Home2 Suites Overview
Home2 Suites has a 2-star rating, derived from feedback provided by 140 customers. In the Hotels and Resorts category, it secures the 51th position out of 883 companies.
Rating
Contact Information
Website
www.hilton.com
Phone
(877) 646-6302
7930 Jones Branch Dr., Mclean, Virginia, 22102, United States
Home2 Suites Reviews
Maria
Bad experience
Room was dirty christie wasnt help at all I told her I will write the bad review she said no one would believe you The second night was the same problem the room was dirty and smelly She would not be any help
Anonim
Breakfast Bamboozle
A Hilton Honors customer service rep hung up on me when I calmly said that my call was rerouted and I didnt think I speaking with the appropriate dept. SHE HUNG UP. I am beyond frustrated with your gross unhealthy biscuits and gravy offering at bfast. When you dont offer oatmeal you eliminate options for vegans. You used to offer it routinely and it was so appreciated.
Priya
Complaint
Room reeked of urine. There were stains on the mattress and the carpet smelt This hotel lacks hygiene. I would recommend not booking here as its not worth it at all. The breakfast is overcrowded and not fresh. The staff is not very friendly especially the cleaning manager Maria. The hygiene needs to be inspected
Luwanna
Did not accommodate us with a reservation 2 days in advance
Was rude at the front desk! Our gold membership doesnt mean nothing at her location! Very disappointed will not stay at these hotels again.
ktkids
Very disappointed guest....Hotels.com itinerary: 725937****5495
I recently stayed at your Home2 suites in Saginaw, MI. Upon arriving, I asked if I could change my reservation as 1 of the guests that was to travel became ill and could not go. I was told that they were sorry, but the hotel was sold out for the night. Upon entering our suite (Room 125), it smelled terrible of stale cigarette smoke. I wasn't positive that I had requested a non-smoking room, as I did not have access to check my reservations. We stayed the night in the room, but it was a TERRIBLE night due to the strong smell. I use a CPAP machine, and as of now, 2 days later, I am still struggling to remove the odor from the machine and hope it is not ruined permanently. Upon arrival at home, I checked my reservation and indeed request a non-smoking room. I did contact the hotel, but was basically told "tough luck", and next time ask for a change in rooms, which I had done from the beginning without even entering room 125. It was also stated that all of the rooms on this property were smoke free, and all smoking was done outside, and if smoking occurred in the room, it would have been thoroughly cleaned before my stay and the past occupant would have been fined. WRONG. I'm hoping that you care enough about your company's reputation to do more than tell me "tough luck". I look forward to hearing from someone in the near future regarding this issue. As I work all day, please respond by email to this issue.
Judy
Horrible experience - Home2 Suites Charleston West Ashley, Charleston, SC Management service the worse I have ever encountered.
First night there found a cockroach running around on the kitchen counter around 10 pm. Killed it and took it down to the front desk. The girl said she would have to call her manager at home. Called her and got no answer. Said the manager would be in at 8 am. We were going to MUSC in the morning so I left my number for her to call when she got in. Never heard from her. We requested a refund and the girl at the desk that next day also said that her manager would call us. Still have not gotten a response from anyone at that hotel. NOTE - have stayed at several other Home 2 Suites and have been very pleased. This one we will never return to.
Rick-N-Debbie
Room reservations, Condition of the hotel
I made reservations in June for a room with a balcony with ocean view. Upon check in, I was informed I did not have a balcony room. I ask more than once to make sure that I was getting a balcony room. The front desk clerk and GM informed me that it was only a request for the balcony and not quarantined since it was made through the .COM reservation center. Now, I will say that I would never have booked it if she had told me that it was only a request for a balcony room. I ask if they had a balcony room available, but she told me she had one, but it was reserved. I really felt they bumped me to the cheaper room just to be able to sell the balcony room for more. Get even worse. There was so little water pressure that I could not wash my hair and the water was just a little warm. I was not the only one with water problems. I heard many guess checking out complaining also., I went to get some ice (2nd floor), there were bags of either soiled laundry or trash that smelled of *** I almost got sick from the smell. This hotel is an embarrassment to the Hilton Name. I am requesting a refund for this stay.
