Lisa Gallagher

7 years ago · 5 min. reading time · 0 ·

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Sub-Standard Hotel Room- Should Hotels Hire Under Cover "Guests"?

Sub-Standard Hotel Room- Should Hotels Hire Under Cover "Guests"?

*MY UPDATE IN THE COMMENTS SECTION- RECENT*

We just returned from Ironman Augusta Georgia last week which my son competed in. I want to use my bragging rights first and say, he rocked the race. My son placed in the top 13% overall. Now onto our hotel at the Hampton Inn, I have been hesitant about writing another blog about our hotel experience in particular. I decided tonight that I would share our experience in more detail. 

I am a Hilton Rewards Member and Marriott Rewards Member and with that said, I try to always book a room at a Hilton property or Marriott Property. Being a rewards member means you can accumulate points fairly fast if you travel a lot. Both Hilton and Marriott Brand hotels offer bonus rewards too. I have used points to travel free or book a room with points plus cash numerous times. Accumulating and using your points does save you money. I didn't mention being a rewards member as bragging rights, it's very beneficial to become a rewards member with hotels you stay at frequently- if you do travel a lot. 

I booked a room at a Hampton Inn in Augusta Georgia for the Ironman Event

The particular Hampton Inn I booked our room with had a Certificate of Excellence on Trip Advisor along with a 4.5 star rating. The reviews weren't bad, most of them were great reviews. I should have paid more attention to the poor reviews. I'm beginning to realize the poor reviews carry  a lot of weight, especially if they are recent. 

When we walked into the lobby for check-in, the lobby was very dated but I was hoping that's where my impression ended. Wrong!

Our Room

As soon as we walked into the room it felt muggy and a bit warm. The thermostat was set at 70 degrees, so I thought no big deal, I will just turn it down. I pushed the down arrow to cool our room more and it would only go as low as 68 degrees. That would be great if you aren't prone to hot flashes when sleeping and the temperature outside wasn't 95 degrees. I was told that's the lowest their thermostats go. I found out the next day from other guests this wasn't true. They were able to turn their thermostats as low as 64 degrees. 

It gets better!

  • Our toilet bowl had mold under the rim
  • A wooden vanity in the bathroom had dirt, dust, and hair all over it- yes I did a kleenex test
  • There was dirt in the corners of the room, molding was chipped, stains on wallpaper and fingerprints on the door.
  • The coffee maker was in the bathroom- Do you think we used it?  
  • Fingerprints on microwave and TV
  • Dirt, stains and garbage in corners of the hotel room.
  • Had to run to Walmart and spend 20.00 USD on a fan to cool room more
  • I used 12,000 points plus 50.00 USD for 2 nights- paid AAA price totaling 153.00 for 3rd night
  • In total, I used 24,000 Hilton Rewards points plus paid over 300.00 if I include the fan

A few photos of our bathroom & toilet bowl- Yes, there are rust stains too.

61876601.jpgCorner of Bathroom and dirt/hair on kleenex from wooden vanity in bathroom:

ef056e71.jpg
44d5a62d.jpgOne corner of our hotel room, they were all bad, but here's a photo:

29215b10.jpg

I did call the front desk and went down to express the issues and it appeared they weren't concerned at all. In my mind, I sort of got the impression, Oh geez, ANOTHER guest with nothing better to do than complain. We checked in on a Friday Evening and there is not a manager on duty from Friday Evening- Sunday. The Manager returns on Monday and I did once again share all the issues we encountered with the front desk gal because the Manager was in a meeting. I received an email back from the manager offering me a free night to any Hampton Inn of my choice. That was nice but I stayed 3 nights, used 24K points and paid over 300.00. The situation is still unresolved. I plan to contact Hilton Customer Service about my points and our stay. 


