Hampton Inn Long Island/Islandia — Hotel in Town of Islip

We checked in on July 28 and checked out on August 6 in room 315. The front desk staff were very friendly, but not helpful in problem solving. Our entire stay was terrible. When we checked in we were told our room was ready. We went up to the room and we noticed immediately the beds didn’t look properly made. I pulled back the top cover and the sheets on both bed looked wrinkled and slept in. Upon further inspection, there were different sizes of hair in the bed. We informed housekeeping immediately and they changed the bedding for us. We dropped our bags and ran out, as we had dinner plans. When we returned and went to shower, we noticed the tub was never cleaned either. There was soap drip marks, yellow spots, mildew and again more hair. . .short hairs!! It was late, but we ran to Walmart and purchased our own cleaning products. I cleaned the entire bathroom. As I was cleaning the tub, I looked down at the floor and noticed more hair (different color and length than ours) in the corners of the bathroom. Also, noticed that the outside bowl of the toilet and base was dirty. My cleaning cloth was black from cleaning the floor. There was mildew and mold everywhere. I decided I should wipe down the surfaces in the room. Again, my cleaning wipes turned black. The drawers had crumps and greasy finger prints. This room was made to look clean, but was not thoroughly cleaned. I reported all of this to the front desk and asked to speak with a manager. I was told they were unavailable and would call me.

Day 2, I went down in the morning to talk to the manager. Again the manager was unavailable. Since I cleaned the room, I put a do not disturb sign on the door. I told housekeeping I did not want anyone coming into the room. After being out of the room the entire next day, we returned with the sign still on the door’s handle. We walked in and immediately noticed someone was in the room. All the trash was empty and beds remade. What really irritated me was that our room had two beds in it (both being used) that had different top covers and the top covers were switched on the beds. My family is clean but, I don’t want to use someone else’s covers or pillows.

Other issue I had was that we were given only 2 sets of towels for a room that sleeps 4. When I asked for 2 more sets the housekeeper lady told me we only get 2, not 4. So, my husband, myself and my parents have to share towels?! I did complain at the front desk and was given more towels by the front desk.

Day 4 our door would not close properly. Maintenance was quick in coming to repair it. The chief maintenance engineer was the only person that took the time to talk with me and rectify situations quickly. Again, I reported the issue to the front desk.

Still no call or conversation with the manager. When I inquired again, I was told that I needed to speak with the manager who was on duty when I checked in because no notes were made on our account.

Day 5 I started having breathing issues and coughing a lot. I smelled something in the air every time the AC kicked on. My dad suggested we have the AC air filters changed. We called maintenance and when he pulled the filter out it was black and completely clogged. He did clean it and replaced.

Day 6 the fire alarm went off in the hallway around 2am. I opened the door and it smelled like smoke. The alarm went off, so I called the front desk to see if we need to evacuate or was it a false alarm. They picked up the phone, but did not say hello. I could here people in the background, I said hello, still no answer and they hung up on me. I called back 2 more times and the phone just rang. My husband went out into the hall and someone who works in the hotel said to back into the room. Luckily all was good.

Upon checking out we asked to have our room compensated. We were told they couldn’t do that only a manager could. Guess what? When asked yet again to speak to a manager, we were told they weren’t available and they would call us. To this day, we have not heard back from anyone. We also gave them a second cell...

The online description for this hotel says free parking but that was not the case. We were charged $10/night which seemed odd as the parking lot is large and was nearly empty the night we stayed and we are Diamond members. Also, the a/c unit in room 106 did not dehimidify which made the room quite uncomfortable and affected our sleep negatively. The carpet was slightly damp in our room and so were all the soft surfaces, like the bedding. I don't know if this is the case for other rooms. The front desk clerk the afternoon we checked in was very very nice and the the woman who took care of the breakfast area was very thorough. The coffee was hot and tasty and the breakfast had a lot of variety but unfortunately had an institutional flavor, especially the fresh fruit which tasted of something else, vinegar? Citric acid? I don't know but it was offputting. Once I checked out I sat in the lobby to wait for my husband to pick me up. The lobby is nice, I had some reading to do, there were others in the lobby, some conducting business, including an interview. However, there was a REGIONAL MANAGER of some type in the center of the lobby in a conference call for over an hour who was talking at the top of his lungs and for most of the call I could hear the other people on the conference call until I got so frustrated about listening to some guy's personnel information (the man who is never home to see his family who is gone two weeks at a time, chuckle, chuckle - really?? This is funny?) I gave the regional manager a look and he turned his speaker phone off. Yet I still know all about: *All the problems cross the country (for sure heard about Atlantic City, Denver, Atlanta that I remember.) *Atlanta apparently has unions for elevator people but they are choosing a nonunion company which costs less but may need to hire a project manager to ensure things are done right. (Tim and Brian are to be updated on so many things I lost count. The regional manager literally had no answers to any of their questions and sounded like he was making excuses and promises to provide information "tomorrow". The more they asked him, the more answers he didn't have, the louder he got. I understand people take care of business in all sorts of public places...this guy was way way too loud AND HAD ACCESS TO OFFICES HERE IN THE HOTEL. Just unbelievable and so rude. After that long there was 5 minutes of quiet. Then another conference call started or the speaker phone was turned back on, not sure. As I'm sitting here I'm again listening to behind the scenes hotel business. Has this guy never heard of ear phones?...

Beware of this hotel scamming you. After checking out, I noticed a 500.00 dollar charge. I called and spoke to the assistant manager, Kaitlyn, and she stated that the charge was a smoking fee. She stated that the smoking sensory level in the room was high at 2:20 pm and based off the report they cannot issue a refund. At that time I was blow drying my hair followed by straightening my hair to get ready for a wedding. I am a non-smoker and I don’t vape. Nothing was damaged in the room and there was never any unusual smell of tobacco in the room. In addition, not once did an employee or manager came to the room for themselves to check for unusual smell or if everything was okay once they saw that the smoking sensory level was high. Both assistant manager Kaitlyn and manager Dean were very useless and dismissive. So now I have to go through a long process with my bank to dispute the charge because I refuse to have this hotel take 500 dollars for something that I didn’t do. I am currently in the military and have been serving for 6 years and have the upmost respect and integrity wherever I go. I do not recommend going to this hotel as this hotel has employees and managers that don’t go above and beyond their job.

Update: Still fighting this issue and it’s been 3 weeks. My issue was not resolved after contacting the guest liaison service due to your manager being reluctant and not understanding the situation. It’s an endless cycle of me explaining to them that I am a non-smoker and I was blowing drying my hair with my personal blow dryer that gives out smoke when blow drying from curly hair to straight hair. It’s an endless cycle of your manager saying that the smoking sensor is high tech and only detects tobacco or vapes. If you guys claim that smoking was involved, then show me based on the report, if the sensor detected nicotine, THC, or vape. If it showed that only smoke was detected, then you have a problem, because that was just smoke from my hair blow dryer. You need to add to your policy, that you get an alert from the smoking sensory, then an employee or a manager needs to come to the room and further address it. Had an employee come to the room, you would have a better understanding. You guys took more than half of my paycheck for something that I didn’t do, and your management team does not seem to care. My Hilton Guest Assistance Case # is 249927249. I stayed in room 217 on August 15th- 16th. I would like to schedule a 3-way call between myself, the guest liaison representative, and you as the owner. You guys are very shady and this is such fraudulent activity...