Home2 Suites by Hilton Alamogordo White Sands — Hotel in Alamogordo

I recently stayed at this properties and unfortunately, it was one of the worst hotel experiences I’ve ever had. I booked a 5-night stay, but on the second night, the fire alarm went off twice in the evening, forcing me to find another hotel to sleep at that night. There was significant confusion among the guests, many of whom were repeatedly asking the same questions at the front desk. I refrained from adding to the congestion, trusting that the hotel staff would resolve the situation appropriately.

During my stay, I attempted to address the issue and seek a resolution. However, I was only offered $50 worth of points as compensation, which I found wholly inadequate given the circumstances. This offer is not aligned with Hilton’s guarantee of "an engaging experience and clean, comfortable accommodations. If you aren’t completely satisfied, let us make it right or that night’s on us." Offering $50 in points for such a significant disturbance falls far short of this promise. If this is how issues like this are handled, Hilton should consider changing the guarantee or removing the sign altogether.

When I raised the issue with the general manager, I was met with an accusatory tone, questioning why I had waited so long to bring it up—despite addressing it during my stay, not after check-out. This level of service was disappointing and not what I would expect from a Hilton property.

Beyond the fire alarm incident, there were several other issues that made the stay uncomfortable. The room door rattled whenever someone walked by, and the ceilings were so thin that I could hear every footstep from the room above. I chose this hotel expecting it to be the best option in town, but it turned out to be quite the opposite.

The interaction with the general manager was particularly troubling, as it felt unprofessional and dismissive. Given that this is a privately owned property, it raises concerns about whether the general manager is a family member of the owner. I would strongly recommend that Hilton review the management at this location and consider appointing someone with a more professional demeanor.

I have since escalated my complaint to Hilton headquarters, and I trust that the matter will be addressed appropriately. However, this experience has made me reconsider my loyalty to Hilton Honors. I sincerely hope that steps will be taken to improve both the service and management at...

I just completed a 3 night stay here. I expect I'll never stay again. While there were a few little problems here and there, the lack of room "refreshing" (as they call it) and completely apathetic response to my asking them about it was a complete turnoff.||First of all, like all name brand hotels in Alamogordo, this place is outrageously expensive. You have the nearby air force base to thank for that, because Hilton is gouging the government which uses these hotels a lot for visiting service members. Saw them all over the hotel. So a three night stay, all in, with tax and such, as $687. For a room for which there was no servicing. I got back after my first full day working in Alamogordo (so, around 7pm) and the room as just as I left it. The guy at the desk said, "yeah, we're short handed, so they only 'refresh' the rooms every other day." I don't like it, since I had no heads up, but okay...they are not unique in this. I was assured I'd be all good for the next day. And again, I pull in around 7pm to find my room untouched. I went to front desk and was told "oh, no, we're too short staffed to service any 'stay-overs'. So, if you stay here a week, no one will clean your room? Apparently not. That's great for $228 per night!||The breakfast buffet is often out of key items and the person working the front desk was also working in the kitchen. The hotel is out in the middle of nowhere...nearest fast food joint is five minutes away...so not the end of the world, but still. The other Hilton property in town, a Hampton Inn is older and also over-priced, but at least it's near lots of restaurants, fast food, hotels, etc. So I recommend that, until this Home2Suites (a brand I usually seek out) gets its act together. Start by replacing the utterly indifferent staff (the evening I checked in, it was (no joke) 4 minutes before any staff appeared, and of course, they appeared without explanation or apology. ||Deeply...

EXTREMELY disappointed with Home 2 Suites in Alamogordo, NM. We had an agreement for 16 rooms for 2 nights to be paid by one company credit card. Arrived at 5:15 pm and NO keys were even made yet. We are a group of senior travelers and it had been a long day, we were tired and then the hotel staff adds to our grief by announcing that everyone needs to show their ID individually to get their room keys. They did have two clerks working on our checkin and then decided we didn’t need to all show our id’s so credit to them there….but the checkin was cumbersome, slow and frustrating. One couple went to their room to discover other guests already in their room. What the heck????|Frustration continued when I requested a master rooming list as the group leader and was told “Well you should know your own people”…..Really? I answered that of course I knew every single one of my travelers… but I need to know what room they are in -in case I needed to get a hold of them. The front desk clerk then wrote down 16 room numbers on a post- it without any names!!! What guest is in what room??? How is that supposed to help? ||In addition, they would not / could not do a luggage delivery or pick up even though we were willing to pay. Most hotels charge about $10 per bag, round-trip. We’ve had hotels use housekeepers, maintenance people, Front Desk people or whoever they can get to help with luggage since most 3 star hotels out on the road do not have bell captains. But Home 2 suites was more about quoting company policy than helping us with a solution. …|I will never book a stay there again and strongly encourage any group to look...