Hilton's Vision & Mission Statement: 


To fill the earth with the light and warmth of hospitality –by delivering exceptional experiences – every hotel, every guest, every time. (Vision Statement)- Hilton



To be the most hospitable company in the world – by creating heartfelt experiences for Guests, meaningful opportunities for Team Members, high value for Owners and a positive impact in our Communities. ( Mission Statement) -Hilton 
Yes, yes... the vision and mission statement were clearly in order at this particular Hilton Brand Hotel. Maybe it would be wise of Hilton to hire 'moles' who can take photos of their properties, write up reports and communicate with their 'undercover moles, if they want their brands to reflect their vision and mission statements. I'd be happy to help them or any hotel who does not want their brand name ruined. No one should have to stay in a dirty room. I was actually afraid to hit the bed on my first night. 

I will end this on a positive note

We stayed a Fairfield Inn on our way to Georgia in Princeton, West Virginia, I would highly recommend this hotel. It's been updated, the room was extremely clean and the staff was polite and the view from our room was gorgeous. We had a Mountain View room. I also stayed on points- I paid nothing for my room.

On our way home we stayed at a Courtyard by Marriott and again, impeccable hotel. The hotel is about 1.5 years old but appears brand new STILL. They do not use air freshener in this hotel. That's another gripe of mine. My husband has severe Asthma and scents can send him to the ER. My philosophy has always been this- if the room is cleaned properly each time there should not be a need for air fresheners in hotel rooms unless someone requests it. 

I am Grateful, despite our disgusting room in Augusta
  • We weren't in our room much. My son rocked Augusta Ironman.
  • We had running water and a bed to sleep in. 
  • I didn't see any cockroaches [insert some laughter] 
  • I'm thankful we were able to go watch our son participate in Ironman Augusta
  • I'm grateful for the clean rooms we had on our way down to Georgia and back home. 
  • I was grateful we arrived in Georgia and back home in Pennsylvania safely. 
  • I was very grateful to have time alone with my husband since it's rare he's able to get away.

I took a Few photos of our room at the Courtyard in Morgantown for comparison's sake, here they are:

629f99dd.jpg
efb02112.jpg

Note how clean the bathroom is above, not one spec of dirt and we only paid 99.00 for the night.


be6c366e.jpg


89dd0bb6.jpg
Every corner in this room was free of dirt, lint and stains. The coffee maker had been placed in the room away from anything that might contaminate it. I think it's time all hotels moved their coffee makers OUT of bathrooms. 

All I ask for is a clean room, is that asking for too much, considering the prices we pay for staying at a hotel? I understand there are many of you who travel and end up in rooms that are probably much worse than what I've shared above, especially if you are staying in a poor area in any country, including the US *I edited my original text which just stated poor country)*. I'm curious what your experiences have been? I love hearing travel tales, even those which include seedy hotel experiences. I'd also like to know how you would have handled this situation (or would you have just ignored it?) if you booked a room at a Hilton Property? I understand they all differ but I'm still curious. 


#Cover #Hilton #Georgia #Hampton Inn #Standard Hotel Room- Should Hotels
Comments

Lisa Gallagher

6 years ago #44

#81
LOL, I think I actually saw one online... not sure if it was a joke or for real.

Lisa Gallagher

7 years ago #43

#77
Since I don't fly much at all, I save my points for hotels on the road. I guess if I were a frequent flier, I'd be saving points for flights too! My son travels a lot and he manages to save points for flights and hotels. But, he travels for work and usually 2-3 times per week so I'm going to guess his points add up pretty fast. My husband has a card that saves points for flying. The last time he used them, he had enough to fly to Alaska and home. I remember UPS dropping off a cooler with tons of halibut and salmon packed on dry ice. He and my son went fishing about 70 miles out with a guide in Alaska.. what a trip. I couldn't believe how large halibut are!

Lisa Gallagher

7 years ago #42

#76
I had no idea so many were without power, I bet you were glad to just have a room! I know what you mean about TV, I think my mind is programmed to have noise when I lay down. It also takes my mind off all the thoughts that seem to run rampant when it's too quiet :)) But, I would be happy too if that was my choice! How is the weather there today?

Ken Boddie

7 years ago #41

#74
I have no allegiance to any hotel group, Lisa. My Scots origins mean I always look for a bargain on line and a chance to maximise my Qantas frequent flyer points.

Lisa Gallagher

7 years ago #40

#71
Now that's a great idea! Maybe they can wait on him too!

