Hampton Inn & Suites Wilmington/Wrightsville Beach — Hotel in Wilmington

First it was wonderful, we got greeted, the front desk staff was welcoming and helpful, but as soon as we entered the third floor, it was like a construction site.

So after getting in our new room, it was very humid and hot. We figured they were cleaning all the rooms because of COVID-19, that is why all the furniture was in the hall, and that there was so many people in the rooms/hall that's why it was so hot. After sitting in our rooms and unpacking we started to notice a distinct smoke smell, and since i have asthma, it started to get a little harder to breathe. We figured with turning the thermostat down in the room it would be fine. So, we left for the beach and dinner. Upon returning there was open doors to rooms, and dirt all over the floors, and still people in and out cleaning. We then realized it was not staff members cleaning, so we asked what happened. They said there had been a fire yesterday. A fire? I called yesterday about our rooms, why were we not made aware there was a fire? Why when we checked in did the front desk not make us aware that there was a fire and the next few days would be a mess in our hall. The next day, they put what looked like large fans and humidifiers all down the hall. They were extremely loud, so loud you could not hear the person next to you talking. The carpet was SOPPING wet, i'm assuming that was what the fans were for, and there was soot all over the baseboards. Why was anyone even allowed to stay on this floor??? I know accidents happen, and with it being June they were probably fully booked. I understand, but why were we not made aware that this was going to be apart of our stay since there was a fire. Not only that, you think with a hotel such as the Hampton Inn they would have some customer service. Any other hotel when there is an inconvenience this large, they offer you maybe a few complimentary drinks at the bar, or a snack bar credit, have the manager come explain/apologize something?? It was almost like they were trying to keep the fact that there was a fire a secret. I should not have to reach out to the hotel for an explanation.

From there it only got worse. We got no sleep because of how loud the fans were outside the doors, plus our AC in our room, the hall continued to stay humid and the floor wet until the day we left. One day 2, we called for housekeeping before we left for the beach. We got back from the beach late, housekeeping had not been there. So i call again that night to request fresh towels and housekeeping for tomorrow. No one showed up with towels after an hour, we ended up finding a vacant cleaning cart in the hall and taking 2 towels off of it. The next day we leave, we get back and no housekeeping AGAIN, even though we scheduled it for a specific time. So the next morning (this is now day 3) we have requested and not got housekeeping. I call downstairs to tell the person what has been happening, and he brings us some fresh towels immediately and schedules housekeeping. This was less of a 3-star hotel and more of a 2-star hotel in my eyes. I booked Hampton knowing that the hotels are usually clean, the customer service is great, and the staff is friendly. NONE of those were true at this stay. I will never stay at that hotel again. Might as well stay at the Red Roof Inn, they are cleaner and have better customer service, and...

I stayed at this hotel for work a trip. Prior to me arriving, my manager booked my stay and at the time of the booking he stated that the stay should be completely charged on his credit card. The Hampton Inn employee stated because we are with a group, the security deposit would be $15 per day and I was aware that a charge would be on my personal credit card, which was fine . When I checked in, the lady at the desk said she would charge for the security deposit. I was staying for 3 nights , so there should have been a charge of $45. Once I got to my room, I checked my account and saw there was a $500 charge on my account . I went back down to the front desk and calmly said to the lady, I am just looking for clarity on why my card was charge this amount when that’s not the agreement that was told by phone. I was immediately met with hostility and was told “I’m not going to argue with you, you can talk to the manger.” The manager Sheeri Hightower came out and she was just as rude. She was very dismissive and told me no credit card was on file for my reservation and that’s why I was charged. That was a complete lie , because you can’t even book a reservation without a credit card and if that was the case, why wasn’t that mentioned when I checked in??! So, I went back to my room. As I walked away, I heard Sheeri Hightower and her employee laughing at me as I walked away(Nice way to make your guest feel welcomed.)To make a long story short, I had my manager email over his credit card info so he could cover the reservation. My manager called me and told me he talked to the front desk and it should be handled. Instead of the hotel manager calling me to tell me the issue was resolved and my credit card would be refunded, I heard nothing from them. So I stopped by the front desk again, Just to confirm they received my managers credit card and that it would be refunded . Again, I was met with an attitude and was talked to In a condescending tone. The following day, I was at the bar by the pool and the manager Sheeri Hightower walked behind the bar, looked dead at me and didn’t speak . She turned her back to me and ate a hamburger behind the bar and never acknowledged me. Once she was done, she walked away. The Hampton Inn needs to take a better look at the type of people they are hiring . I have been a customer service manager for 15 years and I would never be this rude to a customer. When my company has another convention, I will recommend they find another hotel. I will never...

I just had a long weekend here with my boyfriend and check in there wasn't any problems. We checked in, the lobby is very nice no problems there. We arrived into the room started unpacking and I heard a cricket In the room. We heard it several times throughout the night, in the morning we told the front desk they said they said they would have the maintenance man come and spray and move us rooms. Well... we never moved rooms we never knew if the maintenance man showed up at all. We never saw or heard the cricket again though. Well Sunday afternoon when we got back from activities I was relaxing in the bed and I saw something in the mirror and I turned around and it was a cockroach... on the wall in the bedroom I had slept the past 2 nights.... So of course we called the front desk and we got "oh they are native to this area and they aren't the bad ones." And things like that finally we changed rooms at 11 pm. This room was much nicer by standard it didn't have a musty smell like the other room and it just appeared much cleaner. Well we were checking out in the morning they slipped the bill under the door and it was all full price. I go down to the front desk and say "do we not get a discount for having to move rooms in the middle of the night because there was a cockroach in our room?" The lady said I don't know I didn't handle that situation did the guy last night said you could get one? I said no he said he was busy with something else and just gave use room keys to another room and said nothing else, we didn't even have time to talk to home about it.... so then she proceeded to tell me how they were native to the area and such and I said listen I don't care how native they are there are native bugs where I am from and I don't want them in my house and if I ran a hotel my standards would be a little higher... finally she took some off the bill but I didn't appreciate having to argue when there were bugs in your hotel room. I will never stay at this hotel again I do plan on returning to wrightsville beach but staying at a...