Hampton Inn & Suites Navarre — Hotel in Navarre

We have stayed here a few times over past summers 2023 and July 2024, which make it an easy pick when we travel to visit the beaches. I typically enjoy the rooms, location and laid back atmosphere for a few days-week stay. I had excellent communication with Vania this week at the desk to resolve issues, ease of extending my stay a few more days through the weekend, and interactions with the sweet breakfast ladies each morning! However, I'm really disappointed in my stay last week 7/14. Firstly, when I arrived a very rude man working overnights on the night of 7/14 about 11pm had a heated conversation about 1-checking in on the app, which I did and he said that's not possible (BUT I DID CHECK IN ON THE APP, and YES, I know that I needed to get the physical key card from the desk which is why I was there). And then he gave me the room key for the room I CHOSE ON THE APP, and when I repeated the room number He said "That's what you check in with, right?" -Oh, so you mean that I did in fact check in on the app?? That you just said that I didn't do? 2- He absolutely was adamant that I used Expedia, which I did NOT Do. BUT I later found out that through the systems that "expedia" was a rate/classification for booking through an outside source, which for me happened to be some Credit Card Reward points, but I did enter my Hilton Honors Acct. So yes, through the systems, it says Expedia. And I in fact got the "Expedia Special Room", on the first floor with floor length windows overlooking the pool and the shades don't go to the floor. So, is anyone going to stay in a room overlooking the pool with the shades that don't go all the way down? Thank God for Vania who was able to transfer me to another room on a higher floor that felt safer for the rest of my stay. I'm just saying, late at night, where it may appear we are bothering you to enter--we have been driving or traveling and don't want to argue about the way the room was booked. A more simple and careful listening, and he could have gotten the information from me instead of giving me heat about when and how I booked the room. Secondly, My second room wasn't entirely clean when I entered, there was sand on the floor, long hairs in the bathroom and I'm pretty sure the bed was just remade, while the old sheets and blankets were stuffed and folded in the sofa bed from a previous guest. I'm guessing a quick make the bed and change the towels to make it look serviced last time the room checked out. I asked for service when I extended my stay on that Friday 7/18, explained what I needed (towels and vacuuming) that did not happen by when I returned that Friday evening, late. The housekeeping was a young male making rooms that morning of 7/18, on the third floor. Disappointing because after feeling tired, sun soaked, sandy, I had to return to the lobby and ask for towels. I was also disappointed that the pool was closed, and that they are awaiting parts delivery, but I didn't see this noted on the Hilton app or anywhere else while booking the room. It may be important to announce this when guests are expecting a pool, traveling with kids, or in the heat of summer. Otherwise, the hotel is pretty quiet, nice suite rooms that are large and have sink/fridge/Microwave, common areas clean, nicely located. The other staff I mentioned were helpful and pleasant, Vania and other women at the reception area at night, the breakfast staff, and a few staff met at the elevator and such.

I'd love to return on another vacation, as we typically visit FL and love the Hampton Inn and Suites we stay at. However, this experience left me really considering other hotel options...

This was one of the worst-quality Hilton hotels I've stayed at. The 4th floor was very hot a humid during our stay, as were the elevators. The check-in process was bumpy — do note this hotel does not have the digital room key feature, and we had to check in at the desk. We were assigned two key cards, and it took four or five tries to finally get both key cards working. The first time we went to the service desk, the manager was accusatory toward my family that they had put the key card next to their cellphones. As we were walking to our room the final time, another guest was having the same issue.

Our room was clean but nothing special, and there was a patch peeling off the wall in the bathroom (see photo attached). The shower faucet in the bathroom was very difficult to turn to get running, and it required a lot of strength to get the water to turn off completely. The beds were comfortable, however, not noteworthy. The pool was closed on our arrival due to scheduled maintenance, but we were not notified of that during our booking and we did not receive a rate reflective of the closed amenities. They did open the pool sooner than they had originally planned, but the water was a bit cloudy.

The location of the hotel was great, and was within 10-15 minutes of everything we did. Our drive to the beach was typically within 10 minutes, and it was within 5-10 minutes of some great restaurants.

Our first night we came back to the hotel and had parked along the side of the building due to limited parking in the front, and we tried to enter through the side door. The door had a key scanner and a sign that said key entry was required. After we walked around to the front with our groceries, the person at the desk said that door was only for exiting and nobody could come through that door. Only the front and rear doors were open to come through, and the rear door did not require a key to enter. I did not feel unsafe in the area, but I thought that was odd.

The breakfast offered was good the first morning, and just tolerable the remainder of our stay. However, the coffee offered was delicious!

If I had to sum up the experience, it did not meet my expectations of a Hilton hotel. I would stay here if proximity to the beach and restaurants is important to you, but I wouldn't stay here for the...

UPDATED FOR OWNER RESPONSE

Eric- I do appreciate the response. My only comments are she did have a reservation at a confirmed price (whether or not the employee followed policy). A change was made to the price after her reservation. She was not informed of this change until she called to make sure all was good two weeks prior to arrival. The woman who identified as the manager of the location had an opportunity to offer a solution and did not (in fact she was somewhat confrontational about it). Hilton had an opportunity to offer a solution and did not (although she was promised return calls regarding her complaint the only updates provided were when she called them). It seems like a simple solution would have been to honor the price and let this loyal customer know that the rate could not be extended in the future. That said, thank you for addressing my comments.

We have a close friend who has been staying at this hotel for years. After staying for many years, they would offer her the friends and family rate if she booked for the following year. This year, she called two weeks prior to her trip to confirm everything from the reservation she made the previous year. She was informed that the reservation was on file but they would not be honoring her rate (doubled the price). The trip was now unaffordable to her.

She was informed that employees were giving out the friends and family rate when they should not have. Ok- sounds like they have a personnel issue that needed to be addressed but they take it out on a loyal customer? Maybe someone could have reached out to let her know the rate wouldn’t be honored? If she had made the trip she would have been SOL.

She reported the issue to Hilton Corporate. Hilton admitted they tried to reach out to the manager on site but “the manager refused to get on the phone”. Sounds like Hilton has a bigger issue with this location.

If you are planning to stay here make sure you verify your reservation and pricing in advance. Better yet, find a place that doesn’t punish loyal customers because they didn’t do a better job hiring for the front desk. My heart aches for our friend that looks forward to this solo trip every year, only to have it yanked away by a...