Spent four nights in Springfield visiting my parents at Bickford House and finally got a chance to stay at this top rated hotel. Now I know why it's ranked so highly -- the staff is absolutely fabulous. I arrived with a terrible head cold. I needed to sleep in the afternoon but the housekeeping folks had sprayed room deoderant so heavily I couldn't breathe. I hated to complain but when I went to the front desk, Kathy was not only accommodating, she helped me move to another room and even upgraded us to a suite. I was grateful...and fell fast asleep for six blissful (quiet) hours.
I paid attention to the reviewer who complained about the pillows, but the Hampton pillows were great (and I am picky about pillows). They were fluffy, soft and perfect when you use two of them.
Breakfast was plentiful and just OK- pretty typical for a "free breakfast" place (omelets and sausage were probably warmed from frozen, but coffee, juice, oatmeal, yogurt and toast were great). Very spacious and clean dining room. Only glitch came during what should have been a quiet, private conversation between a new employee and an experienced one back in the kitchen. I now know more than I should know about the boss, "George" and his expectations. The experienced gal thought George's questions about guests were ridiculous and a "game" but I thought George had it right -- it IS nice to be appreciated when you are paying the bill. Guests don't need to hear the latest gossip, gals.
The sign at the front door is emblematic: "STOP! If you didn't have a wonderful stay at our hotel, turn around and go back to the front desk so we can make it right!" I just returned from Disney World, renowned for its customer service and the Hampton was Disney quality without the crowds!
Worth it to upgrade to a suite
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
I absolutely agree. The staff here at the Hampton Inn & Suites Southwest is pretty special. What a pleasure it was to hear how Kathy was able to turn what initially was a problem, into a positive. I deeply regret you being forced to overhear the conversation in the kitchen. We frown upon personal conversations in any place but our employee lounge. I will take every measure to ensure this doesn't happen again. It really was unfortunate.
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You said the D word, "Disney"! Disney certainly inspires those of us in the hospitality world and I'm so glad you noticed. I hope that you'll stay with us on your next visit to see your parents. Thanks for sharing your experience with this review.
All the best,
Darrin and your friends at the Hampton Inn & Suites Southwest
This response is the subjective opinion of the management representative and not of TripAdvisor LLC