Hampton Inn & Suites New Castle - Hotel in New Castle - 2608 W State St, USA

This was our second stay at this Hampton Inn in New Castle, PA. I was embarrassed when I walked through the door to see Ingrid with her big smile manning the front desk. I was embarrassed because I told her I would write a review after raving to her about her hospitality, professionalism, and kindness but had not done so. I am here to make it right. Ingrid is an asset to the hospitality industry overall, especially considering how much customer service has diminished since the days of COVID. We stay in hotels at least twice per month. We're often make to feel like we're bothering the staff just by checking in. Sometimes, I'm insulted by the front desk staff who can't navigate the company's software and refuse to allow me to check-in if my husband is not present. Though the hotel is dated, our room was relatively clean. Ingrid was the standout in our stay and the reason we will return. She does not settle at doing her job, she goes above and beyond. I believe she loves people, life, and what she does.

Our recent stay at the Hampton Inn – New Castle, PA was disappointing at best. While our room was clean, which is of upmost importance. However that is the only positive thing I can say about the quality of our room. After cleanliness the most important item is comfort and a good night’s sleep. Unfortunately that was hampered by a very uncomfortable bed, pillows that were flat as pancakes and a top sheet that was so worn, we could actually see through it. Add to the deadbolt that didn’t lock completely, the very old shower door that we had trouble opening, a microwave located on a shelf so low that the buttons were at my knees and almost impossible to read, and a tv without a channel guide. The last straw was taking food out of the refrigerator and finding it was frozen solid and ruined. (There was no temperature control in the refrigerator.) Also, the room didn’t have a safe, which is pretty basic in most hotel rooms, regardless of price.

Front desk staff was excellent. Hotel is showing some wear with torn seating in the breakfast room. Room was relatively clean. Shower had black mold. Price was high for the quality.

This was my first time staying at this Hampton Inn. I often travel to New Castle to check on and visit my mom, and I usually stay at the Holiday Inn. However, this time I tried the Hampton and I was pleasantly surprised. The establishment was clean, the staff was polite but not as friendly as I was used to, the rooms gave old world decor, the location is perfect! close to everything. Upon checkout at 11, I still had work to do and wasn't scheduled to leave town until after 5. The hotel was gracious and kind enough to allow me to finish my work in the lobby as I waited for my ride until 5. I enjoyed the stay and might come back again.

Front desk and breakfast staff were so friendly. ||The room is in need of a deep cleaning and repairs. See pictures. I would be embarrassed to have this hotel as part of my chain. ||When a hotel room is in this type of condition - you should have daily cleaning. There is NO discount for any lack of service that they provide. Chair was stained and gross, bathroom ceiling had water damage and looked to almost be falling down. Black "mold" around the shower - this was $150/night.

My wife and I travelled here with our 2 kids and my mother to visit friends while being out of town. The front desk staff, and the service staff was helpful and kind but I have been waiting for a contact from the hotel management for over 2 weeks to discuss documentation that I needed as we had to leave the reservation early. The room that we stayed in, a double queen suite, left a lot to be desired in the cleanliness and room maintenance department. Tiles were cracked, blinds were broken, and light fixtures were hanging with exposed wire. I was definitely not impressed with the outdated rooms, and the lack of cleanliness of the room which had garbage and hair ties behind the sofa and bed. Which is my reason for rating 1 star in rooms. The real disappointment happened when we left the stay a night early. When checking out a day early because our son got sick, the staff let us know that they would be following up to discuss if the non-refundable rate policy would be able to be waived. I am still trying to get answers on this and the stay was almost a month ago. We booked through a travel service, which, I understand complicates that, but at the minimum, I would have expected someone to at least reach out when they said they would. I am trying to get documentation now of the forfeited rate that went unused, but I can't get in touch with anyone that will help. Like I said, the front desk staff was great, but the lack of follow through on what I was advised is why the service gets only 1 star. Location was fine, not much to explain, it's New Castle, central to where we needed to be. Traffic from Sheetz and the fast food nearby wasn't great through the parking lot. That all to say, we normally stay at the Holiday Inn Express when we need to be close. I wish we would have this time, and probably will in the future.

We are easy going and have stayed here quite a few times over the years with no complaints, however this place has gone way downhill. Although the staff was friendly (specifically the woman in charge of breakfast) and breakfast was good, the room was below average. Beside the fact that we had to kill a centipede on the floor and a very large wolf spider on the wall, the chair was badly stained, wall paper was starting to peel and there was even a clipped toenail on the rug. We notified the desk when they texted us about our stay, but because they said they were fully booked, they said they couldn't change our room until the next day. They never did. When they asked if there was something they could do to make it right (via text message), I suggested that they give us a deduction on our bill. They never did that either, nor did they respond back. The morning we were leaving, we came back to the room after breakfast and saw an exterminator leaving our room, regardless that we had the 'sleeping' tag on our door. Needless to say, we don't plan on ever staying there again even though they claimed renovations are scheduled for this Fall. If we have to go a little furthur out of town to stay the next time, it will be worth the drive.

I try to be fair to businesses as well as interested clientele when writing reviews and not just whine and complain, so let me be thoroughly fair when discussing the property. Staff were professional and appropriate in their behavior, not necessarily kind and polite, but not rude and indifferent either. The hotel was clean and rooms were dated with some items needing attention, but no major issues or disrepair. I am not a motel snob that believes everything must be perfect and in the condition that we keep our house. Morning breakfast was typical and reasonable in quality, selection, and appearance. Price is high for this area per room imo. Location is acceptable with some shops and restaurants within a very short distance. This is a pet friendly property, and from that comes the major issue. The property was not full either night. The dogs were left unattended through the night both nights. When I called the front desk they told me no one was in the room to do anything about the barking. Interestingly enough someone who worked midnight shift was supposedly staying in the room and leaving the dogs unattended. So every night by 2:00 a.m. they were yapping incessantly. I called as well as use the texting app to contact the front desk. They said there's nothing they can do since the owner is not there. Later in the day through the texting app they sent out a blanket apology to people who had complained over the noise issues and apparently there were several. We were out for the day and returned to our room late afternoon. Everything was quiet. We made the incorrect assumption the issue was resolved after the apology and multiple complaints, but no the same thing happened. The second night by 2:00 a.m. the dogs were yapping incessantly. So the motel solution was to transfer us to another room at 3:00 a.m. as opposed to transferring us immediately upon the issue that they never resolved the first night. I am not against dogs. But when there's an obvious issue, a dog owner should be placed at the far end of a hall and people should be warned if they have to stay next to unattended animals and given the option for another room or a whole other property. No one offered us another room until 8 hours before our final checkout, a discount, any type of compensation. This will be our last stay with the Hilton properties. We travel extensively and stay in motels over 90% of the time By far, the worst stay we ever experienced. We have had other issues in the past with Hilton properties but continued to try to give the chain the benefit of the doubt. Both Holiday Inn, Comfort Inn, Country Inn& suites, etc. many others are far superior in cleanliness, repair and customer service. Two nights for well over $300 in a mediocre location, maybe 4-5 hours of sleep for 2 nights with the issues. NEVER AGAIN.