Home » Travel » Hampton Inn: 100% Satisfaction or You Don’t Pay

See what I mean? Is this not AWESOME?

This is a story about GREAT CUSTOMER SERVICE.

I went to Buffalo for Family Day and had made reservations to stay at the Hampton Inn (Galleria). When we arrived, we checked in and then proceeded to the elevators. But BOTH elevators were not in service. So we dragged our bags up 4 flights of stairs – not a huge deal – but inconvenient.  In the morning, we noticed BOTH elevators were still not working.

When we checked out, I kindly said “by the way – having both elevators not in service was not so acceptable for a hotel”. He quickly said “I know. We are sorry for the inconvenience”. Twenty seconds later, he hands me a statement and says “Could you please sign here. We have waived the fees”.

I said ” Excuse me..did I hear right? you waived the $149 hotel fee?  JUST LIKE THAT?.

The clerk replies: “Yes. If you are not 100 % then you don’t pay!!”.

I was in shock. This type of service has never happend to me before. However I can assure you – that I will return to the Hampton Inn Galleria in a nano-second.

P.S. the shopping was amazing. As always.

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6 Responses to “Hampton Inn: 100% Satisfaction or You Don’t Pay”

  1. February 22nd, 2011 at 21:38 | #1

    Hmm… I wonder if I could stay there once a month, be unsatisfied and end with a free night.

  2. February 22nd, 2011 at 22:40 | #2

    Wow, that made the long weekend even sweeter!

  3. February 23rd, 2011 at 06:49 | #3

    Love these stories — kudo’s for them. I’ll be going to Buffalo this weekend … and will make a reservation there. Worst comes to the worst, I’ll pay $149.

  4. February 23rd, 2011 at 10:08 | #4

    Thank you so much for your kind words! We love having you here.


    Charmaine Easie-Samuels
    Director, Public Relations Hampton Hotels

  5. February 23rd, 2011 at 15:38 | #5

    Great story.

  6. February 24th, 2011 at 18:40 | #6

    So did you run over to Target and spend that $150? 😉

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