Michele R.
Yelp
Sadly, this may be the class of the company for Sheridan hotels if one looked only at new public area infrastructure. In fact, the lobby looks nice and as one would expect a newer Hampton like this one to be. But we've stayed at lots of Hampton Inns across the country and this is definitely in the lowest quartile when compared to that company. For that reason, two stars it is.
All downhill from the lobby, the room was a mess.
Not for cleanliness, that was very good.
But the wood furniture was badly nicked up, the upholstered furniture (such as it was and more on that in a moment) was stained, and one wall had wallpaper that looked as if a piece of furniture, the desk perhaps, had been pulled across it to rough it up.
Were I paying $29.99 a night at a cheap hotel then I'd say you get what you pay for. But here I paid Hampton rates and I expect Hampton quality in the furnishings.
This is all General Manager / owner (one in the same here I think) to address. It reflects complete disregard for the guest.
Beds were Hampton standard comfy, that's a good thing, and so were pillows. But sheets were thin and flimsy. That's a little thing but it is a thing when paying these prices.
Staff was friendly enough but seems largely untrained and once again that is a management issue to address. People do what they know how to do and are empowered to do on the job.
What this staff knew how to do was simply make excuses.
When in response to the standard question "how was everything" we answered with our disappointment about the condition of the furniture in the room, one staff person said "yes, that is a bad room". Which prompted me to then ask why we had been assigned it as they property was not full and there were a plethora of rooms from which to choose at our early afternoon check in. Silence.
Another said it wouldn't matter as "the upholstery in some of our rooms can be stained like that, someone cleaned it who didn't know what they were doing". Then, I said, management out to replace it.
Another said "we had the wood furniture washed recently so maybe it wasn't chipped off, maybe it was dried soap".
Please.
Even at that point it could have been recovered with a simple, "I'm sorry it didn't meet your expectations. We appreciate you taking the time to tell us. We will check the furniture in that room. Let me see if our General Manager is available to speak with you."
This is a GM failing in service training, not the staff's for having not received it.
Finally, re the upholstered furniture comment I said was coming later, the only chair in the room beside the desk chair (which had a hole in the upholstery in the side of it), was a ((badly stained) side chair, not a lounge chair / club chair as we've come to expect at Hampton, along side the desk. No comfy place to sit and read or watch television. My hubby perched on the bench at the foot of the bed to watch the business news.
I was told by the staff that this side chair only set up was standard with king rooms.
In the scope of world peace does all this matter? Nope. When choosing a hotel that returns to the guest what the guest has paid for does it matter? You bet.
If we had been staying here more than one night, we'd have had a discussion with the GM, who was not in it seems either when we checked in or out. As it is, if we must stay in Sheridan overnight again, I think we'd take a look at the newish Motel 6 just across the parking lot. You might want to do that too.
