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Business Profile

Hotel Reservation

Hampton inn cincinnati airport south

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Reservation.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/30/2024

    Type:Facilities Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I booked a reservation at the Hampton Inn Cincinnati Airport South for 2 rooms with two queen beds in January 2024. Itinerary #************** arriving July 25-28, 2024. Arrived at hotel after 5 hour drive to be told they had no record of the reservation. On July 24, 2024 I received a text message from the hotel to check in online and receive digital key which I showed the clerk who said yes that’s us but I don’t see a reservation and we are totally sold out. There is a big music festival this weekend which over 70,000 people attend every year and most hotels are sold out. The clerk was able to find us another Hampton Inn in an area my friends and I would not have chosen for ourselves and for an additional $853.26. We of course took the room because we needed a place to stay. When we arrived at the new location the clerk verified what we suspected the hotel gave our room away because it was booked through a third party, ******* via ****. This resulted in an additional expense that we had not anticipated to incur. The situation caused us unwarranted stress and money.

    Business Response

    Date: 08/13/2024

    First and foremost, I want to express our sincere empathy for the inconvenience and frustration you’ve experienced due to the reservation issue between the independently owned and managed Hampton Inn Cincinnati Airport and the third party reservations booking site - *******. It’s clear that this situation has caused you undue stress, and for that, we are truly sorry.
    We understand how important it is to have a seamless booking and stay, and it’s evident that the experience fell short in this instance. Please know that Hilton brand hotels are responsible for reservations made directly at hilton.com, and this ensures the accuracy and security of your booking details.  Our hotel never received your reservation information from *******.  Your complaint should be with ******* and not the hotel.
    Regarding the cost difference you’ve encountered, we kindly ask that you follow up with ******* for a refund, as they are responsible for the error made through their service.
    As a gesture of goodwill and to show our commitment to your satisfaction, our office would like to offer you a complimentary free night. This will be provided by means of a “Be My Guest” certificate, which can be utilized at any Hampton Inn worldwide in a standard room, with one year to utilize it. If you would like to accept this certificate, please let us know, and we will arrange for it to be issued to you.
    After a thorough review, we are confident that the hotel did not receive your reservation from *******. However, we are committed to improving our processes to prevent such occurrences in the future.
    Your feedback is invaluable, and we are taking steps to address the communication and procedural gaps that have been highlighted by your experience. We hope that the “Be My Guest” certificate can be a step towards restoring your faith in Hilton and our dedication to guest satisfaction.
    Thank you for reaching out to us, and we hope to welcome you back under better circumstances. 
    Best regards

    Customer Answer

    Date: 08/22/2024

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

    Their offer of good faith was only extended to me and not the other three individuals who were negatively impacted by this experience and incurred additional cost.  So no, this in no way is an offer of good faith.  

    Regards,



    ****** *****

Hampton inn cincinnati airport south is NOT a BBB Accredited Business.

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