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Business Profile

Hotels

Hampton Inn & Suites Providence/Smithfield

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Hampton Inn & Suites Providence/Smithfield's headquarters and its corporate-owned locations. To view all corporate locations, see

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Hampton Inn & Suites Providence/Smithfield has 3 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    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 type

    • Initial Complaint

      Date:07/27/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      My family of 5 had a reservation for the weekend of 7/22 at the Hampton Inn and Suites **********/Smithfield location. We double checked that all rooms say "sleeps 5" as we have 3 children. I called Friday the 22nd to let the front desk know that we would be checking in late and to check on sleeping accomodations for my youngest child (8yrs old). We assumed it was going to be a couch or a rollaway bed. I was informed on the phone that the rooms do not sleep 5, it is 2 beds only, ****** expects 3 kids to sleep to a bed and that a rollaway bed is against the law in ** for fire hazard concerns. The front desk attendant let me know that this is a CONSTANT problem for them and that ****** has advertised things that they just cannot accommodate. While trying to find a bigger room within the Hilton family I was also screamed at by the manager at the Home2suites ********** - but I will try and have that addressed elsewhere! We could not find a new room and my son had to sleep ON THE ***** OF A HOTEL. I have reached out to ****** and gotten no response.

      Business Response

      Date: 08/25/2022

      Thank you for bringing the concern to our attention.

      We have had numerous conversations with the guests, with ****** and the guest opened up 2 GA files with ****** as well as multiple social media responses. 

      We have addressed the guest and spoken on our stance multiple times.

      We now have spoken to Hilton escalations ***** involved.

       

      The guest reserved a room with 2 queen ***** She explains that the website says it sleeps 5.  We explained the misunderstanding: The room can sleep up to 5 persons meaning the maximum the room is allowed to have in it is 5 persons. The room itself very clearly states 2 queen *****  That is what she reserved.  We offered her rollaway cot, additional bedding and another room etc. There was nothing more we could do. She was dead set on having her child sleep on the floor. I am sorry this was brought to your attention here but I believe this is another effort to attempt to retrieve compensation. 

      Customer Answer

      Date: 08/29/2022

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      Thank you for showing me the response from the business. 
      I have contacted the ******************* as that email was incorrect. 
      I was denied a cot for my child. 
      But, they claim my calls are recorded so I can just ask to have them reviewed. 
      This is about more than a cot now. I am appalled by their response. 

      Thank you for your help 

      Megan  

      Business Response

      Date: 08/29/2022

      We are so sorry to hear that you disagree with our stance, and I apologize that we cannot come to a proper conclusion we both agree on. We understand you will continue to do whatever you feel is necessary to resolve and wish you the best. 

    Hampton Inn & Suites Providence/Smithfield is NOT a BBB Accredited Business.

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