Hampton Inn & Suites Middlebury — Hotel in Middlebury

When I first got to the hotel I was very tired and had been on the road for a long time. The lady at the desk was very helpful in assisting me and getting me a good size room for my four children and wife and myself included. When I got to the room it looked very nice it was clean as was the hotel on my way to my room. I understand that with the pandemic on our world right now there's a lot of things that have been overlooked or a lot of services that have been ceased causing a lot of new jobs out there for people and since everything's reopening training is at a minimum. Every one every where is new to the job it seems. Now understanding that and seeing the capabilities of the staff that was at this Hampton I will say they did a superb job and handling all situations that were brought to their attention . However, I will say that doing these things in a timely fashion is of the most importance when it comes to people's time. Especially when you're checking in and checking out and paying for your stay regardless of discounts money out of pocket is money out of pocket. You would expect them to understand that time is of the essence. There were a couple issues with the room that should have been tended to prior to renting the room out one of them was the HVAC unit cover was hanging off and my kids immediately wanted to explore it. The bathrooms are super small in comparison to the size of the room. Everything else seem to be a positive stay. I was prorated for the early hour that I was there and they let me stay before check-in which is a very good thing because I was so tired I could barely stand. The next day I went and got some breakfast. The continental breakfast area was very clean and had nice tables and chairs and was your basic continental breakfast cooked nicely. The breakfast staff were very polite and ready to assist guests with a smile on their eyes behind their face coverings. They were prompt when it came to cleaning up after your guests would leave. There wasn't anything on the floors or anywhere. It was clean. The pool area was clean as well and the hot tub was nice and bubbly. The pool was a good swimming temperature not to warm and not too cold. I checked out the fitness area and once again it was very clean and ready to work out. The thing that stood out the most at this hotel was the staff. They were very kind and reasonably understanding of any issues that we're at hand and it was really nice to speak with Mike the general manager as he received compliments on the hotel. It's very rare that a 2 or 3-star Hotel would make you feel like it was a five star hotel. I hope that all guests are honored as I was and I hope that you choose this hotel if you're in the Middlebury Indiana area and...

Unfortunately this location seems to have forgotten the corporate standards. We have stayed here several times over the years and the last two were the last straw. Last summer I was charged twice for my stay (I had prepaid for my stay and was also charged at check out). It took many calls to customer service and finally I called the manager of the hotel who refunded my stay and promised me he was a new manager who was turning the hotel around. Unfortunately I believed him. We checked in for our annual Christmas holiday and found the rooms decor was not up to traditional standards. Carpet squares not carpet, tattered window shades (literally shreds) and a few scuff marks on the wall. When getting into the bed I found dirty sheets and we found 1/2 eaten food near the other bed. It was late so I called for clean sheets which the front desk brought up and I put on. I called back to let them know the new sheets were not the correct size and could the maid please fix them in the morning. The mattress turned out to be worn to a V and no one got much sleep. We packed up and politely asked to cancel the rest of our stay in the morning. I explained the dirty sheets and food I found and mistakenly left with out getting a printed receipt. When it was emailed to me 12 hours later, it included a cancellation fee. I did not cancel because of my fault, the room was not acceptable and we could not sleep on that mattress. I did refuse a new room since we needed to sleep 5 and knew most only sleep 4. I called the manager of the hotel to complain about the fee. He was not kind and offered/threatened to charge me more for the fee instead of taking it off. I have disputed my charges (something I have not ever done before) and hope to get my fee back. The manager also told me he was around the corner and heard me checking out (and didn't come out to address the problem) and he told me his people stood in the lobby and listened to our conversation and they were appalled that we had called another hotel from their lobby. If you are going to listen (we saw the employee staring at us), which is rude, please get it correct. I received a private call that had nothing to do...

Unfortunately, I was unable to stay at this Hampton Inn & Suites - Middlebury. I arrived late on 12/21/24 to check in. Upon entering the elevator I noticed a soiled tissue on the floor and handprint/dirt all over the elevator floor and doors. Not a good sign. I got to the 3rd floor and the entire floor smelled like a sewer. Another guest walked by me and said, “it sure does stink here, doesn’t it!” And proceeded to go into his room. I went into my room and saw urine and public hair on the toilet seat. The bathroom had water damage on the walls and the door was dirty. I could tell there was mold in the building. I went back to the front desk and let the employee know. He offered me another room on the same floor. I tried this room but it had diarrhea splatter on the rim of the toilet and the white comforter had a yellow spot on it and didn’t look clean. The room was also dirty and not wiped down well. The phones were very sticky, dusty, and gross. I couldn’t stay in this environment so I immediately checked out about 20 minutes after my arrival. Since it was late, no manager was present and the staff let me know I had to contact the company I booked my reservation through first. I immediately contacted Priceline and both Priceline and the third party Booking.com agent wouldn’t get a response from the managers after they tried to reach them for 3 days. I also emailed them and called and they still won’t return my call or email. It’s now been 11 days. They proceeded to charge me for the full week stay and now I am disputing this charge. I do not recommend staying here. As someone who worked as a housekeeper when I was young and as someone who takes safety and sanitation courses with my current job and business, you cannot leave bodily fluids in rooms like this as it is a biohazard. This hotel clearly does not take safety for their guests that seriously, nor do they respond to concerns. I was originally not upset and was very friendly in my approach. Now I have no interest to interact with them and felt like a review was necessary to inform other...