Hampton Inn & Suites Milwaukee Downtown — Hotel in Milwaukee

As a Hilton Honors Diamond member, I enjoy staying at different properties throughout the Hilton portfolio when I visit a particular city. Having been to Milwaukee before, I've stayed at two other properties under the Hilton flag a few blocks west on Wisconsin Avenue. I decided this time to try this Hampton Inn. What a mistake!!||I usually do my pre check-in and room choice over the Hilton app the day before arrival. I did so here too, and chose a room on the east side of the building. Usually I receive a Digital Key around Noon or 1 PM on the day of arrival, but when I got there at 3:42 PM (according to tracking of my Google Maps), and within check-in hours, I had not yet received the key. That meant that despite Hilton's push for Digital Key holders to skip the front desk, now I had to stop there anyhow to check-in anyway. When I got up to the desk Iwas informed that the room I had chosen was not yet ready. It was beyond the 3 PM check-in time, so WHY NOT? Anyhow, I was instead given a room on the same floor, but facing the west side of the building. ||I got a generic text, presumably from the front desk, asking if my stay was OK and encouraging me to contact them if anything was needed.||The elevator trip to my floor was quick, but strange noises were coming out of the elevator mechanisms that probably should not be ignored.||This room had a scenic view of another building close by, and was almost right underneath a fire escape stairway. Lovely. Furthermore, when I entered this room I was floored by a musty smell. Either something hadn't been cleaned in a long time, or the housekeeping staff did not douse the room in air freshener as I know many do in other places.||The TV worked OK, but there were some channels that only produced "snow", including the one that was supposed to be the channel guide. So it was hard to find channels I wished to watch. ||Internet? Management at this hotel needs to know that in all my years of staying at Hilton-branded hotels, none of them has ever dropped the WiFi signal on me. Several times I lost it while doing activities online, and it took a long while to come back. Now remember that text conversation about my letting the front desk know if I needed anything? So I texted them asking if they could reset their router as I had no WiFi. I asked the same question twice. Zero response. This indicates that either they don't care, or they have a known problem they don't want to broadcast to their customers. I never did get any answer about that.||Climate control was shaky too.... going from too warm to too cool in a short while. No happy medium.||I took a walk down to the lobby to get some ice cream from the market adjacent to the front desk. At the time there were several parties waiting to check-in, and the desk was understaffed (only one woman handling what required two or three people). By the time I had the products added to my room tab, the ice cream had started to melt, and it was a mess by the time I got it upstairs.||Now this room I had been given was also a room I never would have chosen as it is close to the elevators. That internal noise I spoke of, plus the dings whenever somebody uses the elevator, was obvious in my room once the TV was off as I could hear everything out in the hallway. The walls therefore are very thin.||Breakfast was just OK, nothing special. I have had much better at other Hamptons.||The best thing that could happen to this place is a wrecking ball, bulldozer, and total reconstruction. Putting the Hilton and Hampton flags on this place is akin to lipstick on a pig. It doesn't work. Somebody needs to put this facility out of its misery and stop attracting customers who expect Hilton quality to a place that has seen its best days come and go a...

I will just list the issues for you as they occurred:||1) The parking lot is confusing enough in terms of hotel access and I was prepared to pay for parking there each night.|What I was not prepared for was being charged each time I entered and left the lot. I find it surprising in this day and age that you can’t arrange something better so that the maximum amount charge would be the daily rate of $14.95. I find this situation in and of itself, to be a reason to not return to this Hampton.|2) The TV in our was inoperable at first. I had to call the front desk to receive instructions. I was also informed that channels 1 through 13 were not available. And 1 through 13 are all the network stations I was interested in using.|3) The next day, when I started my shower and turned on the faucet, I was unexpectedly sprayed from the shower head. Normally, when I start the water for my shower, I expect the water to come out the spigot so I can adjust the water as it warms to the temperature I like, than engage the shower head. In this case I was rudely surprised by cold water hitting me in the head|4). After I took a shower, my wife showed me the “bath towel” she needed to use. It was at least a third smaller than the one I was fortunate enough to receive.|5) That evening, I discovered a single black sock under the desk in our room. At this point, I’m thinking the housekeeping staff is less than well trained.|6) When I needed to write down a note to leave with my sister, I looked around and found no pen or pad of paper. Is that the standard for this hotel? I’ve never seen that at a Hampton.|7) The worst possible thing was when when my sister checked in Saturday afternoon. We eventually discovered she had no heat. I asked MK, "the manager," to get her a different room. None were available. Maintenance came, set it was fixed, set it to 99 with the understanding that it automatically stops going up at 72 degrees. We went out for dinner and when we returned several hours later, the temperature had not changed from 62. My sister is recovering from chemotherapy to treat her cancer and she normally sleeps in her house with the temperature set at 72. The only thing MK could do was offer her a quilt. She ended up sleeping poorly. This the first time she had left her home in Chicago for more than 6 months.||Suffice it to say that this was one of the worst hotel stays I have ever experienced. Over my business career, I have stayed at a lot of Hamptons and was always happy with my experiences. I have grown to expect a certain level of cleanliness and a standard of hotel room that this facility didn’t come close to providing.|I can’t believe I wasted 100,000 Hilton Honors points on the room I had and an additional $204 for one night in a room with no heat.||And now, to make matters even worse, I originally sent this email to an address that was given to me by the "manager" of the hotel as the way to communicate with her superior. I sent this email to that address and what a surprise, it was...

The major thing that I would like to note is the customer service received from the manager Amy. Traveling from Atlanta to Milwaukee my family was scheduled to arrive for check in on Thursday, due to the drive we had to stop and rest. I called the hotel to inform them of my later arrival time. Before hitting the road again I called the hotel to let them know what time I would be arriving at the time the front desk agent Said they wasn’t sure if they would have any early check in.

Upon my arrival they were able to take me for an “early check-in.” After checking in going to our rooms we noticed the state of the facility the carpets looked as if they had not be cleaned, the rooms were dusty and the beds were not properly made.

I called to the front desk to voice my concern and inform them that we were headed down to check out. Amy called to the room and asked me what was the issue and I explained to her that the facility was not to my standard and with my son I did not feel comfortable staying at the facility. She informed me that hotel was supposed to undergo renovations but things were paused due to COVID.

I stated that I understood and would still be leaving. My total time from check in, finding parking, unloading and loading was tops an hour.

My card was charged for one night for each room, which I called and spoke to the manager on duty Rosaria who stated that she would remove the charges off my card due to the confusion they thought that I stayed a night. I informed her of the situation and that I checked in but I never stayed.

I’ve called the hotel and I constantly get the run away about the charges on my card, I called Hilton direct considering that I am an Hilton honors member and they called the front desk to speak to the manager on duty who at the time ensure that I would receive a call from the general manger Amy by the EOD.

I called the hotel the following day because I never received a call and spoke with Brice at the front desk who forwarded me to Amy.

Once on the phone with Amy I asked her if she was aware of what had been transpiring from the incident and she proceeded to tell me that they were going to do me a favor and remove one of the rooms because technically it’s a no call no show.

I informed her that I had been in contact with the hotel and they assured me it was not an issue for later arrival and never did they express that they would have to charge my card for holding the room.

Amy proceeded to say that they were going to meet me in the middle and do me a favor by only charging me one of the rooms.

I corrected her and informed her that she was not doing me any favors as a customer I checked into the hotel, once I was there the facility was not up to my standards and I decided to leave.

Amys attitude was unprofessional and aggressive. I let her know that I would not be doing business with her and that I would take my concerns to a higher level by calling Hilton directly, leaving a review, and calling my bank.

I am not pleased with my service...