Hampton Inn & Suites Stroudsburg Pocono Mountains — Hotel in Stroud Township

My husband and I have stated here twice now. June 2024 and now. For this stay I originally booked one night, but after a week or so I realized that we needed to stay 2 nights and so added on the 2nd night.

First day/night was wonderful. We had a really nice, spacious room, as we did during our 1st stay. Room was very clean and beds very comfortable.

The woman at the front desk greeted me with a smile and was very friendly and helpful. I told her that I added on a 2nd night and she explained what I would need to do the following morning.

The next day we were very busy and returned around 7PM or so with our daughter and 6 kids so that we could order pizza for dinner for everyone after seeing our daughter and granddaughter perform in a show before they drove the 45 minutes back home.

The woman at the front desk was okay. She did smile a little when I had to talk to her, but nothing really special. At one point my 3 oldest grandsons, age 15, 16 and 17 had to go to the lobby for something, and when they went to her she was sort of rude to them. One grandson asked me if she had been rude to me and I said no.

Later on, due to so many of us having to use the bathroom, the toilet became clogged because we didn't realize that you have to hold the handle down when you flush and wait until all of the water went down before releasing the handle. We had been just releasing it right after hitting it down (water-saver function).

I called the front desk and the phone just kept ringing and ringing for a long time. I hung up, and after a bit I called again. The same thing happened. No answer. So I went down there, not far at all since we were in room 125. She wasn't at the desk and so I said, "Hello?" just as I had the first time I had to talk to her, and she came from the back room right away! She obviously ignored the phone! She'll probably tell her manager that she was "busy" but she definitely wasn't!

When I checked in the first day, the woman working would answer the phone, 2 different calls, right away and very nicely ask them to hold. She didn't ignore the calls! I should've taken notice of her name but I didn't. She worked the evening of December 8th.

The next morning during check out, that woman was very, very nice with a very warm smile...just like the woman who checked me in the first day.

Will we return for another stay? Yes, definitely! The hotel is wonderful. I just hope that woman isn't on...

Very disappointed in service. As a Hilton Honors Diamond member, I have stayed in quite a few hotels. This one I had issues when checking in. After I had provided the clerk with my name, he asked to see my ID. Showed him my US Government ID, but then asked to see my Driver’s License. (Whatever) here it is…. He said my address on file was not correct, so he updated that. Then asked for my phone number, and said that was not Correct either, so he updated that. He processed the payment with the card on file it came up DECLINED. I gave him my GOV Credit card, he said he had a different card on file. At that point I asked him if he had the right reservation. He then got a little snooty with me, and continued. He processed my credit card and bang I got a text message from Citibank for a charge way above my US GOV rate. When I confronted him about it, he checked again and then realized he check me in to someone else’s room with same last name. (Ridiculous) after seeing my name twice on Two different Government ID’s. He said he would Refund my card and it will take 7-10 Business days. (Wonderful). He processed my card again and I was charged a second time at the correct contracted rate. After settling into my room, I went to my vehicle to retrieve PA Tax Exempt documents required for US GOV. I came back to the counter to find a different clerk. Trying to get his attention, I gave him my paperwork only to find out I was on a video call with him and someone else listening to my private conversation. Not cool, this has happened to me in the past I find it very rude. 7-10 days later, No payment refunded on my card. Called the hotel back and spoke with a Manager she said she saw no refund on my card and processed it again. Today is 22 days after my initial check in still no payment. (Disappointed and still waiting for my second 10 business day to arrive) Way too much time and effort put into...

I've stayed in this hotel before and had no problems which was why we decided to stay here again. However, the check in experience this time was a real turnoff and by far the worst check in I've ever experienced. Maybe I've been lucky in the past but I've never had a problem before. Came here at 2 pm to check in on Saturday, was told our room was not ready and that check in started at 3 pm. I've never had an issue checking in an hour before the official check in time in my previous visit here or in any other hotel but I was okay coming back at 3. Came back at 3:45 pm and was told again our room was not ready and was told "maybe you guys can go eat or go shopping." I just came back from doing that after being told the first time our room wasn't ready. The receptionist didn't give us a time for how much longer we would have to wait. When we asked her about the time, she said she couldn't give us an estimated time. How is that possible? They just expect people to wait endlessly? The other receptionist next to her said that its not like we would need to wait til sundown. Lady, that's like 8:30 pm and its only 4 pm now. Came back after 20 mins to inquire again and the same answer from the same receptionist, room not ready, still can't give us how much longer we needed to wait. I asked her can she switch our room to which she said they're all booked so they can't switched. At this point I'm asking for any other possible solutions but the lady was not helpful. A guy that just walked back to the reception desk, which I'm assuming was a supervisor, heard the conversation and switched our room and checked us in less than 5 mins. Seriously?? I just asked if it was possible to switch and she said no and wanted us to wait for who...