Hampton Inn & Suites by Hilton Avon Indianapolis

I booked a 7-night stay at Hampton Inn & Suites Avon through ******* (July 27 – August 3) for my family, including my daughter who uses a wheelchair and has special needs. We specifically reserved an accessible room with two queen beds and an accessible washroom. When we arrived, the room was not ready, and we had to wait 1.5 hours. We were then given a room with only one king bed and a sofa bed, which was not suitable for our needs. The room also had a strong cigarette smell, making the first night very unpleasant. The next day, hotel staff first claimed they did not have the room we booked. Later, they offered us a room with a tub and bench that worked better for our daughter, but this was only available the following day. Some employees were kind and apologetic, and they told us we would receive Hilton Honors points as compensation. On August 1, we spoke with the manager, Stacey, and requested to extend our stay by one night without charge, using points to cover it. She told us it was “all set.” However, the next day we were told this was a misunderstanding — she had only been referring to awarding points, not a free night. There was no further apology, and we left on August 3 feeling frustrated and taken advantage of. This experience left us very disappointed, especially since we booked specifically for accessibility needs that were not met upon arrival.

HORRIBLE experience! The front desk associate, Ashley, needs to take a MANDATORY customer service class. I was supposed to check in on a Friday. I was flying in from vacation in Costa Rica to attend my granddaughter's ballet recital. My flight was delayed 24hrs by American Airlines due to a mechanical issue. I contacted this hotel and Ashley, front desk clerk, told me they would still charge me a one night stay. I explained my situation and she didn't care. Not only did I miss my 3 yr old granddaughter's ballet recital, I had to pay for a hotel stay that I didn't use. I've been a long time Hilton Diamond member and have never had an issue like this. I will NEVER patronize this Hampton Inn and will advise others, as well. I contacted Diamond Member services and Ashley told them they weren't willing to reimburse the charges. This is a GREEDY AND UNPROFESSIONAL establishment! Shame on you, Hampton Inn Avon, Indianapolis!

Staff was approachable and happy to assist. Good breakfast options. Offered free bottles of water at front desk and had to go breakfast bags available for guests.