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Compass387168
Pickering, Canada

No compassion

1.0 of 5 bubblesReviewed Aug 7, 2022
Accidently booked hotel for Friday and Saturday instead of Saturday and Sunday. But we arrived at 5:30 am on the Saturday and instead of telling me that the hotel was booked, if they had actually looked at my reservation they would have been able to note my mistake then and let us in the room, but they made us wait until after noon to check in and thats when they noticed my mistake. No compassion, marked me as a no show and then I had to pay for a third night - they gave me discount of $60.00. Really disappointed especially because we drove all night and had they looked at their system we could have gotten into our room at 5:30 instead of sleeping in the car until the afternoon and then totally not taking any responsibility.
Date of stay: July 2022
1.0 of 5 bubblesValue
3.0 of 5 bubblesRooms
4.0 of 5 bubblesLocation
2.0 of 5 bubblesCleanliness
1.0 of 5 bubblesService
3.0 of 5 bubblesSleep Quality
Review collected in partnership with Hampton
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
George Engel, Guest Services / Front Office at Hampton Inn & Suites by Hilton Saint John, responded to this review
Responded Sep 22, 2022
Thank you for staying with us. You are correct this was completely a human oversight. As mentioned to you recently you were not charged for your room as a show of apology. We are truly sorry for all the time wasted.

Safe Travels
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviewed August 4, 2022 via mobile

Room are beyond tired. I was show. 6 rooms until they could find one that was either cleaned or didn’t have dripping faucets or too much mold in shower. 5 nights and our room was not cleaned once. No new towels, no supplies and no garbage removal. 5 nights!!!!!! Everyone on our floor just tossed their garbage out their door into the hallway. We had to go to front desk and ask for towels and no one would remove old ones, they sat in the hallway for days! This hotel should be ashamed to call itself a Hampton! Whatever you pay, it’s too much! Not even the manager had the decency to approach us other than to send a text saying they would move us, again!

Date of stay: August 2022
Trip type: Travelled with family
1  Thank ruthdToronto
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
George Engel, General Manager at Hampton Inn & Suites by Hilton Saint John, responded to this reviewResponded August 5, 2022

Thank you for staying with us. We are truly sorry about your experience. We pride ourselves in our cleanliness and disappointed in your feedback. We will review our protocols so this does not happen again. Our hotel does not enter guests rooms until they depart. Only if guests specifically request service will we enter your room. Guests are informed through posters and letters through out the hotel. Guests are not yet comfortable with staff entering rooms and when they are Hiltons policy will change.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed July 30, 2022

We decided to go for a night on the town and stay in the king studio suite with whirlpool jacuzzi. The room was not cleaned, we found pills and old food on the floor. Stains on the desks and counters. Most wall lights didn’t work. The TV nonstop came in and out of signal. Hotel is noisy with practically no sound barrier in the walls. I wouldn’t pay the $360 a night ever again here.

Date of stay: July 2022
Trip type: Travelled as a couple
Thank niclav7696
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
George Engel, General Manager at Hampton Inn & Suites by Hilton Saint John, responded to this reviewResponded August 5, 2022

Thank you for staying with us. We are sorry that we did not meet your expectations. We make no excuses but will promise to do better. Finding items from a previous guest in the room is unacceptable. We will review our protocols with our teams.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed February 9, 2022

Wonderful place to stay, most amenities within 5 min by car , rooms spacious clean and well kept , continental breakfast amazing every day. Staff extremely courteous friendly & helpful. We will definitely stay there for our next trip.

Date of stay: January 2022
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hampton
Thank debbieristo
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Sandeep Ghosh, Owner at Hampton Inn & Suites by Hilton Saint John, responded to this reviewResponded March 27, 2022

Hello Debbie, Thank you for staying with us. We are pleased you enjoyed your stay and thank you for recognizing the team. We cannot wait to welcome you back.

Regards,
George Engel

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Reviewed February 5, 2022

I usually love the Hampton Inn but this time a beg bug was found in one of the beds. I am horrified that now myself and 3 friends have to worry about bed bugs finding their way to our homes. Yuck . Front desk was made aware and gave us 50% off but now I don't know if I can go back. Its too bad the hotel in general was fine. I will have the hibbie jibbies for weeks now.

Date of stay: February 2022
    • Rooms
    • Service
2  Thank cookandden
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
George Engel, Guest Services / Front Office at Hampton Inn & Suites by Hilton Saint John, responded to this reviewResponded March 27, 2022

Thank you for giving us feedback. We take cleanliness seriously. If any sort of bug is found we find out what kind it is. If an actual bed bug is confirmed. We close the room and call in specialists to detect and exterminate. We also block all surrounding rooms for inspection. This process exists like in every hotel.

We can assure you are hotel is safe and always ready to welcome guests.

Regards
George Engel

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Reviewed January 14, 2022

Trash bags left in the hallway over a day in multiple locations. Had to check in twice. Hotel staff working in the morning preparing breakfast with no mask on. Every time I go to this hotel it’s always something new.

Date of stay: January 2022
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hampton
1  Thank carpentir
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
George Engel, Guest Services / Front Office at Hampton Inn & Suites by Hilton Saint John, responded to this reviewResponded March 27, 2022

Thank you for your feedback. We will use all information to improve and innovate our service. We apologize if we did not meet your expectations but can assure you we are always striving to do our best.

Regards,
George Engel

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