Hampton Inn McHenry — Hotel in McHenry

Not only did the hotel over charge my credit card SEVEN times they laughed about doing it. Jacquline charged it when I checked in, Steven charged it on the way out. When we were standing in line everyone else was getting print outs of their folios (receipts). When it was mine and my fiancés turn, we checked out and Steven said the printer “broke” and he’ll work on it. It broke conveniently when it was our turn to check out because Steven was well aware of what happened. He said not to worry and he’ll email us a copy of our folio. He did, and the receipt said we should’ve only been charged twice, half on debit half credit. For a total of $379.62 and that was fine I was expecting that. However, on our ride home to Tennessee I noticed my credit card was charged 5 times and my debit was charged 4 times. Each charge was for $189.81. I called because my bank was sending me emails notifying me of fraud on my accounts. I called and spoke with Jacquline and she essentially said that it wasn’t her problem, laughed and hung up. I called back and spoke to the GM, he said he was terribly sorry, released the funds immediately and profusely apologized. I called back when I saw 3 more pending charges on my credit card for $189.81 and again spoke to Jacquline who then transferred me to Steven. Steven said I have to deal with the bank because the payment wasn’t approved, the funds were released and he had to collect payment in order to check me out. If payment wasn’t collected, why was I refunded money that I was overcharged? That was a lie because my card was never once declined, money kept being withdrawn. My total should have only been $379.62, but the total between my two cards was $1,328.67. The payment was approved MULTIPLE times and they thought it was FUNNY to keep charging my cards. I had to report it all as fraud, be sent a new card and go back and fourth with the bank about why this is happening. Not only did over charge my card multiple times, they laughed about and continued to authorize it until I had to report it all as fraud because apparently charging someone’s card for hundreds of dollars is absolutely hilarious according to Jacquline. I also requested housekeeping service on my second day, which I never received. I had to, at midnight, make my own bed because the housekeepers didn’t. My fridge also went out while I was there. The engineering/maintenance department was the best part of the stay. They were prompt and quick to fix that issue. I will never stay at another Hilton property let alone a hole in the wall joint like this one. I’ll be staying exclusively with Marriott after this HORRIBLE experience. This is my first and LAST time ever staying at a Hilton property. Avoid this property like the plaque. I could get better service at a Motel 6 than this place.

Also the room was gross. The window blind had stains all over it. The bathroom vanity was held together with drywall screws. There was hair all in the shower from the...

I am not one to write reviews, but I feel it was warranted in this situation. We came to check into our room (myself, my husband and my 3 sons) in the afternoon around 3:50 pm at which the receptionist told us the room was not quite ready and would be about 10 minutes. Quickly after, she corrected the timing and I was told it would be about 45 minutes until our room was ready. She did offer a discount at the Bulldog Ale house, but we had just eaten there prior to checking in. I understand that check in starts at 3pm and is not guaranteed. However, we did not arrive until almost an hour after that point and did not check into our room until almost 4:37pm. It took us longer to wait for our room than it would have for us to drive back home. The only reason we stayed was because my children were excited to stay at a hotel. I expressed my concerns to the receptionist and asked for an administrator and was told he would be in the next day. Upon check out at around11am , I again asked to speak with the manager to try to resolve this issue and was again told he was unavailable and would not be in until 3pm. I was given a business card for the general manager with which I tried to email and the email address provided was not valid so it would not go through. I then called and left a voicemail (since he wasn't onsite and available again) as well as completed the online survey and finally received an email response and phone call 3 days later. He was extremely dismissive, rude and in my opinion unprofessional for a General Manager for a hotel. He continued to say that the room is not guaranteed to be ready at any time and he will not give me a discount. After our conversation on the phone, he again sent an email saying that we checked in at 3:50pm when the receipts I received (and attached to him in my response ) clearly said 4:37pm This was not an ideal situation and I am disappointed that I was not able to resolve the issue on site at the hotel manager, the lack of concern or accountability how he represented the...

Had the wrong room, based on a phone call I made with the hotel directly. Had to get a second room, thus doubling our cost. It's newly renovated, but the bathroom floor is uneven and the door scrapes on the floor and sticks, making it nearly impossible to close the door, and when you do, the sound of the scraping is unbearable! The new shower has a huge rust spot dripping down from the bottom of the grab bar, making it look dirty & gross. Supposed to be 3 people in the room, but they only left 2 sets of towels. There's a short wall in the bathroom separating the toilet, but the lights are all above the sink, which is on the other side of this wall, making the toilet area dark. There are extra outlets in the bathroom, which is nice, but they were very hard to get the plugs into them. This was the case for other outlets next to the bed as well. The bed has built in shelves instead of nightstands, and on one, they have an old style phone, and on the other it has a lamp with a huge base & shade. Both of these items take up over half of the small shelf. Not very user friendly. And the big thing, "due to covid", they aren't providing any room cleaning. We are here for 6 nights, and if we want more towels, we are supposed to ask at the front desk! Six nights, no place to put used towels, no rack to hang them on if we wanted to reuse them, no clean sheets, only 1 small bar of soap, and what do we do with trash for six days?? This is June 2021, not 2020 during the height of the pandemic. Very poor customer service. This is our second time at this hotel, but we...