Hampton Inn Fort Lauderdale Pompano Beach — Hotel in Pompano Beach

I am a hilton loyal member and prefer to use hilton brand chain all the time for my travel accommodations. We had a terrible encounter today Mr. Sanchez.

Here is what happened and our aweful stay at Hampton Inn. We were total family of 13 people including kids and we booked 4 rooms. We booked hotel rooms over the phone and made sure everyone gets their own room they want depending on room size and how many days they want to stay. We all arrived separately. They gave us all incorrect rooms and this made too much confusion with the billing for every party staying as you can imagine. This was hotels error on assigning rooms and incorrect billing.

I talked to Shaima the next day late evening. We were trying to sort things out and after 30 mins of back and forth and understanding where things are, we finally came up with a plan how to tackle the billing for everyone. Of course this made the front desk staff so frustrated on their own mistakes.

We requested cleaning as we were there staying for about 4 days. They said that they only clean rooms every other day and since we are staying for 4 days we will only get cleaning once. I requested one room to be cleaned twice our stay as there was baby with us. Instead of honoring the request they said, NO. Our policy is only every other day.

All of the sudden Mr. Sanchez who claims to be general manager came out of the back office and started yelling as us saying “Our policy to clean room is every other day. We cannot accommodate your request. Please checkout if you don’t agree with our policy”. How rude this could get. Managers go above and beyond to accommodate the guests. This was terribly a bad representation of Hilton Hotel.

We were never abusive to staff nor used any foul language.

We were family of 13 people with kids from 2 years to 15 years. It was about mid-night when he asked us to checkout on cleaning issue. Can someone believe that he wanted us to checkout on “cleaning issues”?. How low it can get. He wanted us to get on the road at mid-night with a huge family. Terrible customer service. We didn’t feel any security.

I was upset. So I went and put a review on good about the behavior on google. He immediately saw the review and responded below that we were abusive. They is a huge lie. Not only that, but he also told the staff members not to accommodate us anymore and he made sure that NO cleans our rooms at all not even once. Next day when it was cleaning time, we asked the house keeping to clean our room as it was getting real late. Housekeeping would ignore us. Later one house keeping lady named Fabeolo told us that staff is instructed not to clean our room at all the entire stay. Staff showed us their daily scheduled cleaning papers with X on our rooms with Mr. Sanchez initials. We called front dest. The receptionist named Shenelle told us that she was instructed by Mr. Sanchez to not clean your room at all the entire stay.

When we book hotels, we rely on the hotel specifically when we travel with families and kids specially babies. We rely on the safely, our memories, enjoyment and our protection. Hilton is a great brand. I have been a Gold:Diamond member of Hilton and just use Hilton when it comes to family or business travel.

After this experience, I feel unsecured and uncomfortable booking anything with Hilton. People like Mr. Sanchez are perfect examples of how big business loose their customer.

The behavior of Mr. Sanchez and the experience and trauma that we had as family vacation will never be forgotten.

Because of Mr. Sanchez behavior, I will never go to Hampton Inn Pompano Beach FL, but also will avoid Hilton brand in general and delete my Hilton members account and cancel my Hilton credit card. This trip was suppose to be fun with family with lots of good memories but one thing can ruin the entire trip for all and that was due to the behavior of Mr. Sanchez. He ruined our entire trip and our memories. I do have pictures of the rooms and how they looked after 4 days. Pictures and other stuff will be emailed to Hilton...

Subject: Feedback on Recent Stay at Hampton Inn Pompano Beach

Dear Hampton Inn Management,

I recently stayed at your property in Pompano Beach for my sisters birthday, and I regret to report several significant issues that marred my experience:

Dirty Sheets: Upon arrival, I found the sheets in my room filled with sand and dirt. Despite calling the front desk, there was no response a to change the sheets, and I had to sleep in the dirty sheets. The next morning, I reported this at breakfast and was assured it would be taken care of. However, no one addressed the issue until later in the evening.

Blood Stain: I discovered a blood stain on one of the pillows, which is highly concerning.

Plumbing Issues: The shower had poor water pressure and did not get hot. Additionally, both the tub water and shower water ran simultaneously, making it difficult to take a proper shower. The toilet also required holding down the handle to flush completely.

