Hampton Inn Stafford/Quantico & Conference Center — Hotel in Stafford

We usually love Hampton Inn but this was the worst experience ever. They did not have any “robust” or “decaf” coffee available at breakfast, only “light” and no black tea if any kind, only green and herbal. No other stations were set-up. no decaf no black tea: I asked the pleasant kitchen staff who indicated that was all they had. and just to be sure it was not a communication issue with the spanish speaking staff, i asked the front desk clerk Samatha if the hotel had “any” plain black tea “like” Lipton. and she replied unapologetically and rudely, without checking or calling anyone or speaking with kitchen staff, “that is all the tea we have.”. I felt that the rude response and lack of basics like robust and decaf coffee or plain black tea were something management should know about. No manager was available so i later emailed. they could care less and accepted a lie from the desk clerk who said that i requested lipton specifically and that the hotel did have Bigalow black tea which was a lie. If they did why didn’t she say “well let me check for you, we should have Bigalow Black tea.”. but as i said she acted like I should not ask her anything about breakfast. so she decided was not going to go the extra mile (or should i say a few feet to the phone or kitchen!) to make a guest at least think she tried to help. I had told her that i wasn’t sure if the breakfast hosts could understand what i was asking for. I don’t think she liked that. So, she decided she was going to be cold, rude and unhelpful. I managed a superior court and this rude response would be unacceptable to anyone including criminal defendants. This was a very bad experience with Samantha and by management who actually...

I tried for a month to block 20 rooms for my daughter's wedding, which was pushed a year due to COVID. When I booked the rooms in 2020, there were no issues. Likely because there was a capable group sales/manager working there at the time. Fast forward to April 2021 when I try to block 20 rooms for our out-of-town guests and am introduce to Ms. Cinthya Martinez, the absolute WORST customer service agent I have ever experienced. To start, she's never available. Every time I call (multiple times, sometimes multiple times a day), she's not at work and no one knows when she's coming back (nice gig if you can get it, I guess). E-mails not returned (despite admitting almost three weeks later that she did indeed receive my e-mail but didn't want to respond). I've never had such a hard time trying to spend over $2,000! To make it worse, I called Hilton corporate, was pushed to the Hilton group sales folks and after a pleasant conversation I was promised someone would get back to be that same day. Two days later and nothing. So I guess, as far as Hilton/Hampton Inns are concerned, the hospitality industry has fully recovered from COVID and they don't need to fill 20 rooms on a weekend in July. Apparently business is just booming at this hotel. Well, Hilton can count me out as one of their regular guests. I've been a loyal Honors member since 2002. No more. My one interaction with this lazy employee and corporate's unwillingness to help me give them $$$ is enough to take my work and personal travel vacation $$$ somewhere else. In this case, its to the Holiday Inn right down the road...and a room rate $10 less. I think the wedding guests will...

The room is beautiful, all new and clean. Although my AC unit was not cooling, and the fridge wasn't cleaned in a long time, so it was bearly cooling.

I bought water and food from the marketplace and not even a fork was offered.

My mom is in a wheel chair, so I requested a rollin-in-shoeer room, which I understand they are fully booked, but the way of "getting rid of the annoy8ng customer" was an insult.

Paola, the manager was the one that sold me the food, no customer service at all! She looks at you like stop bothering, but is chi-chatting on video calls in the desk.

When I called about the fridge, maintaining guy cane quick and he offered a new AC unit and bringing a bigger fridge for me to put my husband's diabetes medicine. She called to the room stating they could take the medicine to the lobby. That was "her solution". So I paid for a dirty fridge and a broken AC unit, I was treated like my money was not paying their salary, and when I asked for her name her facial expression was burlesque. Very immature and unprofessional. As a guest, I was just expecting to received what I paid for, not getting sassy attitud from a person that obviously doesn't know anything about managing a hotel.

My son is graduating tomorrow from OCS, but I was so close to ask for my money back and get out. I can't stand bad manners in hospitality/service.

The upper management should keep an eye of their managers. Clients and hoenyou treat them is what perseveres customers.

I am very disappointed with the service in this hotel (and I...