, I went to my e-mail and confirmed that I indeed had reserve a two-queen room. It is obvious to me that someone at the hotel changed the number of guests to only two (pictured), which I can only assume was done to comply with some room hotel or municipality requirement for that particular room.

I immediately called the gentleman at the front desk to ask for a two-queen room, only to be told that the hotel was sold out (AAU Cross Country Nationals and the ACC Championship game) and that I could take an additional king room at no additional charge, but the room that had no working HVAC. When I protested taking a room without a working HVAC, he said that the only other room available had been flooded and he didn’t believe that I would like it because of the smell. Really?

At this point, the guy should have had the authority to comp my room, but I suspect that he didn’t because he said that I would have to speak to the general manager (“GM”). I requested that the GM give me a call. That could still happen, but it is still the weekend, and I guess that the GM doesn’t work weekends.

Since the room I was stuck with was not equipped for a larger party (towels), I requested additional towels. One would believe that the response would be, I am sorry, we will get those to your room ASAP, but the actual response was, “give me fifteen minutes to get them from where they are and then you can come down here to get them,” which I did.

Yes, I’m whining a bit here, but when my younger son went to take a bath, the stopper wouldn’t hold water, so it was a shower for him (pictured). The sink drain was also filling up quickly because the stopper didn’t have enough room to drain. When I went to see if it would pull up a bit, I found that it wasn’t even attached to the plunger (pictured). It was also frustrating that the third floor ice machine wasn’t working.

One other item that I pointed out to the front desk (no picture) was the lack of the door from the entry foyer to the stairs to the guest room. It was sticking, so anyone walking in the front door could get to the guest rooms without entering the lobby.

I like to give credit where due. The room that I had was clean and would have worked well for a party of two.

UPDATE: It's now a week after my original complaint and still no response from the hotel's GM. I called the hotel again and requested that the GM call me. As a backup, I lodged a complaint with (800) HAMPTON. I was told that a member of management would be asked to call me. We'll see if that happens.

By the way, the hotel recording while one is on hold says that "if you're not 100 percent satisfied, we don't expect you to pay." I'm going to hold...

Walk into the lobby and you’re hit with a sewage smell. Clearly there is an issue because there are many reviews stating the same yet nothing has been done.

Holiday weekend, start of the summer and the pool isn’t open. Some story that the pool company has been busy and cannot fit them in. One would think you would schedule a pool opening for the following year when you are having the pool close at the end of the season.

But my MAJOR complaint is the room. I booked a 5 night stay. I checked in after 11pm after a 12 hr drive. The room had a smell to it but I was tired and just wanted to go to bed. The smell lingered and on my third night I got a good wiff of something. I decided to smell the bed and it reaked of urine. I stripped the bed and the mattress reaked. I called the front desk just before 9pm and was told they were busy but would work on it. After an hour, I walked the smelly linens downstairs and told the front desk person it’s been over an hour and I am tired of waiting. She said she was in the middle of a situation (chatting with an officer) and I let her know I did not care. It was after 10pm, I was tired and want to go to bed. I am tired of waiting. I threw the nasty linens on the floor and told her they need to get me linens fast. I come to this particular hotel several times a year when I visit my daughter and this has been the worse stay by far. I finally received my linens at 10:50pm. This is totally unacceptable. My next visit will not be at this hotel, that’s for darn sure.

I should also add that the tables in the common area where breakfast is served should be wiped down after being used. The use of that area should be monitored and when someone leaves a table, wipe it down. All the tables were dirty and sticky.

*EDIT - RESPONSE TO OWNER - I am not going to contact support again. I already have and filed a complaint. According to corporate, you are supposed to reach out to me personally via the contact information provided in the complaint. I was told 72 hours from 10pm this past Saturday. you need to contact me. I've already been advised how else to pursue this as well. Absolutely disgusting that you come on here and tell me to contact support instead of trying to rectify this with me...