Hampton by Hilton Hotels in Huntsville

Sometimes things happen in life that are out of your control. It's how we react to them that can really make a difference. We arrived late in the day and were exhausted from work. We pretty much went to bed right away. In the morning, I realized we didn't have any hot water. I told the gentleman at the front desk. He just said he would write up a ticket when the maintenance man came in. He was friendly enough but had to prodded before he even apologized for the inconvenience. I received a text message asking how my stay was going and telling me that they email a receipt when I departed. I don't know if all guests get this text message or if it's only for diamond members. There was no mention of the lack of hot water in the text. I responded and asked if this was a real person or if the message was AI generated. Someone replied and said she was an actual person. I asked if she knew we had no hot water and she said she did. She said she saw the maintenance ticket. I told her that would be too late for us as we had two get on the road and so we had to take cold showers. Still no apology! Later I received another text from someone else. I later found out that this was the general manager. She did apologize in her text. Maintenance came to our room as we were packing up to go downstairs, grab a bite to eat, and leave. I asked if he could just wait until wen left as it was too late for us, we had already showered in the cold water. I ran into the maintenance guy again in the breakfast room. We had another conversation and I said I hope I didn't sound rude. I explained to him that it was too late for us so it was better to just wait until we left and fix it to help the next person. I saw the lady at the front desk heard our conversation. I know they knew what we were talking about. Still no-one came over to speak with us in person. When I checked out all that was said to me was ”Do you want a printed receipt or should I email it?” I asked her if she knew we had not hot water and she said she did and she did now say she was sorry about that. There was no mention from anyone about discounting our room, or maybe some extra Hilton honor points or something. Just..... nothing! It left such a bad taste in my mouth as we left the property. After we left, I decided to text the number and explain how I was feeling. I told her that I was disappointed that no-one ever actually spoke to me in person. I got another text message that I thought was very rude. Half of it was in all caps. I responded and told her that I felt like she was yelling at me with all of the capital letters and I hoped she had a nice day. She didn't respond. I have stayed at many Hampton Inn properties across the globe and I have never been treated like this from management. Tonya, if you are in fact the general manager, you have a lot to learn about customer service.