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Hampton Inn’s 100% Satisfaction Guarantee

Written by Nickel - 22 Comments

A couple of weeks ago we stayed in a Hampton Inn on the way from our old house to our new house. We got in late and crashed immediately. The next morning when we awoke, I decided to hop on the free wireless internet to check my e-mail, read a bit of news, and check hotel prices at the next stop along the way. Much to my chagrin, it was down. I’ve stayed at that particular hotel in the past and have sometimes had a tough time picking up a signal in the room, but the connection itself has always been great.

When we (and by we, I mostly mean my wife) got the kids dressed and headed down for breakfast, I stopped by the front desk and mentioned to the clerk that the internet was down. He replied that he was aware of the problem, and that hopefully they’d have it back up later in the day. Having been deprived of my morning internet, I was a bit grumpy, and replied that later in the day wouldn’t help us much as we were headed out within the hour.

His response? “Would you like your room for free? I’d be happy to take care of that for you.”

I responded that a free room seemed a bit excessive, as everything but the internet had been great. But he persisted. “No really, it’s not a problem. Let me just take care of that for you.” And so he did.

While the room had started off at something like $119/night (plus astronomical taxes), we walked out without paying a dime. Not only had we slept perfectly well, but we also took advantage of their complimentary breakfast (for six, no less). To be honest, it felt kind of slimy, as if I had somehow pulled on over on them. As it turns out, this is just business as usual for Hampton Inn, where they promise:

Friendly service, clean rooms, comfortable surroundings, every time.
If you’re not satisfied, we don’t expect you to pay.
That’s our commitment and your guarantee. That’s 100% Hampton.™

I’ve always felt that every little snafu is actually a tremendous opportunity for a company to win over a customer. In this case, it definitely worked. Not only am I now a huge fan of Hampton Inn, but I’m also singing their praises publicly.

Published on June 13th, 2006 - 22 Comments
Filed under: Travel

About the author: is the founder and editor-in-chief of this site. He's a thirty-something family man who has been writing about personal finance since 2005, and guess what? He's on Twitter!

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22 Responses to “Hampton Inn’s 100% Satisfaction Guarantee”

  1. 1
    Blaine Moore Says:

    Not only are you singing their praises publicly, but you will probably convince at least a few people to actively look for their accomodations in the future.

  2. 2
    FMF Says:

    I always stay with them on business and have had to use the “free night” only twice.

    The first instance was when a fire alarm went off in the hotel and woke us all up at 4 am. We had to go out into the cold in shorts, t-shirts, etc. There was no fire. Reason for the alarm: a malfunction.

    The next day, my traveling companion asked if we could get a discount for the inconvenience. The hotel clerk said “no problem” and promptly gave us a free room!

    The second time, I had problems with the web connection and got zero help from the “too busy to talk to you” front desk. I contacted HQ, and they gave me a free night.

    Great company, great service (usually) and always a good breakfast. I recommend them 100%!

  3. 3
    Patrick Grote Says:

    I agree with your feeling that a free room is sometimes too much. We tend to stay at Hampton’s exclusively when traveling, so we have lots of experience with them.

    In the last year they have been very aggressive about the free room. There have been times where I feel almost embarrassed when they offer since the problem was so minor.

    They do bend over backwards to make everything ok for your stay.

  4. 4
    Steve Says:

    You should call their Customer Service line and let them know how well they took care of you. More people that call in will probably keep perks like that alive.

  5. 5
    jim Says:

    Good point by Steve, I’ll have to try hampton inn next time! Their policy is getting customers already!

  6. 6
    Brandon Says:

    I have a friend who works at a Hampton and I couldn’t agree more.

    They will do anything for you to make you happy. She told me they are prepared for virtually anything you can throw at them.

    Forget a bathroom item… they will give it to you free. (Note: Hilton Garden Inn which is also part of the Hilton family of hotels like Hampton charges you for these things… and it’s supposed to be a classier joint.)

    Need some gift wrap? Just ask.
    Batteries… they have them.
    Cut your finger? Bandages are available.

    She told me they even have tickets to local events they can give away if you have a problem as well. One time I think she may have even metioned a certificate for a manicure as too. These last two things are probably rotated out and might be someting the manager at her location does that is above the norm, but all in all I consider Hampton to be the best value out there.

    The free breakfast is great too… and it’s more than just the “Continental” deal that’s available at most places.

    Oh yeah… at Hilton Garden Inn you have to pay for breakfast too.

