Hampton Inn & Suites Norfolk-Airport

Carly F _{on Google}

Apr 8th, 2024

Beware one of the elevators has a front and back opening. We arrived around 11pm for a funeral next day. We entered the elevator, I pushed the 2, I turned to face my family and noticed a dark black opening behind my disabled father. Before I could react, he fell through the dark opening. We didn't know what he was falling into. He ultimately hit his head on a chair and fell hard to ground. We realized that door opened to a business office. I reported the incidence immediately to the helpful front desk associate. She apologized and stated that the back elevator door should have been locked. She wrote up an incident report and made sure my dad was OK. Even offered 911. The next day, our room received a call from the rude and uncompassionate hotel manager, Kelsey who stated several times that it was our fault. She failed to acknowledge that my father may be internally hurt, never apologized, offered to report to their ins and stated that was the limit she could do. She failed to realize that a child could have gotten really hurt falling through that dark trap door or someone nefarious could have accessed the company computer which is a major security problem or stolen items from the business office. To add insult, when we checked out, she walked up to the front desk, glared at me, and still refused to showed any compassion. We expect more from Hilton. What a decline in leadership. She treated us like we were liars and inconveniencing her. We ultimately wanted Management to know about a dangerous experience so that nothing worse would happen in the future. Management "Kelsey" clearly doesn't care. Only blessing from this situation is my elderly. disabled, military veteran father did not die from hitting his head on the chair, hitting the floor or anything else. The other staff members that we encountered were amazing. Thank you Ambrit and Heather for your assistance and compassion. Too bad your leader needs training on proper customer service.
Rooms: Nice and clean rooms. Thank you housekeeping on floor 2. They showed so much professionalism and care when we were leaving our room.
Safety: One of the elevators has a trap door that if staff doesn't lock it opens to a business office. Security breach concerns and possible injury.

Ash Face _{on Google}

Apr 6th, 2024

Bed was comfortable but location was terrible. You can tell based off the clientele that it's a less than friendly part of town. Breakfast was crusty and biscuits were still frozen. Had an adjoining room with noisy guests, but that wasn't the hotel's fault. Traffic will constantly blare outside of your window with bouncy box trucks and cars with no mufflers, so expect a bumpy night's sleep. Check your room for cleanliness and bring your own blankets and pillows. At least the staff was kinda friendly

Jeremy Sheltra _{on Google}

Mar 25th, 2024

No free weight or any type of gym equipment, and the pool was disgusting