Rick-N-Debbie
Room reservations, condition of the hotel
I reserved a ocean view with balcony for July 4th when I called to make reservations. The lady assured me that I would have a balcony. Never did she tell me it was a request for a balcony room. When I got to the hotel , I was told that they did not have a balcony room available. When I expressed my dissatisfaction with the room that was available, they told me the reservation was made as "request only" and not a guarantee of the type of room I thought I was booking. After giving me two wrong numbers to call customer care, I did go to the website and called customer care, but I didn't receive any help. The room they put me in was a corner room with very little view of the ocean and of course without the balcony. There was a balcony room empty, but I was told they could not give it to me due to a reservation for it was already done. My question was " if you can bump me to a regular room, why can't you give me that room and move them to the room without the balcony" they refused to accommodate my request. I felt that they bumped me to a regular room and then rented the balcony room at a higher rate through the hotel rather than as I did through the .com reservation number. This hotel gives Hilton a bad reputation. Also, there was not enough water pressure to even wash my hair and very little warm water to bathe. I was not the only guess complaining of no hot water. The dinning area floor was so wet from swimmers coming in the main door to use the restrooms. The entrance door that would have allowed guest to to go directly to the restrooms was locked from coming in from the pool area. The next morning I went to get ice ,2nd floor and there were bags of either laundry or trash piled in that area that smelled of *** It almost made me sick, it was so bad. I can say that 4th of July at this hotel was not Hilton quality. I would like to be reimbursed for this room.
Anonim
Complaints
The girlfriend worked at the Home2 in Centerville, Ohio. The AGM on Father's Day came to the front desk, and said these guests are *** bags, the girlfriend who works there heard it, I heard it, so I made a complaint to hilton.com this week, on the Fourth of July, the GM calls the girlfriend and is pissed, on the warpath, looking for me, tells her that he's coming to my residence and I better have a gun. In the complaint I said that he wouldn't do anything and that they both should be fired, and here is your GM threatening someone over a valid complaint and holding them accountable.
Linda
Resolved: Terrible Customer Service- Charged for room I didn't use
Updated by user Jun 20, 2023
Company fixed the issue and I have been provided with full refund. I am very grateful that they at least resolved the issue after I emailed them.
I never checked into the hotel and did not intend to purchase this and that was the right thing to do. Thanks.
Original review Jun 20, 2023
I made a reservation last night for a hotel. I kept looking to make the reservation for June 24th to June 25th. The prices were very high. I got an alert that I could reserve for this price. I paid in full to get that price. I don't know what happened but I accidentally had June 19th as check in date. When I had been searching I had my paramaters for June 24. I was nowhere near ohio last night on June 19th. It was 8pm at night. I never checked in. I was not intending to check in. I don't normally pay before a hotel stay but the prices were so high so I did this time. I called right back 1 minute later when I realized I made the reservation for the wrong day. They told me "sorry, this is non refundable". This was a total mistake. I asked for a supervisor. They told me there were no supervisors. To call back in the morning. I called back this morning wasting work time and I waited 30 min. I would like to be refunded or at the very least, allow me to modify the reservation for June 24th to June 25th instead. I make reservations all the time online. This was just a mistake. Somehow it did not choose the original date I was looking for. This was not my fault. I am now out $300! Why would I ever do business with your company again. I am leaving bad reviews everywhere if you don't refund my money.
Nikki
Reservations
We have a reservation as part of a stay and play for baseball our whole team is at the Home 2 Suites in Kansas City by the airport. Our reservations are for June 8-11. On June 9 we found out we wouldnt make it to Sunday so when we got back to the hotel at 3:30 I called the front desk to cancel my night for the 10th more than 24 hour notice. I was told by Carlos the manager nope I couldnt because they needed 48 hours. Ok I understand even though I dont agree. We went to dinner where several (4 to be exact) other families said they were going to talk to the front desk to get out of their reservation (still June 9th at about 7 pm). They talked to Carlos when they got back to the hotel and they got rid of these families reservation for the night. I found this out and went to Carlos morning of June 10 and he told me no they cancelled it on June 8th I said no they didnt they did it last night when we got back from dinner and he completely lied. I am beyond pissed about how this has been handled. We stay at many hiltons for hockey and baseball and I will actively now not stay there due to this crap that was pulled at this location. Marriott we have never had a problem with cancelling in 24 hours and sometimes less time . Maybe you should give manager Carlos a lesson that families are traveling together we eat dinner together we sit at games together we know what each other is doing good luck lying to try to go back on your wrong doing.
