• Report: #104412

Complaint Review: Hampton Inn Landfall Park

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  • Submitted: Thu, August 19, 2004
  • Updated: Tue, June 24, 2008

  • Reported By:Raleigh North Carolina
Hampton Inn Landfall Park
1989 Eastwood Road Wilmington, North Carolina U.S.A.
  • Phone: 910-256-9600
  • Web:
  • Category: Hotel

Hampton Inn Landfall Park Ripoff False Advertising Horrible Service, No Response to Complaints, Does NOT Uphold Their Own Policies, Does NOT Care About Customer Satisfaction Wilmington North Carolina

*Consumer Comment: Too many inconsistencies in tthis complaint

*Consumer Suggestion: Fireplace Issue

*UPDATE Employee: Guest Assistance

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Below is a letter we sent to the General Manager of the Hampton Inn Landfall Park Hotel, regarding our dissatisfaction with our stay. To date, we have not received any response at all from the General Manager or anyone else at the hotel. This hotel supposedly has a "Satisfaction Guarantee" and advertises itself as "Award Winning" and "Service is our ultimate amenity." It is clear to me that in addition to false advertising, this hotel is only out for people's money, and could not care less about guest satisfaction. We encourage you to read our letter below, and to keep this experience in mind when choosing a hotel in the Wilmington area. There are many, many other choices out there, and NONE have ever been worse than this one. Our letter follows ...


General Manager
Landfall Park Hampton Inn & Suites
1989 Eastwood Road
Wilmington, NC 28403

Dear Sir or Madam:

I am writing in regards to our recent experience with your hotel. In early March, we had met with your sales department and reserved a block of rooms for our wedding guests from July 17 to July 21. Hearing nothing but fabulous things about your hotel, we felt confident that we had selected a nice place for our out-of-state guests to stay. Unfortunately, however, our actual experience was quite negative.

When we arrived on Friday, July 17, we paid an additional fee to be upgraded to a suite with a fireplace and whirlpool tub (room 300). The fireplace was not operational until maintenance came by on Saturday morning to fix it, and so we were not able to use it for half of our stay. Some of the jets on the whirlpool tub were also not functioning properly, and when we turned the knobs in an attempt to get the jets working again, the knobs fell off into the water.

Overall, our suite was quite dirty. It was obvious that our bathtub had not been cleaned in some time, and certainly not before our arrival. Also, there was a great deal of mildew forming on the showerhead and whirlpool jets, and the caulking around the tub was peeling off. The kitchen was also unclean. We noticed dried food stuck all over the bottom of the breakfast bar area, as well as on the floor between the refrigerator and countertop. Also we found dirt and hair on the inside of the refrigerator.

Despite these maintenance issues, we remained hopeful that your hotel's fine service would more than make up for everything. After all, your literature boasts that service is your ultimate amenity. The first evening, we visited the bar in the lobby to relax with friends, and Jean was our bartender. Jean treated us as though we were bothering her, and making drinks for us was a major inconvenience. Every drink order was greeted with a sigh, and Jean prepared the drinks in small plastic cups so as to not have to bother washing any glassware that evening. When we requested some snack mix that we noticed behind the counter, Jean would not let us have any, and our only option was to buy our own snack mix from your sundry shop.

Still confident that good service existed in your establishment, I encouraged my aunt and uncle to take their small daughter to the pool, but they had to quickly leave due to rowdy teenagers throwing rocks and other items into the pool near where they were trying to swim. When reporting this to the front desk, no one asked the perpetrators to leave, and so my family was unable to use your pool area for their own safety.

On Saturday, July 18, your hotel staff listed our event on the sign in the lobby to welcome our wedding guests who had reserved rooms. Interestingly, however, your staff removed us from the sign on Sunday before the majority of our guests had even arrived in town for our Tuesday wedding.

