THE HAMPTON INN PONTE VEDRA

We have stayed at this hotel probably 20 times. I am a Mayo Clinic patient. As a hotel providing and advertising lodging services to Mayo patients, they should make sure their refrigerators are programmed and working properly for patients who may be traveling with important and sometimes life saving medications that need to be refrigerated.

I was traveling with one of my shots and the refrigerator froze it (as well as everything else in that fridge). The medication was unsafe and no longer useable. Not only did I miss my dose of important medication, this shot is $125 per dose, which is money I have now lost. The hotel did absolutely nothing to fix the problem other than send a maintenance guy to fix the fridge, which was turned down to the lowest setting.

At the least, maintenance staff or room service staff should be doing daily checks to ensure their equipment is functioning at a proper temperature.

The only thing the hotel responded, after we have spent well into the 4 figures staying at this hotel over the years, that they “are not liable”. As a hotel providing services to patients with intensive and important medical needs, I find this appalling. We have spent so much money staying here and they wouldn’t even offer a night off of our next stay.

Quick check-in, friendly staff and reasonable rates during conference week

Brought my kids to have a day of fun at the pool and it was so dirty. I asked them about it getting cleaned and I was informed it is cleaned once a week. Wish I could post pictures. I would never recommend this place.

The front desk and shuttle service was terrible. I asked at check-in if I could sign up for the shuttle to the Mayo Clinic for the morning. The night front desk person immediately added my room number to the list for 9AM in the morning. I and the patient arrived in the morning in the lobby at 8:45AM for the shuttle. I asked the morning front desk staff person if the shuttle was running on time. They said it was and would arrive at 9AM. I and the patient went outside to sit on the bench and wait for the shuttle at 8:50AM. At 9:05AM, I went in and asked the front desk person if the shuttle was coming. She said the shuttle came and went. She would have to call the driver and ask if he could come back to pick us up. The shuttle driver arrived at 9:15AM and told us that we were not waiting for the shuttle because he was there at 9:AM. Basically, calling me a liar. When I returned in the afternoon I saw the night front desk person who put my room number on the shuttle list. As I was telling them about what happened the morning front desk person took over the conversation and said it didn't matter because we still made it to our appointment on time. It did matter. I and the patient were left behind on a schedule that was important to us. We were in the lobby 15 minutes before our scheduled pick-up time. I am a rewards member with Hampton Inn partner hotels where I am compensated with reward points for smaller problems with a stay and given an apology. Not here. I was offered a bottle of water, no apology. The apology would have been better than the water. We stayed at this property because of the shuttle and the close proximity to the Mayo Clinic. It was comforting, before our arrival, to know we would not have to stress over driving in an area that is not familiar to us and focus on the medical tests that were going to be completed by the patient. If I had a choice to stay somewhere else for the Mayo Clinic visits I would. The morning front desk person and morning shuttle driver do not deserve my future stays at this property.

No need to apologize now with your standard message and direction to Hilton customer service. I have already contacted them under my Hilton Silver reward account.

Power went out, and 2 floors had no emergency lighting in the stairway. No clock in the room. USB charging station drained device rather than charge it. Expected more from Hampton Inn.