Hampton Inn & Suites Grove City — Hotel in Springfield Township

My wife and I wanted to visit a little town and their annual festival. The town has limited parking and is known for wine and cider so we decided to stay at a hotel and use the shuttle service. I choose the Hampton Inn as my work uses Hilton and I’ve stayed at Hampton Inn hundreds of times. We pull in hours before check in but after the festival started. The first thing we notice is the newer and very well kept building. We enter the pristine lobby without luggage as we only entered to find out how the shuttles work. We have limited information from the festival. As we are asking about the shuttles a very rude lady tells us that we are too early for check in but she will check us in. She complains the whole time and tells us we are lucky that she has a room available. They tell us that the shuttle is running and it’s at another hotel. She then points to a sign that says shuttles start at four and shuttles are available upon request before that. This is around 1ish. We start to walk away and remember that a lady from the festival said that we need wrist bands for the shuttle. We turn around and ask for wristbands. In a very rude tone she informs us that they are cards not wristbands and hands us the cards. At this point I’m thinking they are quite unprofessional for a Hampton Inn. We then leave and eat lunch next door at Timbercreek. Highly recommend. Then we go to Grove City Nutrition to enjoy a tea and support the Army National Guard. We come back and double check the shuttle and they tell us to go to the other hotel. So we head off. It’s a quick walk to the other side of the parking lot and we are 3rd and 4th in line. Other shuttles come and go. After waiting 45 minutes we see a gorgeous black shuttle leave our hotel and drive over. It has four seats left because it filled up at our hotel. A group of loud drunk ladies cuts in front of everyone and takes the last seats. At this point we realized that this hotel staff is clueless and we decided to drive ourselves. We enter the lobby and we just want to checkout and get our money back since we didn’t use any of the services at this point. They inform us that they won’t do that. The manager comes out and just comes up with lame excuses. Her main excuse was the party that received the limo checked in early. So did we. She then informed us that they’ve been waiting longer. So she knew a shuttle was going to pick up at that location but she still had us go to another location. Complete incompetence. The only thing she kept doing was pointing at a sign that said request a shuttle before 4 and it was. On the way out I rudely informed other guests that they should rethink their decision on staying there. The manager, from the other side of the lobby starts screaming at me like it’s a bar room. We start yelling back and forth complete juvenile nonsense. She absolutely has to have the last word. If I handled that situation as badly as she did at work I would be fired but having that last word was more important to her. We then walk out to be greeted but a shuttle driver that seen us multiple times at the other hotel. She asked if we needed a ride to the festival and we took her up on it. She was a delight and super friendly. We went to the festival and had an amazing time. We will be back next year. A friend took us back to our car and we contemplated staying but I couldn’t get over how unprofessional and undertrained the staff was. I’ve stayed at thousands of hotels across the country and this is just a mediocre experience. I honestly expect more from Hampton Inn or any Hilton property. This was not Hamptonality. Edit: Thanks for responding. It shows your unprofessionalism. I posted to Facebook and pasted to Google. All reviews are identical that goes to show your character. I only had issues with your staff. Shuttle service was amazing. It also worries me that you think I entered my room. Now I feel unsafe. I’m sorry I caused a scene can you take accountability? I...

Called and asked how far the restaurant was from our room because we have small kids and wanted to make sure the baby monitor would reach from the restaurant to our room. The staff did not answer the question and instead lectured me that we couldn’t leave our kids at the hotel and leave (!!??). I didn’t get an answer until I asked for a third time. Then, she said there isn’t a restaurant on premises at all (would have been nice to know that the first time I asked!). Finally they said they could not even tell me where our room would be and would not be able to put in a request for us to be by the pool, because they were too busy. Again, would have been nice to know the first time that they didn't know what room we would be in. Why this particular staff member was so rude, I can’t fathom. We are in the middle of a 12 hour road trip with two kids, about 4 hours from our overnight stop (this hotel), and I didn’t need the staff prioritizing their bad mood over answering simple questions from a guest.

Edited to update: it turns out when we got there, there were 10 hotel guests in the lobby extremely upset with the same staff team, because many rooms were not yet cleaned, so people had been sitting around for 2+ hours without being able to go into their room while waiting for the staff to clean the rooms. Also interesting to see the response from the owner to my original note above, basically saying the customer is wrong and arguing with my review even though she didn't hear the whole conversation, only perhaps a "polite" tone from the staff member as she failed repeatedly to answer reasonable questions. As if it's unreasonable to expect to know whether your room is close enough to a hotel restaurant for a baby monitor to reach. It's the same conversation I've had about 20 times with other hotels and it always goes well; just not with this hotel. Not to mention, my husband had talked with a staff member earlier that day who had said the restaurant was "a few steps" from the main hotel lobby - and didn't mention it was across the street and not on the hotel property at all. Quite disappointed with this location and the...

Booked my room several months in advance. Recieved a call the day before my stay stating they have exterior renovations taking place, therefore the front entrance was not usable, wasn't a big deal for me however the pool and hot tub was also not available. It was suggested I use the one at the sister hotel across the road. Regretfully it's winter and not ideal to be going across the street with hair wet i wouldnt mind as much in the summer but winter coats and extra stuff to carry when I should have the convenience of using the hotel amenties in which I paid for is not ideal. The solution they offered was to cancel my reservation. With 1 days notice trying to get another room thanksgiving weekend the rate would be astronomical. The hotel was aware well in advance however waited until the last min to notify me. Upon my arrival the individual at the front desk was confused because I used my Hilton Honors points for a portion of my stay.when booking. She was asking me for clarification on their internal processes. I can appreciate that she is still learning however her Manager who she called was of no help. In fact she deflected and insinuated that it was my fault because sometimes I book using my points and sometimes I don't. It seems like when you use your points earned for being what I thought was a valuable Hilton Honors member it adds confusion to the employees and creates more work for them. After waiting in the lobby for a while so the Manager and staff member can sort it out i finally get my room key. Wallpaper coming off the bathroom wall. Caulking missing around several areas of rub, I love dogs, however listening to one bark constantly from the room across from you when you are trying to rest is not fun, Also being a hilton honors member I always get a bag when I arrive. Didnt recieve it this time as well. The room was very outdated and had several deficiencies throughout. Absolutely the...