Hampton Inn & Suites Panama City Beach-Pier Park Area — Hotel in Panama City Beach

My family and I had a truly awful experience at the Hampton Inn by Hilton. We arrived at 10 AM, fully aware that check-in wasn’t until 4 PM. The front desk representative assured us that our rooms would likely be ready by 2 PM. We decided to spend the day at the beach, planning to come back after 4 PM to check in, shower, and rest before going out for the evening.

However, when we returned, we encountered a disastrous situation. The lobby was packed, and the line for check-in wrapped around the area. People were visibly upset because there were no clean rooms available, despite some having waited since early afternoon. The front desk representative informed us she didn’t know when our room would be ready, and she wouldn’t be calling us with updates.

By the time it was our turn, it was already 7 PM. Despite reserving two rooms for nearly $600, we were told again that the rooms were not ready and there was no estimate for when they would be. We waited another hour, checking back at 8 PM, only to be told there was still no room available.

Frustrated and exhausted, my family and I started looking for other hotels. During this chaotic and stressful situation, the front desk representative mentioned that all the managers had quit, and she was only being assisted by the housekeeping manager. She even stated that she didn’t want to call the general manager, fearing they might quit as well.

This experience was incredibly disappointing. After a long day, all we wanted was a place to rest, and we were left tired and hungry, without a room to check into. This situation should have been handled much better. We will not be returning...

Hate to do this because I am a diamond member, and I have had the most excellent service from all Hilton hotels. This particular Hotel is nice, but I was not impressed with flexibility of the staff. We showed up early and asked for early check-in but was told that could not happen because a bunch of people checked out and they were short handed with cleaning staff. I totally got it and moved on after I was told "no". I didn't whine or moan about it and left very cordially. Then when we got our ok to check in email, the system gave us two options. Turns out both of those were about the worst rooms in the place. The view out the window was of the backside of the marquee wall and the roof of the front drive thru area. You had to peep to the left or to the right to peer through a slot in the wall to see if the sun was out! lol. The next day, I requested late checkout and was told the had a full house the following night so no, I could not have one. If they were so short handed with cleaning staff I could not imagine why everyone had to be out by 11. They couldn't clean that many rooms anyway, so why not let some checkout late? Also, I have never had a this happen before, especially given the number of room nights I have racked up. To add insult to injury, a very nice housekeeping lady showed up about 10am the next morning to see if we had left, and even asked if we had a late checkout, so i know they were doing them! No clue what I did to tick this lady (only middle aged white lady I saw) off, but it wont happen again, because I won't be there! My money will go to...

I wanted to brag on the accommodation I received earlier this evening in a time of sincere need. After nearly on hour of trying to locate a Kinkos in town so that I could complete a VERY time sensitive business transaction, I was without hope until I noticed a Hampton Inn. Given my loyatly to Hilton over the years, my diamond status, etc. I thought I would try a long shot and see if I could be granted access to the business center, even though I did not have any active reservation. The front desk clerk, Jamie R. could not have been any more professional, gracious and accommodating. After veryifying that I was in fact a Diamond Member, she gave me access to the business center/printer so that I could complete my business. From there, she offered my wife and I bottles of water for our drive back to our condo. To me, her actions epitomized true and sincere customer service, and she fullfilled a need when I did not know what else to try. My loyalty to the Hilton brand was already in tact, but after this, it will remain there forever. Please give my utmost appreciation and regards to Ms. Jamie R. at the Panama City Beach, Pier Park hotel, as well as to the leadership there to whom she reports.

All in all an excellent experience and one I wish more places would instill into their team(s).

5/5 would def. recommend. Thanks...