Hampton Inn Gallatin

Reserved a handicapped room for a guest in a wheelchair, but upon arrival one was not available and a guest without a handicap was in one of the 2 HC rooms the hotels has. Fortunately, that guest was kind enough to move so we could get the room we needed. We brought our grandkids and only after checking in found out the pool was being resurfaced and would be closed during our stay. When you pay a premium price for a Hampton you expect much better communication and service. We were never offered any compensation for amenities not available or for the room mishap. Also, the beds were extremely uncomfortable. We've stayed at MANY Hamptons as they are one of the few that have roll-in showers. This location was quite a disappointment especially for the cost of the rooms.

I went to a family friend wedding and just needed a place to hang my hat. I also had my dog and was delighted to be able to bring her (Great Dane). The only downside was the carpet had spots and looked bad. I knew it wouldn't be perfect in a pet friendly room but I looked really bad. Other than the serious pet spots (prior to my dogs arrival) The bathroom and sheets were sparkling and the customer service was fantastic.

Due to a mixup on quoting a rate to us, the Manager required us to switch rooms @ 10:15 at night. She actually told me to come back to the Hotel to switch during the day. I refused because I was grieving with my family over the loss of a family member in the school shooting. Possibly the most insensitive approach to Customer Service I have ever witnessed.