Date of stay: July 2020
I had a horrible experience here. We walked into our hotel bathroom immediately after checking in and noticed substantial hair all over the floor of our bathroom. The bathroom looked like it had never been cleaned. Because of COVID, I wiped everything in the hotel down with Lysol disinfectant wipes. When I got to the bathroom floor, there was so much hair (see first pic) we decided to tell the front desk. The front desk told us someone would come up and clean the floor while we were out grabbing supper. When we got back, we checked the floor and all the hair was just swept to the side (see additional pictures). We went back down to the front desk to tell the front desk person (who was very helpful) that the floors were not cleaned and we showed her our pictures. She was disgusted and said she would call the manager to see if he would comp our room for the night. She said he would call our room that same evening. He never called. We went back up to the room with gloves and cleaned the floor ourselves (see video). While cleaning we found a live worm in the bathroom (see video).
This all happened on a Saturday night. Monday had come and gone without any call from the hotel manager so my boyfriend sent him an email outlining our experience, and attached the pictures. What did we get for all this?? A $23 discount off the room. I was down on my hands and knees picking up hair an live worms for $23.
Additionally, the breakfast area was packed, no social distancing and no people wearing masks.
I do not recommend this place at all.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Response from Guest Relations Manager, General Manager at Hampton Inn & Suites by Hilton Lethbridge
Responded 15 Jul 2020
Dear Beachy021 Thank you for your review and we appreciate your feedback. Cleanliness and hygiene is our top priority and we sincerely apologize for falling short of your expectations. When the issue first arose, we offered to move you to another room (along with a complimentary upgrade) but you declined. Furthermore, I find it highly concerning that you chose to stay in that room based on what you are claiming here. I called and left you a voicemail upon my return to work on Monday and received an email from your boyfriend the following day. I talked to him over the phone and provided you with a discount as requested. There seems to be a discrepancy between your response and my communication with your boyfriend. Once again, please accept our sincere apologies.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC