Hampton Inn & Suites Mt. Juliet

Love this place

I should have paid more attention to recent reviews of this property, but I was swayed by the 4.5 TA average. This is not a 4.5 hotel. Maybe it used to be, I don’t know. I want to start with talking about how hotels use texting to communicate with customers. Around 2 hours before our check-in time, I received a text from a front desk supervisor asking how everything was with our room. Again, it was 2 hours before we were even allowed to check in, so obviously I’m not going to have thoughts on the room. (Side note: we had requested a digital key, which had not been delivered in the app, so it’s not like the room was available early.) More on their texting in a moment. We arrived to find an employee attempting to fix the front door. There are two sliding doors at the entrance, and the interior one was locked. So, the employee was locked out, as were we. I called the hotel number to see if another employee would answer, but none did. We waited 10 minutes for a guest walking through the lobby to come over and trigger the door to open. At check-in, we were told that the digital key system at the hotel isn’t working, and that they could only give us one physical key. Weird, but whatever. We also weren’t offered our Diamond benefit, but that oversight is becoming pretty common at Hilton properties, so it wasn’t surprising. The room was mostly fine, except for a desk chair that’s so beat up that foam is showing on the armrests, as well as a badly stained window curtain. Also, when the toilet is refilling with water after being flushed, it makes the sound of a wailing animal. None of that is a big deal to me, but all of it falls short of the usual Hampton Inn standard. Oh, and the ice maker on our floor was broken, and the hot tube is out of order (sounds from previous reviews that’s been the case for a very long time.) On the plus side, there are a ridiculous number of channels available on the TV, so you’ve got that going for you. What really got us was the fire alarm at 1 a.m. on our first night. We scrambled to get dressed to leave the room when, maybe 90 seconds after the alarm had started, it stopped. Don’t know if that was the result of a prank, or an employee mistake, or what. Whatever the cause, it wasn’t awesome. So, back to the hotel texts. Around noon on the day after our first night, we got another text from a front desk supervisor asking how our stay was going. I replied with many of the details from this review. I didn't receive a response until the following day. A note to hotel management: if you’re going to use text messaging, it should be for nearly-real-time communication with guests. Don’t treat it like email and wait until the next day to respond The supervisor offered to try to make things right, which was appreciated. But as a cherry on top of everything, our room was not cleaned after our second night, despite that being the hotel’s promise. I didn’t even see the point of mentioning it to the staff. This may have been a g

Our stay at the Hampton in Mt. Juliet was a good one - with a couple of exceptions. Our room was clean and comfortable, but check out the photo of the desk chair. Looks like it's time for a replacement. The icemaker on our floor was not working, but we did find ice in the lobby. If you're an early-riser, don't count on breakfast. We had to leave at around 5:30AM and there was nothing to eat - not even a pre-wrapped pastry.

No room service for 3 nights despite my requests and their promises. Dirty towels and full trash cans with no place to dispose of it. I was told the General Manager “Leslie” would call me and she never did. I requested a call every day of my stay.

We stayed there in Aug. Noticed in Sept our credit card had an extra $75+ charge. Contacted the hotel, was assured somebody would get back to me in a couple days. Couple weeks go by, call again, same thing-no response from the hotel. Reach out to Hilton's customer service in Oct explain to them the issue. At first they couldn't find my submitted email, emailed again. Assured by them somebody would reach out to me. Nobody did. Now they are telling me to contact the hotel directly. If that would have worked the 1st time I wouldn't have been reaching out to them. It is now Nov, no response from anybody! It is very clear they don't value customer service. Up until this point I would have said great hotel.

Clean hotel. Friendly staff. Great location. Decent breakfast. Only issue we had was two of the nights we stayed there was a bus with high school aged baseball players staying there. They were rather loud in the hallway into the early morning hours.

Stayed at this establishment for 5 days while on a group business trip. First room likely had bed bugs, at least based on the characteristic bite marks on abdomen. Shower had half of the water draining down the tub when tab pulled into upper position. Luckily I got transferred over to another room promptly which had a much nicer layout, with the sole issue being a loud and smelly A/C. Also didn't like that none of the rooms had windows that could open to get some fresh air from outside. On the plus side, the bed was comfy, room furnishing was adequate, and the complementary breakfast was pretty good (could benefit from more day-to-day variety, e.g. bacon and hash browns?). But the hotel/room maintenance is visibly lacking and could be much improved. I hope the mgmt reads and actions on recviews, such as this one, to improve the overall experience in the future.

I am a Hilton Diamond member and generally like Hilton properties. Howeverm, this property is an example of how Hampton's are in serious decline. Some Hamptons are still fine but too many are like this one. The staff was fine but the property maintenance has been neglected. Some of the objectional aspects of this property: The security light near the EV chargers is burned out. The hotel smells musty and the carpets are filty, especially near the elevators. There is mold in the bathroom. The towels are children sized. The pillows are extremely small (weird). Most Hamptons offer power outlets on the bedside lamps but not here. We wanted a microwave but there was none in the room and the night manager didn't know where one was. The breakfast was below par for Hamptons. Overall not totally horrible but for a Hilton property it was unacceptable. This is more and more the case for Hamptons and we are choosing Tru and Home2 more often now.

They were very helpful in accommodating my food allergies. I meal prepped prior to our vacation, but forget to make sure the room had a microwave… of course it didn’t but they went above and beyond to find me a room that did! They really were empathetic to my struggle lol