Ceiling Leak: The ceiling in my room began leaking. I had to place the ice bucket to catch the water. (I have video of the crack in the ceiling and water leak). When I called the front desk, someone came to assess the situation and informed me I needed to move rooms. However, instead of simply transferring my information to a new room, I had to go down to the front desk, wait for someone to assist me, show my ID, and then be reassigned. The research to find an available room wasn’t done until I reached the front desk.

Room Reassignment: Due to limited availability, I was unable to move to another double queen room and had to settle for a king room, which required my roommate and me to share a bed. The new room’s view was significantly less desirable, facing a noisy road instead of boats and water.

Availability of Elevators: There was only one elevator in operation that was utilized by the staff and Guests for the entire hotel. Being on the top floor made this quite the taxi to get to and from the room.

Cleanliness of Towels: They were often stained. (Pictures acquired)

Despite these inconveniences, I did enjoy my time exploring the Pompano Beach area, although these issues were a major disruption. While I understand that unexpected changes can occur, the handling of the situation was inadequate.

Positive Note: The breakfast attendants were wonderful and provided excellent service.

I talked to Guest Service via X (formerly Twitter.) They were dismissive and not taking the time to listen to my concerns and was unwillingly to have someone call me which I asked for at least 4 times and was consistently met with pushback.

While talking to X… they said to me. I’m sorry for the blood stained pillow, leaky roof, plumbing issues, non operational elevator, but here goes some Hilton honors points. I didn’t get the indication that I was valued as a human or a customer. It was most unsettling.

I talked with Front Desk prior to checking out this and they said that whomever is going to be contacting me from Corporate will take care of it. There is nothing more we are going to do. The manager also said that “they” responded last night to resolve the issue, however no one responded, but to say that I would receive a response in 3 days. So, essentially local management said nothing in regards to my issues. They weren’t apologetic. Nothing!

Thank you for your attention to these...

I normally always have a great experiences with Hampton Inn but I can’t say that I did with this location. After checking in, I used the trolley to carry my luggage upstairs it wasn’t even 10 minutes before I received a called from Sharima the front desk clerk asking to bring it back down. Keep in mind I am traveling with two small children under the age of three so trying to get them situated in the room after a long day of travel and trying to move the luggage is a task within itself. I decided to let it slide because I figured hey maybe they’re short on trollies so I took it down immediately. I just felt like it was a bit rushed bc I’ve never had that issue at any other hotel.

When I arrived at checked I was told that I was due for a room cleaning every other day. I checked in on Thursday so on Saturday my family and I left the hotel in the morning around 9:00ish and I asked the front desk to ensure the room was cleaned and I made them aware that I notice the screws were out on the door to the cabinet of the refrigerator. Which is dangerous especially with smaller children. We arrived back to the hotel around 3:30ish and the room was the same way we left it. No trash was taken out and the linen had not been change. They did however promptly fix the door that I had mention. So upon noticing this I called down to the front desk and spoke with Sharima who stated “yes your room is due for a cleaning today and I will contact the housekeeper”. I waited a whole hour and no housekeeper came, so I went down stairs to the front desk to inquire what was taking so long. When I got there Sharima was still at the front desk and she tried to gaslight me by saying “oh you’re not due for a room cleaning until the 27th (the day I check out)”. I Told her that is incorrect due to the fact that I was told I was able to get my room cleaned every other day, I checked in on Thursday it is now Saturday. She attempts to apologize but I am trying to understand why is there push back about getting new sheets for the bed.? She states she would speak with the housekeepers again. I then asked for fresh towels bc we had been out all day and I wanted to at least get my little ones cleaned up bc we had an early flight out. She only was able to provide me with two towels and when I asked for more bc it was a total of 4 ppl in the room, she nonchalantly said I’ll send somebody up with the rest of them and walked away with an attitude.

So the other staff member brought the additional towels to the room. I kindly asked her if she knew when we were getting the new sheets for the bed she seem like all she was told was that we needed only towels. However she did eventually bring a set of sheets for each bed that was in the room and I placed them on the bed myself. So if you’re looking for good hospitality and clean sheets this is not the place. I prefer Hampton Inn over other places but after this experience I may decide to...