ComplaintsforHampton Inn Amelia Island at Fernandina Beach

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife ******** and I booked a reservation with Hampton Inn and Suites at Fernandina Beach, Florida through ********** to stay 10/28-10/30/22. On Monday October 24th we contacted ********** to have the registration changed to a one night stay from 10/29 to 10/30. We spoke with a gentleman by the name of ******, who put us on hold to contact the hotel via phone. He came back on the line after 10 minutes or so, and said they confirmed our change and sent us an email to that effect. When we arrived for our stay we told the hotel what happened and they assured us it wouldn’t be two charges because they kept saying one was for pre-authorization and would fall off after we left. We kept checking our account and it never fell off. They charged us for two nights, and are now saying they didn’t speak with ******. Initially the hotel said we didn’t cancel in enough time, until we provided them with the email from ****** with ********** showing we did the change Monday of that week, now they are saying they lost out on a night they could’ve booked their room, so they aren’t giving us our money back. ********** is saying if the hotel doesn’t refund, they can’t do anything. They charged us 331.52 in error and now are saying they won’t give us our money back.

  Business response

  12/02/2022

  Good afternoon,

  This matter was resolved. The person who initiated the complaint did not give us time to respond.

  Customer response

  12/02/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: they have refunded our money  so I am fine with closing the complaint  however any suggestion that we didn’t give them time is false  we asked them to correct the issue during our stay and wouldn’t correct the issue for nearly a month until we got you all involved. They were also very rude to my wife because we got you all involved. Thank you for resolving our complaint to the better business bureau, but we will never visit their establishment again.

  Regards,

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

• Initial Complaint

  07/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We stayed here from 07/08 to 07/10. We paid 253 dollars a change per night. I had sand in my sheets all 3 nights. After realizing housekeeping was not washing the sheets I asked for my own sheets from the front desk and made my own bed. The bathroom floor is dirty the air conditioners are old, loud, and smell terrible. At 1 am after realizing I had sand in my bed which was causing me to itch. The front desk attendant "claimed" there were no extra pillow cases or comforters for me to replace on my bed but did give me new sheets. I didn't sleep well because the air conditioner keep abruptly waking me out of my sleep due to it's noise. While checking out my mom and I attempted to ask for 45 percent off our hotel stay but was only given 1 free night because we "stayed" in the room when in actuality we changed rooms 3 times during our stay. We refrained from eating breakfast because we didn't trust the cleanliness of the hotel. After coming home I noticed I had small bites on my feet and behind my legs. I believe this location has fleas. I am looking for a full refund for this stay especially since I came home with bites on my feet and legs. No photos of the bed with sand as you can't see it because the sheet are white.

  Business response

  08/04/2022

  Good Evening,
  
  I have attached my response to the complaint filed against us.
  
  If there is anything further, you need or I can do to assist you please let me know.
  
  Have a wonderful evening!
  

  
  

  Customer response

  08/04/2022

  Your Clean Stay policy sites all rooms are throughly cleaned before check in. However that was not the case as we found hair and sand in our beds. The bathroom of the first room was also uncleaned with stains around the tub drain. Additionaly, the air conditioner was blowing air with and oder and clearly has not been proper serviced in years.
  
  My stay was reported on social media sites to protect other consumers from your shady business practices and uncleanliness.
  
  I work to hard for my money and to travel and be subject to someone's poor upkeep of a building is not what I expected during my stay here. We saved up for this trip and paid cash and as a result could not move to another location as it would have taken time to be refunded. Your lack of empathy is also appalling.

  Business response

  08/09/2022

  Good Afternoon,

  There is nothing that will resolve this issue. The business worked with the guest and gave them 35% off their stay not the 45% they were looking for. The guest paid with a ********** not with cash. I have attached the documentation that will show where we refunded the guest a one night stay on each room and where a ********** was used to pay for the room not cash. Again there is not a resolution that will make both parties happy. We have apologized and provided 35% reimbursement for their experience. Again, if it was that bad they could have and should have left after the 1st day.

  Thank you.

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