Hampton Inn Charlotte/Monroe — Hotel in Monroe

Keep your suitcases off the floor! Reserved at this Hampton Inn while visiting family on the last three nights of our two week road trip. Prior to check in I started reading reviews. Several said don’t accept rooms in older section. Run down, bad smells, dirty. So, two days before check in I start chatting via the phone app with the hotel to find out what section was the “new section”. I never got a straight answer but responses like “on the right side” or they didn’t respond at all. When I actually arrived at the hotel I told Brian, the person at the front desk, that I had been trying to communicate with them to find out and that I never got the info I needed , or a response at all. Brian informed me that the reason they were delayed in responding was because they've “been busy up here” and that they were booked and that he was “not going to go back and forth with me”. You guessed it, the room reeked of stale cigarette smoke and was very run down. When we asked for a different room we were told that they were booked but they’d try to get us a different room the second night. So we packed up and got ready to move then went about our business celebrating with our family. We get to the new room and there was a spider sitting comfortably on my husband’s pillow. Now he's ticked and wants to ask for different room. How long had it been since someone was in that room?

Unbelievably, while we wait at the elevator, we see this huge cockroach hanging out along the wall by the elevator, adjacent to the breakfast area. I go to the front desk clerk (Katie) to tell her and I ask her to come so i can show her. Katie informs us that they fumigate regularly and that cockroaches come in from outside through the doors. Oh, ok right! She said this with such a condescending tone and smirk on her face it surprised us. When we said she needs to contact the management she said (again with that smirk) “I am the management “. The place seems totally mismanaged. Apparently no one is watching over the chicken coop . AND.... to top it all off, we go up to say good night to some of our other family and as we tell them what just happened my brother in law tells me he saw the cockroach and attempted to step on it as it tried to escape under the carpet. It seems the Hampton inns are hit or miss lately. Needless to say we are checking out early and have booked a room next down the street at the holiday inn.

BTW - the Holiday Inn is very nice so we will all be staying there when visiting our family in Monroe. Side note: They cancelled our remaining reservation and gave us our points back but we'd of rather had a great room with no embarrassing moments or inconveniences.

We have stayed 18 nights at Hiltons so far this year and have 19 more stays booked between now and the end of the year. Loyalty means nothing to them. I made the mistake of suggesting other family members stay here as well. Really messed up our little family...

I would give zero stars if I could. This has nothing to do with the hotel or its staff but rather the manager. I had a reservation for Thursday May 24th for one night. On Tuesday afternoon I received a call from my doctor as a follow up to some tests that were run on Monday May 21st and asked/told to come into his office on Thursday May 24th to review some issues that had arisen. Well after the dust settling and talking to my wife when she got home, we started thinking about things and then knew we could not travel on Thursday. Later Tuesday evening I went on line in an attempt to cancel the reservation, and the Hilton website would not let me do so unless I entered my Hilton Honors number...long forgot it...tried several times...well this was not a priority the rest of the evening...tried again Wednesday AM and could not..finally found a phone number..800 Hampton on the next to the last line..called and told they could not needed to call the hotel directly which I did and talked to Christina who was most helpful but she said she could not only the manager could and she would check with him when he got out of a meeting. Christina just called me and the manager will not cancel the reservation and refund me. I guess the manger feel the $117.00 room rate plus tax is more important!!!!!!!I realize he has a business to run although when Hilton/Hampton website requires one to enter a number (Hilton Honors) that they do not have how do you cancel on line even when one enters your complete name and reservation confirmation number...can you say NOT customer friendly! Who knows being towards the end of the month of May maybe my room dollars helps the manager...

This hotel was by far the worst I’ve stayed in. It’s sad because Hampton Inns have proven to be a great stay. This one, no. Stay somewhere else or stay home. We checked in on a Friday for a hockey tournament. We brought a team of 16. We were given a block of rooms at a great price. Our team arrived to check in before our games Friday night. The rooms weren’t ready. After the games we arrived back to the hotel and got to our room. It was a non-smoking room but smelled like smoke and raw sewage. We purchased Lysol spray to mask the stench. It was awful. The pool was closed so we decided to have a team get together in the lobby. We have 10-12 year old boys. Of course they are going to be a bit loud but they were being very well behaved. {we would have been OUTSIDE in the pool, but it was closed} We were gone all day for games Saturday. Around 7pm Saturday evening we all met at the lobby again for pizza and cards. The boys were all sitting down playing Uno and all of a sudden 2 Monroe police officers walked in. We thought someone was hurt or worse. Come to find out the girl behind the desk called them to come tell us we needed to be quiet. Talk about unprofessional and unnecessary. Yes we were laughing. Yes we were having fun BUT no one was running around or causing any sort of problem. Our kids were SITTING PLAYING CARDS. She never once came and told us we were being loud. The officers time was wasted and I will NEVER stay here again. I plan to contact corporate and report this...