We booked this hotel through Experian because we were visiting the cancer center in Pensacola for a needed operation. When we arrived, the parking lot was full of heavy duty construction or shipping containers. Once we found a place to park and entered the building, it reminded us of an old worn out casino that reeked of stale cigarette smoke and other odors. The carpet was nasty and the walls were marked and dirty.
The room they assigned to us was on the fourth floor which was undergoing renovation. The construction workers apologized to us for the dust,debris, and equipment all over the hallway. The room was stale and dirty and looked like an old 60's era cheap motel room.
We immediately informed the front desk that we wouldn't be staying there because of my wife's health issues. They said they had other rooms that weren't in the construction area that they could assign us to. It caused us to wonder why they would give us a room like that in the first place. We paid a premium price for three days, which they refused to refund.
We called Experian, and Experian called the hotel, and was also told Hampton would not refund the $561 we paid. I expect we will get a generic response to this review from someone at the hotel apologizing for our unfortunate experience, and promising to send our concerns up to some higher headquarters.
We have stayed at decent Hamptons in the past and are surprised that Hilton would allow this run down, dated, stinky, stale place continue to operate as a part of their chain.
Avoid at all costs!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Response from GM_Front_Desk, General Manager at Hampton Inn Pensacola Airport (Cordova Mall Area)
Responded 21 Feb 2020
Dear Marshall, Every guest deserves a relaxing experience, so it disheartens us to hear that we fell short in delivering this for you and your wife. We're sorry for the inconvenience caused by the ongoing renovations. Please know that when booking through third-party sites, the room types are not guaranteed, so we do our best to ensure guests receive the room that suits their needs and preference. Additionally, we apologize for the issues you had with our refund policy. We strive to make this clear throughout the booking process. It is our hope that you give us a chance to make it up to you on your return to the area.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC