Hampton Inn Albany-Western Ave/University Area — Hotel in Town of Guilderland

11/08/24 I'm going back to albany tonight. Ended up booking another place. Like we said we are visiting albany frequently and requested only future credit for the day thst we could not stay due to the sudden demise of my family members. After so many times reaching out, 3 weeks of waiting, still hampton Inn does not think I deserve a call back from the manager, yet they think being a 2 STAR hotel they deserve the right to Charge me $352 for the night. Spoke with Hilton head office also. Even they are surprised how hampton inn is handling this. They have sent so many requests on my behalf but still no response. Three weeks later, still no response from the management. Can't believe they still charged me after all that they put me through. Money hungry , greedy people.

10/23/24 Only action generated from these reviews/concerns are AI generated responses. I'm not sure if they even have a general manager. I spoke to Hilton main office about my concern (not being able to get furure credit for the reservation, which i had to cancel due to sudden demise of my family member) and they raised it up to the "general manager" with a promise to have a call back. The 3 to 4 times the request was sent to "general manager" resulted in no action at all. Only action we see is the AI generated response to the last review. I am truly surprised at their customer service. I don't really care about the $352/night. But the reality is for such expensive rate the customer service is definitely not up to the mark. I'm thinking the good reviews are also probably fake or AI generated.

10/26/24

This is UNBELIEVABLE. Since I can't have a new post, I'll add to my existing one. If you believe that you deserve to Charge me $352 for the one night that I canceled due to the sudden demise of my family member, then I believe I deserve a response or a call back from the general manager. I have sent so many requests, so many messages, even had help from Hilton to reach out, but this so called "general manager" did not even feel it was necessary to call back. How did this person become a manager? I am SHOCKED at their customer service. It's not the money that was charged, it is about the treatment that we...

I rarely write reviews, but this was the worst customer service I've ever received. Due to a storm and massive power outage in the area, and expecting to need a warm place for us and our young kids to sleep tonight, I reserved a room at this hotel. At that point, we were expecting the outage could last days as there was no restoration time estimate. Thankfully, power was restored about a half hour after I booked the room and I was on the phone immediately with this hotel to explain the situation and ask for a refund or some other accommodation. They flat out refused to do anything. No refund, no credit, no reschedule. I had literally had the room reserved for less than an hour. The first person who answered just said I was past the cancellation date, so I asked for the manager. The front desk manager showed no compassion or care, and flat out said that due to the snow and emergency situation, they weren't giving refunds--so essentially saying they're taking advantage of people in an emergency situation. After this, I called Hilton customer service directly, and was essentially given the run around, had to speak to 3 different reps on 2 different calls, and they did nothing but call this same manager. The first Hilton rep said that I could cancel but there is a fee of one night room rate...and I had a 1 night reservation. She said she had to call the hotel to request they waive this fee, but when she did that, the Hampton Inn manager refused. She then tried to call and ask if they'd modify the reservation to a future day, and they didn't answer her call. Very unprofessional, and very disappointing. Be warned that if you have any issue with a reservation, or extenuating circumstances if any kind, this hotel will do nothing at all...

The first night that we arrived, I mistakenly booked the hotel for the wrong night. There were no rooms available so we ended up at a different hotel for the night. I came back to the hotel in the morning and spoke to the General Manager Nathaniel, and he was VERY considerate and polite and understood my dilemma and was able to offer me a courtesy credit since we we already reserved to come back the following week on our way back through town. There were cookies in the lobby and we were pleased with our room. It was very spacious, very clean, I loved the ledge on the the bathroom sink. The outlets next to the bed were perfect and the tv, fridge, a/c were all working just fine, and the bed was comfy. I had never seen a bathroom door like this before, the door was a sliding door (the barn door style) which I had never seen before in a hotel. I like the fact that they use environmentally friendly bath products and they had the shiniest shower I have ever seen. The breakfast was good, well stocked and the lady working the kitchen did an amazing job keeping everything clean and stocked. They had a delicious batter for the waffles, cinnamon something, and they even had a sign that almond milk was available upon request, which I had never seen before. I like the fact that you can get hot cocoa when ever you want it or water for tea. I would highly recommend this hotel and this seasoned traveler would...