  7. 7
    Nick G Says:

    I couldn’t agree with you less. Our stay there at Hampton inn was a Nightmare. We were staying with our club soccer team for a weekend in San Diego. We booked through priceline Group Sales who passed us on the the Sales Manager Victor Ravago. We requested 20 rooms with 2 beds due to the fact we were traveling with families. Victor put in a bid and promised us at least 15 rooms with 2 beds. When we arrived, there were no @ bed rooms available and they only had Kings with a Twin pull out. Enough to sleep 3. Victor had lied to us to sell rooms. We had numerous complaint by our parents about the front desk attendees who were very rude. The rooms weren’t clean and we had to wait till 4:30 to get our rooms. In one of the rooms, the floor was wet. Our coach got stuck in the elevator for 10 minutes with his 2 year old screaming. Our key never worked in our door after numerous attempts to fix it. One parent was promised a pool view, when they entered their room it was a view of the parking lot. Too many complaints to list. Other parents were turned away due to the hotel deleting their reservations.

    Im sure not all Hampton Inns provide this service, but the Hampton Inn Sea World in San Diego was a horrible experience.

  8. 8
    Nick G Says:

    Oh yeah, and when asked about the 100 % satisfaction guarantee, they laughed in our face and told us that we didn’t qualify for that. So the Guarantee doesn’t always work.

  9. 9
    None Says:

    I work at a Hampton Inn and I complete disagree with the 100% Satisfaction Guarantee I have seen some of the meanest people complain about the dumbest things ( about the newspaper in front of the door ) I can’t help it its corporate policy to put it there.

  10. 10
    John Says:

    Hampton Inn Southwest in Fort Wayne, IN, has been like a second home to me for the last five years. I have a business there and stay so often I’ve gotten to know some of the hotel’s excellent staff – and vice versa. The rooms, the service are always top notch. I even made ‘guest of the day’ a few times. I was such a frequent customer that I had favorite rooms and was happy to leave tips for ‘house cleaning.’ But now that corporate has decided to go 100 percent non-smoking, I have to say good bye. My business is now going to Staybridge next door. It was good while it lasted. Until the major corporate brains can figure a way to allow a room or two for a few of us remaining social smokers, my money is going elsewhere. If demand for smoking rooms are low, fine. But why not have four or five “flexible rooms,” that can accommodate either? It’s not rocket science. Until then, I’ll wave from my room hosted by your competition next door.

  11. 11
    Darren Says:

    I work for Hampton inn in foothill,CA and I can just say i would never sleep @ a hampton inn knowing how they overwork/underpay and undertrain employees. Really nice that most of them have no security of any sort, no cameras. It was a hostile place behind the scenes and I won’t give them a dime ever. Hampton does’nt wan’t to give benefits, understaff and won’t fire the bad managers so they dont get unemployment. They said we just “piss them off and stress them out till they quit”…. Wow just wow.

  12. 12
    helene Says:

    My husband and I wanted to make a reservation for Ashland, VA but accidentally chose Abingdon, Va. They will not change the reservation. They said the terms and conditions will not permit it. When I asked why they just said the terms and conditions will not permit because it was a nonrefundable advanced reservation. As it turns out, the Hampton Inn in Abingdon is a franchise and they just don’t want to refund the money so we could make the reservation at Ashland. The hotel in Abingdon is 360 miles from Ashland. We will be waving from the Marriott across the street as well, and we will never stay at a Hampton Inn again. The people at Abingdon are very nasty. They could have refunded the money, but chose not to. Not very good customer service.

  13. 13
    karen Zugg Says:

    I recently stayed at a Hampton Inn (Cumming, Ga.) The air conditioner was stopped up and the carpet was wet. It got hot during the night. I noticed the next morning there was mold growing around the shower handle, also there was brown splatter on the wall underneath the sink. No appolgy was made when we reported this or refund offer. What about that 100% gaurantee?

  14. 14
    Eric C Says:

    Air Conditioner in the room would only turn on for about 2 minutes before shutting off for about 30. This was around 1:00 in the morning. I reported it to the front desk. He said that he could come up there and take a look at it. Sorry I don’t want hotel staff in my room while my wife is sleeping on our anniversiary. Or he said that we could change to a different room, but would not receive any discount. He stated that the only way we could get a discount is by suffering in the stuffy room for the rest of the night. He said, “It’s nice outside. Just open the window” I complained in the morning and they knocked $20 off the bill. They never once mentioned the %100 Garantee…

  15. 15
    l a stazko Says:

    the customer satisfaction/Guarantee is a JOKE. I tried for FOUR months to get a reply to a request. I made phone calls, e-mail and even old snail-mail letters. Do you think anyone bothered to get back with me….NOPE. I’ll never stay at a Hilton or Hampton Inn again.

