Home2 Suites by Hilton Atlanta Airport West — Hotel in Atlanta

I was guest at the Home 2 Suites on Princeton Lakes Parkway on 4/10/21- 4/11/21. Let me start by saying I read reviews prior to my stay and I ignored them because everyone can have bad days but most of what I read was true on my recent stay.

I used digital check in the day before our arrival and stated that I would check in at 3pm. We were in the area at a family event and I decided to give the staff time to prepare my room. So we actually arrived for check-in around 5:45p. We went to our room and immediately noticed there was no "Sanitized and Cleaned" Lysol sticker on our door. Anyway we proceeded to enter and inspect as we normally do and began to do our own Microban sanitizing.

My husband opened the fridge and noticed it was off. So he checked to see if it was plugged in and working, etc. He checked the breaker box and it was off there. He turned it on went to the restroom and 5 minutes later smelled an electrical burning smell and began to see light smoke coming from the area of the fridge. So he immediately turned it off and unplugged it. We reported that to the front desk along with the request to have 4 sets of towels for our 2 queen bed suite. There were only 2 washcloths in the bathroom and nothing else.

We requested that the towels be left in our room as we were going to return to our family function and we knew we would probably return to the hotel late.

We returned (myself, my husband and my 2 sons) to the hotel around 10:45pm and Kevin the front desk personnel was having his lunch so in passing we inquired about the issues with our room. His response was "I don't know", "I reported but I don't know ". I was shocked by his once helpful tone now turned to a semi "I don't care" tone.

We entered our room and none of our requests had been fulfilled. Towels are a basic necessity in a hotel stay not an outlandish request.

So my husband returned to the front desk to get towels and Kevin was no where to be found and several guests were there waiting on various needs. My husband went to the desk again about 15 min later and he was there and requested towels again and Kevin stated he would have to wash some because housekeeping was gone home. My husband told him to do whatever he needed to do because my kids had been playing all day and needed a shower. My husband returned to the desk for a 3rd time and was able to get 2 blue body towels, 1 white body towel, 3 hand towels and 3 washcloths, still not the needed amount but we made due with it. At this time, a guest waiting in the lobby stated they had been there since Friday and had not had any towels, completely unacceptable.

So we get our sons showered and ready to go to bed around 1am only to discover that our bed was not properly made. We only had a fitted sheet on mattress, the down middle quilt that should be sandwiched by 2 clean sheets (that are missing) and a light summer bed cover. I pushed through and tried my best not to touch my face with that down quilt piece. I did not have a good night sleep.

I made it my point to do face to face check out so someone else would know everything we went through. I let Darius P. know everything and he was very understanding and apologetic. He decided to exercise the Hilton pledge and "Make It Right" by comping our room for the night. I absolutely appreciate his acknowledgement of the issue and giving us a solution however no guest should have to go through so many issues in their stay. I am a longtime Hilton Honors member as well as a travel agent and I've never experienced so many issues in one stay at such a reputable chain of hotels. I had clients booked here too and they canceled their stay before their arrival and I told them how glad I was that they did that and I apologized for even considering this hotel despite prior review warnings.

I really hope they make sure the issues we had are taken care of especially the refrigerator electrical issue for the safety of all travelers...

WORST EXPERIENCE EVER!!!

