Hampton Inn By Hilton

I have never been treated at a hotel the way I was just treated at the Hampton Inn Hampton-Newport News. The front desk worker, Makaya, was atrocious to work with. We arrived at 9pm after a long flight and checked in to our room only to find out that it was not the room that I had booked. Someone named Jaclyn had gone in and changed my room type without asking me or any notification. Ok, I can work with that. Just give us 2 rollaway beds and we will be good to go. Was told that is a fire hazard. Ok, no problem. Just give me a room with 2 beds. Not an option. Has everyone checked in? Makaya said they had. Everyone had checked in to every room at the hotel. Mind you, the parking lot was barely full. At 9pm. Well, Jacalyn changed my room, so change someone's room who hasn't checked in. Makaya wasn't doing that. Can I speak to a manager? No. Makaya is the only one here. Well, is my daughter supposed to sleep on the floor? Makaya said, well? WELL? I booked a room with a couch for a reason. Makaya wouldn't call a manager, wouldn't change my room, wouldn't give me a roll away bed, said she was the only one there and couldn't help other than to cancel my reservation and said I could just go find somewhere else to stay. She had an attitude the entire time and offered no solutions for YOUR HOTEL'S mistake. There is a huge basketball tourney in town and very few rooms are available. Makaya could not have cared less. She was rude the entire time. Tried to rush us off to get us out of her way. When I came back down to cancel the room with customer care on the phone, she helped someone else in front of me even after I asked her to hurry and cancel my room so I could use some of my points to book another room at a HIGHER RATE. I plan my summer out months in advance to lock in the best prices as we travel every week for basketball. I am currently in another hotel, paying more and staying further away from my venue and all of this had to be dealt with at 11pm at night. If I could give 0 stars, I would. And I am a Gold member. If Jaclyn was not giving me an upgrade, my room should never have been changed.

This place is horrible. Down the street from food places but the hotel just has a run down feel. Expect the fire alarm to go off atleast 2-3 times every night due to people smoking in their rooms. If you want peaceful rest, this is not the place for you.

Service was good We had 19 rooms Rooms were clean and great property 4 min ride to many places!!!

Maybe I am being picky or am spoiled; but after recent stays at Home2 Suites by Hilton and Tru by Hilton, I can honestly say this Hampton Inn is in serious need of a refresh. The hotel was reasonably clean, staff was polite and efficient, the bed was firm and pillows too soft. Water pressure in shower was good and the breakfast was standard Hilton fare, waffles, eggs, fruit, prime rib hash, oatmeal etc. My room was adjacent to Coliseum Dr., so there was noise; but not unbearable. There are shops and restaurants located nearby and you are right across the street from Sentara Careplex Hosptal. Room decor was dated, television small, room refrigerator was quiet, did not use microwave, air conditioning kept the room cool and the lobby had plenty of seating for breakfast. I would stay here again in a pinch but only for a night or two, price paid for the room was definitely not worth the money.

The staff was very welcoming and friendly. An hour after I checked in they gave us a follow up call to make sure our room was acceptable. The room was super clean and comfortable. I'm glad we stayed here.