Hampton Inn Atlanta-Southlake — Hotel in Morrow

We have been staying here since 11/17/23 because of an unexpected problem with our place or residence. We informed management of our situation and they were working with us by letting us do a late check out and letting us pay when we got in from work in the afternoons. We paid our full balance which was over $1000 for 10 days. We called and spoke with a gentleman yesterday and informed him that we were going to stay but we wouldn’t be able to make the payment until later that evening, he said that was fine. When we called back to give a update on what time were going to be in to make the payment We were told that we had already been checked out the room and since our stuff was still in the room that they were going to hold it and charge us for another night even if we didn’t stay there. When we got there to pay we were told that we could no longer stay at that property after the night. After we had already left for work we were informed that we couldn’t do the late check out so I left work early just to get their and have the managers Naima and Malika tell me that they changed their mind about the late check out and that they would give us until 12 but we couldn’t stay at that hotel anymore we needed to find somewhere else to go “ not because we did anything wrong or because we didn’t pay but because it was a inconvenience to them and house keeping because they didn’t know what we were doing with the room. Although we never used housekeeping we cleaned the room ourselves and took out the trash ourselves and when we needed clean towels and linen we had to go get it from the front desk when we got in. They told us although we had the approval of the guest service agents that we were making the payments too late and that the guest service agent should not have taken our payment at the time they but that was not their fault and all they do at this point is ask us to leave. However when I called corporate I was told that there was no reason according to their policy that we should have been asked to leave and since I had left the front desk “someone” changed their mind and added another comment to my account stating that we could do another reservation. I still don’t understand why we had to leave and it really doesn’t matter at this point but that was HORRIBLE CUSTOMER SERVICE FROM MANAGEMENT!!!! Don’t tell me it’s ok to do something then put me out at the last minute because you decide it’s inconvenient after I have...

I wish I didn't have to leave a negative review but my experience was incredibly underwhelming. I booked via a 3rd party site. Check-in was pleasant but once I got to the room I noticed there was a dead roach in the fridge. I then noticed a few live roaches in the room. I went to report it and was moved to another room. Within 10 mins or so I noticed bugs in the second room. At this point I decided it was best to leave the hotel and request a refund.

The front desk agent stated that because I booked via a 3rd party site I couldn't transfer to a different Hampton Inn location but would need to call the 3rd Party for help. The 3rd Party advised they needed to verify the issue was reported to the fro t desk. I let them know the 3rd party was calling her. She left the desk to help someone else. She did say she didn't know how to resolve my issue. Then she said maybe she could try to check me out but was not sure if I would be refunded for the room, incidental fee and pet fee. She said I may have to pay the pet fee even though we didn't stay either of the rooms longer than 15-20mins. After waiting for 1 hour while she moved the computer mouse around and whispered things. I called another Hampton Inn in hopes they could help her help me. They advised me to call Hilton Honors guest assistance. I did and guest assistance was able to book me at another property, waive my fees and give me instructions on how to receive a refund of the full fee.

While I understand she may not have known how to navigate the issue, I wish the front desk agent had expressed a sense of urgency, shown empathy, taken the initiative to find a solution or did more than just say I don't know. She didn't try to call a manager for help until we had been at it for over an hour! I lost 2 hours of my evening and missed an appointment due to this. I should not have had to call another Hampton Inn for guidance...this is something she could've done or call corporate...

This hotel is not worthy of the Hampton Name- and Hilton would do well to either disown this facility completely or take it over & put under new management. I read many description refer to it’s a ghetto & that seems very suited. The hotel is filthy & beds are hideous. I travel frequently on business & a Hilton Honors Diamond member- try to stay in their facilities as much as possible, this one is not even close to their minimal standard. The bed was so uncomfortable, it felt like I was laying on lumps & sandpaper- even through the mattress pads used to extend the life of their old dingy mattress. I went to front desk to ask for another room with a more comfortable mattress, I appreciate the young girls honesty as she informed me that ALL the MATTRESSes were old and like that, she gave me key to room across the hall & she was correct it also had the burrs and material peeling up on the mattress- hundreds of balled up lint pieces- from 1/4-1/2” wide all over the mattress, absolutely no way any reasonable person paying $150-175/ night should be expected to sleep 🛌 on this junk… the front desk was not the least surprised or concerned about my complaints- even when I told her I would seek other accommodations. As a Hilton Honors member I contact the corporate office- Joy there was very polite & helpful, but she herself was disappointed that she called their office numbers for almost 30 mins while I was on hold… and she couldn’t even get anyone to answer the phone. Needless to say, I checked out and went down the road to a comfort Inn, it’s also dirty but at least the bed is halfway comfortable. Said it before, but Hilton need to remove their name from any association...