Hampton Inn Tuscaloosa-East — Hotel in Tuscaloosa

A couple of weeks ago; my mom, a family friend, and I took a trip to Mississippi. On the return trip home, we had been up since early in the morning on July 19, so in the very early morning of July 20 (we arrived around 1:30 am), we chose to stop and find a hotel for a few hours' sleep before continuing our journey home. We chose to book a room at Hampton Inn Tuscaloosa-East.||Searcy, the night shift lady at the front desk, was very friendly and helpful! And she accommodated our room request. The room she assigned us to, room 220, was in a perfect location near the elevator. And she acknowledged my status as a Hilton Honors Rewards Member and gave us each a bottled water. After we had gotten settled in the room, she sent me a text asking how we were doing and if we needed anything! ||However, every staff member we met were nice and helpful as well!||After getting the luggage cart unloaded, we decided to explore the hotel and grab a cup of coffee before heading back to the room. The coffee station was well stocked, and the hotel was clean and looked nice. And the coffee had a great variety of sweetener and creamer options. The coffee was delicious.||Our room was very nice and clean with interesting shelves. This is the first hotel I have seen them instead of a standard dresser drawer. It was a nice and unique feature. And we were glad the room had a minifridge so we could keep our drinks cold. The beds were comfortable. We rested very well and got a great few hours' sleep.||The room (220) was clean, a nice size, the water temperature and water pressure were perfect, and looked nice.||The breakfast buffet had a great variety of options. Mom and our friend loved the sausage. It was pork sausage instead of turkey sausage, which was a very welcome surprise. The food was delicious!||We had a great stay at Hampton Inn Tuscaloosa-East! We would recommend to anyone, and we would...

Our hotel experience here was awful. Staff are rude and unhelpful, and in addition to that they embarrass you in front of other guests. We stayed here one night and after booking off a 3rd party website we needed to dispute extra charges that had been added to our account unnecessarily. When we approached the hotel and told them this they said there was nothing they could do & they proceeded to charge us money we had already been charged. The next morning when we explained all this to the manager and asked for documentation we needed(who I think was called Erin)she was very rude and said she could not help us further and would not give us the necessary documents. I phoned again today asking for the documents we needed, and once again she was very rude. I found the whole experience very upsetting and just downright awful. I stay with Hampton all the time and have never encountered this. I phoned the corporate office today(who were very helpful and nice)and explained what had happened. They were very upset and proceeded to open an inquiry as to why we were treated this way. They also organised the necessary paperwork we needed in order for us to get the refund we needed after being very overcharged. They were completely helpful where the hotel had just gone out of their way not to help us. They even went out of their way to help us on our next booking. If you have a complaint with Hampton I would suggest phoning the corporate office and bypassing the actual hotel, they are much nicer and way...

This is the email I sent to corporate this morning: I'm highly dis-pleased with your Tuscaloosa-East location. We pulled into the hotel at 3:15am on 8/29/15. The door was locked but after several minutes of hitting the intercom button your associate, Jennifer Hall came to the desk and opened the door. She asked me if she could help me and I told her "Yes ma'am, I need a room." She asked what date I wanted the reservation for to which I re-stated, "I need a room for tonight." She said, "We're booked up. We don't have any rooms available." I had noticed the parking lot was about 20% full and so I asked, "Are you seriously trying to tell me that you have no rooms available?" She stammered around for a moment then said, "We just finished doing the night audit. We're not accepting any more reservations until tomorrow." Realizing what she was doing, I left. The following morning I called back and spoke with Anna McCullers, who identified herself as the hotel manager. I told her the above story to which she gave a brief apology, gave me an excuse that it was Ms. Hall's first night and said she would talk with Jennifer about it.

Is this how your company does business? Is this acceptable conduct, to lie to customers, and not take their money? My multiple online reviews await your reply. Have a...