Hampton Inn Carbondale - Carbondale, Illinois

Susanna Perrett

We are loyal Hilton customers for many years. Hamptons are a go to. Usually clean comfortable and affordable. It just isn’t the case here anymore. We had two rooms neither was clean. There were dirty linens in one and rat poison pellets. And the floor in the other was so sticky, many dead bugs and the room was just generally dishelved. The hot water didn’t work - cold showers. The toilet didn’t flush properly - which they never fixed properly. The water pressure was lacking. The whole thing was just generally not to standard. It seems that things have just gone down hill here. While the staff was always very pleasant and understanding the management just isn’t on top of maintaining the property.

L Berkowicz

I had a wonderful overnight stay here recently. The staff were very nice on check-in, and the room was very well kept. I had a great night's sleep. Because I was from out of town, I didn't have a ride to an early morning flight, and Uber and taxis weren't very reliable at that time. One of the staff (I believe the new owner or manager) was so incredibly generous and offered a ride to the airport. She was so sweet, and she saved me so much anxiety about making sure I could get to my flight in the morning. Anytime I come back in the future, I'll be sure to stay here again!

MARY L

This was my worst experience at a hotel ever. The room (and many others apparently) stunk of sewer gas. I was told when I returned to the desk after smelling the room that the problem had been worked on that morning and it would dissipate. (Lie #1). I was also told that the hotel was full and we could not change rooms. We believed that the smell would go away, but purchased air freshener and a candle to help us get past the odor. It only got worse throughout the night--and we obviously didn't want to have a lit candle while we slept. In the morning, we were told that the smells appeared in rooms randomly and had since the casino was built nearby. ||The desk clerk/manager said that she would get us a new room for the next night and she or one of her staff would move our luggage to a new room that day and would call us with the new room location. (Those were lies #2 and 3.) We got to the hotel that evening, and we had not received a new room nor had our luggage been moved from the stinky room--we'd offered to put it in our car for the day, but were told that they wanted us not to have to do that. The only positive thing was that the clerk on duty that night accompanied us to our by then unbelievably stinky room--the night clerk said she couldn't believe they made us stay there--and made sure our new room was fine. We would not have stayed at this hotel if we thought that the smell wouldn't dissipate. The next room was fine, but we heard the next day that other rooms were also sewer smelling and the first floor hallway near the breakfast area was so bad that people were saying it was making their eyes water just to walk by. With all the lies and smells, the same desk clerk/manager said that all she could do was apologize. This hotel should not have the Hilton name attached to it. They do not hold true to any of the standards of Hilton hotels that we are accustomed to as Diamond members.

N MM (No monkey business)

RUN……..We have been staying here for over a year. When we first started - the hotel was clean and well maintained. Apparently corporate sold to an independent in December and it has gone down hill fast! When we came in August the room smelled like sulfur - they moved us to the room below - well, it still smelled. Put us on the other side of the hotel and it was ok. Back again in September, hotel is dirtier, smells like mold and urine. They have not cleaned the carpets or maintained anything. Pool has been down - we were told they will not pay to have a pool service come and maintain the pool. They expect the employees to maintain, whom have no experience with pools. Very sad to see this hotel tank so fast. Great location and the employees are amazing. They were getting screamed at (system went down, no one could get into their rooms) and they kept calm and collected. Seems they cannot keep help - I guess When you have no support, why stay. Stay at your own risk.

Anthony Schneider

I stayed at this hotel for work, and unfortunately, my experience was disappointing:

Bugs in the Bathroom: A major hygiene issue.
Water Issues: Took 3–5 minutes to get hot water; I ended up taking a lukewarm shower the first night.
Beeping Noise: Persistent noise (like a smoke alarm with a dead battery) disrupted my sleep several times. It turned out to be the dryer beeping.
Fire Safety Concerns: Black tape covered what appeared to be fire safety devices—concerning and likely a violation.
Sewage Smell: A strong odor on the other side of the building was nauseating—clearly more than a minor issue.
After checkout, I had to retrieve a forgotten charger. The front desk staff assured me it wasn’t a problem, but later, management charged me for an additional night. Despite contacting Hilton and the Carbondale location, I’ve been ignored or dismissed.

I almost never write reviews—even when I have bad experiences—so the fact I’m writing this should tell you something. It’s a shame because I’ll be traveling here often for work, but they traded one quick score (the extra night charge) for what could have been 15+ stays a year. Not a smart way to do business, and it shows they don’t prioritize customers.

Lastly, I know they’ll likely respond with the usual "we’re sorry you feel this way" and flowery promises, but in my experience, they don’t actually care. Be forewarned.

In conclusion: I won’t stay here again and recommend you look elsewhere. Between the bugs, safety concerns, noise, and shady practices, this place reflects poorly on the Hampton brand. Lesson learned.

Rohn Wagner

There were bed bugs in the room. When we tried to report it to the hotel manager but she denied it. She was also rude to my daughter who was trying to explain the situation and her experience with bed bugs. The manager wouldn't listen and hung up on her. I had to file a complaint with Hilton corporate. We were supposed to spread 2 nights but we only spent 1. At least we only had to pay for one night. We will never stay there again.

Cari Ahrens

We travel a lot for work and try to use hotels within the Hilton Family because we are Honors Members and like consistent service. This was by far the worst experience we have ever had. The first reservation for 12/23- 12/24 was wrong, they had all 3 guys in 1 room instead of 3 rooms. The desk clerk fixed the reservation at check in. They also fixed the other 3 upcoming reservations. (12/26, 12/29-12/31, & 1/2) The desk clerk did not enter the credit card information for 2 of the 3 rooms for the 1/2 stay (it is all the same card). The GM, Brenda, called me at 12:41pm regarding 1 of the 3 rooms we had reserved for this evening. She stated that if I did not giver the cc info she was cancelling our reservations. I was trying to speak with her, she was extremely argumentative and defensive and kept talking over me. She was blaming new employees. I was trying to be as understanding as possible and giver her my husband's # bc he has the card on him in Carbondale. She wouldn't let me speak. I wasn't upset about a mistake, we are human, it happens. I was upset about her behavior, tone, and lack of customer service. She was extremely rude. I finally asked her to stop talking so I could have a turn. She hung up on me and I received email notifications that she cancelled 2 of our 3 rooms. I got online and made reservations at a different hotel. When I called back to the Hampton to cancel the 3rd room I was told that I was violating the 48 hour cancellation policy and would be charged for the 1 room she didn't cancel. We didn't want to cancel any rooms. I did ask that they waive this fee considering the circumstances and she refused. I called Hilton and was on hold for almost an hour. The supervisor was contacting this hotel to have them waive the fee when I was disconnected due to spotty wifi. Hopefully we can get this resolved. We needed at least10 more nights, but obviously Brenda doesn't want the business. In reviewing other experiences here there seems to be negative common denominator.... Benda!
Hilton's service is normally top notch. To be continued.......

Wael Darwish

The manager, Brenda, at this hotel was unfriendly and inconsiderate in her communication with customers, and seemed unwilling to assist. While it’s possible she was having a difficult day, this behavior does not reflect the standard we expect from Hilton. We plan to report our experience to Hilton Honors, as we’ve noticed similar feedback/reviews about this manager from other guests.

On a positive note, we want to thank Grissett at the front desk, who went above and beyond to help and support customers. Her kindness and professionalism made a difference in our stay.