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.

Giving this place 5 stars because of the staff! The staff was so nice accommodating. I first met Ricky who checked me in and changed my reservation so that I could be on the same floor as my family. Came here for a party, our first time in Virginia. We were welcomed with hot coffee, water snacks so sweet! We were woken up a at about 1:30am to a fire alarm going off the hotel being evacuated because someone was smoking in a room. That was so scary, (a first for me my entire family). We didn't know at the time that it was because someone was smoking but we did learn it afterwards and also learned that the people were asked to leave. It was hard for everyone to go back to sleep but we eventually did. Woke up the next day to a nice breakfast a friendly checkout. I would definitely book this hotel again. Thank you!

Spent four nights there and not once were my towels changed, bed made or baskets emptied. We were gone during each day and expected to see that housekeeping had arrived. On the last night of return when there were no clean towels and the baskets were full had to go to the front desk to receive towels and have someone come to the room to empty the baskets. We were told that you have to ask for your room to be cleaned or towels replaced even though it clearly stated on a sticker afixed to the bathroom mirror the rooms are cleaned every other day. One more problem, if you don't get to breakfast early enough they run out and don't replenish even when they're still open. I don't know of any other hotel that charged almost $200 per night that states you have to go to the front desk if you want your room cleaned.

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.

After 4 hours drive I finally checkin Hotel lobby and elevator is very clean right of the back. Room was perfect and cozy. Great sleep for a big day