Hampton Inn Norcross — Hotel in Norcross

Pretty sad that I have to give a 1-star review to a Hampton Inn since we have enjoyed staying at establishments under this brand so far. Starting with the cons first for the first time.||Cons:|The service is appalling. It varies drastically from that one very nice lady to a whole lot of others who can’t take instructions well, don’t answer questions well and are just downright rude.||The lady who checked us in was decent. Not particularly smiley or friendly but she was ok and did her job quickly so we were happy to get checked in efficiently. However we did request for a room away from the highway but our request was not noted before we arrived so we didn’t get one. Our room was still ok in the end so no fuss there.||Due to personal reasons, we had to extend our stay for another 4 days so we did it online and went down to the front desk to confirm it. This was another manager on duty and she did it and claimed that we ‘don’t have to go down and do anything else the next day.’ (In her own words)||The next day, at about 2pm, we had a housekeeper barge into our room claiming that we should have checked out. We explained to her that we had already extended our stay and informed the front desk that we were staying in the same room. She said she didn’t get any updates. So we had to make our way down to the front desk again and the lady (another one) there did not want to resolve the issue for us saying that she was not the one who served us previously?!! We were taken aback. If the front desk was not going to help us, then who was?! We insisted that she had to and she finally grudgingly did and said our extension was not in the system. We showed her that we had made payment then she continued to check more and finally got it done after implying that it was our fault. If we hadn’t paid at that point, I would have walked out immediately.||Throughout our 8-day stay, we had to update our room keys 4 times because they kept failing to work and we couldn’t get into the carpark, forcing people to reverse and let us out.||The location of the hotel seems good on the map but when it gets busy on the highway (which is pretty often) it can be hard to turn out because it blocks the main entrance out. Take the back road if you have time to detour.||Pros:|The room with king bed was quite spacious and nice. It’s well designed with a good closet and bathroom. I like that this finally has extra hooks for us to hang our clothes. ||The housekeeping does quite a thorough job and they are generally polite.||The breakfast was pretty good too though there’s very little variation but it’s definitely good enough. Lots of cereal options for kids too.||Plenty of free parking and the compound is...

Pretty sad that I have to give a 1-star review to a Hampton Inn since we have enjoyed staying at establishments under this brand so far. Starting with the cons first for the first time.

Cons: The service is appalling. It varies drastically from that one very nice lady to a whole lot of others who can’t take instructions well, don’t answer questions well and are just downright rude.

The lady who checked us in was decent. Not particularly smiley or friendly but she was ok and did her job quickly so we were happy to get checked in efficiently. However we did request for a room away from the highway but our request was not noted before we arrived so we didn’t get one. Our room was still ok in the end so no fuss there.

Due to personal reasons, we had to extend our stay for another 4 days so we did it online and went down to the front desk to confirm it. This was another manager on duty and she did it and claimed that we ‘don’t have to go down and do anything else the next day.’ (In her own words)

The next day, at about 2pm, we had a housekeeper barge into our room claiming that we should have checked out. We explained to her that we had already extended our stay and informed the front desk that we were staying in the same room. She said she didn’t get any updates. So we had to make our way down to the front desk again and the lady (another one) there did not want to resolve the issue for us saying that she was not the one who served us previously?!! We were taken aback. If the front desk was not going to help us, then who was?! We insisted that she had to and she finally grudgingly did and said our extension was not in the system. We showed her that we had made payment then she continued to check more and finally got it done after implying that it was our fault. If we hadn’t paid at that point, I would have walked out immediately.

Throughout our 8-day stay, we had to update our room keys 4 times because they kept failing to work and we couldn’t get into the carpark, forcing people to reverse and let us out.

The location of the hotel seems good on the map but when it gets busy on the highway (which is pretty often) it can be hard to turn out because it blocks the main entrance out. Take the back road if you have time to detour.

Pros: The room with king bed was quite spacious and nice. It’s well designed with a good closet and bathroom. I like that this finally has extra hooks for us to hang our clothes.

The housekeeping does quite a thorough job and they are generally polite.

The breakfast was pretty good too though there’s very little variation but it’s definitely good enough. Lots of cereal options for kids too.

Plenty of free parking and the compound is...

Room was clean, but very noisy. Location is ok, but the turning into the hotel from the I-85 north exit ranges from ok to a nightmare depending on whether someone else is also turning onto Jimmy Carter from I-85 south.

Assistant Manager Sharise (on duty March 18th 2025) lacks a customer service mindset and dealing with her is a pain. There also seems to be a competence issue in general related to internal communications and customer service professionalism as a whole.

I checked in on Tuesday March 14th with a reservation with a check out date of March 18th. I had subsequently made another reservation through the Hampton Inn portal for March 18th to March 22nd.

On Monday March 13th, I had spoken with the Manager on duty regarding staying in the same room on the new reservation. The manager pulled the reservation on the system, made a charge on my credit card and then told me that we can stay in the same room and do not have to worry about checking out.

At 2:30pm on Tuesday March 18th, the housekeeper knocked and asked why we had not checked out. I had responded to the housekeeper that we already had an extension, but due to some language barriers, I decided to go down to speak with the manager.

The manager on duty on March 18th 2025 (Asst Manager Sharise) as I was telling her what had transpired, tells me that she has no idea who I had spoken with the night before. She then tells me, without a hint of an apology for the miscommunication or lack of communication between her and the previous day's manager, tells me "don't worry, I will take care of everything" in a tone implying that I had caused a problem and she was going to forgive my transgression and smooth everything out. She asked for my card, and since this would be the third time my card was going to be run, I had indicated that the previous manager had run the card already. I pulled up my banking app to show her the transaction to which she replies smugly that the previous manager did not run the card for the deposit, but she was going to waive the deposit. After the exchange was concluded, she never expressed any form of apology nor regret for the inconvenience caused to a guest, and behaved in a manner indicating that my extension of stay was an event that imposed on her time (there was nobody else at the lobby during this entire exchange).

I travel several times a year domestically and had recently started favoring Hampton Inn locations after my experience on the west coast. The unpleasant and in my opinion unprofessional exchange I had to have with a manger at this Norcross location makes me rethink whether or not I would continue to do business with the Hampton Inn franchise...