Hampton Inn & Suites Seattle-Airport/28th Ave — Hotel in SeaTac

I called and made my Reservation, I specifically asked about the pool because we had our children with us, they said hey have an indoor pool and it was open until 10pm. That worked perfect for us. We check in and get the kids ready and then head Down to the pool, when we get there, there is a sign saying pool closed. I talk to the front desk and they said their pool has been closed because it was having work done to it. I was pretty upset because this was the REASON we chose this hotel. I spoke With the front desk and they said the only thing they could do was cancel our reservation and refund us but the refund would take 7-10 days to hit our account. This wouldn’t work for us because we didn’t have the extra money to get a new room somewhere else. I called down and spoke with a manager to let her know that I was upset and we should really be compensated somehow, she was very rude but in the end said she would deposit 30,000 Hilton points to our rewards account. I was satisfied with that.

Now love to getting the bill, everything was fine there, so I check my rewards account and the points were not deposited, I just received the points for my stay. I called and spoke with Daniellea at the front desk, let me tell you, this was the worst customer service I have experienced in my life. I will admit I was a little frustrated when I called, but I was not yelling and I was not using foul language. She got an attitude with me, I said I am not sure why you are getting an attitude with me, and her EXACT words were, “I have an attitude with you, because you have one with me.” First of all I am a customer!!! A customer who was already dissatisfied with the experience and she just made it worse. I have stayed at many Hilton hotels and I will say I WILL NEVER STAY NOR RECOMMEND this one to anyone! This is not the Hilton way. I still have t received my points, says to wait to 24 hours so...

The Hampton Inn’s nighttime Shuttle driver jaded our experience from the very beginning. We flew in from Hawaii tonight and called for the shuttle. We missed it on the first go around, which was fine, we called and the woman on the phone said they’d come back around. I told her we were at 3B. When the driver came back around 25 minutes later, he stopped at 3A, which was too far for my mom to walk, and we assumed he would be looking for us at 3B as he came through. We tried waving him down but I don’t think he would have seen us even if we were standing right in front of the bus, his attention was not on picking up passengers at all. We called back to the hotel and a new person answered the phone; he assured us the driver would be coming right back around. It was a little faster this time but still took another 15 - 20 minutes. The driver then dropped everyone off but what we didn’t know was we weren’t even at the right hotel. Apparently the Hampton shuttle also picks up for the Aloft hotel, which would be fine if the driver had made an announcement to let people know that if you are staying at the Hampton, please stay on the bus. The hotel is next door to the Hampton but it was hard for my mom to walk that far after all the traveling. Also the Aloft offered to bring back the shuttle but with the likely wait and stairs on the shuttle that were hard for my mom to navigate, we just ended up walking to the Hampton with all our luggage. Once at the Hampton, we explained what happened to the same front desk person we spoke to about the missed pickup, who to his credit made no excuses for the driver, but he didn’t offer anything to rectify the situation either - no discount, no upgrade, not even a comped drink or meal for my mom, which is why they are getting this poor review. FYI, the room is fine, but beware the...

I've stayed at this Hampton Inn 28th Avenue for a number of years in a row, including last week. While the location is good and the staff are courteous for the most part, this last stay fell short of expectations. On the positive side, the rooms are large, clean and relatively quiet. On the negative side, the key cards into the underground parking would never work, and it would be necessary to back up the ramp and go into the lobby to have the front desk staff "demagnify" them each time I tried to use them, even though they had been tucked into the folder away from my phone and this ate up a lot of time. The one television in the gym still has not been repaired since I stayed there last year, and one of the treadmills was broken. They no longer serve fresh fruit at breakfast (other than whole bananas and apples,) kitchen staff didn't keep up on replenishing food items and fresh coffee, and there were no healthy, gluten-free options. Only one elevator was working consistently, and the cleaning product used to clean the floors and elevators was very offensive smelling. The florescent bathroom lighting is so dim, it's difficult to see in the mirror. When I tried to get help from a certain young man at the desk on two occasions, he seemed clueless. And when I called for the courtesy van from the airport after returning my rental car, it took 1-1/2 hours and three phone calls before anyone came to pick me up. I realize COVID has wreaked havoc on many businesses, but believe more effort could be made to have things up to standard when they are charging me $275 per night for a four-night stay. The next time I'm up in Seattle, I will need to rethink whether or not to...