Hampton Inn
Complaint 11689 Details

I first checked into the Hampton Inn Fayetteville Georgia and my reservations where miscommunicated by AAA and I was informed they were booked for the weekend because of a conference therefore did not have any rooms with double beds except smoking -but she did offer me a cot. Since I was in town from Albuquerque New Mexico with family for my sisters wedding - I needed the size room that I booked through AAA two double beds - I asked Daniel could I check the smoking rooms to see if I could tolerate the fumes, but as I informed her I had asthma and I was in cancer remission the fumes were too strong. Daniel informed me that they could walk me over to another hotel then referred me 9 miles down a dark and wet road at 9:00pm in a town I did not know anything about for the two nights. The deal was I pay Hampton Inn Fayetteville and they would pay Hampton Inn Peachtree. Once I got to the Peachtree Hampton Inn I could see right away that it was a lesser quality hotel (they even had a model up of their restructuring plan) As I checked into the room I complained to the young lady at the front dest about the issues I was having with the other hotel and how I could not believe they sent me to this hotel that looked like a motel 8- she informed me the Hampton Inn backed their rooms with 100 percent money back gurantee if you are not statisfied for any reason, but I would have to take it up with the other hotel because they were paying for my stay there. I went on and checked into the hotel by giving the young lady my paperwork from the Hampton Inn Fayetteville- not one time did I ever give Peachtree my credit card information. When I went to the room it smelled like smoke - not as bad as the Hampton Inn Fayetteville but it smelled like smoke! I told her I was tired and just could not move one more time tonight - that I would just take my medication and would like to be moved to another room the next day. The young lady told me to come down and she could give me some spray and so I did. After spraying the room I went to take my shower and I noticed the water was not going down in the tub - I tried to take the quickest shower I could but the water was rising more and more until it reached my ankles - it was very yucky and I almost fell a few times because my shower shoes got stuck to the bottom of the tuv. Finally I got out of the shower and finished my washing at the sink. I was furious! I called back downstairs and at that point I insisted that I not have to pay for such treatment especially since their policiy was 100% gurantee for ANY REASON! She again informed me that I had to call the other hotel because I did not owe them money I owed the Hampton Inn Fayetteville! So I called and spoke with David who claimed to be the Manager - and he informed me that they could give me the money back for that particular night which was June 24 2011 but I would have to come back to their establishment to get the other night! I informed him that I was told by Daniel that the hotel was booked and I could not be inconvenienced any longer! I was in town for a wedding and I just had to come 9 miles outside of my destination and I could not understand why all of a sudden they have availabilities - that it would be unfair to me to make another transition on the day of my sisters wedding! He then informed me that I would have to call back the next day and speak with Mary Lynn the General Manager. So I did infact call her and she became rude and told me that since AAA made the mistake they should cover 1/2 the cost and she would call them and then call me back. She did infact do that and called me back and stated they were going to have to investigate the phone call and as she went on and on - I got upset at the fact that she was ignoring her policy of 100% gurantee for ANY REASON! I believed my reasons to be justified and started to feel discriminated against! And I had no idea why I was not being spoken to with any respect! As if my patronage was not of value to the Hampton Inn Fayetteville so I let her know how I felt and told her I feel as if Im being harrassed because Im sure she did not speak to other customers of a different stature like this so I asked her not to called me until things were settled! I called AAA asked them to reveiw the tape that day and Sean stated there was a communication issue and that AAA would assume 1/2 of the responsibility and send me a check but as I expressed to him my issues was after the miscommunication took place how I have been handled. Not one time was I treated like I was an important customer! As I discovered through the Hampton Inn Peachtree Daniel could have walked me over to another hotel in the area and as I stated she could have looked to see if a suite was available and there is the question of why after 1 hour later was there available rooms? On July 5 I believe was the date I noticed that the 187.00 that the Hampton Inn Fayetteville charged my card feel off - so I contacted AAA to inform them that they did not have to send me the check that Mary Lynn finally gave me my 100% gurantee. Shortly thereafter I got a call from Mary Lynn General Manager of Hampton Inn Fayetteville and she said not we charged you and I said who charged me she said both Hotels - I said what happen to my 100% gurantee and she acted as if I had never spoken to her about it and then I asked her how did the othe hotel get my credit card information and she stated that she gave it to them. I told her that sound very illegal because I have a statement from the other hotel that says to be paid by Hampton Inn Fayetteville I have two complaints one for your hote and one for the other and then I itirated complaints stated above. She then said oh well let me contact the General Manager of the Hampton Inn Peachtree Jack Tindall and I will call you back. Mary Lynn never called me again but she did remove the charge of $88.34 I believe was the amount and Peachtree illegally charged me $88.48. I tried to contact the General Manager but he would not return my calls until I informed his staff that I wanted to file a complaint with corporate which they then informed that they were independent and I informed them that I believed they were a franchise because they had the same policiy so I wanted their corporate number - I was then transferred to Jack Tindalls voicemail ( I could be incorrect about the spelling of his name) So I called again and was giving customer service phone number where I filed a complaint. After informing the specialist of the correct amount $88.48 apposed to $179 -I was informed that I would receive a check within 10 days but I have yet to receive a check moreover an appology from either hotel General Managers and I believe this is highly inappropriated! I did send an email to the second person who investigated the complaint to let her know since I was getting a check from them I would send the AAA check back to them if I received it. I had already started a dispute with my credit card company - in which I called them to inform them that we settled the dispute. As of now I am in limbo! Really all I wanted was to be treated like a valued customer instead I was treated like unwelcomed! And to think Hampton Inn was my favorite Hotel for the past 10 years and from one-(1) experience in the Dirty South I will never and I will influence other never to stay at one again - I curse the extablishment in the name of Jesus!