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Hampton Inn complaints

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612 Dickens Place NE
Concord, NC 28025 | Get Directions

(704) 793-9700

http://www.hilton.com

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Total Amount in Dispute:
$529.00

Total Amount Settled:
$529.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Hampton Inn closed in last 3 years.

Complaints	Type of response
1	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Hampton Inn

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9/25/2024

RESPONSE: Making a full refund, as the consumer requested Amount in Dispute: $528.85 Amount Settled: $528.85

Customer Complaint

8/30/2024

On May 24-27 2024 me and my daughter stayed at this hotel for the nascar race all other hotels sold out in the area from day 1 toliet overflowed almost every time we used it No housekeeping services the same sheets we on the bed when we checked in to the day we checked out garbage over flowing every night we had to go down to desk informed them our room wasn't cleaned my daughter almost fell in the shower bar wasn't secured staff was informed nothing was done I have made several attempts to call text email manager refuses to honor the 100 guarantee Resolution Sought Refund my money $528.85 and fix the issues with the room

Company Response

9/12/2024

Company states: We have spoken with the guest so many times over the last several months. She had called Hilton after she did not get the answer that she wanted at checkout. They checked in on May 24th 2024 and were set to depart on May 27th. That morning they told housekeeping that they planned on staying an extra night and the room was declined service at that time. They had only reported once that they had toilet issues and were left the plunger as so they would not have any more issues. At 2:30 PM on the 27th they came down stating that they changed their mind and were departing at that time. We informed them that it was too late to depart without a charge for the night. This is the only time she said anything about any other issues as they were going to have to pay for a night that they were not staying. She started screaming curse words and threatening staff. Finally she departed. Hilton gave her as you can see by the attached documents one night returned to them already. They stayed for a Race Weekend. They booked a room on a government rate not on government business, and this is fraudulently using the government rate. We will not be issuing any refund to this guest.

Customer Rebuttal

9/13/2024

Number one I never swear at them and I never threatening the staff those are out right lies Number two I have a military id so I have earned the right to receive the military rate at any hotel I stay at Number 3 the hotel has never returned any of my phone calls every time I call at different times day or night the manager is never in according to the persons answering the phone Number 4 every time we had an issue we made sure the person on duty knew about the issues we were having They need to be professional in this matter there sign states 100 satisfaction guaranteed and they have no right to accuse people of things that never happened I am a grown up and I never once raised my voice or threatened anyone at that hotel Number 5 we have a right to check out early there is no set rule that we were legal obligated to stay an addition night and according to Hiltons policy every guest is entitled to atleast clean towels also upon checkin I was never ask for the military proof to keep the military rate I don't appreciate them acussing me of fraud I would just like my money refunded back to my card and an apoligie for them making false clalims against me thanks

Company Final Response

9/25/2024

This is the last rebuttal we are doing, this guest is no longer welcome at the property and needs to stop calling. She was given money back from Hilton and this case is closed!

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