Hampton Inn Muskegon

This hotel is noted for its pet-friendly policy, allowing guests to travel with their animals, though this comes with associated fees. However, guest experiences are significantly impacted by widespread concerns regarding cleanliness and the outdated condition of the rooms and facilities. Many visitors report issues with room comfort, particularly the beds, and frequent problems with the pool and hot tub areas. While the breakfast is a complimentary offering, its quality and availability often fall short of expectations. The staff receives mixed reviews, with some guests praising their helpfulness, while others describe dismissive or unprofessional interactions. This hotel might appeal to travelers with pets or those prioritizing a convenient location over modern amenities and consistent service. Guests are advised to thoroughly inspect their rooms upon arrival and be prepared for potential inconsistencies in service and facility upkeep.

Facilities & Amenities
The hotel's pool and hot tub are frequently mentioned, but often negatively, with guests reporting the pool water is cold or dirty, and the hot tub is broken, unmaintained, or even infested with bugs and ants. While some families found the pool enjoyable, these issues significantly detract from the experience. The fitness center is available, though some guests noted it could be cleaner or lacked towels. The lobby is described as attractive by some, but its common areas have been a source of contention regarding guest behavior and staff monitoring. Vending machines are present but occasionally out of order or cashless. Some guests experienced issues with the e-key system and found the elevators to be dirty or intermittently out of service.

Cleanliness & Room Comfort
A predominant concern among guests is the hotel's cleanliness, with numerous reports of dirty rooms, including stained carpets, unflushed toilets, hair in showers, and dust and spiderwebs throughout. Some rooms are noted to have unpleasant musty or wet dog smells. A significant and alarming number of reviews detail experiences with bed bug infestations and resulting bites. Room comfort is highly variable; many guests found mattresses to be cheap, uncomfortable, or to have springs sticking out, leading to poor sleep. Pillows are often described as small, worn out, or lumpy, and sheets and comforters are frequently reported as stained or not properly cleaned between stays. Rooms are widely considered dated and in dire need of renovation, with broken furniture, splintered doors, and cracked fixtures. Bathroom issues include dirty surfaces, clogged drains, loose shower heads, and empty toiletries. Noise is a common complaint, stemming from adjacent rooms, hallways, loud AC units, and slamming doors.

Dining & Food Quality
The complimentary breakfast receives highly mixed feedback. While many appreciate the convenience and variety of hot and cold options, a significant number of guests report issues with food replenishment, noting that popular items like eggs, sausage, waffles, oatmeal, and milk often run out well before the breakfast service concludes. Some describe the food quality as poor, mentioning rotting fruit or cold coffee. The coffee itself is frequently criticized for its taste or temperature. Guests also noted that staff sometimes appeared reluctant to restock items or began cleaning up the breakfast area prematurely, leading to frustration for those arriving later in the service window.

Location & Accessibility
The hotel's location is generally considered a strong positive, offering convenient access to the highway, various shopping centers, and a wide selection of restaurants. Its proximity to local attractions, such as Michigan's Adventure, is also highlighted as beneficial for travelers. While the location provides easy access to amenities, some guests noted that rooms facing the highway experienced significant noise, which could impact sleep quality. Parking is available in a large lot, but some guests were surprised by an unexpected $5 parking fee, which they felt was unnecessary given the hotel's setting.

Staff & Service
Guest feedback on the staff and service is notably polarized. Many visitors commend the staff for being friendly, helpful, attentive, and professional, with specific individuals receiving high praise for their excellent customer service. However, a substantial number of reviews describe staff as rude, dismissive, unprofessional, or unresponsive to guest concerns, particularly regarding serious issues like cleanliness or bed bug infestations. The check-in process is sometimes reported as smooth, but other guests experienced long waits or issues with room availability. Housekeeping is a frequent point of contention, with complaints about dirty rooms upon arrival, infrequent cleaning (e.g., every other day), and requests for basic items like towels or trash bags being ignored. Guests often express frustration with the hotel's and corporate's handling of complaints, feeling their concerns are not taken seriously.

Additional Information
The hotel's pet-friendly policy is a key feature, allowing guests to bring their animals, though a $75 per dog fee is applied, which some guests found excessive. This policy has also led to some rooms reportedly having a wet dog smell. The hotel operates with a policy of cleaning rooms only every other day, which some guests found inconvenient. There are also reports of a strict room occupancy policy, with one guest being asked to leave for having more than four people in their room, even if not staying overnight. Guests with Hilton rewards program benefits have expressed disappointment, noting that expected perks were not always honored, and their complaints to corporate often went unresolved.