Hampton Inn Austin North @ I - 35 & Hwy 183

I checked into our rooms via the Hilton app and reserved our room. We arrived at 3 am very tired and ready to sleep. We got to the door and it was locked and no one was at the desk to let us in the hotel. After waiting a woman outside smoking got up to help after she was done. I requested a physical key for myself and my partner for our room. When we went to our room and were unable to open the door. We could not get into the room so she made us a new key. We went back and were still unable to enter. After multiple attempts I requested the attendant come with because the keys were not working. When the door was opened someone else was in the room. This was extremely embarrassing but also scary as the person in the room was upset by this happening at almost 4am. This is a huge security and privacy concern for myself and the guest that was in the room. At this point I wanted to leave but after driving for 15hrs and unloading my entire vehicle I was not able to safely relocate at 4 am. We went back to the front desk and I was given a key to another room that the bed had been slept in and it was filthy. By the 3 room the bed was clean but there was a live roach. The next day I talked to the manager Jamar who offered to refund the stay. He lied to us and told us our room had been moved without notice because they were going to upgrade us which isn’t possible because we had a king which is the best room they offer. He continued to put the blame on us for using the app to check in. I wanted to check out and call Hilton honors and he offered to refund the visit. We left it at that and withheld our formal complaint and now a month later I have not seen a refund it and tried to follow up with him. He stated that we have to call to get it refunded from Hilton. I iterated that to him he never mentioned this and he raised his voice at me and told me I’m cutting him off and he did say this and hung up the phone.This is very unlike any Hilton I have stayed at and highly unprofessional. I will be escalating this to corporate. I love Hilton but this location needs huge corrective action if it maintains to be apart of the brand. I encourage anyone who still chooses to stay there after reading this to document all interactions with the manager Jamar as he is a professional gaslighter.