Pissed
Corrupt Management
I was wrongfully dismissed by management. Prayus the owner of that sorry *** hotel is a *** Head. A real *** Staff not trained properly and then they have the nerve to be upset when something is done wrong. They fire you before the 90 days are up on purpose. Racist gossiping *** that's why that one young lady walked off the job. I heard the manager White girl Whitney Cooper call another black staff member an animal. Huge language barrier between staff and housekeeping. This lack of communication delays everything. Lack of control... management is never there to help the new hires. Even the people who came in for appointments to see the manager complained about the managers always being late for work and meetings. They are burnt out. Guests at the hotel complain all the time about management because they are sorry and pathetic not suitable to be managers at all . She thought she could manage being a manager of a hotel but she really can't and she's overwhelmed. Eventually it will all be gone and I'm happy!!!
Shondalyn
No reason
The hotel is charging me for incindentals. I requested a detailed/itemized bill, so I can see what I was charged for. The fire department said a pipe burst. The engineer at the hotel said the sprinkers went off and cause $3000.00 worth damage. This is the reason I want a detailed statement of the charges.
Shondalyn
Requesting and itemized of charges
I stayed at the Home2 Suites in Nashville, TN. During my stay a heard a loud boom and then another boom. Water started *** and overflowing everywhere. We ran out of the room with the kids. Thank goodness my niece had a room on another floor. The fire department was called and we were told that a pipe had burst. Other rooms on the same floor were flooded and guests were moved out of the suites. I asked the GM for another room but he never offered to accommodate me or my family. My kids were in the hotel with wet clothes on because the water was *** everywhere hobby. We left and were told an investigation was pending. The next morning, I called and was told by The Assistant GM not to come to the hotel, and security would throw me. Once I got there, I asked the staff to print a copy of an itemized bill showing the details of the incidentals. I was greeted by the Owner of the establishment with insults and blame for the damages. Not once were the staff or managers concerned about the safety of my family, only the other people staying in the hotel. When we were allowed to go back to the room to get our things, the ceiling come down and almost fell on my nieces head. I do not believe I am responsible for the plumbing or sprinkler system for this hotel. I have requested a copy of the report from the fire department and I have retained legal representation. I simply asked for a detailed bill and itemized incidents of what I am being charged for. The staff refused to give me a copy. I was given a printout with the total amount. As I said the owner was rude and belligerent. He told me to never to step foot in his hotel again. Not to worry, I will never return or recommend anyone I know to this visit this hotel. I travel a lot and things happen but this is absolutely out of order and absurd.
Heather
Complaint of stay
We came to stay at the Home2Suites for my birthday for 3 days. We are not from around here. We checked in and went to our room and realized we had gotten a queen suite instead of a king. We went to the desk, and they said that there would be an extra charge for a king, so we stayed in the queen. We unpacked everything and showered and went to lay down to go to bed and there was BLOOD all over the left side of the sheets, so we went back to the front desk. They told us we could switch rooms, but we had already had everything unpacked and hanging up in drawers and in the fridge, so we asked if they would just come change the sheets, so they did and said they would have a manager contact us right away, but the whole time we were there no manager contacted us. Friday night the lady at the front desk said she would have a higher up manager contact us, and she would reimburse us for nights stay there right away, but when I went to check out this morning no manager was available still, and we were not reimbursed for one of the nights. I was charged in full for the entire stay with no discount and the front desk gentlemen was very rude and told me he had to charge my card bc I had asked him to wait until I spoke with a manager please even if it was Monday, but he was very rude and said there was nothing he could do and that he couldn't call his manager on the weekends. He checked me out and gave me a receipt and told me to call his general manager tomorrow. The reason I get a king bed is bc of my back and the queen bed that my fiancé and I slept in was extremely uncomfortable and both of our backs and my neck are hurting pretty bad. We did not receive any room service the entire time we were there. The room was not as expected when we walked in, when we had ordered a king kitchen suite. They could have told us online that there wasn't going to be a bathtub, either. We drove 2 1/2 hours to relax and enjoy my 35th birthday, and it was ruined by our stay at this place. I don't have a lot of money and am in a fixed income, it took me a long time to save up this kind of money to pay for something that was the worst stay I've ever stayed at and the worst customer service from the employees except for the ladies that came and changed our sheets. I am hoping you will reimburse me for this stay here at the Home2Suites by Hilton because we will never be staying at one again. Thanks for ruining my birthday stay with you, I really appreciate it a lot... This was supposed to be relaxing and comforting and a nice getaway, but it was none of that.