Lisa Gallagher

7 years ago #39

#70
I probably got charged for the dirty room LOL. I use Trip Advisor Ken Boddie and this hotel actually had Trip Advisor's Cert of Excellence. I should have listened to the little voice when I read the 'few' bad comments vs. all the good comments by level one contributors. I contribute to Trip Advisor, I should have known. I've never heard of Wotif.com, I will have to check it out. I usually book directly on hotels website since I'm a rewards member and may need to use points or get my extra bonus points w/offers exclusive on their websites. I learned a wise lesson; pay attention to the few bad reviews if they don't seem whiney and petty. Another person had a very similar experience and wrote about it, I chose to ignore. Most Hampton Inn's are very suitable and clean. I think Trip Advisor is a really great site to use because they are not affiliated with the hotels. Thanks Ken... so where should I stay when I make that trip to the land of Oz? :))

Lisa Gallagher

7 years ago #38

#69
hahaha... Tv in the lobby with your underwear. Just go down there, turn it up very loud (tell them you forgot to mention you're hard of hearing), drop snacks all over the floor (tell them you'd pick up the snacks but you hurt your back at work) and then ask for the GM in am. I can't believe they would not put a TV in your room. I hope they discounted it quite a bit for you. If you are a Hilton rewards member, call the while you are still there if no luck from GM and they will get in touch with the hotel's GM. What part of Rochester are you in? My son used to live in Rochester and I'm very familiar with the area. I enjoyed visiting and he was only 3 hrs from me vs. 22 hrs. away now.

Ken Boddie

7 years ago #37

#69
Hey, Todd, have you thought about moving your bed down to the TV lounge? 🛌

Ken Boddie

7 years ago #36

I always book my frequent business trip hotels through one of the many on-line agencies, Lisa. Here in Oz we have access to Booking.com, Wotif.com, and Tripadvisor, to name but a few. They always follow up with a survey and I let the hotel have it (both at the premises and, more importantly, on the social media survey later) if anything doesn't come up to spec. It's amazing how many apologies and promises to rectify that this approach nets, along with the occasional upgrade on a return visit. Judging by your graphic descriptions, I guess you're lucky they didn't charge you extra for the additional 'decoration'. 😂

Lisa Gallagher

7 years ago #35

#66
Thanks for your input @rick stoneking , always great to hear of others experiences. I agree with you about ratings. I did give this Hampton Inn 1 star, first time ive ever given a rating that bad. Im going to guess this Hsmpton Inn was privately owned. Hilton not only gave me back my points, they sent me a free night certificate, so I cant complain about Hilton :)

Lisa Gallagher

7 years ago #34

#61
Sorry I missed your comment Stephane Fenner, good point about the reviews. I noticed there were many level one contributers for this particular hotel after I returned and posted my own review. I see this on sites like Amazon too. Reviews can be deceiving.

Lisa Gallagher

7 years ago #33

Thanks for the share Donna-Luisa Eversley, your a doll! Hugs

Lisa Gallagher

7 years ago #32

#58
Couldn't agree more, great point about their ROI Stephane Fenner. And now with hotels publishing their reviews and Tripadvisor, people are paying attention to negative remarks, specifically the most recent, even if there's only one or two. I wrote the manager again at the Hampton Inn, Augusta because I haven't received the gift certificate for one free night's stay yet, even though I told her it would be nice to at least receive 2 nights & I shared that Hilton Headquarters asked if their hotel told me about Hampton Inn's 100% money back guarantee policy. This was the third email I sent the manager at that hotel and she only responded to my first email. Another telling sign: Watch if the hotel responds to their customer's personal ratings and what the response is. The managers response will also help me to make my decision.

Lisa Gallagher

7 years ago #31

#56
No, they didnt mention the property at all, which was disappointing Stephane Fenner. It leaves me with a lack of trust if they are not holding each property they own to the same standard. I was asked if The Hampton Inn told me about their 100% money back guarantee, and I told Hilton no. That question was asked when I called to document my complaint.

