Hampton Inn & Suites Atlanta/Duluth/Gwinnett County

…just don’t stay here… Where do I even begin??? Checked in on the night of the 15th July 2024 for the second week of my vacation with my son for his 16th Birthday. Our stay was booked via booking.com to check out on Saturday 20th July 2024. The room smelt incredibly musty and so we were moved to a ‘newer’ room. Still musty but less than the first room - it was very late in the night so we decided to just get some rest. The next morning I headed down to reception to advise that we would be checking out as the hotel room was not worth what I paid for. Staff were polite and friendly enough and I was advised to speak with booking.com in the first instance to advise them. After about an hour of back and forth with booking.com it was made clear that my check out was agreed by the hotel - however stumbling block number one was that the refund would need to come from the hotel and this would take at least 3-5 days to come through. This meant that I would need to pay AGAIN for another room somewhere else - something I was not prepared to do. At this point I began to get frustrated and upset at the whole situation and the general manager stepped in to try and make things right by offering us a suite free of charge. She showed me the room and it was better than the previous two but still not worth the money in my view. Credit to the general manager for trying to make things right. My son tried to lighten the mood by saying that it was just a place to sleep and that we should just go out in the morning and come back at night for bed. I agreed - but was still disappointed at the experience so far. A couple of other issues rose over the next couple of days - housekeeping not coming back to tidy out room, two televisions not working, a drill bit found on the floor of the room and a leaking toilet….matters that I had to raise over the course of the Wednesday and Thursday. But the icing on the cake was Friday afternoon. Friday morning, I’d packed the majority of our stuff away and locked our cases but some of our personal belongings were still left out. We left at around midday to have lunch with friends and shortly after this my phone alerted me to an email from the hotel with a check out notification and final bill. I ignored it at first and then quickly read it again noting that the hotel had checked us out….A DAY EARLY…. Not only this but after speaking with the hotel I was informed that all of our belongings were in their back office!!!! I was mortified. My lunch with friends had to end abruptly as we heading down to the hotel to find out what was happening. A very pleasant member of staff expressed her shock and horror at what had happened noting that a colleague ‘Lester’ had changed our booking the night before and checked us out a day early but she didn’t know why. She added that in all of her years working in hotels she had never heard of guests belongings being removed from a room. I was furious - but polite and requested to speak with a senior manager. This manager was polite at first and then was a little rude whereby I had to remind her that the only reason I stayed at the hotel was due to the refund issue and how the timescale of this would not permit me to book another room. This manager then advised she would try and speak with another superior. This was unsuccessful and so she advised that she would refund one night stay in the meantime and that she would look into what happened and that she would ‘make it right.’ Well - a night was refunded but no-one has come back to me with a satisfactory explanation or a more appropriate gesture of compensation for this awful experience. I’ve called (from outside of the UK) and left a message and still no response. I’ll continue to call and send emails until I receive a satisfactory response.

Broken fixtures, Mold, cockroaches, rust, hair and dust Disappointed as Hampton Inn has always been our go to for a clean reliable hotel stay. This location is in need of repair and major cleaning. The staff was friendly, but the cleanliness is majorly lacking. If you have asthma like my family does do not go here. Our room had mold in several spots, rust on fixtures, dust and cockroaches. Our suite was a nice size but felt so dirty and in disrepair. Our tv remote had broken buttons and there were broken light fixtures and holes covered up badly on the walls. Old Coffee was left in our coffee machine and the oven was filthy. The bathroom had hair on the floors and we even found a fake eyelash attached to the table. The walls in the hotel hallways had stains and the elevator had finger prints all over the walls and tile missing. The pool appeared to be cloudy and greenish so we were afraid to swim and actually never saw anyone swimming in the pool during our two day visit. Very disappointed in this location and will not be back.

BUG INFESTATION Our suite is infested with unidentified bugs and no one is at the front desk or pickups up calls from Hilton Corporate or me. Plus the room is stained with unidentified fluids on walls, doors and curtains…. To make matters worse there are unauthorized charges on my credit card from Hilton… This is my worse stay ever at any hotel. What should I do, help????

Beware! Watch your credit card after staying here! I was charged on my credit card several days after my stay. I called to complain and was told “it’s just a hotel charge”. I filed a complaint with Hilton and with Hilton Honors. I was treated very rudely by the hotel “manager” named “Nyeema”. She actually hung up on me 15 seconds into our conversation. The breakfast area was a mess. A beat-up looking waffle batter dispenser had a hand-written piece of paper stuck to it saying “red velvet”. The counter top was a mess and the trash cans were disgusting even though two people were working the area. I will never stay here again.

Terribly rude staff From check in to early check out we were treated rudely by desk and kitchen staff. This culminated with a desk clerk threatening physical harm to me…I was asking kitchen lady for a creamer for my tepid coffee! This hotel is in decline including a long expired elevator safety certificate. I will never stay in this particular Hampton Inn. It is far below the chain standards. Maintenance is sloppy or non-existent. This hotel is very poorly managed. It’s really a shame.