Hampton Inn & Suites New Castle

My wife and I travelled here with our 2 kids and my mother to visit friends while being out of town. The front desk staff, and the service staff was helpful and kind but I have been waiting for a contact from the hotel management for over 2 weeks to discuss documentation that I needed as we had to leave the reservation early. The room that we stayed in, a double queen suite, left a lot to be desired in the cleanliness and room maintenance department. Tiles were cracked, blinds were broken, and light fixtures were hanging with exposed wire. I was definitely not impressed with the outdated rooms, and the lack of cleanliness of the room which had garbage and hair ties behind the sofa and bed. Which is my reason for rating 1 star in rooms. The real disappointment happened when we left the stay a night early. When checking out a day early because our son got sick, the staff let us know that they would be following up to discuss if the non-refundable rate policy would be able to be waived. I am still trying to get answers on this and the stay was almost a month ago. We booked through a travel service, which, I understand complicates that, but at the minimum, I would have expected someone to at least reach out when they said they would. I am trying to get documentation now of the forfeited rate that went unused, but I can't get in touch with anyone that will help. Like I said, the front desk staff was great, but the lack of follow through on what I was advised is why the service gets only 1 star. Location was fine, not much to explain, it's New Castle, central to where we needed to be. Traffic from Sheetz and the fast food nearby wasn't great through the parking lot. That all to say, we normally stay at the Holiday Inn Express when we need to be close. I wish we would have this time, and probably will in the future.
Apr 8th, 2024

Mar 16th, 2024

Really nice and helpful staff. Rooms are clean and adequate. Included breakfast was really good and started our days off nicely. Located near plenty of stores and places to eat. Food & drinks: Plenty of places to eat nearby and Walmart right across the road
Feb 28th, 2024

Stayed at the Hampton Inn in January, for 2 nights. My girlfriend and I were eaten alive by bedbugs. They moved us to another room and it was a worse infestation than the first room. I don't know if the whole hotel has bugs, but they are definitely on the first floor. The night staff, a Jamaican lady, was very rude and short with us. We were nervous about asking her for anything. I don't recommend this hotel.
Feb 27th, 2024

I just did a dash delivery so my review should not matter on this 1 ,place was cleann,looked like a ghost town but everything was clean .
Feb 6th, 2024