Julie
Home 2 Suites Overland Park Kansas
My 20 year old daughter stayed at the Home 2 Suites hotel in Overland Park Kansas on July 30. She and 2 friends had traveled from our house in Wichita Kansas to Kansas City for a concert that evening. I had convinced them stay in Overland Park because I didnt want them on the road for 2 1/2 hours after midnight to come back home. I told them to find a flagged hotel - they settled on the Hilton brand and picked the Home 2 Suites in Overland Park. They arrived at the hotel around 4:00 pm on the 30th - they were told that the room wasnt ready yet. Understandable - we know that places are short staffed. They were told around 6:00 that the room was ready and were given keys. They got into the room and it hadnt been cleaned from the prior guest. Both beds were unmade, empty water bottles on the counters, full trash cans in the bathroom, dirty towels on the floor. They contacted the front desk and housekeeping came up to the room. Housekeeping acknowledged that the room hadnt been cleared. The girls were leaving to go to the concert and housekeeping agreed to clean the room while they were gone so it would be ready on their return. So - everything was ok right? Wrong. They returned to the room at midnight (these times are important) to discover that nothing had been done to the room. it was the same state of uncleanliness - nothing had been done. Beds were not made, trash was not emptied, dirty towels were still on the floor. They called again to the front desk - and were basically told there was nothing that could be done. There were no available rooms and there was no one to clean the room. The girls asked for clean sheets so they could at least change the beds so they could sleep. The front desk denied the request. I guess the expectation was that these girls can snuggle with the bodily fluids of the prior guests in the bed that hadnt been changed? The girls then asked for a refund because they didnt feel like they could stay in the room. They were denied a refund. The girls felt that they had no choice but to leave. They went to the front desk - turned in their keys, and notified the desk they werent going to stay in a dirty room and they left. Because of the inaction of the hotel to do anything about this situation - these girls got in a car at 1:00 am and drove 2 1/2 hours back to our house. The reservation was made through Expedia - they called Expedia and asked for a refund. Expedia contacted the hotel and the hotel again denied the request. We have sent in a prior complaint to Hilton on this and received a so sorry - here is a coupon for a free night stay. But no refund for a dirty room that was never cleaned and now a request to come stay with us again? Not going to happen. We were then forced to dispute the charge on the credit card to try and get some action. I received in the mail tonight the response from the hotel. - because the girls checked in and stayed for six hours no refund will be issued. This is beyond ridiculous. They checked in because they were told the room was ready. They did not stay for 6 hours. They left because housekeeping assured them they would clean the room while they were at the concert. They returned and nothing had been done, forcing them to leave the hotel. I know my daughter is 20 and this is her responsibility. She is now studying abroad and doesnt have the ability to continue to defend this and wont be back in the US until Dec 23. She wont even be in an type of Wi-Fi service for at least another 10 days. Weve been given until 11/13/22 to respond to the hotels denial of charges. I will attempt to defend on her behalf but not sure how far I can get going that route. I give up. Fighting this is exhausting. The fact that the owner of this hotel (and I cant find who it is) and the manger of this hotel (again - I cant find who this is) thinks that is an acceptable way to treat guests is appalling. If you look at the reviews online of this hotel - there is a definite pattern of mismanagement, uncleanliness in the hotel, and a general lack of dont give a damn. I know that Hilton has standards for their flagged hotels. Maybe its time to take a closer look at this one? They are not living up to the Hilton standards. My daughter will learn a lesson on this one. Your management team has made sure of that. We will move on from this. Its not worth the continued fight. A $159 charge isnt a lot for your hotel - its was a lot of money for these girls. Because I am the one that insisted they stay in a hotel instead of driving (and they ended up driving anyway) I will make it right with them. Dont worry about doing the decent or honorable solution on this one. She will learn that life isnt fair, businesses sometimes just care about making a dollar, and doing the right thing doesnt always happen. Im sure nothing will happen with this. But I wanted someone to know how horrible and frustrating this has been. Hopefully someone will forward this one to someone in the company that can at least have a conversation with the owners and managers of this hotel and maybe tell them to do better and dont discredit the Hilton brand? I just expected more out of Hilton.