Hampton Inn & Suites Brownsville

Beware of bed bugs! We checked in to room 305 June 26th 2024 around midnight after a very long day of traveling and delays at airports. We get to our room we all get ready for bed. I go to fluff the pillows because they are weirdly positioned and folded up to look like toddler pillows. After fluffing the second pillow I notice something tiny on the pillow. Immediately my brain starts rationalizing that this is definitely NOT a bug…this is a piece of fuzz. It was in fact NOT a piece of fuzz piece of fuzz was moving. So again…my brain kicks in and starts rationalizing, this is definitely NOT a bed bug. I pull back the fitted sheet and sure enough another identical bug was crawling. I only saw two bed bugs but I wasn’t really trying to find more. We all know if you see one there are always more to come. We immediately call the front desk. The girl I spoke with knew nothing about bed bugs. She asked me if there were a bunch of bugs or just a few (like it really matters…who wants to lay in a bed with bugs?) they have no more rooms at this point it’s 1am. We have to pack up and leave. We finally find a hotel and that hotel was more expensive but at that point we didn’t care. The lady at the front desk told me and my husband she would let her manager know of this first thing in the morning and have her call me. For reference I am a hiltons honor member and have been for several years. The next morning I never received a phone call so I call the hotel around 9am. The girl at the front desk has zero clue that there may be a bed bug infestation at their hotel and refuses to out the GM in the phone and tells me she will pass it along. It BLEW my mind that everyone treated this as an insignificant incident. I finally get a phone call around 10am. I speak with Gisela Olivares the GM. She is friendly enough. But it was fake to me. Because she was ready to not help me. She told me that the girl at the front desk that night we left went to our room afterwards and took pictures and videos and sent them to her and saw NOTHING. Then she told me her head of housekeeping had just called her and sent her videos and pics after she stripped everything down and didn’t see any bugs either. Now, she did not call me a liar but she definitely passive aggressively implied I was lying. We should have known something was off when they had a glade plugin in the wall. What hotel needs to have. Plugin to mask odor? I read up on bed bugs and they apparently put off a musty odor. She asked me to email her the videos and pic I had, so I did. When they get to her she claimed she could not open them. Again implying I was lying. Why would we flee a hotel at 1am after the longest day of travel? We have never been through anything like this. We are business owners and we know how it is dealing with the public trying to get something for free. All we were asking was to get our money back. We didn’t cause a big scene there, we were discreet and private. She told me all she could do was refund me for one night of our stay and give me 20,000 points. I didn’t want points I just wanted a refund because we had to seek out another more expensive hotel. What bothers me the most about this is that she doesn’t seem to care that there are bed bugs in her hotel. She told me she wasn’t going into work that day (it was a Saturday). I’m sorry but if I am the GM of a hotel and a customer tells me they found bed bugs I’m going in that day and calling pest control and getting this fixed. I’m really concerned that there is about to be a big problem at that hotel and then passing along to patrons that stay at this hotel. I cannot believe she does not care. I didn’t even want to post this review but I feel like I have to to help anyone out there. I did call Hilton with what happened to me and they did refund me my money so I am very grateful b they believed me and never even asked me to prove we had bed bugs. I guess they saw how often we stay at hiltons and we’ve never done this before? Whatever the reason I am grateful they helped us out. I cannot upload the videos but I have two videos.

Horrible The manager here named Gisela is a dishonest, cheater, and very rude (as are her staff apparently). This Hampton Inn is a fake/not an actual Hilton. The For the stay motto, means absolutely NOTHING HERE. *This is an independent franchise instead. There is no corporate recourse for ANY problems. They are foreign owned. This location operates completely on its own. They do not care about any guest issues. There is NO CUSTOMER SERVICE. They can fabricate lies, and cancel your reservation without an honest reason, and without any notice. It is a dishonest, deceptive, fraudulent operation. When you make a reservation, and they quote you a rate, they give you an actual confirmation number, then they increase your daily rate, and cancel your reservation when you question it. Bait and switch. Illegal. STAY ANYWHERE BUT HERE They are cheaters. Not to mention: When breakfast runs out, it is not replaced. The food ladies all have attitudes. The elevator permits are long expired. The bathtub floors are VERY dangerous/slippery. Everything is old and gross. The rooms (at check in) are dirty. They are fakes and frauds. They cannot be trusted. Your belongings are not safe in a place that the staff lies and cannot be trusted.

Excellent stay Hotel room was cold, and bed was very comfortable. George at the front desk was very courteous and friendly, everything went smoothly at check in and out. breakfast personnel are very polite and were very friendly as well. Management should be very proud

Typical Hamton Inn The hotel is quite a way from downton beside the interstate. Its a typical Hampton Inn so you know what you get in advance. Free parking, free breakfast and clean rooms. If you stay there stop by ad Rudy´s bbq which is only a few yards away.

Fantastic staff Breakfast every morning included with variety every morning. Clean rooms with attention to detail. Close to some restaurants and stores that you can walk to but avoid Jonny Corinos. The best part of this hotel is the staff but there is one person on staff that absolutely stands out! Jaclyn was attentive, kind and knowledgeable. She lives up to the Hilton standards. I know because I was a sales manager for the Doubletree Guest suites in Houston before I started teaching. That young lady is amazing! Promote her!