Hampton Inn & Suites by Hilton Seattle/Northgate — Hotel in Seattle

We checked in at 3:30 pm to a rom that was freezing cold ( outside temperature was 32F or 0C), we tried to work heating and could not so we called reception desk. They told us to wait for 15 minutes for heater to warm up. After 20 minutes we called again. They sent the maintaince guy who struggled to fix it for a while and finally said for us to wait a bit more so it may start working. After another 15 minutes we called again he tried again and told us that it seems to be locked in from maintaince room main system. He went to unlock it. After another 15 minutes of freezing ( more than an hour after check in) we packed our luggage and went back to the front desk, they sent us to another room. It was the same cold temperature and the heater did not work either. The maintaince guy, after more visits and trying and some frustration told us that he will fix it somehow, so because we were freezing, hungry and very uncomfortable by then, we went to the restaurant and mall to warm up. When we came back at 9pm the heater did not work, room was cold and when we called again, maintaince man told us that another room on the same floor have the same issue. The front desk transferred us into another room on a different floor. After 15 minutes the maintaince man managed to start heating in this ( 3rd room for us that afternoon) It was after 10pm. We wasted the whole afternoon not knowing if we are going to sleep in a freezing room, with no heating, during very cold winter night. We our complains to the front desk and nobody ever came to check the rooms nor to appologize and offer anything else but moving us around the hotel ( it seems that they have many empty rooms?) Tomorrow morning before leaving we went to talk to the manager. He told us that he was aware of the situation all the time (???) and that he apologizes, he realize that it is unacceptable and if we booked through him he would return our money, but because we booked through Expedia he can not do anything, because hotel do not get any money except small percentage and the rest takes Expedia ???!!! So he can not do anything! His "hands are tied"??!! We reminded him that we only discovered that hotel through Expedia so we booked trusting Hiltons name and quality that is guaranteed, and he told us that this only work for Hilton Diamond club not for us since we use Expedia. So we understood that not all guests are respected at this hotel group . This was an insult added to injury. We will of course never going to visit any of the hotels that are in this group as we believe that heating, same as water and power, are basics which guests should have in a nice hotel especially attached to Hilton name , and also that the management team should never dismiss the guest with legitimate complaint the way he did, no matter if the guest is member of some special club or not. It is very sad because this hotel is nice, lobby is very pretty, rooms look nice (when they are not freezing), they are clean and the food was tasty and well managed. We went to warm up to the pool and hot tub at 9:30pm while waiting again to get heating in our room, and pool is small but nice, hot tub is miniature but working ( although was dirty last night so we decided not to stay), all in all this is a nice looking hotel that we would include in our regular for visiting Seattle, but in the winter time we can not accept the hotel that save money by not heating the rooms. The hotel is nice but the management is terrible and it is too bad because the rest of staff is really nice, but if the guests continued to be treated this way, this hotel will become empty soon. It s huge competition in a tourism world and Hilton should not allow their name and reputation to become stained with such experiences. Really, truly disappointed and our one day in Seattle totally ruined and wasted. The worst hotel experience ever ( and we travel a lot all...

The hotel itself is brand new so it is clean and neat. They do not have a ramp for the side entrance of the building and thus there's only one exit for disable people. Housekeeping needs training and an ethic class. They went to clean the room and left empty to-go boxes sitting right besides the small trashcan; also the shower was dirty when I first checked in the room.

Bad customer service: I left an external hard-drive plugged to the back of the TV and although I called before check out time, the front desk said they only ask their guests to go to a website and register their lost items there. Then, hopefully, if the cleaning staff actually collects the item and turns it in, they put it in a lost and found bin, then the supervisor matches inquiries and then, hopefully, you will get a call or an email notifying you. She didn't agree to go just send somebody to the room to get my item because "unfortunately, that's not the way [we] do it, the website is the way to go about this and they will call you when they find your lost item."

I registered the item through the website, never received a call back. I called after a week and they said that the housekeeping supervisor hadn't been at work but they would look into it. Three weeks went by and still no communications. I called again, talked to the new manager and he said the housekeeping supervisor will call me that day; never happened. A month went by and I finally called again, I was told the manager was not there on the weekends but to leave him a message and that he will call me Monday. Monday, no call; Tuesday, no call; finally I get a call Wednesday where he said that the housekeeping supervisor had been out of the office (apparently these people take a lot of days off) but that he talked to him and he said that he looked immediately after I called (the first time) and that there was nothing there.

I find this amusing since there was no way for him to know my room number and for the mere fact that IT WAS THERE!!! If he had gone over after I called and before the room was occupied again but it wasn't there, only two things could've happened to it.....the cleaning staff took it and lied to him about it or he's lying about the whole thing and never checked after the first call, the second call...or ever but now is trying to cover his irresponsible behavior. I am ticked because my hard-drive had some sensitive information that although password protected...well...you know.

This hotel is irresponsible, lazy and dishonest. They even inferred that I was lying which ticked me off even more. Word of advice for your hotel: teach your personnel what customer service is about because it is awful right now, learn to be more personal instead of directing your guests to a website that...

Disliked  · Avoid at all costs. They claimed to be incapable of charging my card for the cost of the room. Specifically, she claimed it was being declined 'for no given reason' but seemed very smugly aware that this was exactly the intended outcome. I showed her the available balance on that card was well over $2500 - way more than enough to cover a $100 room for a night (Unless, of course, she was attempting a $100 charge with a $5000 additional hold. Fancy hotels often do this to sniff out any 'poor people' attempting to stay 'where they don't belong.' If you have a 10k line of credit, no big deal, they release the hold the next day and noone ever knew. But if you only have the 5k line of credit.....) I assured them I had just used that card in that same hotel just the day before (different front desk person though, of course). She smugly continued to fail. I said "okay, ill call the bank" and walked outside to do so (the bank had no idea what was wrong, & said everything was good on their end). Seconds later, I got an email from the hotel saying "we're sorry but your reservation has been cancelled." I stepped back into the lobby and asked "why would you cancel my reservation, when i just stepped out to call the bank?" She said I should try to make the reservation again. I tried to, but got this: "we're sorry, there are no rooms available on those dates." it said the same thing for the next two days, and the entire following week. Which was WEIRD because there only appeared to be about 2 other guests in the entire place, besides me. So what was going on? I do not know why, but for whatever reason, they did not want to rent me that room. One thing I do know is that these 4-starish hotels tend to be more concerned with their "brand's image" than they are concerned with the opinion of any passing individual guest (I had a disturbingly similar experience at the downtown Seattle Westin). And as private businesses they reserve the right to refuse service to anyone. So be warned: if you are part of a socioeconomic group (working class? poor? minority?) that isn't exactly their target audience (rich white folks) & they feel that your presence there might "detract from their brands image". Well, you might just find it impossible to pay for your room at the Hampton Inn &...