Lisa Gallagher

7 years ago #30

I received an email back from Hilton Corporate Guest Relations, they came through. Here is part of the email, "Thank you for contacting Hilton Guest Assistance. My name is Maria. It will be my pleasure to assist with your maintenance issue at the Hampton Inn Augusta I-520 / Gordon Highway. In an effort to make amends for your experience, a total of 25,000 points will be posted to your Hilton HHonors account. Kindly allow 24 hours for the points to be reflected in your account. The Voice of our Customers is critical to ensuring our guests receive a rewarding experience when staying at the Hilton Portfolio of Brands. Thank you for bringing this concern to our attention." I've yet to see the free one night Certificate for any Hampton Inn of my choice from the Hampton Inn Augusta which the manager said she would send me. Kudo's to Hilton themselves.

Lisa Gallagher

7 years ago #29

#53
I promise to go easy on you if you do open a Restaurant Dean Owen haha! I agree, I have been looking at Airbnb and like what I see, prices are great too, if staying for a week or more. We were thinking of using Airbnb the next time we travel to Co.

Dean Owen

7 years ago #28

Remind me if I ever open that restaurant I've been dreaming of not to invite you to review it! All kidding aside, Hampton Inns are pretty bad and will get worse as disrupters like Airbnb gain further traction since they will deal with it, not by improving service, but by cutting costs. I think Airbnb is the answer to your next trip.

Lisa Gallagher

7 years ago #27

#50
Thanks Ben Pinto, so glad it has. This is a topic close to my heart. I'd love to see the USA's national standards change for the better across the board. But, I digress... many will continue to be substandard because they CAN.

Lisa Gallagher

7 years ago #26

#49
Wayne Yoshida Thank YOU SO much for sharing your story!! I would love to see other travelers share their hotel stories because maybe if enough people do, it might hold them to a higher standard nationally one day. Bed bugs, oh my!! I have to be completely honest, I always check for bedbugs, even in the cleanest of rooms because bedbugs don't discriminate, they travel. After finding so many gross aspects to the room in Augusta, I decided I can't even look under the sheets or mattress cover because I probably would have slept in my car 😂 . So, my husband was unknowingly my guinea pig- he slept for over 4 hours before I hit the bed and he wasn't scratching or itching. My cue to get in bed LOL. Oops, that wasn't nice of me. I'm not sure which hotel had the bedbug problem you stayed at, would love to know because it seems they went above and beyond the call of duty by giving you gold status, a week's worth of hotel points for anywhere (with that hotel), paid for new clothing etc.. that's amazing. Your tips are spot on! I won't use the coffee maker unless it's in a private area with the pods they have now. Coffee makers in bathrooms, that's just disgusting and I've never used them. I prefer house blended coffee from the lobby anyhow. I also check under the toilet seat to make sure it's been cleaned. I have found a few that weren't in the past and requested a new room. My theory, if they didn't take the time to clean under the toilet seat, what else did they miss? I also ask for a room on a different floor because I was told that some of the staff differs from one floor to another. That shouldn't be the case if they have a supervisor checking the rooms after they are cleaned to make sure the room is up to par!

Wayne Yoshida

7 years ago #25

Ewwww. Very bad place to stay. After staying at a very nice, 5-star hotel in FL (I can't remember the exact location and name) a few years back infested with bed bugs - I do these things as soon as I enter a hotel room assigned to me: 1) Pull back the blankets and sheets and move the mattress to see if there are any stains or moving critters/insects. 2) Test the water in the shower and sink. (just make sure the pressure is good and the hot water gets hot.) 3) Make sure the self-service items - like bottled water, junk foods and beverages - are all factory-sealed. look carefully, some seals look intact even if they are not! 4) Never use the coffee pot in the hotel room! On the bed bug hotel - they moved me into another room. It was OK..... they also confiscated all of my clothes and my brand-new Red Oxx travel bag. They had the hotel shuttle take me to the local mall to shop for new clothes, and I got reimbursed for the stuff I bought as well as my new bag. They paid me for other clothes I lost but did not buy for the trip - they took my bag, so how could I take clothes home, right? And - they gave me hotel points for a week's stay anywhere in the world. (I was not a member of their loyalty program, so they gave me instant gold status). However, I never went to their hotel again. I don't know if my points are still good. Dry cleaning would have killed the bed bugs, but - oh well. The hotel also vacated 3 rooms to the left and the right and the floors above and below my room for de-bugging by an exterminator. I must say I have had the best luck with Marriott properties, including the Courtyard and the others. I have silver (platinum?) status with Marriott. . . .

