Complaintsforhampton inn baltimore bayview campus

• Initial Complaint

  05/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We arrived early on 5/22/22, it was aft 10:00 a.m. I called before our arrival to let the hotel know we would be arriving early. When we arrived the lady at the check-in desk stated that a room would not be available until noon, the gentleman at the front desk state we could check our bags and he would hold them until we can check in. We walked up the street to the diner on the corner and got something to eat. When we returned it a little after 11:00 a.m. and sat down in the chairs in front of the guest check-in station. The two ladies working the front desk did not acknowledge us or say anything for the almost hour we sat there in front of them. The gentleman walked up that check our bags and asked one of the ladies about how long it might be before we would be able to check-in. Finally after 12:00 p.m., the man indicated we could check-in. The girl that checked us in indicated I would have to provide an additional $100.00, I had a problem with this when I let her know that they already charged my credit call for the full payment of the room almost two month before our arrival and I chose the pay at property. On 5/25/22, I called the front desk before we left to go out that morning to request the room be cleaned. The girl I spoke with proceeded to tell me that they require 24 hrs. for room cleaning that the information in the bag we were given at check-in explained the procedure. I let her know that I was not aware of that requirement because we did not receive a bag at check-in. After we returned that day, I went down to the front desk and took dirty towels and got fresh towels, coffee, etc. We checked early (4:15 a.m) on 5/28/22 and I asked the gentleman at the front desk for a receipt and he stated he was doing audit and could not print a receipt. We waited out front for our Uber for almost 30 min. and the guy could see us waiting outside and I am certain that he finished his audit prior to our Uber arrive but he did bother to come to us.

  Business response

  07/17/2022

  Business Response /* (1000, 12, 2022/06/23) */ We always do our best to allow early check ins when our occupancy allows. Our check in time is at 4 pm. I understand that sometimes we do have early arrivals and if a room is not ready we try to take in their luggage so that they can enjoy the day while we work on their room. We did advise guest of a room that we could check them into around noon. We checked guests is at 12:13 pm. I apologize if we didn't acknowledge you while sitting down in our lobby at 11 am. Our team is always coordinating with housekeeping by radio and computer to try and get early check ins in when possible. The $100 deposit needed at check-in is for a security deposit. The amount is used towards any charges towards the room and is credited back to the account if no charges are posted to room. The reservation was booked with Priceline and details about the incidental hold (deposit) are listed on their website in the fine details. Deposit information is also listed on our website as well. The request for housekeeping service does need to be put in 24 hours before this is one of Hiltons new policy's due to Covid-19. I understand that a water bag was not given at check in with the information but we also do post the information in the room. During the overnight audit procedures the system goes through a process of closing the days numbers and it starts the process of running the reports. Also, because you booked your reservation with Priceline.com (3rd party) the receipt would have been sent to you at the time of booking you reservation. I'm sorry, we wouldn't have been able to provide you with a receipt because 3rd party reservations are pre-paid and when they send us the reservations all we see is your check in-/check-out details without any payment information. Please check your email for the receipt. If you are not able to locate it please reach out the Priceline for a copy.

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