Upon checking out, we informed your desk clerk about these issues. Having been informed about your 100% Satisfaction Guarantee when we booked our reservation, we felt that your hotel would at least care enough to listen to our concerns. Surprisingly, this was not the case. We simply received a blank stare and an insincere sorry bout that as your desk clerk charged our credit card for five nights (two nights for us and three for a special family member staying in another room) and sent us on our way.

We feel very deceived by your advertising. From our experience, your Hampton Inn is NOT Wilmington's best hotel and service is certainly not a priority by any means. Over the years, we have stayed at many Wilmington-area hotels, ranging from the Comfort Inn to the Holiday Inn Sunspree Resort. Even the two-star-rated Comfort Inn was cleaner and friendlier than your facility. We are embarrassed that we encouraged family traveling from California, Oregon, and New York to stay at your hotel after traveling such long distances, only for them to receive similar poor service as we did.

Sincerely,

Unsatisfied Customer
North Carolina, North Carolina
U.S.A.

This report was posted on Ripoff Report on 08/19/2004 08:33 AM and is a permanent record located here: http://www.ripoffreport.com/r/Hampton-Inn-Landfall-Park/Wilmington-North-Carolina-28403/Hampton-Inn-Landfall-Park-Ripoff-False-Advertising-Horrible-Service-No-Response-to-Compla-104412. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 3Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Too many inconsistencies in tthis complaint

AUTHOR: Zob - (U.S.A.)

I am a hotel General Manager and read this letter with interest. I'm sure that the guest had one or two legitimate issues, but exaggeration and lies tend to invalidate the whole complaint process. I am sure this is why the hotel management ignored the letter.

The complainant said that the fireplace (a seasonal amenity) was not working on Friday night when they checked in and maintenance graciously turned it on for them Saturday morning. This sounds like great service to me, that the issue was taken care of as soon as maintenance arrived on property -- despite the unreasonable expectation of a working fireplace in July in North Carolina! Next she claimed that the fireplace was not working for "half their stay," and in another place in the letter she said that they stayed two nights. This means they checked out Sunday morning. Yet in another apparent disingenuous statement the writer claimed that the wedding that she had booked these rooms for was on Tuesday, and in yet another complaint she said that the welcome sign for the group was "mysteriously" removed on Sunday!

First of all, as a hotel GM I have never heard of a Tuesday wedding. And if the wedding were truthfully on Tuesday, why did she book the rooms for just Friday and Saturday nights? And since she checked out Sunday by her own admission, why on earth would this woman expect the wedding sign to remain posted on Sunday?

It would be interesting to hear what the actual facts are in this case, and the lies and exaggerations that the writer caught herself in calls into question how much -- if any -- of the rest of the letter has any truth, or if these guests were merely trying to take advantage of the 100% satisfaction guarantee and got caught in their own trap in the process. Hampton Inn does maintain a company-wide "blacklist" of guests who regularly try to abuse the satisfaction system with false accusations and lies or exaggerations of facts. If they are repeat offenders and have done this before, it's very possible that their name is on the list and it's the reason they were not given a refund. Only they know if this is the case. But one thing is for sure: the facts as they presented them sure don't add up -- except to duplicity.
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#2 Consumer Suggestion

Fireplace Issue

AUTHOR: Melanie - (U.S.A.)

Fireplaces our usually turned off at the end of March or the first of Apirl,depending what state your in and being in NC in July I am assuming it was hot outside,thats why a maintenance man was sent to your room to turn it back on..
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#3 UPDATE Employee

Guest Assistance

AUTHOR: L - (U.S.A.)

Hampton Inn is a franchise of Hilton Hotels. The "100% Satisfaction Guarantee" or "100% Hampton" is the cornerstone of the Hampton brand.

If you are not 100% satisfied and your issue has not bee handled to your satisfaction on property level, you should contact 1-800-HAMPTON and ask for guest assistance. You may also visit www.hilton.com and post your letter with your details to the customer service link provided.
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