Hampton Inn & Suites Ashland

I stayed in a Hampton Inn in a different state the night before making a reservation at this one. The first one was great, no issues with the animals we were bringing and no complaints about the stay. The two experiences were polar opposites. I did not even make it past the lobby while checking in for our reservation in VA. I called ahead and explained that I was coming with pets and a UHAUL to make sure we parked in the right area and that the number of pets was acceptable. At the time I called, they said there was no issue with the animals and to go to the front desk for check-in. I arrived after driving 13 hours to be turned away at the front desk. We were told that we had too many pets for their policy. I admit to crying in their lobby for a hot second. I appreciate the lady at the check-in offering me a bottle of water and that they were able to refund me for the reservation(only after I asked). I do not appreciate being told one thing and then finding out another. We wound up at a different hotel after scrambling to find one in a foreign state late at night to the tune of $200 more since it was so last minute. I would advise that they ensure ALL of their team members are aware of policies so this doesn't happen again.

The rooms were great, place was clean. But the front desk and breakfast area needs some serious help. Check in gal Couldn't figure out how to charge pantry for cash so I charged it to room thinking there would be a manager or someone in the morning to deal with it and yet the gal in the morning didn't know anything either. Training sucks, there is no management and won't be back. Sorry not as diamond member I won't be back

The handicap accessible, king bed studio spacious and nicely appointed. The bed was very hard, but the room was reasonably priced. I opted for the higher speed wifi, which was much better than I have experienced in most hotels. The TV remote did not work, nor did the replacement provided at the front desk. For that, I was comped for the price of the higher speed internet. The room had numerous outlets; each side table had a pull-out table for devices, with two outlets and two USB ports. There is plenty of hot water in the shower, a very roomy bathroom. Sound insulation was not the best. I could hear a lot of noise from the pool in our room on the 2nd floor, 227. Also, the handicap accessible room was far from the elevator and the stairs. The staff was friendly, helpful, and welcoming, though I think they could benefit from having a second person at the desk during peak times.