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Business Profile

Hotels

Hampton Inn - Ooltewah

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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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  • Initial Complaint

    Date:06/05/2023

    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 and I stayed at the Hampton Inn in Ooltewah, TN, on the night of 6/3 and stayed in a room that was absolutely dirty and in need of a deep cleaning. The brown pullout sofa had so much dust and dust bunnies on it that the couch looked more grey than it did brown. In addition to the room being filthy, the television did not work and the desk lamp flickered when turned on. For over two hundred dollars a night for a regular room, I expect more out of Hampton Inn. We could have stayed at a fleabag motel at a fraction of the cost and had the same experience.

    Business Response

    Date: 06/27/2023

    Thank you for sharing your feedback regarding your recent stay at the Hampton Inn in Ooltewah, TN. I would like to extend my sincerest apologies for the disappointment and inconvenience you experienced during your visit. We take our guests' feedback seriously and strive to provide exceptional service, so I regret that we fell short of meeting your expectations on this occasion.


    First and foremost, I apologize for the condition of your room. It is unacceptable that the cleanliness standards were not met, and I assure you that we will address this issue with our housekeeping team immediately to ensure it does not happen again. We appreciate you bringing it to our attention. Regarding the television and desk lamp issues, I apologize for the inconvenience caused. Technical malfunctions can occur, but we should have promptly resolved these issues for you. I apologize for the oversight, and we will investigate these matters to prevent similar occurrences in the future. We understand your frustration with the overall value for the price paid. It is our aim to provide comfortable accommodations and a pleasant experience at a competitive rate. We appreciate your feedback in this regard and will review our pricing and services to ensure that they align with our guests' expectations. We value your patronage and would like to make it right. I will be sending over an updated receipt to the email address on file. 


    Once again, I apologize for the inconveniences you encountered during your stay. Your feedback is invaluable to us, and we appreciate you bringing these matters to our attention. We hope to have the chance to restore your faith in our hotel and provide you with a superior experience in the future.


    Warm regards,

    ******* *********

    General Manager

    Hampton Inn, Ooltewah, TN

    Customer Answer

    Date: 06/28/2023

     

    Complaint: ********



    I am rejecting this response because: I paid $240.15 for one night of lodging in a dirty room with multiple issues. My family and I appreciate the sincere apology from the manager but, a refund is in order. 



    Sincerely,



    ******* ****

Hampton Inn - Ooltewah is NOT a BBB Accredited Business.

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