Hampton Inn St. Louis/Fairview Heights

"I arrived at the hotel 02/19/2024 for a 2 night stay. The staff was non-sociable and room. I simply said hello to the black, thick hipped, cleaning girl in the hallway, I took my things up to the room. She looked right at me but didn't bother to speak or even acknowledge was there. The bath tub was clogged, the little coffee maker thing didn't work and I had to move the microwave to a different area so that I could warm up my food. The next morning as I exited the elevator on the 1st floor to get me some break fast, a black woman with dreads from the front desk was standing right there when the elevator door slid open. I kindly said, good morning as I stepped out and she said absolutely nothing in return. I said something about it to the black guy with the white whiskers in his beard. He said, oh, she real sick... She's not feeling good at all. So I asked, well why is she here at work, Being sick is no reason for being a bad host. As I was getting breakfast where there were no eggs because the delivery man didn't show up and mostly all the tables had crumbs and leftover in places where there were no people eating. The host came back to the hotel desk and held a full conversation with the guy that had just made excuses for her rudeness. And she still never said good morning. So I returned to my room to relax before I got dressed for the funeral I was in town to attend in the 1st place. I heard a key card at the door. The door opened and quickly closed after the black, big hipped cleaning saw that I was there. She never knocked, never said, oh I sorry or anything when she came in. I got up to see what was going on and she was standing at the elevator, never looking back or apologizing for barging in the room. This Hampton Inn was the most disappointing part of my entire stay in Fairview Heights, Il. They really need to be on the show, Undercover Boss so the owner can experience my level of disappointment!! Gerald Sanders of Rockford, Il."

"Before arrival we called ahead to make sure a fridge and a microwave would be available. Unfortunately when we arrived we were informed there were none available and we will get them the next day. Next day, checked back with the desk mid-afternoon and they still didn’t have any available. Our room was very dilapidated in that the carpet was not vacuumed and the door to the bathroom didn't properly shut and lock with cracks all along the doors. Found Oreo cookies pieces between the 2 queen beds and I stepped on a dropped pill."

"Upon arrival, I checked into my room (via the app) only to find the door lock was broken and “a known maintenance issue”. I was told the hotel was overbooked and I’d be receiving a refund. I advised that was not an option as I had driven 15 hours for a funeral and my family was at that hotel. After speaking with someone at Hilton customer service, I was told maintenance would be arriving “within five minutes” to fix the lock and I could “leave and just take all your stuff”. After about 15 minutes, I received a call from the front desk and was told maintenance could not return and I was moving rooms. I entered the new room and was immediately hit with the stench of moisture. The clothes hook was ripped off the wall and hanging, the toilet didn’t flush properly, the shower head was caked with dirt, mold, and pink goop. The tub didn’t drain and the floor was covered in debris. It was clear it had not been vacuumed. Black mold covered the shelves in the shower and there was no lotion provided. I called the front desk about the toilet and was told maintenance was not available. Our room keys did not work to get us into the pool and no pool towels were available. When provided towels; we received bath mats. When we asked for pillows/blanket for our sofa bed, were first told there were none due to the hotel being booked. We were then presented with the option “to take some from a room where people checked out early”. We asked if they were clean and were told “I do not know”. So the suggestion to use dirty linens was a hard pass. Breakfast on Sunday was less than stellar. “A truck didn’t arrive” so they had a few potatoes and a few eggs. Everyone who came down was told “that’s all we have”. While I understand things happen, there are solutions to issues like that. There was an intoxicated guest roaming the third floor trying to preach Jesus to guests. It was uncomfortable and felt unsafe. Children (teens) running up and down the halls screaming back and forth at all hours of night was justified as “they’re guests here”. After multiple attempts to get resolution, I was refunded one night of my stay after being promised a full refund. The general manager also noted “what you say happened” as if I’m lying about the issues at the hotel. The level of service at this hotel left much to be desired and is not at all in line with Hilton standards."

"I had an unusual experience during my stay, but it was made much better thanks to the exceptional customer service provided by Leeland and Roz. Despite some issues in the room, such as mold on the roof, a bad shower head, and no shower gel in the container, Leeland and Roz went above and beyond to ensure that every aspect of customer care was fulfilled. Although the room did not have a microwave due to theft issues, the staff's dedication to customer service made up for it. In the end, I would give the property a five-star review due to the outstanding staff and their commitment to customer satisfaction"

"I made a reservation for 2 nights last week. Upon arriving I was informed they were sold out. This despite having a reservation. Do you know how many rooms you have? How many guests? I can’t fathom overbooking a hotel. I asked the manager to call me and was told she would call me the next day. After waiting until lunch I called and was told she didn’t work that day and would be back Monday. I gave it til lunch on Monday and no call. I called and left a 3rd message. I was told she would call me back.. still no call. That’s highly disrespectful, highly unprofessional. This hotel doesn’t live up to the Hilton chain name. I would NOT stay here ever. I would NOT recommend. The way they treated a Hilton Gold member was shocking to me. Sorry Hilton.. you’ve lost a customer for life. I travel roughly 225-250 days out of the year. That’s a good deal of business. I was forced to sleep in my car because of this locations unprofessionalism and incompetence"