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David C
Mold Mold and more Mold, and a Non-responsive General Manager
Hampton Inn Covington的点评
点评：We made a four-day reservation at this hotel that had a four star rating. Because we are Hilton Honors Gold member, we received an automatic upgrade. About an hour before we arrived, we received notice that our upgraded room had been changed due to a "mechanical issue in the room." No problem except the new room was on the first floor. We don't like staying on the first floor for many reasons, so I called the hotel and was told that, because they only have three of this type of room. Ok, let us check out the room on the first floor before we confirm.
When we arrived, we went to look at the room and immediately smelled an overwhelming moldy smell. I went back to the front desk and told them about the moldy smell and could we just have a regular room with a King bed. They said they only had one other, a handicap room. I said that was fine. I heard her call someone and gave our room number to that person. When we got up to our room, the housekeeping manager was coming out of our room with a bottle of something in her hand. When we entered our room, we smelled a fresh sweet smell. Awesome. We unpacked and then went out to dinner with family. When we returned later in the evening, we were greeted with.... a mold smell. We also noticed a damp rid box down by the AC unit. Because it was late, we just went to bed. In the middle of the night, my wife awoke with heavy coughing because she has a compromise breathing due to a sever case of COVID a couple of years ago. We got up early and packed up and left. Before leaving I asked to speak to the GM. She was not in but they took my number and told me she would call when she returned later that day. I asked if we could have our room cost refunded but the desk clerk could not authorize that but the GM could.
I waited until 3:00 pm that afternoon with no call from the GM. IVcalled the hotel then and asked for the GM. I was told she was running some errands but the front desk manager was in. I spoke with her, explained our situation and asked if she could refund our expenses. She said she didn't have that authority either but she promised to have the GM call me. Fast forward to 5:00 pm and still no call from the GM. So I called Hilton Customer Care explained all of this to the agent there. She put me on hold for quite a while while she attempted to contact the General Manager. Whe she returned, she informed me that she spoke to the GM and that she wasn't going to refund our money, but we wouldn't be penalized for the early checkout. Stay far away from this hotel until they get there mold issues resolved.
When we arrived, we went to look at the room and immediately smelled an overwhelming moldy smell. I went back to the front desk and told them about the moldy smell and could we just have a regular room with a King bed. They said they only had one other, a handicap room. I said that was fine. I heard her call someone and gave our room number to that person. When we got up to our room, the housekeeping manager was coming out of our room with a bottle of something in her hand. When we entered our room, we smelled a fresh sweet smell. Awesome. We unpacked and then went out to dinner with family. When we returned later in the evening, we were greeted with.... a mold smell. We also noticed a damp rid box down by the AC unit. Because it was late, we just went to bed. In the middle of the night, my wife awoke with heavy coughing because she has a compromise breathing due to a sever case of COVID a couple of years ago. We got up early and packed up and left. Before leaving I asked to speak to the GM. She was not in but they took my number and told me she would call when she returned later that day. I asked if we could have our room cost refunded but the desk clerk could not authorize that but the GM could.
I waited until 3:00 pm that afternoon with no call from the GM. IVcalled the hotel then and asked for the GM. I was told she was running some errands but the front desk manager was in. I spoke with her, explained our situation and asked if she could refund our expenses. She said she didn't have that authority either but she promised to have the GM call me. Fast forward to 5:00 pm and still no call from the GM. So I called Hilton Customer Care explained all of this to the agent there. She put me on hold for quite a while while she attempted to contact the General Manager. Whe she returned, she informed me that she spoke to the GM and that she wasn't going to refund our money, but we wouldn't be penalized for the early checkout. Stay far away from this hotel until they get there mold issues resolved.
翻译：我们在这家四星级酒店预订了四天。因为我们是希尔顿荣誉客会金卡会员，所以我们获得了自动升级。在我们到达前大约一个小时，我们收到通知，由于“房间内的机械问题”，我们升级的房间已被更改。没问题，只是新房间在一楼。由于很多原因，我们不喜欢住在一楼，所以我打电话给酒店并被告知，因为他们只有三间这种类型的房间。好的，我们先看看一楼的房间再确认。
当我们到达时，我们去看了一下房间，立即闻到了一股浓重的霉味。我回到前台告诉他们发霉的气味，我们可以只住一间带一张特大号床的普通房间吗？他们说他们只有一间，一间残疾人房。我说那好吧。我听到她打电话给某人并将我们的房间号码给了那个人。当我们到达房间时，客房部经理正从我们的房间里出来，手里拿着一瓶东西。当我们进入房间时，我们闻到了一股清新的甜味。惊人的。我们打开行李，然后和家人一起出去吃饭。当我们晚上晚些时候回来时，迎接我们的是……一股霉味。我们还注意到空调装置下方有一个防潮盒。因为时间很晚了，我们就去睡觉了。半夜，我的妻子因剧烈咳嗽而醒来，因为几年前她因感染严重新冠肺炎而呼吸困难。我们起了个大早，收拾好东西就出发了。离开之前，我要求与总经理交谈。她不在，但他们拿了我的电话号码，并告诉我她当天晚些时候回来时会打电话给我。我问我们是否可以退还房费，但前台服务员不能授权，但总经理可以。
我一直等到下午3:00，都没有接到GM的电话。 IV然后打电话给酒店并询问了总经理。有人告诉我她正在办事，但前台经理在。我与她交谈，解释了我们的情况，并询问她是否可以退还我们的费用。她说她也没有这个权力，但她答应让总经理给我打电话。快进到下午 5:00，总经理仍然没有打来电话。所以我打电话给希尔顿客户服务中心，向那里的代理解释了所有这些。当她试图联系总经理时，她让我搁置了很长一段时间。当她回来时，她告诉我，她与总经理谈过，她不会退还我们的钱，但我们不会因为提前退房而受到惩罚。远离这家酒店，直到他们解决霉菌问题。
当我们到达时，我们去看了一下房间，立即闻到了一股浓重的霉味。我回到前台告诉他们发霉的气味，我们可以只住一间带一张特大号床的普通房间吗？他们说他们只有一间，一间残疾人房。我说那好吧。我听到她打电话给某人并将我们的房间号码给了那个人。当我们到达房间时，客房部经理正从我们的房间里出来，手里拿着一瓶东西。当我们进入房间时，我们闻到了一股清新的甜味。惊人的。我们打开行李，然后和家人一起出去吃饭。当我们晚上晚些时候回来时，迎接我们的是……一股霉味。我们还注意到空调装置下方有一个防潮盒。因为时间很晚了，我们就去睡觉了。半夜，我的妻子因剧烈咳嗽而醒来，因为几年前她因感染严重新冠肺炎而呼吸困难。我们起了个大早，收拾好东西就出发了。离开之前，我要求与总经理交谈。她不在，但他们拿了我的电话号码，并告诉我她当天晚些时候回来时会打电话给我。我问我们是否可以退还房费，但前台服务员不能授权，但总经理可以。
我一直等到下午3:00，都没有接到GM的电话。 IV然后打电话给酒店并询问了总经理。有人告诉我她正在办事，但前台经理在。我与她交谈，解释了我们的情况，并询问她是否可以退还我们的费用。她说她也没有这个权力，但她答应让总经理给我打电话。快进到下午 5:00，总经理仍然没有打来电话。所以我打电话给希尔顿客户服务中心，向那里的代理解释了所有这些。当她试图联系总经理时，她让我搁置了很长一段时间。当她回来时，她告诉我，她与总经理谈过，她不会退还我们的钱，但我们不会因为提前退房而受到惩罚。远离这家酒店，直到他们解决霉菌问题。
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