Lisa Gallagher

7 years ago #24

#47
You made some great points. I think management is a big problem at this particular Hampton Inn after finding out they have no managers on staff from Friday-Sunday. People don't seem motivated and don't seem to be overly concerned at all about issues their customers may run into. I still blame that on management since most of the employee's seemed to have this blase` attitude. As for being a property that wasn't an original Hampton Inn, you may be correct Charles David Upchurch, because the outside looks brand new. Inside, NO. Even the lobby is very different than the Hampton Inn's I've stayed at before. You are probably onto something with that. I've stayed at many without any issues. I will say, I'm beginning by far to prefer Marriott brand hotels over Hilton because they seem to be increasing their standards with all the renovations they've been doing. That's my experience at at least.

Lisa Gallagher

7 years ago #23

#37
Thanks David Grinberg. We are still thrilled about my son's race. He placed in the top 11-13% over all out of almost 3K competitors. I believe there were almost 500 or more that were not able to complete the race that day ;(( His team became division one Champions in Augusta Ga and he just found out they are #2 internationally now!! That made the trip worth it and watching him along with all of them of course. As for the hotel, I fear they'd have to A. Retrain with a regional manager on site and possibly give the hotel manager a 2nd chance- I don't want to see someone lose their job but if the person isn't up to the task or doesn't care about the property, they don't belong there. B. They would have to hire new management with excellent training and ALSO revitalize this hotel, it's old.. broken and needs updated on top of needing a deep cleaning. Appreciate your comment!

Lisa Gallagher

7 years ago #22

#36
Thanks for the clarification Charles David Upchurch. Years ago I saw an add for secret shoppers but they were specifically asking for people to pretend to be shoppers while watching for anyone who may be shoplifting so they could alert the proper personnel. I guess they don't practice in this manner anymore.

Lisa Gallagher

7 years ago #21

#34
I love the analogies you used Paul \! Couldn't agree more, one bad step can ruin the experience. Usually one bad step wont deter me from utilizing the hotel again if they correct the issue and show that they do care. Yes, in this case- I would never step foot on this property again and we will see if Hilton comes through, I spoke to their customer service yesterday (not at the hotel) and they took notes, and are going to try to get my points and money back for me. We shall see.

Lisa Gallagher

7 years ago #20

#33
Hi Stephane Fenner, I appreciate your feedback. I agree, management does not set a good example at all and it appears management does not care. I sent the manager two emails and she only wrote back once- ignored my second email. They were not threatening at all. Hygiene certainly lacks at this hotel. After I went back to trip advisor just recently (because I posted a review with photos) I noticed some photos I wish I would have seen before we left. Dirty rooms just like the room I had. I would not have booked at this hotel if I would have seen the photos. I remember hearing about Marriott acquiring Starwood in SE Asia, I'm sure it would be quite costly to have an under-cover guest program. However, if they just offered the under-cover guests a free room for their efforts, they may find many who would be up to the challenge? It's been my experience over the last few years in the States that Marriott seems to be improving their brand, doing a lot of upgrades and their standards of cleanliness have improved versus Hilton who is also making improvements but their management lacks in many areas. They need to be sure they are hiring top notch managers across the board. They also need to be sure all their mission and vision statements are implemented and followed explicitly across the board too.

Lisa Gallagher

7 years ago #19

#32
I will stop by and read it Phillip Hubbell, thanks for the link!

Lisa Gallagher

7 years ago #18

#30
Ok, I just said it out loud as you typed it and understand the use now Ben Pinto, thanks for explaining :))

David B. Grinberg

7 years ago #17

Lisa, you should definitely receive a customer service accommodation for that horrid room. That's simply intolerable. I'm glad you're speaking out about this so the hotel can improve service. More importantly, I'm glad you had a good trip and your son did so well in the race -- very impressive indeed. Buzz on!

