Hampton Inn & Suites Berkshires-Lenox

Very nice clean hotel , away from the main road can’t hear the cars.
Breakfast usual Hampton fair

In a single word, Horrible!
In attempting to make a same day reservation through Expedia - July 20-21, my wife inadvertently made a reservation for August 24-25. In attempting to cancel with Expedia, we were told we simply needed to get the managers approval.
Expedia called Ms. Rummel to receive approval, Expedia informed me that she refused. When I went to the front desk to ask to speak with her, and inform her that I had Expedia on the phone, I was told 15 minutes. When I walked back to her office - which I shouldn't have - I simply wanted the issue resolved. It would have taken her 15 seconds. Instead of even thinking of offering help, she aggressively approached me and screamed at me to get out of her office. I have read other very negative comments about her mean spiritednes. It's mind numbing that she still has a job.

Chronologically:
- hotel set far back from road so it is very quiet.
- check-in online did not work. Checked in day before arrival but front desk had no record of it. Was not able to get specific room I wanted.
- room very nice and clean. Nice layout of bedroom and bathroom. New hardware.
- toilet flusher was “broken” - called front desk and they came quickly and fixed easily.
- air conditioning was ok but blower was only in high/auto mode and room warmed up too quickly. No option to keep blower on low to provide even cooling.
- breakfast good, especially make your own waffle mix/machine. Several other good options including yogurt and fresh fruit (though fruit did not include bananas and apples were either not ripe or over-ripe).
- biggest issue was that room was not cleaned, bed not made and towels not replaced! We saw when returned to room at 4pm and was told room only made up every other day. (Towels that we threw on floor, as most hotels tell you to do, were quickly replaced.) important thing is that we were NOT told this was policy in advance and we did not see it on web site. We were traveling with another couple and they had the same disturbed reaction - we SHOULD HAVE AT LEAST BEEN TOLD when we checked in!

The room and location were great. It was close to Ta nglewood and breakfast had lots of choices. They have cheerios and chobani greek fat free plain yogurt. We have stayed here 3 times.

Clean rooms, nice staff, great amenities, good breakfast, fresh water and coffee available all day.

NA
The bedding was fantastic

The hotel is conveniently located, clean and friendly. The shower door was unusually heavy and easy to move.

The building was updated which lent for a very inviting atmosphere. Staff were friendly and helpful. I was wondering what brand of mattress and pillows the hotel uses. :) Bed was comfy.

Great location very clean and well maintained

BEWARE of this Hotel and its unprofessional, and downright cruel GENERAL MANAGER - LAURA RUMMEL!!!!

We had a terrible encounter here at this Hampton Inn with Laura Rummel, General Manager. I would steer clear of this hotel and go elsewhere if you are able to as she is unprofessional, rude and condescending. I have been a loyal Hampton Inn customer for decades and a DIAMOND HILTON member, and have never in my life had a negative interaction with any hotel personnel, particularly a General Manager! This is my first complaint, but I felt it was quite necessary to help others to avoid this abuse.

My 5 year old daughter attempted to get a paper cup off of the counter during breakfast, and was scolded by Ms. Rummel and told no that she could not get a cup. My daughter came back crying hysterically.

I approached Ms. Rummel and asked what she had said to my daughter since she was crying, and was told that she told her NO bc she was “messing up her teas.” I looked over and saw 2 tea bags that were somewhat out of place. I asked my daughter to clarify what had happened, and she stated that she was trying to get the cup and the teas got caught on her sweater, so she was placing them back.

I went back to discuss this misunderstanding with Ms. Rummel, who was adamant that my daughter was out to mess up the coveted teabags here. So, I asked her name and explained to her that I thought she was unkind for making my daughter cry, and that it was odd that she did not feel badly or even attempt to apologize for making a child cry.

**She blatantly told me that SHE WAS NOT GOING TO APOLOGIZE, and that my daughter should not be messing up her teabags and that she should not have been unaccompanied (mind you - 6 ft from where we were eating breakfast in a clear vantage point of me). I informed her I would be making a complaint with Hampton and she told me she “DID NOT CARE, BECAUSE AS THE GENERAL MANAGER - ALL COMPLAINTS COME TO HER ANYWAYS.” After I told her I would be calling corporate, she continued to double down on this statement multiple times that it didn’t matter, since the complaints come to her.**

So, BEWARE if you choose this hotel that clearly Ms. Rummel is an unhinged individual with a power complex, and will not care about your well-being, and, in fact, overtly try to to make you feel unwelcome and uncomfortable. Save yourself some frustration and mental anguish and stay at another Hilton property, or at least until Ms. Rummel has been replaced.