Hampton Inn of Warsaw

Adam is a rock star guest service manager. Thousands of thanks for you making a night Easy. You have no idea.

Frequent visitor to Warsaw, IN for business, have stayed at the Hampton Inn and the Wyndham across the street.
I arrived late as usual (flight from JFK to O’Hare, drive to Warsaw — about 9 hours of travel time). Finally arrived at the hotel (keep in mind I’ve stayed at this specific hotel about 4 times in the past) and the front desk informs me that they have oversold the hotel and had no rooms left. I had a reservation since the beginning of the month. Although I was quite annoyed, I ended up bunking with a coworker which happened to work out for the evening.
In the morning I speak with Kathy who is the manager and I couldn’t believe the words that came out of her mouth. «Oh, yea all hotels in the area do it.» «Oh no did your coworker snore?»
Where on earth did you learn a thing about customer service? I could care less if all hotels in the area do it, the fact that you do that to reserved paying customers is deplorable, almost as bad as you accepting that it is just normal.
The two nice guys who work the nights specifically told me that they never oversell and if I can «get Kathy to stop doing it», please do so. The employees are in an unfavorable position and have to tell the confirmed customers that they do not have a room at the hotel.
Obvious example of where customer service has taking a backseat to profitability.

Impressed! Visited Warsaw to spend the weekend with some friends. We picked this place out of the limited options in town and just hoped it would be fairly clean. Well, I was pleasantly surprised with how clean and bright the place was and how friendly the staff was when we walked in. It made us smile right away because the people were so friendly and funny. Our room was great and very fresh. It is clearly a new hotel with modern art and layout. In the morning, the breakfast also had some great options. If we were to come to Warsaw again, I would choose this place again hands down!