This past weekend I stayed at the Hampton Inn San Francisco Airport on a great rate (around $80+tax). Considering that I earned 1,000 BMI miles and 2,500 Hilton points for using my HH card, in addition to the normal points earnings, the stay basically paid for itself in the points/miles I received. I’m a huge fan of Hampton Inn hotels in general — they are usually pretty nice with free Wi-Fi and breakfast, and are usually a great value. They also have the “100% Hampton Satisfaction Guarantee,” which reads as follows:
Our friendly service and complimentary amenities are all backed by our 100% Hampton Guarantee™. If you’re not 100% satisfied, we don’t expect you to pay. That’s our promise and your guarantee. That’s 100% Hampton.™
Well, while my stay wasn’t awful, it had a few hiccups. First of all, the room had an odd layout. The sink was in the room while the bathroom was tiny and only had the toilet and shower. That’s fine, no biggie.
The thing that annoyed me was the free Wi-Fi. My room was at the far end of the hotel which was near the Embassy Suites, so when connecting to the HH wireless network it gave me the Embassy Suites network (which tried to charge me), while the Hampton Inn Wi-Fi page wasn’t coming up. I called the front desk and after first getting the answering machine and then after letting the phone ring for at least a minute, the agent said something along the lines of “I hate to do this to you, but you’ll have to go into the hallway to connect to the internet, since you’re so close to the Embassy Suites.” Well, that wasn’t too bad, I guess. I went into the hallway and the code I was given at the front desk didn’t work, so I had to call again. As it turned out they changed the Wi-Fi code between the time of check-in and the few minutes it took to get to my room, apparently. Eventually I connected, but as I went back into my room it disconnected again. Long story short I only had a quick email to send out since I only had about seven hours at the hotel (and ultimately I just wanted to sleep), but it took me around 15 minutes to do so and I definitely wasn’t 100% satisfied.
I didn’t use the guarantee, but I considered it. While I wasn’t totally unsatisfied, I most definitely wasn’t 100% satisfied. Believe it or not, in the dozen or so Hampton Inn hotels I’ve stayed in over the past year or so, I’ve always been 100% satisfied.
So, would you have used the guarantee and not paid a cent, or is the guarantee not meant to be taken at face value?