Lisa Gallagher

7 years ago #16

#28
T H A N K S Ben Pinto does N I C E stand for anything or were you just being unique? ;-)

Lisa Gallagher

7 years ago #15

#26
That's good to know Vincent, and I will have to check out Airbnb more often!

Lisa Gallagher

7 years ago #14

#24
Yikes! I've heard Airbnb is reliable. I use Homeway or VRBO when we are going on vacation and need a place for a week or so. Better prices over all and the ratings have always been accurate. I've been using VRBO since the 2004 and never once have I had any issues I'd write negatively about. The ratings are very accurate too. I think homeaway and VRBO are actually one of the same now- even though they have their own websites/apps.

Lisa Gallagher

7 years ago #13

Vincent Andrew, I had a feeling others would have stories much worse than mine. That would have freaked me out!!

Lisa Gallagher

7 years ago #12

#19
oh my! Where was this Vincent Andrew? City or Country, that is?

Lisa Gallagher

7 years ago #11

#16
Just call me MG for short Aurorasa Sima lol!

Lisa Gallagher

7 years ago #10

#15
Ive heard of secret shoppers before, I thought they also pretend to shop while keeping an eye out for shoplifters too? Have you heard this as well, Charles David Upchurch?

Lisa Gallagher

7 years ago #9

#13
I just spoke to Hilton Honors customer complaints- and they are going to try and get my points and money back. Lets hope! Aurorasa Sima. They also gave me extra points for my stay and enrolled me in double points through December. Time will tell if I get refunded.

Lisa Gallagher

7 years ago #8

#9
Hi Andrew Goldman, I used to see a show on the Travel channel, but the guy who went was there to renovate after he found all the ick and stuff that needed repairs and then there was a show called undercover restaurants or something like that. The owner would call the show and they would bring fake customers and help in with hidden cameras to document what was really going on. Pretty interesting.

Lisa Gallagher

7 years ago #7

#8
Thanks for the reminder Aurorasa Sima, I need to call them today. I was on hold the other day and had to hang up. We shall see :)) ??

Lisa Gallagher

7 years ago #6

#5
My son participating and then doing well on top that made it all worth it Paul Walters! I'm just tired of the substandard rooms I've encountered in hotels that claim a higher standard. Yes, please call Paris because we all know she's probably cleaned a toilet or two in her lifetime, NOT LOL! Poor countries was probably a 'poor' choice of words. I had a hard time trying to grab a word for my description of poor. I guess I should have just used the term 'red light district' motels in place of. I've heard places like Bali and others do have hotels that very inexpensive yet, well taken care of!! I wish more people would write honest reviews, maybe that would wake up the chains in the US that charge so much and leave you feeling dirty! Thanks for commenting :)

Lisa Gallagher

7 years ago #5

#4
Someone once teased me and said maybe I should carry one of those lights that detects bedbugs with me too Tony Brandstetter. I don't blame you, the room can appear clean but you just don't know. That's all I wanted, a clean room. Sticky steering wheel.. ick! Thanks for sharing that.

Paul Walters

7 years ago #4

Lisa Gallagher Well at least your son did you proud if the hotel didn't. I shall contact Paris Hilton if I can drag her away from the soiree she is no doubt attending . In the 'poor' countries you mention which I assume you include asia well let me invite you down here. For the kings ransom you paid for a room here in Bali that would get you pretty much a palace. Service is impeccable , the rooms to die for and the food sublime!!! Still glad you wrote this piece as really there is no excuse for a branded hotel to offer up slops !!!!!

Neil Smith

7 years ago #3

#2
I used to spend a huge amount of time in the US for family reasons but haven't been back in a while.

Lisa Gallagher

7 years ago #2

Neil Smith, do you live in the US, It used to be a common practice to place coffee makers on sink vanities outside of bathrooms, some inside the bathroom. Many do not do this anymore. I always thought it was gross and unsanitary .

Neil Smith

7 years ago #1

I have never stayed in a hotel where the coffee machine lives in the bathroom.thankfully. Who on earth thought that would be a good idea?

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