My home was flooded due to a pipe bursting when temperatures dropped drastically. I was out of town visiting with my mother who was in the hospital. We came home to water pouring down the driveway. Our insurance company placed us at this location for three weeks while renovations were done. Initially the customer service was not great. There was one woman who was personable but everyone else seems to hate their jobs and it effects the customer's experience. We walked into a dirty room as we could tell it was not cleaned properly. There were food stains on the bedding and on the walls. There was hair in the shower and the bathroom door did not close. We were offered new bedding but we had to go to the front desk and get it ourselves. We were made to make up the bed ourselves but were bedding for a Queen size and we were in a King. That service proved to be the experience the entire stay. I was told by an employee that there is no one to help after 1 pm so if we needed anything we had to come to the front desk to get it. The sign on the bathroom mirror stated daily lite cleaning and a thorough clean every 5th day. In our three week stay we had a lite cleaning three times and we had to beg for that. There were never any clean towels for us and a young male employee made excuses saying there was a large group there who took all of the towels. He also made a point that I visited the front desk too late and I should have come earlier. We called the front desk to complain about the lack of cleanliness, towels, and overall customer experience. The supervisor on site Teesa suggested we stay at another hotel instead of apologizing and working to provide a better experience. We then called corporate to complain and were told the manager at the location would contact us in two days to follow up. I will say that several of the employees said goodmorning to me, smiled, and changed their customer service the following day. However, it did not last and the attitudes and obvious disdain for their jobs returned. The manager Trence never contacted us and whenever we were told he would be there he mysteriously just left. We saw him one day because the fire alarms went off in the entire hotel. We refused to mention anything to him at that point because we were checking out the next day. Once we requested the room to be thoroughly cleaned on Monday and by Thursday we still hadn't had anyone come to clean the room. We kept calling and they ensured we were on the list to have the room cleaned. The guy finally came to clean the room and we stepped out. We came back and found he only made the bed with the same bedding that was already there, took out the trash, and mopped the kitchen floor. The carpet was full of crumbs because we have a 15 month old daughter. The bathroom was not cleaned, none of the counter tops were cleaned and the mirror still had my little baby's hand prints all over it, confirming that was not cleaned either. We complained and the manager of housekeeping came to clean herself. Her name started with a Q but I can't remember her name. She did a horrible job and I can tell why the other employees clean the way they do. She did not vacuum, she did a spot sweep which left a lot of crumbs on the floor. She did not clean the inside of the toilet (no one ever did), and she did a spot clean in the shower and the floors. She did not clean the mirror well either. Amber cleaned the room the best but even she did not do a great job in the bathroom. This hotel only spot cleans which is horrible for patrons. I purchased my own cleaning supplies and disinfected myself since I couldn't get proper care from the...

We stayed at Home2 in Atlanta in June 2022. We rented a suite that was supposed to include two beds and a sofa and be accessible as I have several disabilities. First off when we were arrived to the room there were several issues. there was an outlet that was hanging from the wall, there was no shower curtain, there was a wad of pills and hair in one of the sinks, and the television was broken. We were in a room reserved for five people including two adults and three small children. There were two towels to the entire room and one roll of toilet paper.We notified the concierge of these issues and were advised that nothing could be done until the next day. It wasn’t until the third day that any of the issues got fixed and even then it was unsatisfactory as they never cleaned the sink.

Our first night we arrived late like past midnight and the downstairs neighbors complained that I was WALKING too loudly. Yes walking. I explained that I’m almost 300 pounds and my footsteps are heavy because I am heavy and I’m sorry but it’s not something I can fix for you. The concierge offered to change us to a different room however I was in an accessible room and I did not want to be moved because of that. The downstairs neighbors did not want to be moved because accessible rooms are larger but they continued to complain for two days about me walking in the room. One of the employees who called to notify us of this was very understanding and stated that he was sorry to have to bother us with this, however he had no choice. The night before we were supposed to leave my friend went downstairs to address the fact that we had no we still had no towels, and proceeded to overhear the concierge talking to the downstairs guest about our room. The concierge‘s proceeded proceeded to tell that guest when I was checking out of the hotel. To which we were livid as this is a safety issue and these people were upset with us and you told them when we were leaving. I called corporate to complain and to address the issue and was advised basically that they couldn’t do anything until the manager was there and the manager was not there for an entire shift. Then to add insult to injury my friend overheard the concierge advice advising the other guests that their stay would be comped to them yet our state was not come to us. It was clearly a case of discrimination and I will be filing a complaint with the ADA. I’ve never been so appalled at a hotel stay in all my life. Then to top everything off, when we attempted to speak to the manager her physically avoided us and/or his staffers lied about his whereabouts because they told us that he was at a separate hotel because he manages two locations. We then went to the other hotel and the concierge stated that he was at home2. He was clearly avoiding us and either never went to the other hotel and they were lying or he did go the other hotel in order to avoid us. I chose this hotel because I knew that it was Hilton owned and I thought that I would receive Hilton service. Clearly that is not the case. And honestly after this experience I am not impressed with Hilton at all. They Deserve No...