I made the reservation for my elderly mother who can't stay at our home, since she uses a walker and can't use stairs. I made the reservation online and then confirmed with a phone call, asking to reserve the first floor accessible room. I was told at the time that the accessible rooms can't be reserved. Then, when I checked her in, I was told she could have it one night, but that she would have to move since it had been reserved! When I protested, the answer was, "Yes, we tried to fix the mistake, but we couldn't." She was offered an "accessible" room elsewhere. When we went to the room, we found out that there was a bathtub, not a walk-in shower. My mother couldn't shower for two days!
The following evening, I walked my mother back to her room and found out the the room hadn't been cleaned! Again, when I protested at the front desk, the response was, "Did you have the Do Not Disturb sign out? What's the room number? Where you in the room so nobody could get in? So, do you need towels?" Only after receiving the third degree was an apology offered. No offer was made to fix the problem.
After the reservation screw up, I called the manager and received an apology and an offer to get my mother's money back. Since I didn't want to upset m mother, I declined the offer. After the lack of room cleaning, I requested a call from the manager which I never received.
- Hampton Inn Newport News
- Newport News Hampton Inn
