Hampton Inn & Suites Waco-South - Hotel in Waco - 2501 Marketplace Dr, USA

We have stayed at this location several times over the years. This weekend we felt like the hotel was falling apart, and service was hit or miss. Our issues included: the room with a pull out couch my sister reserved was not available when she checked in. They sent a roll-away bed up, which didn’t really fit safely in the room, so her youngest slept on the floor. Pool was closed unexpectedly for part of the time. We had trouble getting enough towels in each room. No hand soap was available—apparently the entire hotel ran out. Same with toilet paper—one of us went to the store to buy some toilet paper. And the roof leaked over the workout facility. It was like a comedy of errors. Next visit to Waco we will go somewhere else.

I am not giving this a low rating because of the rooms, or service we received while there. We booked the room online and received a promotional rate of $100 off if we used the Hilton Honors card, so we did so. Upon checkout, we noticed we did not receive the discount as promised. We asked the front desk and were told to contact the Hilton Honors customer service, since they are the ones who offered the discount. They, in turn, said it be up to the hotel to honor the discount. In short, we fell victim to the old bait and switch scam. Thanks for showing your true colors Hampton by Hilton!!

Rooms were clean and appropriate. Towels could have been a bit bigger and more plush. When booking the room it stated that dinner and drinks were offered Monday thru Thursday. It was not an option at this hotel. The breakfast served daily was great with lots of options. The staff went above and beyond. Enjoyed our stay!

This is an older hotel. The atmosphere and customer service are very good. The hotel is not. The look of my room was very nice, but many issues. The air conditioner cover was left off on the floor, the office chair was falling apart, and the shower had very little water pressure and dripped all night. The mattress was definitely old, and had no cover between it and the sheets. The sheets were good, but the pillow batting was hard. Clean room, but not completely comfortable.

Ashley was great! The check-in was so easy (not always the case at other Hamptons). Ashley was so knowledgeable and helpful. Great stay. Thank you

Very nice hotel, even better front desk staff. When checking in, we were first assigned a room that when we entered, the door was already open. There was a very large orange industrial fan in the middle of the room on high drying the carpet. We called the front desk and Chloe took immediate action and graciously upgraded us to a suite which was amazing. Chloe showed us why the Hampton Inn and the Hilton family of hotels are a cut above the rest and will always be our home away from home. Great location and very clean room. Free wi-fi and free breakfast. They also provide breakfast for those on the go. Staff went above and beyond. Especially Chloe.

Stayed here overnight for business trip, and work tablet was in room. While I went to work, tablet was missing when I returned and SUPPOSEDLY the manager LOOKED for it and to my suprise it wasnt there.....not surprised. Beware of this location if have to leave any items in your room, you wont get back.

This review is for the Hampton Inn located at 4259 I-35, Waco, TX 76705. It is not listed on this site, probably because the reviews are terrible. Worst hotel experience ever!!!  When driving through Texas, I was sick, traveling solo, and just trying to get home.  When it got so late that I was tired and feeling impaired while driving, I called my husband to find the closest Hilton hotel.  We have been Hilton members for over 20 years.  Since I was on the road driving, he booked the hotel for me on the app and sent me the reservation of where to stop.  I entered the hotel at almost 2am to check in.  The front desk clerk, Tierney, told me I was unable to check in because my husband had forgot to add me to the reservation.  I called my husband and had him on speaker so he could give authorization.  Tierney said it was policy that she could not check me in without my husband physically there and he couldn't give authorization over the phone.  I told her that we usually check in hotels with our Hilton app but since it was so late, it wouldn't let us check in online.  She said that since we had "been getting away with checking in on the app without me being added to the reservation, we couldn't get away with it there."  I told her that we weren't trying to be deceitful, it was just late and my husband was trying to find a place for me to stay.  She said she couldn't do anything because it was policy and she told my husband to call the 1-800 number to get me added.  He called but they were closed.  When he called back to tell her, she said he could cancel the reservation and I would have to rebook on my own. Not sure why he could give verbal authorization to cancel a room but not verbal authorization to add me to the reservation. Tierney was hateful, argumentative, and unwilling to provide any customer service.  I was so exhausted that I sat down and started sobbing.  I offered to show her our Hillton membership number, confirm email, phone, address, credit card number...anything....  I had never been treated this way by a Hilton employee and I have never been denied access to a room that I paid for.  Tierney continued to keep telling me that it was "policy." || Because I felt so attacked, devalued, and belittled, I left and went down the street to the Comfort Inn and Suites.  I was immediately greeted by the warmest front desk clerk.  She could see that I was visibly upset and she offered me the greatest customer service and was the kindest hotel employee that I had ever encountered.  She hugged me and immediately got me into a room.  Tierney at the Hampton Inn should not work in the hospitality industry because she lacks the skills needed to take care of customers.  She needs to work in a hospital billing office or a revenue office where policy takes place over people.  DO NOT STAY HERE!  In fairness, I did call the Day Front Desk Manager and spoke with Luvinia who apologized and said that is not how they typically take care of their members.  This experience has made me want to change my membership from Hilton to Choice Hotels.