  16. 16
    Danielle Says:

    I am a Hampton Employee @ Hampton Inn Fayetteville, GA. I have read on different sites both bad and good about Hampton Inn Hotels. Not every hotel is perfectly staffed, and although we might not have benefits or sometimes some may feel overworked, however Hilton takes care of us with the room discount for our vacations which is more than enough benefit for me. However I have worked here for almost a year and I have worked in many different fields. I am currently a Front Desk Agent and Love my job and my Hampton Team memebers. I am personally offended that a disgruntled employee would even be that unprofessional to discuss private issues of a hotel. If you have any problems with the Hotel staff please call the Guest Service number for Hampton they will give you your 100%. As far as the Hotels that aren’t honoring the 100% Hampton Guarantee they are breaking policy. If they give you a hard time, just simply get their name and report. I am a 100% supporter of Hamptonality which is superior customer service or your 100% refund. I do apologize for the rude customer service and unacceptable behavior. I really wish you would try our hotels again in the future. If you are ever passing through GA please stop by our Hotel in Fayetteville where we Have the “Hamptonality, and stand behind our guarantee.”
    As far as the comment on Advance purchased reservations That is a risk you take with making that reservation If you pay in advance it usually is non refundable and that is all in the policy that you agree to at POS. (Point of Sale) However I have gone above and beyond for guest before in fighting Expedia for a refund due to a family emergency. It is not up to the hotel to make these decisions or changes at some point our hands are tide. This is like getting a huge bargain on something and paying for it and changing your mind at the last minute but when you paid they told you the policy. This is usually due to the lack of attention paid to the Policy agreement. However I have had times when a guest made reservations at our hotel in Fayetteville, GA and meant to make them in Fayetteville, NC I have called on the guest behalf and got the reservations switched. Not every employee or Hampton inn is like the non honoring Hamptons….

  17. 17
    Lynn Says:

    We use Hampton almost exclusively and wasn’t even aware of the 100% guarentee because have always been quite happy with our stays. Last week stayed at Rolla, MO and had a number of issues with the bathroom. Hair in the shower -yuk!, dirty sink, and a toilet that wasn’t secured to the floor properly so rocked back and forth when you sat on it. Never said anything to front desk because got in late and was only one night. Received survey in email from Hampton couple days later and actually filled it out. Quite surprised to get an email from the Rolla manager the next day giving us the 100% guarentee. Wow – didn’t even ask for it! Just confirms our decision to keep on staying at Hampton and recommending it to others.

  18. 18
    Gordon Barton Says:

    This past weekend on my Birthday, my wife and I had saved up to have a night out New Years Eve and stay at a Hampton Inn in Moutain Home Idaho.
    The “non smoking” Jacuzzi room we reserved was anything but that as it reeked of smoke and by morning I felt ill from the odor. This was a non smoking room as confirmed by the front desk.
    I had contacted the front desk immediate about this issue and, after speaking with the front desk as well and asking them to note my complaint, my room phone rang and I was offered 50% off the room.
    Since I had little choice as this Hampton had only one room of this type in the building and we had made plans for an in room jacuzzi I said ok but was not happy.
    I am wondering if they will make good on the guarantee or if I will be forced to place a chargeback against them to get satisfaction.
    Needless to say our evening was ruined by Hampton Inn but the Jacuzzi worked!

  19. 19
    Clifford Says:

    See this does work, I came to this website pissed off and found out I was not the only one. Would be nice if they would just practice what their commericals say they do. It makes me laugh Paris and her sister probably need more cash for this life. Not sure but they may have to work in the next one. Thanks to all the normal people that just want a good nights sleep for a bunch of money.

  20. 20
    Deb Ellis Says:

    Their 100% satisfaction guarantee is absolute BS

  21. 21
    Richard Says:

    We always stay at Hampton inns but no longer. We had an iPad stolen from our ST Augustine Hampton on A1A room and they are giving us the run around. Does anyone know if they ever reimburse the guests for items stolen from rooms?

  22. 22
    Lyna Says:

    We have saved for a year for our vacation. The first my husband and I have been able to take during our 16 yrs of marriage. Other things like college..work..remodeling..ect have took precedence. Now we are in Foley AL with our 2 children on our 1st vacation. We arrived Friday July 18th. There was a storm not long after we checked in. The elevators stopped working. They told us they would be fixed right away the service man would be here within the hour. Later last night we were told they would be fixed during the morning. At noon today before we left the hotel we were told they would be fixed within a hour. They said by the time we got back it would be done. When we came back to the hotel at 9:30 pm the out of order sign was still on the elevator door. When we asked we were told it will be fixed on Monday. To add to all this when we got back to our room this evening we found that housekeeping had not serviced our room in any way. We had purchased a toy for our daughter and I needed 2 AAA batteries, I had completly forgotten them. I seen someone posted on here that they would give you batteries at the hotel you stayed at. Even after all we are going through they wouldn’t even let me buy batteries off of them,much less give them to me. Now there are kids right above my room jumping and screaming for the second night in a row at 3am! If all this wasn’t bad enough I have 2 dislocated kneecaps. I’ve been going to therapy for 2 months now. I had talked with the general manager when we first arrived about their gym and explained to her what I am going through. A few hours later the elevator got struck. She’s not once offered me any help..assistance at all. Even after I expressed to her that I was really having a hard time with the stairs. I really don’t know what I could or should ask for? If there’s anything I should do or say? Is there someone I could get a hold of? Right now I’m worried every time I go up or down that the next time I wont be able to. If anyone knows what I could do or someone I should reach out to please respond back to me. Thanks!

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