Hampton Inn & Suites Savannah/Midtown — Hotel in Savannah

This is the first time that I have ever written negative feedback for any hotel. I have worked at Marriott for almost 25 years and understand the difficulties that can come with working with the public. Knowing that they chose our establishment for their vacation and making sure that we make their trip as enjoyable as possible. I moved from southern Florida and decided to stay at the Hampton Inn & Suites Savannah/Midtown on my way to Virginia. I made the reservation and checked in on the Hilton app. Upon arrival, my husband and I were not sure where we would need to park. We decided to go to the front desk to ask and to get physical key cards. The front desk associate checked my husband's ID to verify, verified our departure date, gave us a parking tag for our car with the checkout date on it, and told us where to park. At 11:25 PM, the front desk associate called my cell phone to verify my checkout date. I was incredibly angry that she would do this when I was up early to move and then drove 7 hours to get there. Why did she choose to also use my cellphone and not call the room? I tried to calm down but was up for hours because it irritated me so much. I did not want to speak to her while I was angry. I went down to the front desk and spoke to the employee that was down there the next morning. I asked her if it was policy for the night audit to call guests at 11:25 pm to verify checkout date? The front desk associate looked at me like I was lying and told me that what I was saying did not make sense. I do not disagree; it does not make sense. She asked me the name of the associate. I told her that I was not sure because she woke me up. She asked me if the phone number was...I did not know the phone number but told her that I could show her from my cell phone. I showed her the number, the name of the hotel, the time, and that it was incoming. She then said that she would have to contact her to find out. I told her to let me know once she did, I received no follow up on this issue. I never even received an apology.|The rest of the staff that I encountered were not much better. There was an employee that I encountered when my husband and I walked into the parking garage. She parked in a diamond member spot, my husband said good morning, she glared at him, turned her head, and walked into the hotel. The day that we checked out and left at the door going to the parking garage, there were five employees outside that door arguing. I heard one say “you got too comfortable tellin’ me...” when another employee there interrupted her. Then when we are trying to drive out of the parking garage, two employees are walking in the lane (not even to the side) and start staring at our car while we are waiting for them to move. When they reached their destination, we were able to pull out of the garage and leave.|One thing that I always told my employees is that when you have the uniform on then you represent the hotel. This was completely unacceptable. There are other hotel options that people can choose from. If it were not for your guests, then no one there would have a job. I for one would rather pay more money somewhere else than stay...

No, don’t have to, don’t want to, too bad The front desk staff appeared to have had their souls sucked out of them and their response to simple requests were met with no, dont have to, dont want to, too bad. They were not going to do anything to help make our stay better. When checking in there was a group of folks laughing having fun waiting for their ride to St Patricks day festivities. I asked please can you put us on a floor not near March break kids. Her response was, “kids? what kids? we don’t allow kids to book.” I clarified, young people partying. Again, she looks at me like I’m dirt and says we dont have March break yet. I said well other places are already, I’d just prefer a quieter part if there is one. To which she insisted there was no “march break kids” despite the group of young people behind me. I dont know if shes just so burnt out or was oblivious to her own unprofessional behaviour. I said well, like the people behind me then. she rolled her eyes and continued with my paperwork. We unknowingly got caught in a price surge and paid double what the norm for this rundown dirty hotel. It shows in their pictures, a chair to sit on in the room when we booked. we went to the tiny, dirty, rundown room that was minimally furnished from what looked like the 1980s flea markets, with no where to sit except a desk chair suddenly, a bug ran across the room. My husband said, we are not paying 400.00 plus for this dump of a room and went down to speak to the manager. After discussing our concerns with the manager he refused to change rooms to allow us a room with no bugs, or a chair to sit on. The only thing that gave us any leverage was that bug! After a lengthy conversation about a room change, to which he refused, he told us we must leave the lobby as he won’t be changing anything. We said we won’t be going up to that room due to its condition. He continually threatened the police to arrest us for trespass, we told him you cant take our money and then trespass us. We had to record the interaction due to his constant threat of police. We never raised our voices but did ask other patrons walking in if their rooms had bugs like the one he tried to give to us had. We said give us a room bug free with a chair or our money back. We had booked a nonrefundable price but there has to be exceptions to that with all these things considered (we would go to another hilton property if that helped). He had made double the money due to the price gouging for this dump so no way would he give us our money back. Hours later after a standoff in the lobby he finally relented to giving us a room with no bugs and somewhere to sit. Due to this deplorable management, we literally had had enough, cut our vacation short and went home losing our money at the following night in Charleston. I wish I had read all the terrible reviews about this place prior. The woman at the front desk seems to have learned how to treat customers poorly from her boss. Hilton needs to do a complete overhaul of this place, as the conditions here from rooms to management...

To be fair, I want to kind of rate each aspect separately...

Friendliness of the staff- 5 stars. There wasn't one person who worked there that was unhelpful or anything less than friendly.

Location- 3 stars. How you view the property when you arrive depends on which road you came into it from. It's not a horrible location, but if what you're looking for is a place that drops you in the middle of what there is to do in Savannah, it's not really that kind of place. It's a suitable hotel for a quick stay, but if you're destination is Savannah, it's not the best option for convenience towards what you would want to do there.

Free Breakfast- 4 stars. It's way more than the old bagel and cream cheese set up, there is cooked breakfast available, as well as waffles, cereal, bagels if you want them, milk, orange juice... lots of food. The day I went was missing biscuits and gravy.

The Room- 3 stars. It wasn't awful, but I think the up job market left a casualty on housekeeping. We found a broken hair brush under our bed, and found that despite cleaning the bowl and base of the toilet, the toilet seat was not cleaned, still containing a couple drops of urine and a couple of pubic hairs. The shower head did not want to adjust to a normal spray, and a screw from the grab bar inside the tub fell out onto the shower floor. Lastly, the power outlet by the bed was not working at any point in the stay. It was obvious to us that someone had cleaned the room, but it was also obvious that some stuff was being missed. It shouldn't reflect on the friendliness of any employee, but I think that perhaps the cleaning staff would benefit an extra minute or two per room to check stuff like this. We travel prepared for stuff like that to happen, but some people go ape over the smallest of details.

Overall- a high 3 star rating, with a little work to do. I think the building is aging to a point where maintenance is going to have to step...