Hampton Inn Neptune/Wall — Hotel in Neptune Township

My stay at Hampton Inn in Neptune/Wall, NJ (4 McNamara Way, Neptune City, NJ 07753) from August 4-5 was a visit that I would not want anyone to experience. I’ve never felt so violated and angry in my life. I traveled to NJ from MD for work travel that coincided with a family wedding. I chose the Hampton Inn off of their reputation and online reviews. Around 1:00 AM on the morning of August 5th, I received a phone call. I answered, but there was no response. About 15 minutes later, I awoke to loud banging on the door and shouts of police officers. I thought it was a nightmare; however, my fiancé got up to an already opened door that was only being closed by a safety latch. He removed the latch and the three NJ State Police proceeded in the room and one demanded my room confirmation. At this point, I am unclothed and fearing for my safety, so I show the receipt from my email. Even after the officer saw proof, he requested that I come downstairs to talk to the front desk. I had to get out of bed and get dressed. I’m livid at this point, because I have to wake up at 5:00 AM in order to prepare to be a bridesmaid in the wedding.

When I arrived to the front desk, I spoke with the receptionist, Cee Cee, who had just started her shift at the front desk. She said that our room was not marked as checked-in on the computer and that the hotel had a problem with unauthorized people staying in their rooms. She then explained that she called and attempted to knock on our door (all at approximately 1:00 AM). I checked in at 4:00 PM on August 4th and was given two keys. A staff member and the manager were behind the desk. Cee Cee showed no sympathy and was very defensive. She made it seem like it was common practice for the police to be given access into a customer’s hotel room, which is the result of a life threatening internal control problem. I travel extensively for work and vacation and this has never happened. I was disgusted at the level of customer service received during this incident. Cee Cee offered a 50% discount for a mistake that was 100% the fault of the Hampton Inn.

When I got back to my room I could not sleep and no longer felt comfortable in the hotel. When I left a few hours later, Cee Cee finally apologized (too late) and said her manager offered to comp the room. In my eyes this was not enough for a night of humiliation, panic, and extreme frustration. The hotel is putting their customers at risk by not knowing who is checked-in the hotel at all times and then allowing the police to go into rooms that they have not accounted for in the computer system. I’m currently seeking advice from my lawyer on the next steps because this experience was beyond unacceptable. I just wanted to let everyone know about this incident, so it does not...

I had 5 stars for this place until I had to deal with the so called "manager". While my wife became extremely ill after eating their breakfast during our last stay. I had to leave so she stayed at the hotel while I had a meeting I could not get out of, trying to call the hotel I was under the assumption the "manager" (LMAO) Dominique - very rude and nasty, was transferring me to my room when I needed to rebook and have someone check on my wife because I couldn't reach her so instead of being clear as to what she was doing and refusing to even listen to a single word I had to say, due to the confusion of what was going on I called back 2 more times and it was the 3rd call this "woman" (don't wanna assume it's gender but I'm guessing it's trying to look like a woman, just not really working all that well) finally nastily and rudely explained she was with another customer. Rather then acting professional, and trying to understand the urgency I had to make contact with staff, this glorified safety patrol veteran who once given a little power over someone, it take it's job WAY too seriously and enjoys throwing it's weight around any chance it can get. Long story short, because this "woman" (who knows anymore, there's really nothing distinguishing or that stands out to say what gender this person is, so I'll be as polite as I can be) Anyway, because this "manager" (LMAO!!) blacklisted my wife and I for being "rude" over the phone when I did nothing wrong, spoke very politely and was only trying to explain my situation so now it gets to show what power it has. It's all good though because once I start getting the correct people involved, major stockholders and government officials deeply involved in the brand, she's going to think twice before running off at the mouth and having her little power trip instead of trying to solve the issue, she chose to leaving a good paying customer confused and helpless since I could not reach my wife. Think you were funny little miss manager? Wait until you see the names who I'm associated with that are associated with the Hilton brand who will be coming to ask you some questions. Now I get to have the power you so desperately look forward to having every time you put your little uniform on. It's time you learn some manners little miss manager. You're going to realize I wasn't the one...

I don't usually write negative reviews. But this weekend friends and family stayed here for a wedding. A block of rooms were reserved and the price to stay 2 nights was adjusted for that mass reservation. There were guests staying the weekend for at least 2 separate weddings; all checking out by 11am Sunday morning. Sunday morning I had stepped out to the designated smoking area underneath the 2- lane car port and I noticed a black sedan parked under there not running and nobody in the car. I thought to myself, "Someone must be getting ready to leave." and thought nothing more of it as I went back to my room to prepare to check out myself. By 11am, the weather had taken a nasty turn and it was windy and rainy. As my disabled wife and myself arrived to the lobby, it was obvious a number of guests were also checking out. I went to get my car to pull underneath the carport to wait my turn to load up our luggage and medical equipment. The problem was that that black sedan was STILL in that lead spot in the carport! With only 1 free lane available, only 2 cars in the open lane could load up with minimal effects of the weather. The rest had to wait in line behind until the cars loaded and moved up or away. One could pull up behind the parked car and load, (and someone did) but they realized that they had to back up several car lengths, on a curve, in high wind and rain, and avoid hitting the cars to their left in the process. I waited about 20 minutes, loaded my car and went back to the coffee shop area to retrieve my wife. But I wanted to inform the desk that,perhaps, they were unaware that there was a car blocking a lane in the carport inhibiting people if a quick and safe departure. The manager on duty then informed me it was, in fact, HER CAR! She had parked there (at least before 8:30am) and was "waiting for the rain to stop before moving it." I have never heard of such entitlement from an employee, especially in the Hospitality field, in my life! She basically said to the paying guests of the business she works for "You will either wait inconveniently for a dry spot, or you can park behind me and drive backwards during a low-visibility storm, or get soaked. I don't care, I'm not going to get wet and park in an area so my guests are not inconvenienced!" Nope. Not...