Hampton Inn & Suites Manchester

I have been a Hilton Honors member for 20+ years and a Diamond member for the last eight. So needless to say, I am loyal to Hilton. But after my experience at the Manchester, TN Hampton, that may have to change. For this trip, my daughter had a travel credit with Delta Stays, so we used that to book a night at the Manchester Hampton. After a long day of travelling, we arrived very late in the evening to check in and were told by the desk manager that there was a problem with Delta Stays, so we would need to call them and cancel our stay (which was prepaid) and book directly with him (at a high price). No other offer to assist or at least let us get checked in while they worked it out with Delta Stays. Basically made it clear that it was not his problem. So we did call Delta Stays and they said everything looked good on their end including a successful authorization from the hotel. They offered to call the hotel to work it out, but apparently the desk manager didn't feel like picking up, so the call kept going to voicemail. Luckily for us, Delta Stays quickly called around and found us another hotel close by and moved our reservation over there, including paying the difference in price. So a big thumbs up to Delta stays for being so awesome. And also an even bigger thumbs up to Alex at the LX Hotel where we ended up staying for being so wonderful. For the owner of the Hampton, this desk manager really should not be the face of your hotel. For Hilton, I thought Diamond membership meant something, but apparently not. It may be time to rethink my loyalty to you.

We had a recent stay booked at the Hampton Inn in Manchester, TN. I'm a diamond member, and had booked the room on points. We had unexpected vehicle issues on our way to the hotel, and had to be towed to the nearest town, and were not able to make it to Manchester that night, and had to stay in a different town. I left a message for the manager when I knew that we weren't going to make it, and as of nearly 2 weeks later, I have still not received a call back. Not only that, but they billed my credit card for over $250.00 for the room that I had booked for free on points, and are refusing to offer any sort of refund. Great way to treat one of their "Diamond" members. I've contacted Hilton customer service twice now, and have also reached out to the hotel directly to try to resolve it before leaving the review. Now three weeks later, still no contact from the hotel, and they've done nothing to remedy the situation, neither has Hilton customer service. I'd steer clear of this property.

The front desk staff was not very welcoming, challenged a service that was on the website, Charge a very expensive pet fee, more than any other Hampton Inn &suites that we have stayed at, yet this location was in a small town.